Unintended negative consequences of artificial intelligence (AI) in hospitality and tourism : a comparative bibliometric analysis and systematic review across three disciplines

Abstract

Artificial intelligence (AI) is transforming the hospitality and tourism (H&T) industry, yet its implementation may have unintended negative consequences. To explore these effects, we conducted comparative bibliometric analysis and systematic review across three key disciplines: H&T, psychology, and business. As foundational studies in psychology and business have conceptually and empirically explored AI’s unintended impacts, we comparatively analyzed 233 relevant articles from 40 journals in these fields, as well as H&T. Our interdisciplinary findings enhance understanding of AI’s adverse consequences. Furthermore, we developed a comprehensive framework to grasp the underlying mechanisms and patterns of AI’s unintended negative consequences. Finally, several future research directions are proposed, emphasizing the need for a theoretical understanding of AI’s impacts and offering practical insights to develop informed strategies to tackle the challenges posed by AI, particularly in the H&T industry.