A critical review of technology-driven service innovation in hospitality and tourism: current discussions and future research agendas

Abstract

PurposeWith the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and suppliers’ perspectives. However, there has been a lack of research that provides an overview of research on technology-driven service innovation. The purpose of this study is to review current discussions on technology-driven service innovation and provide directions for future studies in the hospitality and tourism literature.Design/methodology/approachA total of 82 articles on technology-driven service innovation were collected from top-tier hospitality and tourism journals. The papers were analyzed using content analysis to derive key topics discussed in the literature. Such discussions were made by different service innovation categories, antecedents, outcomes and theories. Future research agendas were suggested based on the research gap found in the literature.FindingsThe results indicate that prior discussions on technology-driven service innovation viewed technology as a service or service delivery method, with limited focus on management, marketing and institutional service innovation. In addition, the study reveals five key topics that need further discussion, such as cocreative technology, human resources management, strategy management, emerging technology and digital transformation.Research limitations/implicationsWhile there have been increasing studies that reveal determining roles of technology in service innovation, scarce research introduced the new concept of technology-driven service innovation, suggesting a comprehensive approach. By adopting the unique approach of technology-driven service innovation, the research reveals the multifaceted roles of technology in service innovation and areas that need further discussion to implement highly sustainable strategies.Originality/valueThe research adds to the knowledge of technology-driven service innovation by providing a holistic view of current discussions, finding research gaps and proposing future research agendas for extended discussion.