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Purpose The unprecedented growth of social media in the past decade has resulted in an increasing interest on social media research. The purpose of this study is to examine the state-of-the-art developments in social media research and to develop a thematic research framework. Design/methodology/approach The study reviewed 262 social media-related articles published in eight top hospitality and tourism journals between 2007 and 2017. Content analysis was used to code data from the selected articles, and correspondence analysis was then used to compare the characteristics of research conducted on different social media platforms. Findings A thematic framework of social media research was developed based on a thorough review and systematic examination of the articles. The thematic framework consisted of the three key players – hospitality and tourism businesses, social media platforms and consumers – along with four categories of topical areas – marketing, managerial implication, user-generated content and impact – and 19 research topics. Three platform groups were identified to share similar article characteristics and research attributes. Originality/value This study offers a systematic overview of social media research in hospitality and tourism and is the first one to identify triadic relationships of social media platforms in thematic research framework. The innovative findings of correspondence analysis offer insights on future social media research from a platform perspective.

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Purpose There has been a dramatic increase in the adoption of service robots in hotels, potentially replacing the human workforce. Drawing on Social Amplification of Risk Framework, this study aims to examine the moderating effect of transformational leadership on the indirect relationships between Gen Z employees’ tech-savviness and social skills on industry turnover intention via service robot risk awareness (SRRA). Design/methodology/approach This study collected two-wave time-lagged multilevel data of 281 frontline Gen Z hotel employees from 54 departments in China. Participants were asked to rate their tech-savviness, social skills and SRRA in the first survey. They rated their supervisor’s transformational leadership and industry turnover intention one week later. Findings Multilevel path analysis results showed SRRA mediates the negative indirect relationship of Gen Z employee’s tech-savviness and social skills on industry turnover intention. Transformational leadership weakened the positive effect of SRRA on industry turnover intention. Originality/value This study contributes to the growing literature on service robots by investigating the antecedents and outcomes of employees’ SRRA. To the best of the authors’ knowledge, it is one of the first empirical studies investigating the role of leadership to mitigate the negative consequences of employee’s SRRA. Managers can use the results of this study to implement training programs and ensure that employees and service robots successfully coexist in the workplace.