Information and communication technologies and human resources in hospitality and tourism

Abstract

Purpose ICTs play a key role in the tourism sector, influencing the labor context among other things. Hence, the purpose of this study: a review of the literature in which the topics of tourism, ICTs and human resources converge through an analysis of the articles published in the relevant journals, which are included in the Web of Science. Design/methodology/approach The 60 articles analyzed – published over a period of 31 years – were studied according to several criteria such as research methodology, statistical techniques used, topics dealt with, technologies addressed, authors and countries. Findings The topics under study were divided into four broad areas – technology and employees, technology and HR processes, technology and results and technology and organizational structure – the first, which focuses on how employees behave in relation to technology, received the most attention. Research limitations/implications The literature review was confined to articles on the topics of tourism, ICTs and human resources published in 73 academic journals, leaving aside other research sources, e.g. books and papers presented at conferences. This study can be useful both in the academic field and for tourism firm managers – especially those in ICT and human resources. Originality/value Although there are several previous reviews of the literature on human resource management and ICTs in the tourism sector, none of them has jointly examined these three topics.

Human resource management studies in hospitality and tourism domain: a bibliometric analysis

“…Within the scope of the study, USA and England are determined as the most productive countries in HRM studies. A similar finding was achieved in a study on information and communication technologies in the hospitality and tourism literature conducted by Gonzalez et al (2020) and the researchers explain that by reconciling the dominance of Anglo-Saxon countries on tourism studies. Thus, it can be inferred that HRM studies in the tourism and hospitality domain are likely to receive a lot of interest from these countries.…”

Influences of artificial intelligence (AI) awareness on career competency and job burnout

“…However, how employees may behave toward the introduction of smart technology is still a topic of concern (Gonzalez et al, 2020;Law et al, 2019;Ali et al, 2019). Thus, this study aims to test hospitality employees' perception of the implementation of AI machines in the workplace under the background of Industry 4.0 (Schneider and Sting, 2020).…”

A wearable technology solution and research agenda for housekeeper safety and health

“…A limited number of employee-centric hospitality studies have focused on wearable device use beyond wellness interventions, including Wu et al's (2015) research on front-line employee wearable use and its impact on guests' perceptions of service encounters. Despite this small stream of wearable research for the safety and health of hospitality employees, this literature is undeniably in need of expansion both practically and theoretically (Gonzalez, Gasco, and Llopis, 2020). Specifically, additional research is needed to broaden our understanding of wearable technology applications beyond that of wellness programs to address the numerous unstudied ways that wearables may help abate health and safety issues frequently experienced by hotel housekeepers.…”

“…Both the fit and use of wearable technology should be studied in future hospitality research, with a specific focus on longitudinal research that tracks the relationship between these constructs over time. Future research in this area should emanate from a combined technological and organizational structural approach of wearable adoption by hotel employees (Gonzalez et al, 2020), so as to garner a better understanding of the factors facilitating and impeding wearable device fit, adoption and use for employee safety and health.…”