Artificial intelligence (AI) preparedness in hospitality: a framework and research agenda for building organizational capacities

Abstract

Purpose Using a reflective approach, this paper introduces a conceptual framework for building organizational artificial intelligence (AI) preparedness in hospitality. This paper aims to propose the necessary organizational capacities and cycle for building organizational AI preparedness and discusses future research directions. Design/methodology/approach Drawing upon the resource-based view, the diffusion of innovation theory, and the dynamic capabilities framework, this paper develops a comprehensive organizational AI preparedness framework through critical reflection of relevant literature, industry reports and critical analysis of the crisis and security risk preparedness of hospitality organizations. Findings Given the highly anticipated large-scale innovation disruption attributed to AI integration, hospitality companies should strategically build organizational capacities and follow the necessary phases to achieve AI preparedness. The proposed framework includes three fundamental capacities, four operational capacities and five phases (discovery, awareness, response, management and mitigation). Originality/value This timely reflection offers a novel framework for building organizational capacities for AI and describes the phases of organizational preparedness for AI integration. It also outlines a number of original research directions and ideas, calling for a broader and more in-depth discussion of aligning organizational capacity building with hospitality workforce preparedness for AI-related transformations.

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