Self-service technology (SST) and its applications are changing the way the hospitality and tourism industry provides products and services to their customers. Although the use of SST is a remarkable change for service providers because its use can meet customers’ pursuit of an efficient life, research provides a sufficient overview of how the usage of SST influences customers’ service experience in the tourism and hospitality settings remains lacking. Thus, this study aims to provide an understanding of previous SST research and a basis for exploring the influential factors regarding SST adoption. To achieve this purpose, SST papers in leading hospitality and tourism academic journals were reviewed. Although the number of articles is limited, content analysis allows the authors to understand a phenomenon and identify research topics and methods in SST studies. Also, this study contributes to existing SST literature by providing future research guidelines.

自助服务技术（SST）及其应用正在改变酒店和旅游业向其客户提供产品和服务的方式。尽管对服务提供商来说，SST的使用已发生了显着变化，因为它的使用可以满足客户对高效生活的追求，但仍缺乏足够的研究来概述SST的使用如何影响客户在旅游和酒店业的服务体验。因此，本研究旨在提供对以前的SST研究的理解，并为探索有关采用SST的影响因素提供基础。为了达到这个目的，对主要的酒店和旅游学术期刊中的SST论文进行了审查。尽管文章数量有限，内容分析使作者能够了解现象，并确定SST研究中的研究主题和方法。此外，本研究通过提供未来的研究指南，为现有的SST文献做出了贡献。