Abstract
The increasing integration of smart technologies in hotels has significantly transformed service delivery and customer interactions, adding layers of complexity to customer experience. We conducted a systematic review of extant research on customer experience in smart hotels to identify key dimensions, framework, trends, and research gaps in the literature. Following the PRISMA protocol, we analyzed 35 empirical studies published between 2014 and 2024. The results informed a theoretical framework explaining the relationships between the antecedents, mediators, moderators, and outcomes of customer experience. This framework provides a holistic understanding of how smart technologies shape customer experience, offering valuable insights for future research. Additionally, the findings offer practical guidance to enhance customer experience by designing intelligent agents and improving the servicescape in smart hotels.