Telepresence experience and human behaviour: a systematic and comparative review of empirical studies in hospitality and tourism versus other contexts

Purpose Empirical research into individuals’ telepresence experiences has been undertaken and adapted over decades. This study aims to systmatically reivew the literature of telepresence and its relationship with human behaviour across different settings for the period covering 1992–2023. Additionally, a cross-tabulation study was conducted to construct a detailed comparison of telepresence experiences in the hospitality and tourism context, with other contexts. Design/methodology/approach A systematic review methodology was used as a rigorous search approach to provide an overview of the existing literature on telepresence experience from the past 31 years. A total of 85 studies were selected for the purpose of this review, with 23 of these studies conducted in the hospitality and tourism context. Findings The findings offer significant insights into telepresence and suggest potential themes for future research relating to human behaviour within the telepresence experience. The study concludes with implications for future researchers and practitioners. Originality/value To the best of the authors’ knowledge, the current study is the first detailed review to comprehensively and meticulously analyse the impact of telepresence experience on human behaviour; the findings provide potential themes for future research into human behaviour and interaction. In addition, they offer advice to practitioners on how they can enhance their technological solutions to provide customers with improved telepresence experiences.