Erin Chao Ling


Erin Chao Ling obtained her MS.c degree in Management at the University of Bristol, UK. and BS.c. degree in Tourism Management at Hainan University, China. Currently, she is a PhD researcher at the School of Hospitality and Tourism Management, University of Surrey, UK. Her research interests focus on artificial intelligence in the travel industry, intelligent digital assistants, human-chatbot interaction, recommender system, consumer satisfaction, travel behaviour and decision making. Also, Erin has started to serve International Federation for Information Technologies and Travel & Tourism (IFITT)  as the Communication Officer since 2018.

University roles and responsibilities

  • Student Mentor

My qualifications

MSc (Management)
University of Bristol


Research interests

Research projects

My publications


Ling Erin Chao, Tussyadiah Iis (2019) Designing Travel Bots, University of Surrey
Hack Hospitality brought together Surrey?s research team with experts in AI and
robotics, as well as thought leaders in the hospitality and travel industry to envision
how to best implement chatbots for hospitality. Workshop participants engaged in
insightful discussion and collaborative exercises using Personas and Scripts to codesign human-chatbot conversations and think about the benefits and challenges of
implementing chatbots in the travel and hospitality industry.
Tuomi Aarni, Tussyadiah Iis, Ling Erin, Miller Graham, Lee Geunhee (2020) x=(tourism_work) y=(sdg8) while y=true: automate(x),Annals of Tourism Research Elsevier
Increasing implementation of automation has brought global concerns over the future of jobs in various sectors. To ensure that the transition to automation in travel and tourism will be made in a responsible and accountable manner, this study conceptualizes how automation, found to be driven largely by labor shortage, can be used to promote decent work. Utilizing Grounded Theory to analyze data from in-depth interviews and focus group discussions with industry practitioners, this study provides rich descriptions of the transformation brought by automation to companies, employees, and wider society and develops a theoretical model to explain ?Decent Work through Automation? (DW?A). In doing so, this study opens a pathway for further research on technology and decent work in tourism, including second- and third-order impacts of emerging technology. The paper offers practitioners and policymakers guidelines for responsible adoption of automation.