How live chat assistants drive travel consumers' attitudes, trust and purchase intentions: the role of human touch
Purpose By adopting a social presence theory perspective, this study aims investigate the
influence of perceived usefulness of live chat services and of their unique human attributes …
influence of perceived usefulness of live chat services and of their unique human attributes …
Investigating customers' responses to artificial intelligence chatbots in online travel agencies: The moderating role of product familiarity
Purpose This paper aims to examine how consumers' perceptions of artificial intelligence
(AI) chatbots influence individuals' cognitive and emotional states and their subsequent …
(AI) chatbots influence individuals' cognitive and emotional states and their subsequent …
New insights into consumers' intention to continue using chatbots in the tourism context
Several industries recognize the potential of Artificial Intelligence to complete tasks.
However, there is limited research on chatbots, and a gap in the research on what factors …
However, there is limited research on chatbots, and a gap in the research on what factors …
Tourists' post-adoption continuance intentions of chatbots: integrating task–technology fit model and expectation–confirmation theory
Purpose Despite the proliferation of service chatbots in the tourism industry, the question on
its continuance intentions among customers has largely remain unanswered. Building on an …
its continuance intentions among customers has largely remain unanswered. Building on an …
Millennials' attitude toward chatbots: an experimental study in a social relationship perspective
Purpose Chatbots represent an innovative channel for retailers to meet young customers'
needs anywhere and at any time. Being an emergent technology, however, it is important to …
needs anywhere and at any time. Being an emergent technology, however, it is important to …
What drives tourists' continuance intention to use ChatGPT for travel services? A stimulus-organism-response perspective
HC Pham, CD Duong, GKH Nguyen - Journal of Retailing and Consumer …, 2024 - Elsevier
The recent surge in AI technologies, like ChatGPT, has sparked significant interest in their
potential to revolutionize various industries, with the travel and tourism sector at the forefront …
potential to revolutionize various industries, with the travel and tourism sector at the forefront …
Using chatbots in e-retailing–how to mitigate perceived risk and enhance the flow experience
Purpose Chatbots represent an undeniable player between online retailers and customers
as they boost operational efficiency and bring cost savings to businesses while offering …
as they boost operational efficiency and bring cost savings to businesses while offering …
A comparison between chatbot and human service: customer perception and reuse intention
Purpose Chatbot users' communication experience with disembodied conversational agents
was compared with instant messaging (IM) users' communication experience with human …
was compared with instant messaging (IM) users' communication experience with human …
Analysis of the attributes of smart tourism technologies in destination chatbots that influence tourist satisfaction
M Orden-Mejia, A Huertas - Current Issues in Tourism, 2022 - Taylor & Francis
Chatbots are an emerging technology that is disrupting the tourism industry. Despite their
implementation in companies and at destinations, there is little research that evaluates …
implementation in companies and at destinations, there is little research that evaluates …
Examining the influence of the social dimension of customer experience on trust towards travel agencies: The role of experiential predisposition in a multichannel …
Conducted in an integrated multichannel environment (in-agency and online), this research
expands topical literature by exploring the influence of traveller experiential predispositions …
expands topical literature by exploring the influence of traveller experiential predispositions …