Artificial Intelligence in Tourism Through Chatbot Support in the Booking Process—An Experimental Investigation

Tourism and Hospitality, Journal Year: 2025, Volume and Issue: 6(1), P. 36 - 36

Published: Feb. 21, 2025

AI-controlled chatbots have been used in travel services for some time and range from simple hotel reservations to personalized recommendations. However, the acceptance of compared human interlocutors has not yet extensively studied experimentally tourism context. In this experimental, randomized, vignette-based, preregistered 2 (agent: AI chatbot/human counterpart) × 3 (situation: positive/neutral/negative) between-subjects design, we hypothesized that booking intention is reduced agents situations where can only be made under more negative than original conditions. Additionally, an interaction effect between agent situation, presuming decrease would less strong chatbots. Structural equation modelling data indicates support Technology Acceptance Model As presumed, was lower situation borderline chatbot. The shown descriptively data. Chatbots are recognized during process accepted bookings their counterparts. Therefore, managers should design as human-like possible avoid losing sales when outsourcing customer contact activities technologies.

Language: Английский

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Navigating the Digital Frontier: Exploring the Dynamics of Customer–Brand Relationships Through AI Chatbots

Sustainability, Journal Year: 2025, Volume and Issue: 17(5), P. 2173 - 2173

Published: March 3, 2025

With the rapid advancement of artificial intelligence (AI), chatbots represent a transformative tool in digital customer engagement, reshaping customer–brand relationships. This paper explores AI on interactions by analyzing key features, such as interaction, perceived enjoyment, customization, and problem-solving. Based Technology Acceptance Model (TAM), research investigates how these attributes influence ease use, usefulness, attitudes, ultimately, Adopting mixed-methods approach, this study begins with qualitative interviews to identify engagement factors, which then inform design structured quantitative survey. The findings reveal that chatbot features significantly enhance perceptions, use usefulness shaping positive attitudes strengthening brand connections. further underscores role AI-driven personalization delivering sustainable optimizing interactions, reducing resource-intensive human support, promoting long-term loyalty. By integrating TAM relationship theories, contributes sustainability highlighting intelligent can facilitate responsible business practices, operational efficiency, promote through automation resource optimization. provide strategic insights for businesses seeking systems improve experience align transformation efforts.

Language: Английский

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When algorithms meet emotions: Understanding consumer satisfaction in AI companion applications

Journal of Retailing and Consumer Services, Journal Year: 2025, Volume and Issue: 85, P. 104298 - 104298

Published: March 31, 2025

Language: Английский

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Εstablishing relationships between brands and customers via strategic social media chatbots for telecom goods and services

Journal of Marketing Analytics, Journal Year: 2025, Volume and Issue: unknown

Published: April 9, 2025

Language: Английский

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Do chatbots support consumer performance? Investigating the role of E-lifestyle and anthropomorphism in the service industry

International Journal of Information Management Data Insights, Journal Year: 2025, Volume and Issue: 5(1), P. 100339 - 100339

Published: April 21, 2025

Language: Английский

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