Adverse impacts of revealing the presence of “Artificial Intelligence (AI)” technology in product and service descriptions on purchase intentions: the mediating role of emotional trust and the moderating role of perceived risk

Journal of Hospitality Marketing & Management, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 23

Published: June 19, 2024

While the presence of term "Artificial Intelligence (AI)" in a product description may be viewed as sign that having advanced capabilities and features, it also trigger fear concern among consumers. Therefore, this study explores impact inclusion (vs. exclusion) Intelligence" goods service descriptions on consumers' purchase intentions. It examines mediating role emotional trust moderating perceived risk relationship. We conducted six experiments to investigate these relationships. The data were analyzed using T-tests Hayes Process Macro Models 4 7. findings indicated products services decreases intention, mediates Findings further suggested negative effect AI intention was stronger for high-risk products, compared low-risk products. These provide valuable insights both academia practitioners, leading them develop more effective appealing strategies applications AI.

Language: Английский

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Understanding tourist barriers and personality influences in embracing generative AI for travel planning and decision-making

International Journal of Hospitality Management, Journal Year: 2025, Volume and Issue: 126, P. 104105 - 104105

Published: Jan. 15, 2025

Language: Английский

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Tourist acceptance of ChatGPT in travel services: the mediating role of parasocial interaction

Journal of Travel & Tourism Marketing, Journal Year: 2024, Volume and Issue: 41(7), P. 955 - 972

Published: June 6, 2024

ChatGPT has revolutionized the travel industry. This study employs stimulus-organism-response (SOR) model to develop and validate a conceptual for acceptance. Social influence perceived value emerge as key determinants of user cognitive appraisals ChatGPT's expertise, trustworthiness, emotional connections through parasocial interaction. These factors subsequently traveler acceptance travel-related services. Findings reveal that social is most potent predictor acceptance, while trust directly impacts during process. insights advance research on interaction, providing valuable guidance implementing in tourism

Language: Английский

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When disclosing the artificial intelligence (AI) technology integration into service delivery backfires: Roles of fear of AI, identity threat and existential threat

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 122, P. 103829 - 103829

Published: June 13, 2024

Language: Английский

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Understanding smart service failure: The case of smart restaurants

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 119, P. 103714 - 103714

Published: Feb. 21, 2024

Language: Английский

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Exploring Perceived Benefits of Service Robots on Customers’ Experiences

International Journal of Hospitality & Tourism Administration, Journal Year: 2024, Volume and Issue: unknown, P. 1 - 22

Published: Jan. 31, 2024

This study explores the role of different types perceived benefits on customers' intentions to use service robots in hotel industry. Specifically, this investigates overall relationships among using robots, customer engagement, trust, and robot intentions. Data were collected based a self-administered, online survey from previous customers. Results identified functional, hedonic, empathy enhanced engagement; whereas social influenced trust. Both engagement trust further The results provide suggestions better design industry derived perceptions.

Language: Английский

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The role of motivators, barriers, attractiveness, and positive emotions on consumers’ intention to adopt and resist self-driving delivery robots

Journal of Retailing and Consumer Services, Journal Year: 2024, Volume and Issue: 81, P. 103998 - 103998

Published: July 22, 2024

Language: Английский

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Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services

Journal of Service Theory and Practice, Journal Year: 2024, Volume and Issue: unknown

Published: Oct. 12, 2024

Purpose While prior research has examined customer acceptance of humanized chatbots, the mechanisms through which they influence value creation remain unclear. This study aims to investigate emerging concept Perceived Humanization (PH), examining how hedonic motivation, social and anthropomorphism serial mediation PH trust. The moderating roles rapport presence are also explored. Design/methodology/approach Based on data from an online survey involving 257 respondents, this employs Partial Least Squares Structural Equation Modeling utilizing SmartPLS3 software. Findings Hedonic motivation leads via two routes: affective trust; cognitive Social positively impact similar pathways. Rapport moderates PH, while relationship between both A cross-cultural analysis China, India New Zealand highlights varying cultural dimensions influencing its effects creation. Practical implications For practitioners in tourism industry, findings highlight strategic importance enhancing chatbot interactions. By understanding optimizing these elements, businesses can significantly improve their value-creation process. Originality/value contributes service marketing literature by generating a comprehensive framework for comprehension application PH. Its perspective provides rich insights, offering valuable information marketers aiming thrive dynamic competitive industry.

Language: Английский

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Trust in service robot: the role of appearance anthropomorphism

Current Issues in Tourism, Journal Year: 2023, Volume and Issue: unknown, P. 1 - 19

Published: Dec. 20, 2023

An increasing number of hotels and restaurants are using service robots as front-line employees, yet the lack consumer trust in affects experience. To enhance trust, companies have added anthropomorphism designs for robots. This study investigated effects robot on psychological mechanisms robot. conducted three scenario-based experiments to explore appearance effect trust. The results show that consumers more likely with a higher degree anthropomorphism. consumers' perceived interpersonal attraction, including physical task attraction social which turn In addition, technology readiness moderates attraction. paper develops research robots, provides guidance marketing practices

Language: Английский

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ESG management of hotel brands: A management strategy for benefits and performance

International Journal of Hospitality Management, Journal Year: 2024, Volume and Issue: 125, P. 103998 - 103998

Published: Nov. 20, 2024

Language: Английский

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