Journal of Hospitality and Tourism Technology,
Journal Year:
2024,
Volume and Issue:
unknown
Published: Nov. 25, 2024
Purpose
This
study
aims
to
empirical
tests
an
integrated
framework
of
third-party
travel
apps
usage
antecedents
(system
quality,
information
service
quality
and
user
engagement)
its
consequences
(satisfaction,
love
behavioral
intentions).
Design/methodology/approach
A
quantitative
research
design
was
used,
purposively
interviewing
551
users
predetermined
apps.
The
data
analyzed
using
partial
least
squares-structural
equation
modeling.
Findings
found
that
system
did
not
significantly
impact
engagement,
suggesting
may
prioritize
content
over
technical
features.
Both
were
positively
linked
confirming
are
more
engaged
when
app
is
relevant
adequate.
Additionally,
higher
engagement
led
greater
satisfaction
love,
influencing
users’
intentions,
such
as
continued
use
recommendations.
Practical
implications
results
highlight
the
importance
features
in
driving
with
smartphone
suggests
developers
should
focus
on
delivering
high-quality
excellent
foster
emotional
attachment
app.
Originality/value
a
shift
from
relevance
effectiveness,
highlighting
these
aspects
engaging
could
challenge
conventional
assumptions
about
engagement.
Tourism Management,
Journal Year:
2024,
Volume and Issue:
105, P. 104939 - 104939
Published: April 15, 2024
Uncomfortable
service
interactions
are
ubiquitous
in
tourism
and
hospitality
settings
(e.g.,
returning
a
dish
restaurant,
ordering
room
late
at
night,
complaining
about
noisy
others
hotel).
Across
five
experimental
studies,
we
show
that
robots
reduce
consumers'
metaperception
processing
as
consequence
can
mitigate
customer
discomfort.
Specifically,
demonstrate
robots'
perceived
low
level
of
mind
leads
to
reduced
or
even
eliminated
(i.e.,
customers
do
not
think
the
perceptions
may
have
them).
Consumer
outcomes
include
more
favorable
attitudinal
behavioral
responses
satisfaction,
engagement,
revisit
intentions).
Moreover,
find
degree
anthropomorphic
robot
appearance
does
affect
metaperception.
Taken
together,
these
findings
provide
theoretical
practical
insights
for
successful
deployment
into
otherwise
potentially
uncomfortable
encounters.
Behavioral Sciences,
Journal Year:
2025,
Volume and Issue:
15(2), P. 117 - 117
Published: Jan. 23, 2025
Artificial
intelligence
(AI)
chatbots
have
been
widely
adopted
in
customer
service,
playing
a
crucial
role
improving
service
efficiency,
enhancing
user
experience,
and
elevating
satisfaction
levels.
Current
research
on
the
impact
of
consumers’
purchase
decisions
primarily
focuses
linguistic
communication
features,
with
limited
exploration
into
non-verbal
social
cues
employed
by
chatbots.
By
conducting
three
scenario-based
experiments,
this
study
investigates
mechanisms
through
which
chatbot
response
strategies
(proactive
vs.
reactive)
use
emojis
(yes
no)
influence
users’
intention.
The
findings
suggest
that
proactive
are
more
effective
strengthening
intention
compared
to
reactive
strategies.
Psychological
distance
performance
expectancy
serve
as
significant
mediators
relationship.
Additionally,
moderates
effect
psychological
distance,
while
its
moderating
is
not
significant.
This
offers
new
insights
chatbots,
revealing
underlying
contributing
evidence
visual
symbols
factors.
Furthermore,
provide
practical
recommendations
for
businesses
optimizing
interaction
enhance
experience.
Journal of theoretical and applied electronic commerce research,
Journal Year:
2025,
Volume and Issue:
20(1), P. 46 - 46
Published: March 10, 2025
Internet
platforms
and
self-media
have
become
vital
online
communities
for
promoting
positive
reputations
hotels.
Previous
studies
primarily
focused
on
enhancing
electronic
word-of-mouth
(eWOM)
through
improvements
in
hotel
infrastructure
staff
services.
As
hotels
deepen
their
digital
transformation,
the
application
of
various
artificial
intelligence
technologies
service
encounters
significantly
impacts
experience.
This
study
explores
effects
voice
assistant
(VA)
attributes
reputation
Specifically,
it
examines
how
VAs
(anytime
connectivity,
information
association,
interactivity)
influence
customer
evaluations
Utilizing
a
questionnaire
survey
method,
we
collected
529
valid
questionnaires
offline
employed
structural
equation
modeling
along
with
PROCESS
plugin
SPSS
to
conduct
path
analysis,
as
well
mediation
moderation
effect
analyses.
The
results
indicate
that
perceived
value
existence
human–AI
rapport
mediate
impact
VA
eWOM,
although
direct
some
(information
association)
was
not
supported.
Furthermore,
anytime
connectivity
enhances
social
presence,
while
privacy
concerns
negatively
affect
relationship
between
intentions
engage
eWOM.
These
insights
are
critical
seeking
maximize
benefits
transformation.
Advances in hospitality, tourism and the services industry (AHTSI) book series,
Journal Year:
2024,
Volume and Issue:
unknown, P. 17 - 34
Published: July 26, 2024
The
advent
of
artificial
intelligence
(AI)
has
revolutionized
service
marketing,
offering
unprecedented
opportunities
to
enhance
customer
engagement
and
experience.
This
chapter
delves
into
the
transformative
impact
AI-driven
innovations
on
marketing
strategies,
emphasizing
how
AI
technologies
such
as
machine
learning,
natural
language
processing,
predictive
analytics
are
redefining
interactions.
By
automating
personalized
communications,
predicting
needs,
providing
real-time
solutions,
is
enabling
businesses
deliver
more
efficient,
tailored,
satisfying
experiences.
explores
various
applications,
from
chatbots
virtual
assistants
advanced
data
analysis,
illustrating
these
tools
being
integrated
foster
deeper
relationships
drive
business
growth.
Through
case
studies
empirical
data,
demonstrates
practical
implications
in
enhancing
delivery,
improving
satisfaction,
creating
a
competitive
edge
market.
Advances in finance, accounting, and economics book series,
Journal Year:
2025,
Volume and Issue:
unknown, P. 113 - 134
Published: Jan. 2, 2025
The
chapter
investigates
advancements
within
the
service
sector,
particularly
focusing
on
leveraging
technology
to
enhance
client
experiences.
It
comprehensively
analyzes
a
spectrum
of
technological
innovations,
encompassing
virtual
reality,
automation,
artificial
intelligence,
and
Internet
Things,
elucidating
their
profound
impact
provision
across
diverse
industries.
incorporates
structured
class
exercise
aimed
at
fostering
creative
problem-solving
for
delivery,
promoting
critical
thinking,
innovation,
deeper
understanding
technology's
pivotal
role
in
shaping
ecosystems.
also
serves
real-world
case
study
featuring
Zomato,
an
Indian-based
online
food
ordering
delivery
company,
which
illuminate
practical
challenges
intricacies
inherent
implementing
state-of-the-art
methodologies.
By
meticulously
dissecting
this
study,
offers
invaluable
insights
into
hurdles
adoption,
internal
organizational
resistance,
integration.
International Journal of Quality & Reliability Management,
Journal Year:
2025,
Volume and Issue:
unknown
Published: Feb. 12, 2025
Purpose
This
research
examines
the
influence
of
digital
voice
consumers
(DVoC)
on
resilience
supply
chains
(SCR)
within
renewable
energy
sector.
The
main
goal
is
to
identify
and
highlight
crucial
aspects
that
enable
examination
this
impact.
Design/methodology/approach
A
comprehensive
literature
analysis
was
performed
utilizing
Preferred
Reporting
Items
for
Systematic
Reviews
Meta-Analyses
(PRISMA)
approach
ascertain
pertinent
factors.
utilizes
a
methodology
merges
interpretive
structural
modeling
(ISM)
with
Matrice
d’Impacts
Croisés
Multiplication
Appliquée
à
un
Classement
(MICMAC)
assess
discovered
variables.
Findings
study
identified
16
factors
contribute
both
DVoC
SCR.
Key
influential
include
top
management
support,
collaboration,
feedback
flexibility.
These
play
significant
role
in
enhancing
SCR
by
facilitating
better
adaptation
response
disruptions.
Research
limitations/implications
confined
sector
may
lack
generalizability
other
businesses
without
additional
validation.
Subsequent
studies
ought
investigate
implementation
these
findings
across
various
industrial
contexts
enhance
comprehension
DVoC’s
Originality/value
presents
new
integrated
framework
comprehending
function
improving
It
practical
consequences
stakeholders
sector,
such
as
researchers,
regulators,
manufacturers
consumers,
highlighting
necessity
resilient
flexible
chain.
