Emotional expression by artificial intelligence chatbots to improve customer satisfaction: Underlying mechanism and boundary conditions

Tourism Management, Год журнала: 2023, Номер 100, С. 104835 - 104835

Опубликована: Сен. 11, 2023

Язык: Английский

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How to increase consumer intention to use Chatbots? An empirical analysis of hedonic and utilitarian motivations on social presence and the moderating effects of fear across generations

Electronic Commerce Research, Год журнала: 2023, Номер unknown

Опубликована: Янв. 6, 2023

Язык: Английский

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How does work autonomy in human-robot collaboration affect hotel employees’ work and health outcomes? Role of job insecurity and person-job fit

International Journal of Hospitality Management, Год журнала: 2023, Номер 117, С. 103654 - 103654

Опубликована: Дек. 5, 2023

Язык: Английский

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Are consumers more attracted to restaurants featuring humanoid or non-humanoid service robots?

International Journal of Hospitality Management, Год журнала: 2022, Номер 107, С. 103310 - 103310

Опубликована: Авг. 8, 2022

Язык: Английский

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Effects of robots’ appearance on guest service experiences

Journal of Hospitality Marketing & Management, Год журнала: 2024, Номер 33(6), С. 831 - 866

Опубликована: Апрель 10, 2024

Robots are starting to replace human employees in the accommodation industry. It remains unclear how guests perceive robots. The study aims evaluate effectiveness of humanoid and non-humanoid robots compare guests' perceptions. data was collected by web digging analyzed using text mining machine learning. results show that experience more positive emotions robotic experiences. They also stated they found both types robot fun interesting. However, have negative perceptions about perceived usefulness appearance According findings learning analysis, neural network logistic regression models best statistical performance datasets compared other models. contributes literature through an investigation opinions regarding with use methods.

Язык: Английский

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The mechanism of value cocreation in robotic services: customer inspiration from robotic service novelty

Journal of Hospitality Marketing & Management, Год журнала: 2022, Номер 31(8), С. 962 - 983

Опубликована: Авг. 17, 2022

Service robots provide operational benefits to restaurants, but the mechanism through which novel robotic services optimize customer experience given appropriate robots' dependence on human employees remains unclear. To fill this gap, study adopts transmission model of inspiration and identifies value cocreation processes in services. Combined evidence from two online experiments a field experiment demonstrates that service novelty has positive effect intention via inspiration. Robotic task interdependence, reflects extent robot relies complete its tasks, attenuates relationship between decreased These findings offer insights into marketing strategies for enhanced experiences.

Язык: Английский

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Relaxing or challenging? How social crowding influences the effectiveness of activity-based destination advertising

Tourism Management, Год журнала: 2023, Номер 100, С. 104839 - 104839

Опубликована: Сен. 12, 2023

Язык: Английский

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Customer experiences with service robots in hotels: a review and research agenda

Journal of Hospitality Marketing & Management, Год журнала: 2024, Номер unknown, С. 1 - 30

Опубликована: Сен. 17, 2024

Язык: Английский

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Robots or humans: Who is more effective in promoting hospitality services?

International Journal of Hospitality Management, Год журнала: 2024, Номер 119, С. 103728 - 103728

Опубликована: Фев. 24, 2024

Язык: Английский

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Unintended indulgence in robotic service encounters

Annals of Tourism Research, Год журнала: 2024, Номер 106, С. 103768 - 103768

Опубликована: Апрель 18, 2024

Язык: Английский

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