Journal of Hospitality and Tourism Technology,
Год журнала:
2025,
Номер
unknown
Опубликована: Март 12, 2025
Purpose
This
study
aims
to
explore
customer
reactions
using
chatbots
in
the
airline
industry
and
understand
psychological
factors
influencing
their
preferences.
Design/methodology/approach
Study
1
assesses
attitudes
toward
human
versus
chatbot
service
agents
interactions
with
social
presence
theory
as
theoretical
foundation
corroborate
prior
research,
whereas
2
applies
motivated
action
analyze
impact
of
an
individual’s
goal
orientation
traits
(process
outcome)
related
acceptance.
Findings
Results
indicate
that
individuals
outcome-focused
personality
show
a
preference
for
when
addressing
issues,
suggesting
significantly
technology
Originality/value
research
contributes
new
insights
into
understudied
area
predispositions
affecting
acceptance
scenarios
within
industry.
Asia Pacific Journal of Marketing and Logistics,
Год журнала:
2025,
Номер
unknown
Опубликована: Янв. 27, 2025
Purpose
Up
to
89.1%
of
consumers
have
changed
their
decisions
due
the
influence
online
reviews.
In
order
increase
number
reviews,
some
websites
and
platforms
adopted
feedback
incentives.
Research
shows
that
offering
review
incentives
does
likelihood
writing
However,
reward
system
also
brings
problems.
Consumers
may
doubt
authenticity
product
reviews
are
incentivized
by
rewards,
believing
reviewers
only
for
personal
gain,
which
has
a
negative
impact
on
credibility
To
address
this
issue,
study
proposes
mechanism
mandatory
disclosure
as
research
demonstrates
transparent
communication
platform’s
efforts
can
substantially
boost
helpfulness
restore
trust
in
platforms,
even
improve
purchase
intentions.
Design/methodology/approach
This
applies
S-O-R
(Stimulus-Organism-Response)
theoretical
framework
utilizes
simulated
situational
questionnaire
investigate
consumers'
emotional
behavioral
responses
within
context
system.
The
model
identifies
four
key
constructs:
quality
Stimulus,
usefulness
Organism,
intention
Response.
Data
were
collected
through
subsequently
analyzed
understand
these
relationships.
Findings
results
show
significant
positive
credibility,
intention.
Similarly,
impacts
Originality/value
mitigate
potential
effects
systems,
introduces
examines
its
using
questionnaire.
hypothesizes
rewarded
enables
identify
may,
turn,
enhance
