Chatbot dynamics: trust, social presence and customer satisfaction in AI-driven services

Deleted Journal, Год журнала: 2025, Номер unknown

Опубликована: Фев. 19, 2025

Purpose This study investigated the factors that influence customer satisfaction with AI-driven services by focusing on chatbot agents. The conceptual model included psychological and social factors, such as trust, perceived presence, competence perception, social-oriented communication style, warmth subjective norms attachment anxiety. Design/methodology/approach A quantitative methodology was employed utilising a survey conducted among 525 consumers who interacted services. data were analysed using structural equation modelling (Smart-PLS 4.0) to test proposed hypotheses. Findings revealed communication, perceptions of warmth, trust significantly enhanced chatbots. Trust critical in fostering satisfaction, whereas presence anxiety had minimal impact. findings suggest despite emphasis its may depend contextual not captured this study. Originality/value extended Technology Acceptance Model Stereotype Content integrating norm Challenging conventional assumptions role anxiety, provides new insights into complex dynamics human–chatbot interactions, offering practical implications for improving design enhancing user experience emphasise importance satisfaction.

Язык: Английский

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Information technology competency and supply chain performance: role of risk management orientation and supply chain agility

Journal of Hospitality and Tourism Technology, Год журнала: 2024, Номер unknown

Опубликована: Сен. 23, 2024

Purpose This study aims to investigate the nexus between information technology (IT) competency, supply chain agility and performance in hospitality industry. The authors examine association of IT competency through while considering boundary condition role risk management. Design/methodology/approach collected data via a questionnaire from 302 full-time hotel restaurant managers Pakistan. Findings Study results reveal positive mediates this relationship. In addition, management is identified as an important that moderates direct indirect relationships performance. Originality/value contributing scholarly discussion on issues sector.

Язык: Английский

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Tourism digital transformation and future supply chain competition: an integrated perspective on real options theory and digital competencies

Journal of Tourism Futures, Год журнала: 2024, Номер unknown

Опубликована: Май 23, 2024

Purpose This study analyzes how digital technologies collaboration, and technological capabilities affect tourism products' advantage supply chain resilience via virtual integration customer service capabilities. Design/methodology/approach To achieve the goals of this study, a transformation model was formulated based on real option theory (ROT) competencies perspective. Data were collected from travel agencies in Taiwan. uses partial least square structural equation modeling (PLS-SEM) technique to analyze research model, 384 samples for analysis. Findings The results point out that technology collaboration technical capabilities; should also be regarded as key influencing variables improve product advantages flexibility. Originality/value shares unique perspective which includes antecedents, mediators moderators, construct critical effects analyzing resilience.

Язык: Английский

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Embracing the future of interactive marketing with contactless technology: evidence from tourism businesses

Journal of Research in Interactive Marketing, Год журнала: 2024, Номер unknown

Опубликована: Сен. 9, 2024

Purpose This study explores how predictor variables (value congruence and customer–AI-assisted exchanges) lead tourism businesses to meet customer needs through contactless technology enhance their willingness pay more. Design/methodology/approach The research model was designed from the perspective of consumer-brand relationships acceptance AI device use. collected analyzed 647 valid questionnaires using structural equation modeling (SEM) approach. Findings findings indicate that value customer-AI-assisted exchanges (CAIX) affect intimacy. Intimacy affects satisfaction more for technological services. Moreover, brand trust sensory experience play a role in moderating Originality/value Effective interactions between customers AI-assisted services significantly contribute overall satisfaction. When systems can understand respond appropriately queries, needs, preferences, they levels, increasing with

Язык: Английский

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Creating an operational evaluation model for catering delivery platforms using an expanded BOCR theory

Research in Transportation Business & Management, Год журнала: 2024, Номер 59, С. 101267 - 101267

Опубликована: Дек. 12, 2024

Язык: Английский

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