互动性
聊天机器人
心理学
结构方程建模
感知
认知
营销
产品(数学)
旅游
知识管理
质量(理念)
消费者行为
应用心理学
社会心理学
计算机科学
业务
人工智能
万维网
认识论
机器学习
哲学
数学
神经科学
法学
政治学
几何学
作者
Yao Zhu,Rongteng Zhang,Yongguang Zou,Dayong Jin
出处
期刊:Journal of Hospitality and Tourism Technology
[Emerald (MCB UP)]
日期:2023-01-18
卷期号:14 (2): 208-224
被引量:15
标识
DOI:10.1108/jhtt-02-2022-0041
摘要
Purpose This paper aims to examine how consumers’ perceptions of artificial intelligence (AI) chatbots influence individuals’ cognitive and emotional states and their subsequent behavioural intentions vis-à-vis online travel agencies (OTAs). Design/methodology/approach The survey sample comprised 566 customers who had experienced the use of travel AI chatbots in China using a combination of online and offline questionnaires. Partial least squares structural equation modelling was used to test the hypotheses. Findings The results revealed that interaction and information quality, as AI chatbot stimuli, significantly increase potential tourists’ trust and purchase intention. Perceived usefulness plays a mediating role in the relationship among interactivity, information quality, customer trust and purchase intention. Furthermore, the findings indicated that customers with high product familiarity exhibited greater trust in products demonstrating a high level of perceived usefulness. Originality/value By integrating cognitive consistency theory, this study theoretically validates the applicability of the stimulus–organism–response framework on AI chatbots and provides academics with useful insights regarding the influence mechanisms of human–computer interaction and information quality on customer response within OTA settings.
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