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ToolsPereira, T., Limberger, P. F., Minasi, S. M. and Buhalis, D., 2022. New Insights into Consumers’ Intention to Continue Using Chatbots in the Tourism Context. Journal of Quality Assurance in Hospitality and Tourism, 25 (4), 754-780.
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DOI: 10.1080/1528008X.2022.2136817
Abstract
Several industries recognize the potential of Artificial Intelligence to complete tasks. However, there is limited research on chatbots, and a gap in the research on what factors contribute to consumers’ intention to continue using them. This research aims to analyze the relationship of the TAM and ISS dimensions, continuing to use satisfaction and brand attachment as mediators, and using the need for interaction with the employee as a moderating dimension. The results indicated that the role of brand attachment increases the model’s explanatory power, and the need for interaction with the employee positively favors the relationship between brand attachment and satisfaction.
| Item Type: | Article |
|---|---|
| ISSN: | 1528-008X |
| Uncontrolled Keywords: | Brand attachment; chatbots; human-chatbot interaction; intention to continue use; technology acceptance |
| Group: | Bournemouth University Business School |
| ID Code: | 37994 |
| Deposited By: | Symplectic RT2 |
| Deposited On: | 12 Jan 2023 17:46 |
| Last Modified: | 08 Aug 2024 08:38 |
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