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New Insights into Consumers’ Intention to Continue Using Chatbots in the Tourism Context.

Pereira, 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. (In Press)

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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:12 Jan 2023 17:46

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