RT info:eu-repo/semantics/article
T1 Predicting the intentions to use chatbots for travel and tourism
A1 Gutiérrez Taño, Desiderio
A1 Melián González, Santiago
A1 Bulchand Gidumal, Jacques
K1 Chatbots
K1 SSTs
K1 client interaction
K1 anthropomorphism
K1 automation
AB As with other businesses, tourist companies are taking advantage of modern technologies. Chatbots are a recent technology that hotels, travel agencies, and airline companies are adopting. Despite this industry-wide implementation, there is no evidence about the factors that explain why consumers are willing to interact with chatbots. This work proposes a model to explain chatbot usage intention. The model and its hypotheses were tested by structural equations with the PLS technique. The study was conducted on a sample of 476 individuals who had travelled on vacation in the previous 12 months. The study reveals that the intentions behind using chatbots are directly influenced by the following factors: the chatbots’ expected performance, the habit of using chatbots, the hedonic component in using them, the predisposition to using self-service technologies, the social influences, and the fact that the chatbot behaves like a human. The inconvenience and problems related to communicating with the chatbot were found to have a negative influence. Lastly, the possibility that chatbots could replace jobs had a surprisingly positive influence, and not a negative one.
SN 1747-7603
YR 2019
FD 2019
LK http://riull.ull.es/xmlui/handle/915/39590
UL http://riull.ull.es/xmlui/handle/915/39590
LA en
DS Repositorio institucional de la Universidad de La Laguna
RD 22-nov-2024