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

Pereira, Tércio; Limberger, Pablo Flôres; Minasi, Sarah Marroni; Buhalis, Dimitrios

doi:10.1080/1528008x.2022.2136817

Cited by 25 publications

(16 citation statements)

References 77 publications

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“…Mobile check-in and keyless entry systems allow guests to bypass the front desk and access their rooms directly through smartphone apps, enhancing convenience but also reducing waiting times. Chatbots and virtual assistants powered by AI have become common in the industry providing real-time customer support, answering inquiries, assisting with bookings and addressing concerns 24/7 (Tércio Pereira et al ., 2022).…”

Section: Technology Benefits and Challengesmentioning

confidence: 99%

Charting the progress of technology adoption in tourism and hospitality in the era of industry 4.0

Buhalis,

Efthymiou,

Uzunboylu

et al. 2024

EMJB

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PurposeAmidst ongoing digital transformation, the current paper provides a 360-degree overview of technology-adoption in Tourism and Hospitality. By combining and consolidating a wide range of sources, mainly in the tourism literature, the analysis depicts how the complex technological ecosystem often enhances or hinders the successful adoption, integration and interoperability of different technologies.Design/methodology/approachThe critical review method was used to assess, analyse and synthesise existing literature in the area of digitisation in tourism and hospitality. The critical review process included a thematic analysis of the literature, where recurring themes, patterns and trends were identified towards addressing the study’s research questions.FindingsThe analysis identifies current trends, opportunities, challenges and strategies for technology adoption in tourism and hospitality, the implications for theory, practicable executive directions and avenues for further research.Originality/valueThe paper’s main contribution lies in its comprehensive identification, consideration and incorporation of all primary contemporary technological elements, and the ensuing development of a corresponding conceptual charting framework, which illustrates a multifaceted process with practical implications for various stakeholders, including businesses, authorities, consumers and employees.

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Section: Technology Benefits and Challengesmentioning

confidence: 99%

Charting the progress of technology adoption in tourism and hospitality in the era of industry 4.0

Buhalis,

Efthymiou,

Uzunboylu

et al. 2024

EMJB

Self Cite

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“…They add value to the trip by going beyond simple customer care interactions. Using chatbots to book hotels and restaurants, get information about local accommodations, and learn about special offers prior to the visit; taking advantage of room service, housekeeping, food ordering, transportation and other services that enhance visitor participation; and engaging in activities that add a personal touch, like sports, massages and spa treatments; numerous activities are provided following the encounter, such as expressing how satisfied you are Parmar et al (2019), Pereira et al (2022), Orden-Mej ıa and Huertas (2022a).…”

Section: Chatbots In Tourism Industrymentioning

confidence: 99%

“…Chatbots have disadvantages as well as advantages. For businesses, these are listed as data protection (Colace et al, 2018), image and reputation risk, inability to answer complex questions of guests (Pereira et al, 2022) and lack of creativity and emotion; For tourists, ethical concerns are stated as (Luo et al, 2019), privacy and data protection (Pagallo, 2013) and disappointment and dissatisfaction caused by unanswered questions (Buhalis and Cheng, 2020).…”

Section: Chatbots In Tourism Industrymentioning

confidence: 99%

“…Chatbots, which have been rapidly adopted in the tourism industry due to their high communication flow (Orden-Mej ıa and Huertas, 2022a), are also becoming an academically intriguing subject. Research on the relationship between chatbot and tourism industry includes the adaptation of the technology in question to tourism and accommodation businesses (Ukpabi et al, 2019;Pillai and Sivathanu, 2020), examination of its role in tourism development (Kasinathan et al, 2020), its importance in touristic experiences (Casillo et al, 2020;Jim enez-Barreto et al, 2021), evaluation of its place in tourism (Calvaresi et al, 2021), intention to use chatbot in travel and tourism businesses (Meli an-Gonz alez et al, 2021), chatbot and human services in the tourism industry comparison in terms of customers (Lei et al, 2021), the effect of chatbots as a smart tourism technology on the satisfaction level of tourists (Orden-Mej ıa and Huertas, 2022a), tourists' intentions to use chatbots (Kim et al, 2020;Pereira et al, 2022). Focuses on different issues such as tourist-chatbot interaction (Wang and Shao, 2022;Calvaresi et al, 2023), chatbot use in terms of gender in tourism businesses (Zhang et al, 2023).…”

Section: Chatbots In Tourism Industrymentioning

confidence: 99%

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An overview of chatbots in tourism and hospitality using bibliometric and thematic content analysis

Yılmaz,

Şahin-Yılmaz

2024

WHATT

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PurposeArtificial intelligence is one of the most significant and active fields of study in the last few years. Artificial intelligence-derived robotic technologies known as chatbots are gaining interest from both academic and industry sectors. By analyzing the development and patterns of research on the chatbot phenomena within the tourism field, this study seeks to develop a theoretical framework for the interaction between chatbots and tourism.Design/methodology/approachThe Web of Science (WoS) database’s 33 articles on chatbots related to travel and hospitality were examined between 2019 and 2024 using VOSviewer software for bibliometric and thematic content analysis.FindingsResearch on chatbots for tourism and hospitality appears to be in its early stages. The factors influencing tourists' intentions to use chatbots have been thoroughly researched; the attitudes, perceptions and behavioral intentions of destinations, travel agencies and restaurant patrons regarding chatbots were examined, and it was found that the quantitative research approach was dominant. In addition, the majority of the studies are based on a particular theory or model.Originality/valueThis is one of the first attempts to directly comprehend and depict the interconnected structures of studies on the interaction between chatbots and tourism through the use of network analysis. Furthermore, the study’s findings can offer academics a comprehensive viewpoint and a reference manual for more accurate assessment and oversight of the chatbot-tourism interaction. Regarding the lack of research on the topic and the fragmented structure of the studies that exist, it is imperative to provide both a comprehensive overview and a roadmap for future investigations into the usage of chatbots in the travel and hospitality sector.

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“…Private firms involved in space tourism like Blue Origin, Virgin Galactic and SpaceX use AI to provide the essential safety standards for the success of this sector (Ramesh et al , 2021). Future innovations in space tourism technologies, such as robotics, will require AI applications (Toivonen, 2022), while AI is being increasingly applied across the tourism industry, including optimizing cruise ship operations (Buhalis et al , 2022), using chatbots (Pereira et al , 2022) and automation (Webster and Ivanov, 2020).…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Orbital and sub-orbital space tourism: motivation, constraint and artificial intelligence

Kim

Hall

Kwon

et al. 2023

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Purpose There is limited research on the behavior of different categories of space tourists as identified by different types of space tourism. To address this deficiency, the purpose of this study is to examine what factors make consumers participate in orbital and/or suborbital space tourism, along with three dimensions of motivation, constraint and artificial intelligence. To achieve this study’s goals, a comprehensive research model was developed that included three dimensions of intrinsic and extrinsic motivation, intrapersonal and interpersonal constraint and awareness of and trust in artificial intelligence, in comparing orbital and suborbital space tourism groups. Design/methodology/approach A questionnaire was carried out with respondents who wanted to participate in orbital (n = 332) and suborbital (n = 332) space tourism in the future. Partial least squares-structural equation modeling, fuzzy-set qualitative comparative analysis, multi-group analysis and deep learning were used to understand potential space tourist behavior. Findings Extrinsic motivation has the greatest positive impact on behavioral intention, followed by awareness of and trust in artificial intelligence, while intrapersonal constraint strongly negatively affects behavioral intention. Surprisingly, interpersonal constraint is insignificant by partial least squares-structural equation modeling but is still one of sufficient causal configurations by fuzzy-set qualitative comparative analysis. Interestingly, the two types of space tourism have very distinct characteristics. Originality/value This study created a comprehensive integrated research model with three dimensions of motivation, constraint and artificial intelligence, along with potential orbital and suborbital space tourist groups, to identify future consumer behavior. Importantly, this study used multi-analysis methods using four different approaches to better shed light on potential orbital and suborbital space tourists.

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

Cited by 25 publications

References 77 publications

Charting the progress of technology adoption in tourism and hospitality in the era of industry 4.0

Charting the progress of technology adoption in tourism and hospitality in the era of industry 4.0

An overview of chatbots in tourism and hospitality using bibliometric and thematic content analysis

Orbital and sub-orbital space tourism: motivation, constraint and artificial intelligence

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