Article
Business
Janarthanan Balakrishnan, Salma S. Abed, Paul Jones
Summary: This study examines the relationship between chatbot-based service continuance intention and social self-efficacy. The findings suggest that perceived intelligence and anthropomorphism play a greater role in building attitude and continuing intention of using chatbot-based services compared to traditional factors. Additionally, system factors are negatively associated with continuation intention when interacting with social self-efficacy.
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE
(2022)
Article
Social Issues
Moch Akbar Selamat, Nila Armelia Windasari
Summary: The research identifies features and elements that fit with SMEs' characteristics and their customers when using chatbots, including responsiveness, simple steps for customer actions, humanized conversations, and personalized recommendations. The study shows that perceived enjoyment and usefulness positively impact customer intention to use chatbots, particularly for SMEs customers.
TECHNOLOGY IN SOCIETY
(2021)
Article
Business
Rajat Roy, Vik Naidoo
Summary: Research shows that consumers typically prefer engaging with humans over chatbots, but anthropomorphizing chatbots can enhance consumer experiences. Consumers' time orientation influences their preference for warm vs. competent chatbot conversations and also affects brand perceptions.
JOURNAL OF BUSINESS RESEARCH
(2021)
Article
Computer Science, Information Systems
Xusen Cheng, Xiaoping Zhang, Jason Cohen, Jian Mou
Summary: This study investigates the response of consumers to chatbots and their intention to switch to human agents. It finds that the anthropomorphic attributes of chatbots have an impact on consumers' perceived trust in chatbots and their switching intention, with relationship norms playing a moderating role. Trust in chatbots negatively affects consumers' intention to switch to a human agent.
INFORMATION PROCESSING & MANAGEMENT
(2022)
Article
Computer Science, Cybernetics
Mengmeng Song, Yaxin Zhu, Xinyu Xing, Jingzhe Du
Summary: This study examines the impact of chatbot agent anthropomorphism on customer acceptance in retail e-commerce using social response theory. The results show that chatbot anthropomorphism increases customer perceptions of competence and acceptance intention, but also increases privacy concerns and decreases acceptance intention. Additionally, time pressure moderates the relationship between anthropomorphism and perceived competence, but not between anthropomorphism and privacy concerns.
BEHAVIOUR & INFORMATION TECHNOLOGY
(2023)
Article
Business
Adnan Zogaj, Philipp M. Mahner, Linyu Yang, Dieter K. Tscheulin
Summary: Researchers have found that the characteristics of chatbots can influence consumer responses. However, previous studies have overlooked the impact of consumer personalities on this innovative mode of online support. This study aims to understand how the interaction between consumer characteristics and chatbot characteristics influences consumer behavior. The study focuses on how chatbot visual cues, such as anthropomorphization and gender, influence consumer behavior while considering consumers' self-concept.
JOURNAL OF BUSINESS RESEARCH
(2023)
Article
Psychology, Social
Gain Park, Seyoung Lee, Jiyun Chung
Summary: This study examined the impact of anthropomorphism on counseling satisfaction and reuse intention in chatbot-led mental health counseling, as well as the mediating role of social rapport. It also explored the interaction effect of anthropomorphism and social anxiety. Results showed that a high anthropomorphic design led to higher counseling satisfaction and reuse intention, with social rapport mediating this relationship. Additionally, there was a significant interaction effect of anthropomorphism and social anxiety on counseling satisfaction and reuse intention. The findings contribute to understanding the effects of anthropomorphic chatbots on counseling and provide insights for mental health practitioners and chatbot designers.
CYBERPSYCHOLOGY BEHAVIOR AND SOCIAL NETWORKING
(2023)
Article
Information Science & Library Science
Seyoung Lee, Gain Park, Jiyun Chung
Summary: This study explores the effect of chatbot agents' emotional disclosure on people's willingness to donate to a charitable cause, and examines individual and serial mediation between perceived anthropomorphism and social presence. The study found that people exhibited a higher willingness to donate when they interacted with a chatbot disclosing human-like emotions. The study also found both individual and serial mediating roles of perceived anthropomorphism and social presence.
TELEMATICS AND INFORMATICS
(2023)
Article
Business
Andrea Sestino, Alfredo D'Angelo
Summary: Using doctors' avatars with high human-like interactions in the Metaverse can increase individuals' intention to use digital-based healthcare services. This effect is mediated by the perceived anthropomorphism, and it is significant among individuals with higher emotional receptivity.
TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE
(2023)
Article
Computer Science, Cybernetics
Seongyune Choi, Yeonju Jang, Hyeoncheol Kim
Summary: This study investigates the factors that encourage or restrict teachers' acceptance of educational AI tools (EAIT). The results show that teachers with constructivist beliefs are more likely to integrate EAITs, and perceived usefulness, perceived ease of use, and perceived trust in EAITs are important determinants. Among them, the ease of construction of EAITs is the most influential factor predicting teachers' acceptance.
INTERNATIONAL JOURNAL OF HUMAN-COMPUTER INTERACTION
(2023)
Article
Computer Science, Information Systems
Arum Park, Sae Bom Lee
Summary: Chatbots connect companies and users, improving conversions and reducing labor costs through big data-driven answers. However, despite increased demand for non-face-to-face services during COVID-19, chatbot use is inconsistent and satisfaction is low. This study identifies factors for improving the sustainability of chatbot services, considering artificial intelligence factors (personalization, anthropomorphism, social presence) and systemic factors (responsiveness, compatibility). The findings suggest implications for future chatbot research and development.
JOURNAL OF COMPUTER INFORMATION SYSTEMS
(2023)
Review
Business
Krishnan Gopinath, Dharun Kasilingam
Summary: The use of AI-based chatbots for service encounters has become increasingly popular. This study analyzes data from 70 independent studies to understand the factors that influence users' attitude and intention to use chatbots. The results show that playfulness, attitude, usefulness, facilitating conditions, and social influence are key factors in user adoption.
INTERNATIONAL JOURNAL OF CONSUMER STUDIES
(2023)
Article
Computer Science, Interdisciplinary Applications
Gunjan Malhotra, Mahesh Ramalingam
Summary: This study explores the impact of features on consumers' purchase intention through artificial intelligence (AI). The results show that consumers demand anthropomorphized products for a better shopping experience and are motivated to purchase through AI. Trust in AI moderates the relationship between perceived anthropomorphism and perceived animacy.
JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
(2023)
Article
Psychology, Experimental
Muhammad Bilal, Yunfeng Zhang, Shukai Cai, Umair Akram, Nghia Thi Minh Luu
Summary: This research explores the factors influencing customers' intentions to purchase luxury products online using social exchange theory (SET) and investigates whether perceived enjoyment moderates the relationship between perceived value, consumer attitude, and intention to purchase luxury products. The study collected data from 389 participants through an online survey and used structural equation modeling (SEM) to analyze the data. The findings suggest that eWOM, perceived value, and consumer attitudes have a significant impact on luxury purchase intention, and perceived enjoyment plays a moderating role. This study provides insights for practitioners and researchers on understanding young Chinese consumers' interest in buying luxury goods online and suggests that luxury brand companies should align their marketing strategies with the mindset of digital native Generation Z.
Article
Health Care Sciences & Services
Qingchuan Li, Yan Luximon, Jiaxin Zhang
Summary: This study investigates the effects of anthropomorphic cues on patients' perception and acceptance of web-based patient triage conversational agents. The findings indicate that a high anthropomorphic level, in terms of agent appearance and verbal cues, improves patients' perceptions and trust in the conversational agents. Trust is a crucial factor influencing patients' acceptance and usage of the conversational agents.
JOURNAL OF MEDICAL INTERNET RESEARCH
(2023)
Review
Hospitality, Leisure, Sport & Tourism
Hengyun Li, Fang Meng, Simon Hudson
Summary: This study reveals that positive review disconfirmation increases hotel guests' willingness to post online reviews and increases their online review ratings through the mechanism of concern for others, demonstrating an act of altruism. In addition, the positive review disconfirmation effects are stronger when the variance of prior review ratings is smaller.
JOURNAL OF HOSPITALITY & TOURISM RESEARCH
(2023)
Article
Psychology, Multidisciplinary
Huan Chen, Luyao Wang, Shaogui Xu, Rob Law, Mu Zhang
Summary: This study investigates the influence of tourists' perception of epidemic risk on their intentions for proximity travel during the normalization of epidemic prevention and control. The results show that attitude, subjective norms, positive anticipated emotions, and perceptual behavior control have significant positive effects on travel desire, while negative anticipated emotions have no significant effect.
BEHAVIORAL SCIENCES
(2023)
Article
Hospitality, Leisure, Sport & Tourism
Hengyun Li, Jing Zhang, Qingwen Wan, Qian Wang, Jian Xu
Summary: This paper conducts a fine-grained sentiment analysis and factor extraction approach to explore the positive and negative factors influencing staycation experiences in Hong Kong hotels. Using online reviews, the study builds an ordered logit model to determine the influences of these factors and reveals heterogeneous effects between different types of hotels and customer segments. The study contributes to limited literature on hotel staycation experiences and provides important managerial implications for hotels targeting local residents in the growing staycation market.
CURRENT ISSUES IN TOURISM
(2023)
Article
Hospitality, Leisure, Sport & Tourism
Shuai Ma, Hengyun Li, Mingming Hu, Haifeng Yang, Ruogu Gan
Summary: The images of tourist destinations posted on OTA platforms play a crucial role in shaping tourists' perceptions and influencing their travel decisions. In this study, we examined the impact of image aesthetics on tourism demand forecasting, using the aesthetics of images of three popular scenic spots in Hong Kong to predict tourism demand from different markets. The results showed that image aesthetics can improve the accuracy of tourism demand forecasting, and they can complement search query-based variables in enhancing the forecasting capability.
CURRENT ISSUES IN TOURISM
(2023)
Review
Hospitality, Leisure, Sport & Tourism
Huiyue Ye, Irene Cheng Chu Chan, Rob Law
Summary: This study conducted a systematic review of initial COVID-19 research in tourism and hospitality, using a mixed-method approach. The study found that more than 70% of the related articles focused on the theme of responses to COVID-19. It provides an overview to draw academic attention to COVID-19 research in tourism and hospitality.
Article
Social Sciences, Interdisciplinary
Fan Cheong, Rob Law
Summary: Hotel managers and researchers are increasingly interested in AI and robots, which are vital to the future of the hospitality industry. However, there are challenges in adopting robotic services due to the current state of the art and insufficient understanding of the relationship between customer satisfaction and robotic services. This study examines customer perceptions and satisfaction with smart hotels during COVID-19, providing helpful guidance for hoteliers to apply high technology in the service environment and improve competition and guest experience.
COGENT SOCIAL SCIENCES
(2023)
Article
Hospitality, Leisure, Sport & Tourism
Huy Quan Vu, Shah Jahan Miah, Haiyang Xia, Gang Li, Birgit Muskat, Rob Law
Summary: The aim of this research is to assess the reliability of venue check-in data in understanding resident mobility in tourist destinations. The study presents an analytical approach to assess and demonstrate how venue-referenced social media data (VR-SMD) can be used to capture resident movement and activities. The results indicate that VR-SMD can be exploited for domestic tourism development.
INFORMATION TECHNOLOGY & TOURISM
(2023)
Article
Psychology, Multidisciplinary
Ting Li, Chenmei Liao, Rob Law, Mu Zhang
Summary: This study empirically explores the relationship between destination attractiveness and tourists' environmentally responsible behavior (TERB) based on self-regulated attitude theory. Destination attractiveness is divided into the attractiveness of a facility's services and the sightseeing experience, and a structural equation model with mediation analysis is built. The Wolong National Nature Reserve in Sichuan is selected as the site of the case study, and a survey is conducted using a questionnaire. The results show that the two elements of destination attractiveness have a significantly positive effect on TERB, and place attachment mediates the relationship between the attractiveness of the facility's services, the sightseeing experience, and TERB. Therefore, enhancing destination attractiveness and tourists' emotional attachment to locations can promote the implementation of TERB and sustainable tourism development.
BEHAVIORAL SCIENCES
(2023)
Article
Engineering, Civil
Tian-Yu Zuo, Xiaosong Luo, Weishun Deng, Poly Z. H. Sun, Rob Law, Edmond Q. Wu
Summary: In the context of establishing emission control areas (ECAs) to tackle air pollution, the use of drone-carrying sniffers as a new monitoring mode for ECAs is gaining attention. This study proposes a rental-based drone operation model to consider the influence of vessel traffic on drone demand. The model maximizes the cumulative monitoring reward and minimizes the use number of drones within a minimum monitoring rate constraint. It is modeled as a multi-objective drone scheduling problem (MDSP) and four feasible multi-objective optimization methods are designed to solve MDSP.
IEEE TRANSACTIONS ON INTELLIGENT TRANSPORTATION SYSTEMS
(2023)
Article
Engineering, Electrical & Electronic
Jiuchao Qian, Minting Pan, Wei Tong, Rob Law, Edmond Q. Wu
Summary: This paper discusses the importance of vehicle Re-Identification (Re-ID) technology and proposes a new end-to-end framework URRNet, which integrates global and local features to improve recognition accuracy. The framework utilizes global feature graph-structure learning and multi-scale local feature relational reasoning algorithms to preserve vehicle details and tackle viewpoint variation.
IEEE TRANSACTIONS ON VEHICULAR TECHNOLOGY
(2023)
Review
Hospitality, Leisure, Sport & Tourism
Bobbie Rathjens, Nefike Gunden, Lu Zhang, Geetika Jain, Rob Law
Summary: Since the COVID-19 pandemic, the use of contactless technologies in hospitality and tourism has significantly increased. This study conducted a systematic literature review to identify the factors affecting the adoption of contactless technologies, including system, user, and environment. The analysis of 44 peer-reviewed articles from top hospitality and tourism journals revealed the specific technologies adopted during the pandemic and the common factors studied in past research. The implications and future research directions are discussed.
JOURNAL OF HOSPITALITY & TOURISM RESEARCH
(2023)
Review
Psychology, Multidisciplinary
Mengxi Chen, Xiaoyu Wang, Rob Law, Mu Zhang
Summary: This study used a mixed research method to analyze 284 studies on service robots in the tourism and hospitality industry. The research found that the field started late and the COVID-19 pandemic has led to a rapid increase in research papers. The International Journal of Contemporary Hospitality Management has published the most number of papers. Scholars from different regions have contributed significantly to the research, and there is a common trend of academic collaborations.
BEHAVIORAL SCIENCES
(2023)
Article
Computer Science, Artificial Intelligence
Poly Z. H. Sun, Tian-Yu Zuo, Rob Law, Edmond Q. Wu, Aiguo Song
Summary: Imbalanced data poses a major challenge in classification tasks, as most algorithms tend to favor the majority class and fail to classify samples from the minority class. In this study, an evolutionary algorithm-based classifier optimization design method is proposed to address this issue. The method automatically optimizes the design of multiple base classifiers to form an ensemble classifier. Experimental results demonstrate that this method outperforms other compared methods.
IEEE TRANSACTIONS ON EMERGING TOPICS IN COMPUTATIONAL INTELLIGENCE
(2023)
Article
Hospitality, Leisure, Sport & Tourism
Sirong Chen, Irene Cheng Chu Chan, Shaogui Xu, Rob Law, Mu Zhang
Summary: This study conducts in-depth interviews with 19 representative metaverse tourism stakeholders and reveals that the factors driving the development of metaverse tourism include planning and management, economic, sociocultural, and technological factors, and recognition and acceptance, whereas the hindrances mainly come from the government, industry, tourists, local communities, and educational institutions. The study provides theoretical and practical contributions.
JOURNAL OF TRAVEL & TOURISM MARKETING
(2023)
Article
Hospitality, Leisure, Sport & Tourism
Chunhong Li, Lingfei Deng, Rob Law
Summary: With the rapid development of sharing economy, meal-sharing platforms are inclined to cooperate with online travel agencies (OTAs) to expand their influence, but the consequences of such integration remain unclear. This study used expectation disconfirmation theory (EDT) and dataset from EatWith to conduct empirical analyses with a difference-in-differences (DID) research design. The results indicate that the integration of a meal-sharing platform with an OTA brings more tourists to hosts but leads to a decrease in ratings. The study highlights the double-blade effect of platform integration, emphasizing the need for attention and balance from hosts, platform managers, and the industry.
JOURNAL OF TRAVEL & TOURISM MARKETING
(2023)
