Please use this identifier to cite or link to this item: http://hdl.handle.net/10553/70151
Title: Predicting the intentions to use chatbots for travel and tourism
Authors: Melián González, Santiago 
Gutiérrez-Taño, Desiderio
Bulchand Gidumal, Jacques 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Anthropomorphism
Automation
Chatbots
Client Interaction
Ssts
Issue Date: 2021
Journal: Current Issues in Tourism 
Abstract: 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.
URI: http://hdl.handle.net/10553/70151
ISSN: 1368-3500
DOI: 10.1080/13683500.2019.1706457
Source: Current Issues In Tourism[ISSN 1368-3500], v. 24(2), p. 192-210
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