Strangers or friends? Examining chatbot adoption in tourism through psychological ownership
| dc.contributor.author | Scarpi, Daniele | |
| dc.date.accessioned | 2024-07-04T06:34:17Z | |
| dc.date.available | 2024-07-04T06:34:17Z | |
| dc.description | Tourism Management 102 (2024) 104873 | vi |
| dc.description.abstract | Most tourism literature focuses on the potential advantages of AI adoption. This study focuses specifically on chatbots for managing customer relationships in tourism. It advances psychological ownership as a useful theoretical lens to address the potential negative consequences of employing chatbots in tourism. A study on survey data from 200 customers shows that replacing the human component of the relationship with a chatbot decreases tourists’ psychological ownership feelings, negatively affecting selfefficacy, accountability, and self-identity. Ultimately, using chatbots diminishes relationship commitment and leads to lower rebooking intention. | vi |
| dc.identifier.uri | https://thuvienso.hoasen.edu.vn/handle/123456789/15402 | |
| dc.title | Strangers or friends? Examining chatbot adoption in tourism through psychological ownership | vi |
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