Thanks to artificial intelligence, chatbots have been applied to many consumer-facing applications, especially to online travel agencies (OTAs). This study aims to identify five quality dimensions of chatbot services and investigate their effect on user confirmation, which in turn leads to use continuance. In addition, the moderating role of technology anxiety in the relationships between chatbot quality dimensions and post-use confirmation is examined. Survey data were gathered from 295 users of Chinese OTAs. Partial Least Square (PLS) was used to analyze measurement and structural models. Understandability, reliability, assurance, and interactivity are positively associated with post-use confirmation and technology anxiety moderates the relationships between four chatbot quality dimensions and confirmation. Confirmation is positively associated with satisfaction, which in turn influences use continuance intention. This study examines how chatbot services in OTAs are considered by users (human-like agents vs. technology-enabled services) by investigating the moderating role of technology anxiety.

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Smartphone addiction is a behavioral dependence characterized by excessive or compulsive Internet use and a preoccupation with and loss of control over this use that interferes with an individual’s daily functioning and results in negative mental processes and subsequent social consequences. Smartphone addiction can negatively impact physical and mental health as well as academic performance, sleep quality, and even interpersonal interaction and relationships. Based on the compensatory Internet use theory, this study explores the relationship between interpersonal sensitivity and smartphone addiction in college students and constructed a moderated mediation model. A sample of 881 college students was tested using the Interpersonal Sensitivity Scale, Smart Phone Addiction Scale, Fear of Missing Out Scale, and Relational Self-Construal Scale. We used AMOS 26.0 to conduct a confirmatory factor analysis and employed SPSS 24.0 to test our hypotheses. The results indicated that (1) interpersonal sensitivity was positively related to the fear of missing out and smartphone addiction; (2) the fear of missing out mediated the relationship between interpersonal sensitivity and mobile phone addiction; (3) relational self-construal moderated interpersonal sensitivity and the fear of missing out; and (4) relational self-construal moderated the mediating effect of the fear of missing out on the relationship between interpersonal sensitivity and smartphone addiction. We concluded that the fear of missing out and relational self-construal play a moderated mediation effect on the relationship between smartphone addiction and interpersonal sensitivity. Our findings provided some theoretical implications. Specifically, in addition to proposing a new approach for the study of smartphone addiction, we also introduced a theoretical basis for psychotherapy and intervention of smartphone addiction. In addition, this study also provides some insightful ideas for educational practitioners.

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