No abstract

To gain competitive advantages and sustainable service innovation, hotels are considering artificial intelligence technologies (AI), including robots, kiosks for service automation and chatbots. However, due to the change of the service process and unfamiliar communication interface, hotel customers may have difficulties in adopting the new change. In this paper, we tried to find out if the failure of AI-based services would affect customers’ perception. For this, we designed the experiment by separating AI (i.e., chatbot) services and self-service technology (SST, i.e., pad) services and service failures and successful cases, respectively. As a result, SST showed more positive perceptions and revisit intention in the successful service situation. The service failure situation showed no differences between chatbot and SST. In addition, novelty and the need for interaction characteristics of customers showed significant differences between groups in terms of service success and failure, respectively. Additionally, we explored negative word-of-mouth (WOM) to learn further effects by service failures and successes.

The central government and local governments of the South Korea execute a project to build smart tourism city for tourism and urban development. However, little study has shed light on the details of smart tourism city project. To approach the concept of smart tourism city and understand the phenomenon of smart tourism city construction, this study conducts a case study. Incheon is the first city in which implementing the smart tourism city creation project. We apply the metaverse concept to check how Incheon implements a smart tourism city. Specifically, the metaverse concept applied tourism service operated by Incheon is divided into real based and virtual based (AR Incheon and Incheoncraft). Along with an introduction to the case, how the concept of metaverse supports the creation of a smart tourism city is discussed. This is an early-stage study that explores the phenomenon by considering the relationship between the smart tourism and metaverse.

Transactions through mobile commerce for tourism-related products and services are increasing. This phenomenon can lead to impulse buying due to technological features and personal inclinations. However, few studies have shed light on the phenomenon empirically. The purpose of this study is to investigate what motivates buyers to purchase tourism products through mobile commerce and how these motives impact consumers’ impulse buying behavior. First, we interviewed participants to study their motivation for mobile commerce application use. Then, we extracted the motivation factors and examined how these factors affect impulse purchase intentions for tourism products through mobile commerce applications. To do this, we administered a questionnaire survey. In addition, fuzzy-set qualitative comparative analysis (fsQCA) provided in-depth analysis of factors that can influence impulse buying. Results show that convenience and ubiquity have an effect on perceived value. Furthermore, perceived value, notice of special promotion, and impulsiveness have a direct effect on impulse buying behavior. According to the results of the fsQCA, not only impulsiveness but also other factors can serve as antecedents to impulse buying behavior.

No abstract