Cooperative Network Densities and Structure of Social Economy Organization In the field of Culture and Tourism

Song, Mi; 박사, 강원대학교 관광경영학; Yun, Heejeong

doi:10.18604/tmro.2019.23.3.21

Cited by 2 publications

(2 citation statements)

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“…Stimulus organization response (S-O-R) has been the most prevalent theory to describe how environmental psychology affects individuals' behavioral responses. The main theme of S-O-R theory indicates how various stimuli (S) affect one's emotion or internal organism (O) to generate behavioral responses (Song et al, 2019). The S-O-R theory is appropriate for analysis in this research.…”

Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Chatbot symbolic recovery and customer forgiveness: a moderated mediation model

Zaki,

Al-Romeedy

2024

JHTT

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Purpose Artificial intelligence-based chatbots are frequently used to handle customer complaints in the hospitality and tourism sectors; however, little is known about their recovery strategies. Further, the widespread usage of chatbots is anticipated to affect customers' favorable responses. Therefore, this study aims to examine how chatbots’ symbolic recovery influences customer forgiveness through customer empathy and explore the moderating effect of time pressure on it. Moreover, it investigates the effect of customer forgiveness on customer reconciliation and customer continuous trust. Design/methodology/approach Structural equation modeling was used to analyze data collected from 994 customers who have experienced chatbot recovery in tourism and hospitality during the past four months. Findings The results show that chatbots’ symbolic recovery stimulates customer forgiveness, which subsequently positively affects customer reconciliation and customer continuous trust. Moreover, customer empathy partially mediates the effect of chatbots’ symbolic recovery on customer forgiveness, and time pressure plays a moderating role in the relationship between chatbots’ symbolic recovery and customer forgiveness. Practical implications The results offer highly persuasive insights that may be used to promote chatbots’ symbolic recovery in tourism organizations. The effectiveness of chatbots’ symbolic recovery in achieving customer forgiveness will motivate tourism organizations to use chatbots efficiently in service recovery. Originality/value This study extends the theoretical scope of chatbot research by investigating the symbolic recovery capabilities of chatbots. Moreover, it expands the application of SOR theory in the context of chatbot service recovery and reveals the underlying mechanism behind the impact of chatbots’ symbolic recovery on customer forgiveness, thus building and testing an integrative model of chatbot service recovery.

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Section: Literature Review and Hypotheses Developmentmentioning

confidence: 99%

Chatbot symbolic recovery and customer forgiveness: a moderated mediation model

Zaki,

Al-Romeedy

2024

JHTT

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“…The system is developed after fully surveying the needs for the use and control of work passes in the forces. With the well-developed network and database management techniques [1][2][3][4][5][6][7] , it combines software and hardware to address the practical problems encountered by the forces including data management of work with certification and production of work pass. Therefore, it can help eliminate the vulnerabilities in the information-based development and supportability of the forces.…”

Section: Introductionmentioning

confidence: 99%

Design and implementation on data management system of ordnance support work with certification

Zhu

Wang²,

Ke³

et al. 2023

Third International Conference on Computer Vision and Data Mining (ICCVDM 2022)

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Based on the B/S architecture, a design scheme was proposed to develop a data management system of ordnance support work with certification. Containing such hardware components as printing and attendance devices, the system could not only realize the management of the ordnance support work with certification, but also support the immediate production of a work pass in the form of IC card, and realize the daily attendance management of technical support personnel. An information-based solution was therefore given for the problems of work with certification encountered by the ordnance support forces.

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Cooperative Network Densities and Structure of Social Economy Organization In the field of Culture and Tourism

Cited by 2 publications

References 0 publications

Chatbot symbolic recovery and customer forgiveness: a moderated mediation model

Chatbot symbolic recovery and customer forgiveness: a moderated mediation model

Design and implementation on data management system of ordnance support work with certification

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