Effects of AI ChatGPT on travelers’ travel decision-making

Abstract

Purpose This paper aims to investigate travelers’ intentions to use ChatGPT and the influential factors affecting their decision-making. Design/methodology/approach Four studies were conducted to test three hypotheses. Four groups of respondents totaling 593 (Study 1), 337 (Study 2), 374 (Study 3) and 385 (Study 4) survey participants were used for data analyses. Findings Overall, the findings confirmed the impacts of technology usage experience and ChatGPT’s mistakes and provided additional information on travelers’ intentions to use ChatGPT. The four hypotheses were supported. Originality/value The findings can help researchers and industry to understand travelers’ intentions to use ChatGPT and their responses to its functions.

Effects of cognitive, affective and normative drivers of artificial intelligence ChatGPT on continuous use intention

“…Although artificial intelligence (AI) and its applications, such as robotics, augmented reality (AR), virtual reality (VR) and chatbots, have been only recently launched, these technologies will become essential elements in the hospitality and tourism industry (Buhalis and Moldavska, 2022; Li et al , 2021; Yu et al , 2024). While technological applications based on robotics and AI have been widely introduced in such industries as military defense, manufacturing, transportation, health care and home appliances, they are gradually having an impact on the tourism and hospitality industry in relation to food manufacturing and delivery services, obtaining travel information and booking accommodation and other facilities (Kim et al , 2023a; Yoon and Yu, 2022).…”

“…Carvalho and Ivanov, 2023; Gursoy et al , 2023). Therefore, there have been few empirical efforts (Kim et al , 2023a, Kim et al , 2023b; Limna and Kraiwanit, 2023) to develop theories and test conceptual models in the hospitality industry. Second, AI-powered technologies, such as ChatGPT evolve rapidly (Carvalho and Ivanov, 2023; Remountakis et al , 2023) and the capabilities and limitations of such technologies may change in the future (Carvalho and Ivanov, 2023).…”