How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?

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.

Artificial Intelligence and Reduced SMEs’ Business Risks. A Dynamic Capabilities Analysis During the COVID-19 Pandemic

“…Firms using chatbots present their customers with highly targeted suggestions saving time and effort, thereby boosting customer loyalty (Anshari et al, 2019;Chung et al, 2018). Moreover, chatbots added with AI enhance timely query management and disbursal without any time constraints and waiting, enabling customers to communicate smoothly with firms (Jablonska & Polkowski, 2017;Um et al, 2020;Vishnoi et al, 2018). Therefore, AI facilitates virtual communication to improve sales, customer services and satisfaction (Pérez et al, 2019).…”

“…AI could improve search results for online shoppers, enhance customer targeting, construct precise communications, and build conclusions as per their behaviours and boost customer services. Moreover, automated chat platforms could permit SMEs to scale their customer engagement and experience, freeing up the resources needed for more critical customer service, communication, and customer interactions (Jablonska & Polkowski, 2017;Um et al, 2020).…”

Chatbot, as Educational and Inclusive Tool for People with Intellectual Disabilities

“…Currently, conversational services are widespread in contexts such as business and financial services [17][18][19], tourism services [20,21], communication services [12], messaging services or social networks [22], in psychology or medicine [23][24][25] or in education [26,27] among others. Some of them are closed.…”

Advancing the Understanding of the Role of Responsible AI in the Continued Use of IoMT in Healthcare

“…The third set of factors included moderating factors. Age and novelty-seeking behaviour were argued to be the moderators of the relationships motivation-continuous intention to use and training-continuous intention to use (Dabholkar & Bagozzi, 2002;Um et al, 2020). Additionally, awareness of AI was posited to moderate the relationships such as the relative advantage (of IoMT)-motivation (to use IoMT), the relative advantage, training (to use IoMT), complexity (of IoMT)motivation, complexity (of IoMT)-training, compatibility (of IoMT)-motivation and compatibility of IoMT-training Chen et al, 2020).…”