The Impact of Default Options on Tourist Intention Post Tourism Chatbot Failure: The Role of Service Recovery and Emoticon

IF 7.3 2区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism Management Perspectives Pub Date : 2024-09-01 DOI:10.1016/j.tmp.2024.101299

Lilei Wang , Junyang Xiao , Zeyuan Luo , Yanghong Guo , Xing’an Xu

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引用次数: 0

Abstract

Chatbot service failures are inevitable in tourism and hospitality, how chatbot service recovery retains tourists is an issue that cannot be ignored. The nudging effect of default options on consumers' behavior has been demonstrated in marketing. Whether default options can be as a powerful tool for service failure recovery is underexplored. Thus, this study aims to explore whether the default option can improve tourists' willingness to continue using the chatbot after service failure. Hypotheses were tested using three experiments, results showed that the opt-out default option can increase higher tourists' continuous use intention by decreasing tourists' affective effort. This effect is moderated by service recovery and emoticon. Specifically, opt-out default option is more effective to improve continuous usage intention when using informational help and pleading emoticon. These findings enriched theories on chatbot service failure and recovery and provide insight for default options using in chatbot under tourism and hospitality industry.

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旅游聊天机器人失败后默认选项对游客意向的影响：服务恢复和表情符号的作用

在旅游业和酒店业中，聊天机器人服务失败在所难免，如何恢复聊天机器人服务留住游客是一个不容忽视的问题。默认选项对消费者行为的诱导作用已在市场营销中得到证实。至于默认选项能否作为服务故障恢复的有力工具，目前还没有充分的研究。因此，本研究旨在探讨默认选项是否能提高游客在服务失败后继续使用聊天机器人的意愿。通过三个实验对假设进行了检验，结果表明，退出默认选项可以通过降低游客的情感努力来提高游客的持续使用意愿。这种效果受服务恢复和表情符号的调节。具体来说，当使用信息帮助和恳求表情符号时，退出默认选项能更有效地提高持续使用意愿。这些发现丰富了关于聊天机器人服务失败和恢复的理论，并为在旅游业和酒店业聊天机器人中使用默认选项提供了启示。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Tourism Management Perspectives Multiple-

CiteScore

15.60

自引率

3.40%

发文量

审稿时长

59 days

期刊介绍： Tourism Management Perspectives is an interdisciplinary journal that focuses on the planning and management of travel and tourism. It covers topics such as tourist experiences, their consequences for communities, economies, and environments, the creation of image, the shaping of tourist experiences and perceptions, and the management of tourist organizations and destinations. The journal's editorial board consists of experienced international professionals and it shares the board with Tourism Management. The journal covers socio-cultural, technological, planning, and policy aspects of international, national, and regional tourism, as well as specific management studies. It encourages papers that introduce new research methods and critique existing ones in the context of tourism research. The journal publishes empirical research articles and high-quality review articles on important topics and emerging themes that enhance the theoretical and conceptual understanding of key areas within travel and tourism management.