Is a shorter reaction time always better? Empirical investigation of the impact of response speed on ChatGPT recommendations

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-05-16 DOI:10.1016/j.ijhm.2025.104239

Jungkeun Kim , Jeong Hyun Kim , Seongseop (Sam) Kim , Chulmo Koo , Namho Chung

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引用次数: 0

Abstract

This research explored how customers respond differently to short or long waiting times when using ChatGPT for hospitality and tourism recommendations. Using information processing theory, it delves into the interplay between response speed and consumer evaluation, with a nuanced examination of various moderating factors. Study 1 reveals that faster ChatGPT responses lead to increased satisfaction and likelihood of visitation, with perceived usefulness heightened. Study 2 found that this effect varies based on information complexity. If information is simple, getting a fast response is better. Study 3 indicates that for individuals high in patience and low in lay rationalism, slower responses may increase interest in suggested options. Study 4 confirms and complements the results of Studies 1, 2, and 3 by demonstrating preference for fast response, significance of information complexity, and perception of AI effort as a sign of credibility. These findings shed light on AI recommendation evaluation, informing enhancements in such systems.

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反应时间越短就越好吗？响应速度对ChatGPT推荐影响的实证研究

这项研究探讨了客户在使用ChatGPT进行酒店和旅游推荐时，对短时间或长时间等待的不同反应。利用信息处理理论，它深入研究了反应速度和消费者评价之间的相互作用，并对各种调节因素进行了细致入微的检查。研究1表明，更快的ChatGPT反应导致满意度和访问的可能性增加，感知有用性提高。研究2发现，这种影响因信息复杂性而异。如果信息简单，得到快速的回应会更好。研究3表明，对于那些高耐心和低理性的人来说，较慢的反应可能会增加对建议选项的兴趣。研究4证实并补充了研究1、2和3的结果，展示了对快速响应的偏好、信息复杂性的重要性，以及将人工智能的努力视为可信度的标志。这些发现揭示了人工智能推荐评估，为此类系统的增强提供了信息。

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

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.