实施聊天机器人对客户访问意愿的影响:在酒店管理中的应用

Q3 Business, Management and Accounting

International Journal of Technology Marketing Pub Date : 2023-01-01 DOI:10.1504/ijtmkt.2023.130017

Nguyen Thi Khanh Chi

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引用次数: 1

摘要

本研究旨在探讨酒店供应商是否可以通过聊天机器人服务而不是传统的面对面互动来增加客户信任和客户体验，从而进一步激励客户访问酒店。本研究使用客户数据来测试聊天机器人的三个维度对客户信任和体验的影响。采用相关分析和结构方程模型(SEM)来检验因果关系。结果表明，聊天机器人的三个维度对客户信任和客户体验都有显著的正向影响。信息质量对顾客体验的影响最大，服务质量对顾客信任的影响最大。同时，顾客信任对酒店访问意愿的影响高于顾客体验。此外，聊天机器人的三个维度也与客户意愿有间接的联系。本文还具有一定的理论和实践意义。

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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The impact of implementing chatbot on customer visit intention: application for hotel management

This study is undertaken to investigate whether hotel providers can increase customer trust and customer experience through chatbot service rather than through traditional face-to-face interactions which further motivate customers to visit hotel. This study uses customer data to test the impact of three chatbot dimensions on customer trust and experience. Correlation analysis and structural equation modelling (SEM) were employed to examine the causal relationships. The results show that three chatbot dimensions have significant positive impact on customer trust and customer experience. Information quality has the highest effect on customer experience while service quality has the highest influence on customer trust. Meanwhile, customer trust has higher influence on hotel visit intention that customer experience. Moreover, three chatbot dimensions also have indirect link with customer intention. This paper also contributes several implications to theory and practice.

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来源期刊

International Journal of Technology Marketing Business, Management and Accounting-Marketing

CiteScore

1.70

自引率

0.00%

发文量

期刊介绍： IJTMkt proposes and fosters discussion on the advancement of marketing practice and theory, with emphasis on technology and technology intensive products. This perspective acknowledges the complexity and importance of linking technology and marketing issues, as well as the necessity of innovatively marketing technology and technology intensive products.