Electronic Resource

Article - How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services? Vol. 12, No. 12, Pasal (Article) 5119

---

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.

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

647.940285 UM h

Penerbit

: MDPI (Multidisciplinary Digital Publishing Institute)., 2020

Deskripsi Fisik

-

Bahasa

English

ISBN/ISSN

2071-1050

Klasifikasi

647.940285 UM h

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

Vol. 12, No. 12, Pasal (Article) 5119

Subjek

-

Info Detail Spesifik

-

Pernyataan Tanggungjawab

-

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar