Electronic Resource

Article - Driving Consumer Engagement Through AI Chatbot Experience: The Mediating Role of Satisfaction Across Generational Cohorts and Gender in Travel Tourism Vol. 17, No. 17, Pasal (Article) 7673

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This study explores how AI chatbot experiences on travel websites influence consumer
engagement, with satisfaction from using AI chatbots as a mediating factor. Grounded in
the Stimulus-Organism-Response (S-O-R) framework, the research shifts the focus from
utilitarian models to examine how chatbot attributes—e.g., ease of use, information quality,
security, anthropomorphism, and omnipresence—affect satisfaction of using AI chatbots

and subsequent consumer engagement behaviours. Survey data from 519 Portuguese trav-
ellers were analysed using partial least squares structural equation modelling (PLS-SEM).

The study contributes to theory by (1) demonstrating S-O-R’s advantages over utilitarian
models in capturing relational and emotional dimensions of AI interactions, (2) identifying
satisfaction with using AI chatbots as a pivotal mediator between AI chatbot experience

and consumer engagement, and (3) revealing generational disparities in drivers of en-
gagement. Notably, satisfaction strongly influences engagement for Generation X, while

direct experience matters more for Generation Z. Millennials exhibit a distinct preference
for hybrid human–AI service handoffs. The practical implications include prioritizing
natural language processing for ease of use, implementing generational customization
(e.g., gamification for Gen Z, reliability assurances for Gen X), and ensuring seamless
human escalation for Millennials. These insights equip travel businesses to design AI
chatbots that foster long-term loyalty and competitive differentiation.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.812 MAG d

Penerbit

: MDPI (Multidisciplinary Digital Publishing Institute)., 2025

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

2071-1050

Klasifikasi

658.812 MAG d

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol. 17, No. 17, Pasal (Article) 7673

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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