References
- Aarni, T., Tussyadiah, I. P., & Stienmetz, J. (2021). Applications and implications of service robots in hospitality. Cornell Hospitality Quarterly, 62(2), 232–247. https://doi.org/https://doi.org/10.1177/1938965520923961
- Araujo, T. (2018). Living up to the chatbot hype: the influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85, 183–189. https://doi.org/https://doi.org/10.1016/j.chb.2018.03.051
- Baozhou, L., Fan, W., & Zhou, M. (2016). Social presence, trust, and social commerce purchase intention: an empirical research. Computers in Human Behavior, 56, 225–237. https://doi.org/https://doi.org/10.1016/j.chb.2015.11.057. 2016.
- Bartneck, C., Kanda, T., Mubin, O., & Al Mahmud, A. (2009). Does the design of a robot influence its animacy and perceived intelligence? International Journal of Social Robotics, 1(2), 195–204. https://doi.org/https://doi.org/10.1007/s12369-009-0013-7
- Bartneck, C., Kulić, D., Croft, E., & Zoghbi, S. (2009). Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots. International Journal of Social Robotics, 1(1), 71–81. https://doi.org/https://doi.org/10.1007/s12369-008-0001-3
- Berger, C. R., & Bradac, J. J. (1982). Language and social knowledge: uncertainty in interpersonal relations (Vol. 2). Hodder Education.
- Bernardo, M., Marimon, F., & Del Mar Alonso-Almeida, M. (2012). Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies. Information And Management, 49(7–8), 342–347. https://doi.org/https://doi.org/10.1016/j.im.2012.06.005
- Bingjie, L., & Shyam Sundar, S. (2018). Should machines express sympathy and empathy? Experiments with a health advice chatbot. Cyberpsychology, Behavior, and Social Networking, 21(10), 625–636. https://doi.org/https://doi.org/10.1089/cyber.2018.0110
- Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/https://doi.org/10.1191/1478088706qp063oa
- Büttner, O. B., & Göritz, A. S. (2008). Perceived trustworthiness of online shops. Journal of Consumer Behaviour, 7(1), 35–50. https://doi.org/https://doi.org/10.1002/cb.235
- Cheung, C., Takashima, M., Choi, H., Yang, H., & Tung, V. (2021). The impact of COVID-19 pandemic on the psychological needs of tourists: implications for the travel and tourism industry. Journal of Travel and Tourism Marketing, 38(2), 155–166. https://doi.org/https://doi.org/10.1080/10548408.2021.1887055
- Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing, 77(4), 511–535. https://doi.org/https://doi.org/10.1016/S0022-4359(01)00056-2
- Choi, Y., Mehraliyev, F., & Seongseop (Sam), K. (2020). Role of virtual avatars in digitalized hotel service. International Journal of Contemporary Hospitality Management, 32(3), 977–997. https://doi.org/https://doi.org/10.1108/IJCHM-03-2019-0265
- Chung, M., Eunju, K., Joung, H., & Jin Kim, S. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587–595. https://doi.org/https://doi.org/10.1016/j.jbusres.2018.10.004
- Clifford, N., Steuer, J., & Tauber, E. R. 1994. “Computers are social actors.” Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, New York, NY: Association for Computing Machinery. 72–78.
- Corbitt, B. J., Thanasankit, T., & Han, Y. (2003). Trust and E-commerce: a study of consumer perceptions. Electronic Commerce Research and Applications, 2, 203–215. https://doi.org/https://doi.org/10.1016/S1567-4223(03)00024-3
- Creswell, J. W., & Plano Clark, V. L. (2017). Designing and conducting mixed methods research (Third ed.). Sage publications.
- Daniel, B., Casaló, L. V., & Flavián, C. (2021). Frontline robots in tourism and hospitality: Service enhancement or cost reduction? Electronic Markets, 31(3), 477–492. https://doi.org/https://doi.org/10.1007/s12525-020-00432-5
- David, G., Karahanna, E., & Straub, D. W. (2003). Trust and tam in online shopping: an integrated model. MIS Quarterly, 27(1), 51–90. https://doi.org/https://doi.org/10.2307/30036519
- David, G., & Straub, D. W. (2004). Consumer trust in B2C E-commerce and the importance of social presence: experiments in e-products and e-services. Omega, 32(6), 407–424. https://doi.org/https://doi.org/10.1016/j.omega.2004.01.006
- Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/https://doi.org/10.2307/249008
- Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and Intrinsic Motivation to Use Computers in the Workplace. Journal of Applied Social Psychology, 22(14), 1111–1132. https://doi.org/https://doi.org/10.1111/j.1559-1816.1992.tb00945.x
- de Kervenoael, Ronan, R. H., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/https://doi.org/10.1016/j.tourman.2019.104042
- de Visser, Ewart, J., Monfort, S. S., McKendrick, R., Smith, M. A. B., McKnight, P. E., Krueger, F., & Parasuraman, R. (2016). Almost human: anthropomorphism increases trust resilience in cognitive agents. Journal of Experimental Psychology: Applied, 22(3), 331–349. https://doi.org/https://doi.org/10.1037/xap0000092
- Edwards, C., Stoll, B., Faculak, N., & Karman, S. (2015). Social presence on linkedin: perceived credibility and interpersonal attractiveness based on user profile picture. Online Journal of Communication and Media Technologies, 5(4), 102–115. https://doi.org/https://doi.org/10.29333/ojcmt/2528
- Elsholz, E., Chamberlain, J., & Kruschwitz, U. 2019. “Exploring language style in chatbots to increase perceived product value and user engagement.” CHIIR 2019 - Proceedings of the 2019 Conference on Human Information Interaction and Retrieval March 10-14 (New York, NY: Association for Computing Machinery) Glasgow Scotland UK, 301–305.
- Feine, J., Morana, S., & Gnewuch, U. 2019. “Measuring service encounter satisfaction with customer service chatbots using sentiment analysis.” Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI2019), Siegen, Germany (Siegen, Deutschland: Association for Information Systems), February 24–27.
- Fernandes, T., & Oliveira, E. (2021). Understanding consumers’ acceptance of automated technologies in service encounters: drivers of digital voice assistants adoption. Journal of Business Research, 122, 180–191. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.08.058
- Frank, B., Harms, C., & Burgoon, J. K. (2003). Toward a more robust theory and measure of social presence: review and suggested criteria. Presence: Teleoperators and Virtual Environments, 12(5), 456–480. https://doi.org/https://doi.org/10.1162/105474603322761270
- Freeman, J. B., & Ambady, N. (2011). A dynamic interactive theory of person construal. Psychological Review, 118(2), 247–279. https://doi.org/https://doi.org/10.1037/a0022327
- Gary, B., Rüggenberg, S., Krämer, N. C., & Eschenburg, F. (2008). Avatar-mediated networking: increasing social presence and interpersonal trust in net-based collaborations. Human Communication Research, 34(2), 287–318. https://doi.org/https://doi.org/10.1111/j.1468-2958.2008.00322.x
- Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega, 28(6), 725–737. https://doi.org/https://doi.org/10.1016/S0305-0483(00)00021-9
- Gefen, & Straub. (2003). Managing user trust in B2C E-services. E-Service Journal, 2(2), 7–24. https://doi.org/https://doi.org/10.2979/esj.2003.2.2.7
- Glaser, B. G., & Strauss, A. L. (2017). Status Passage. Status Passage, Chicago, United States: Aldine Atherton Inc.
- Go, E., & Shyam Sundar, S. (2019). Humanizing chatbots: the effects of visual, identity and conversational cues on humanness perceptions. Computers in Human Behavior, 97, 304–316. https://doi.org/https://doi.org/10.1016/j.chb.2019.01.020
- Han, N. R., Hyun Baek, T., Yoon, S., & Kim, Y. (2019). Is that coffee mug smiling at me? How anthropomorphism impacts the effectiveness of desirability vs. feasibility appeals in sustainability advertising. Journal of Retailing and Consumer Services, 51, 352–361. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.06.020
- Harrell, M. C., & Bradley, M. A. (2009). Data collection methods semi-structured interviews and focus groups. Rand National Defense Research Inst.
- Hassanein, K., & Head, M. (2007). Manipulating perceived social presence through the web interface and its impact on attitude towards online shopping. International Journal of Human-Computer Studies, 65(8), 689–708. https://doi.org/https://doi.org/10.1016/j.ijhcs.2006.11.018
- Hayes, A. (2017). Introduction to mediation, moderation, and conditional process analysis: A regression-based approach. Guilford publications.
- Heckathorn, D. D. (2011). Comment: snowball versus respondent-driven sampling. Sociological Methodology, 41(1), 355–366. https://doi.org/https://doi.org/10.1111/j.1467-9531.2011.01244.x
- Hoffman, D. L., Novak, T. P., & Peralta, M. (1999). Building consumer trust online. Communications of the ACM, 42(4), 80–85. https://doi.org/https://doi.org/10.1145/299157.299175
- Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172. https://doi.org/https://doi.org/10.1177/1094670517752459
- Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: a perspective article. International Journal of Contemporary Hospitality Management, 32(8), 2563–2573. https://doi.org/https://doi.org/10.1108/IJCHM-03-2020-0237
- Jiménez-Barreto, J., Rubio, N., & Molinillo, S. (2021). Find a flight for me, Oscar!” motivational customer experiences with chatbots. International Journal of Contemporary Hospitality Management, 33(11), 3860–3882. https://doi.org/https://doi.org/10.1108/IJCHM-10-2020-1244
- Jin, B., Yong Park, J., & Kim, J. (2008). Cross-cultural examination of the relationships among firm reputation, e-satisfaction, e-trust, and e-loyalty. International Marketing Review, 25(3), 324–337. https://doi.org/https://doi.org/10.1108/02651330810877243
- Kallio, H., Maija Pietilä, A., Johnson, M., & Kangasniemi, M. (2016). Systematic methodological review: developing a framework for a qualitative semi-structured interview guide. Journal of Advanced Nursing, 72(12), 2954–2965. https://doi.org/https://doi.org/10.1111/jan.13031
- Kau, A. K., & Wan Yiun Loh, E. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants. Journal of Services Marketing, 20(2), 101–111. https://doi.org/https://doi.org/10.1108/08876040610657039
- Komiak, S. Y. X., & Benbasat, I. (2006). The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS Quarterly, 30(4), 941–960. https://doi.org/https://doi.org/10.2307/25148760
- Kontogiorgos, D., Pereira, A., Andersson, O., Koivisto, M., Gonzalez Rabal, E., Vartiainen, V., & Gustafson, J. 2019. “The effects of anthropomorphism and non-verbal social behaviour in virtual assistants.” Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents July 2-5 (New York, NY: Association for Computing Machinery) Paris, France: 133–140.
- Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information Systems Research, 13(2), 205–223. https://doi.org/https://doi.org/10.1287/isre.13.2.205.83
- Kuligowska, K. (2015). Commercial chatbot: performance evaluation, usability metrics and quality standards of embodied conversational agents. Professionals Center for Business Research, 2, 1–16. https://doi.org/https://doi.org/10.18483/PCBR.22
- Kun, X., & Lombard, M. (2017). Persuasive computing: Feeling peer pressure from multiple computer agents. Computers in Human Behavior, 74, 152–162. https://doi.org/https://doi.org/10.1016/j.chb.2017.04.043
- Kuo, C. M., Cheng Chen, L., & Yao Tseng, C. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305–1321. https://doi.org/https://doi.org/10.1108/IJCHM-08-2015-0414
- Kwon, S. J., Park, E., & Joon Kim, K. (2014). What drives successful social networking services? A comparative analysis of user acceptance of facebook and twitter. Social Science Journal, 51(4), 534–544. https://doi.org/https://doi.org/10.1016/j.soscij.2014.04.005
- Lalicic, L., & Weismayer, C. (2021). Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents. Journal of Business Research, 129, 891–901. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.11.005
- Landwehr, J. R., Mcgill, A. L., & Herrmann, A. (2011). It’s got the look: the effect of friendly and aggressive ‘facial’ expressions on product liking and sales. Journal of Marketing, 75(3), 1547–7185. https://doi.org/https://doi.org/10.1509/jmkg.75.3.132
- Lee, J. M., Baek, J., & Da Young, J. (2018). Anthropomorphic design: emotional perception for deformable object. Frontiers in Psychology, 9, 1829. https://doi.org/https://doi.org/10.3389/fpsyg.2018.01829
- Lee, M. K. O., Cheung, C. M. K., & Chen, Z. (2005). Acceptance of internet-based learning medium: the role of extrinsic and intrinsic motivation. Information and Management, 42(8), 1095–1104. https://doi.org/https://doi.org/10.1016/j.im.2003.10.007
- Lei, S. I., Shen, H., & Shun, Y. (2021). A comparison between chatbot and human service: Customer perception and reuse intention. International Journal of Contemporary Hospitality Management, 33(11), 3977–3995. https://doi.org/https://doi.org/10.1108/IJCHM-12-2020-1399
- Liu, C., Bao, Z., & Zheng, C. (2019). Exploring consumers’ purchase intention in social commerce: An empirical study based on trust, argument quality, and social presence. Asia Pacific Journal of Marketing and Logistics, 31(2), 378–397. https://doi.org/https://doi.org/10.1108/APJML-05-2018-0170
- Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36–51. https://doi.org/https://doi.org/10.1016/j.ijhm.2019.01.005
- Luo, X., Tong, S., Fang, Z., & Zhe, Q. (2019). Frontiers: machines vs. humans: the impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937–947. https://doi.org/https://doi.org/10.1287/mksc.2019.1192
- Marina, P., Kwak, H., & Rocereto, J. F. (2013). When humanizing brands goes wrong: the detrimental effect of brand anthropomorphization amid product wrongngs. Journal of Marketing, 77(3), 81–100. https://doi.org/https://doi.org/10.1509/jm.11.0510
- Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/https://doi.org/10.2307/258792
- McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: an integrative typology. Information Systems Research, 13(3), 334–359. https://doi.org/https://doi.org/10.1287/isre.13.3.334.81
- McLean, G., Osei-Frimpong, K., Wilson, A., & Pitardi, V. (2020). How live chat assistants drive travel consumers’ attitudes, trust and purchase intentions: the role of human touch. International Journal of Contemporary Hospitality Management, 32(5), 1795–1812. https://doi.org/https://doi.org/10.1108/IJCHM-07-2019-0605
- Melián-González, S., Gutiérrez-Taño, D., & Bulchand-Gidumal, J. (2021). Predicting the intentions to use chatbots for travel and tourism. Current Issues in Tourism, 24(2), 192–210. https://doi.org/https://doi.org/10.1080/13683500.2019.1706457
- Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: how humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535–556. https://doi.org/https://doi.org/10.1177/0022243718822827
- Miao, F., Kozlenkova, I. V., Wang, H., Xie, T., & Palmatier, R. W. (2022). An emerging theory of avatar marketing. Journal of Marketing, 86(1), 67–90. https://doi.org/https://doi.org/10.1177/0022242921996646
- Minato, T., Shimada, M., Ishiguro, H., & Itakura, S. (2004). Development of an android robot for studying human-robot interaction, IEA/AIE'2004: Proceedings of the 17th international conference on Innovations in applied artificial intelligence, May 17-20 Ottawa, Canada). (Vol. 3029, pp. 424–434). Springer Verlag.
- Moon, Y. (2000). Intimate Exchanges: Using Computers to Elicit Self-Disclosure from Consumers. Journal of Consumer Research, 26(4), 323–339. https://doi.org/https://doi.org/10.1086/209566
- Morana, S., Gnewuch, U., Jung, D., & Granig, C. 2020. “The effect of anthropomorphism on investment decision-making with robo-advisor chatbots.” Proceedings of European Conference on Information Systems (ECIS), Marrakech, Morocco.
- Moriuchi, E. (2021). An empirical study on anthropomorphism and engagement with disembodied ais and consumers’ re-use behavior. Psychology and Marketing, 38(1), 21–42. https://doi.org/https://doi.org/10.1002/mar.21407
- Nass, C., & Moon, Y. (2000). Machines and mindlessness: social responses to computers. Journal of Social Issues, 56(1), 81–103. https://doi.org/https://doi.org/10.1111/0022-4537.00153
- Nicholas, E., Waytz, A., & Cacioppo, J. T. (2007). On seeing human: a three-factor theory of anthropomorphism. Psychological Review, 114(4), 864–886. https://doi.org/https://doi.org/10.1037/0033-295X.114.4.864
- Niculescu, A., van Dijk, B., Nijholt, A., Haizhou, L., & Lan See, S. (2013). Making social robots more attractive: the effects of voice pitch, humor and empathy. International Journal of Social Robotics, 5(2), 171–191. https://doi.org/https://doi.org/10.1007/s12369-012-0171-x
- Nowak, K. L., & Rauh, C. (2005). The influence of the avatar on online perceptions of anthropomorphism, androgyny, credibility, homophily, and attraction. Journal of Computer-Mediated Communication, 11(1), 153–178. https://doi.org/https://doi.org/10.1111/j.1083-6101.2006.tb00308.x
- Palinkas, L. A., Horwitz, S. M., Green, C. A., Wisdom, J. P., Duan, N., & Hoagwood, K. (2015). Purposeful sampling for qualitative data collection and analysis in mixed method implementation research. Administration and Policy in Mental Health and Mental Health Services Research, 42(5), 533–544. https://doi.org/https://doi.org/10.1007/s10488-013-0528-y
- Pennington, R., Dixon Wilcox, H., & Grover, V. (2003). The role of system trust in business-to-consumer transactions. Journal of Management Information Systems, 20(3), 197–226. https://doi.org/https://doi.org/10.1080/07421222.2003.11045777
- Pillai, R., & Sivathanu, B. (2020). Adoption of AI-based chatbots for hospitality and tourism. International Journal of Contemporary Hospitality Management, 32(10), 3199–3226. https://doi.org/https://doi.org/10.1108/IJCHM-04-2020-0259
- Prokopis, C., Simillidou, A., & Stylianou, M. C. (2020). Tourists’ perceptions regarding the use of anthropomorphic robots in tourism and hospitality. International Journal of Contemporary Hospitality Management, 32(11), 3665–3683. https://doi.org/https://doi.org/10.1108/IJCHM-05-2020-0423
- Qiang, Y., Law, R., & Bin, G. (2009). The impact of online user reviews on hotel room sales. International Journal of Hospitality Management, 28(1), 180–182. https://doi.org/https://doi.org/10.1016/j.ijhm.2008.06.011
- Qiu, L., & Benbasat, I. (2009). Evaluating anthropomorphic product recommendation agents: a social relationship perspective to designing information systems. Journal of Management Information Systems, 25(4), 145–182. https://doi.org/https://doi.org/10.2753/MIS0742-1222250405
- Radziwill, N., & Benton, M. 2017. “Evaluating quality of chatbots and intelligent conversational agents.” http://www.masswerk.at/elizabot/eliza.html
- Rau, P. L. P., Li, Y., & Dingjun, L. (2010). A cross-cultural study: effect of robot appearance and task. International Journal of Social Robotics, 2(2), 175–186. https://doi.org/https://doi.org/10.1007/s12369-010-0056-9
- Rese, A., Ganster, L., & Baier, D. (2020). Chatbots in retailers’ customer communication: how to measure their acceptance? Journal of Retailing and Consumer Services, 56, 102176. https://doi.org/https://doi.org/10.1016/j.jretconser.2020.102176
- Rietz, T., Benke, I., & Maedche, A. 2019. “The impact of anthropomorphic and functional chatbot design features in enterprise collaboration systems on user acceptance.” Proceedings of the 14th International Conference on Wirtschaftsinformatik, Siegen, Germany. 1642–1656.
- Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: a cross-discipline view of trust. Academy of Management Review, 23(3), 393–404. https://doi.org/https://doi.org/10.5465/amr.1998.926617
- Roy, R., & Naidoo, V. (2021). Enhancing chatbot effectiveness: the role of anthropomorphic conversational styles and time orientation. Journal of Business Research, 126, 23–34. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.12.051
- Schoorman, David, F., Roger, C., Mayer, & Davis, J. H. (2007). An integrative model of organizational trust: past, present, and future. Academy of Management Review, 32(2), 344–354. https://doi.org/https://doi.org/10.5465/amr.2007.24348410
- Schuetzler, R. M., Justin Scott Giboney, G. M. G., & Nunamaker, J. F. (2018). The influence of conversational agent embodiment and conversational relevance on socially desirable responding. Decision Support Systems, 114, 94–102. https://doi.org/https://doi.org/10.1016/j.dss.2018.08.011
- Schuetzler, R. M., Mark Grimes, G., & Scott Giboney, J. (2020). The impact of chatbot conversational skill on engagement and perceived humanness. Journal of Management Information Systems, 37) 3(3), 875–900. https://doi.org/https://doi.org/10.1080/07421222.2020.1790204
- Seeger, A.-M., Jellla Pfeiffer, J., & Heinzl, A. 2017. “When do we need a human? Anthropomorphic design and trustworthiness of conversational agents.” Proceedings of the 16th Annual Pre-ICIS Workshop on HCI Research in MIS 2017 December 10, Seoul, Korea, AISeL, 15, 1–6.
- Seungoog, W., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations andpost-recovery relationships. Journal of Services Marketing, 18(2), 133–146. https://doi.org/https://doi.org/10.1108/08876040410528737
- Short, J., Williams, E., & Christie, B. (1976). The social psychology of telecommunications. Wiley.
- Sigala, M. (2020). Tourism and COVID-19: impacts and implications for advancing and resetting industry and research. Journal of Business Research, 117, 312–321. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.06.015
- Statista, 2020. “Digital travel sales growth worldwide from 2014 to 2020.” Statista Digital Market Outlook - Market Report - ETravel Report 2019 (Statista Research Department). https://www-statista-com.ezproxy.lb.polyu.edu.hk/statistics/499690/forecast-of-online-travel-sales-growth-worldwide/
- Stephan, D., Benedikt Brendel, A., & Kolbe, L. M. (2020). Designing anthropomorphic enterprise conversational agents. Business and Information Systems Engineering, 62(3), 193–209. https://doi.org/https://doi.org/10.1007/s12599-020-00639-y
- Sundar, S. S. (2008). The MAIN model: A heuristic approach to understanding technology effects on credibility. In Miriam J. Metzger and Andrew J. Flanagin. The John D. and Catherine T. (Eds.), MacArthur Foundation Digital Media and Learning Initiative, Cambridge, MA: The MIT Press, 73–100. https://doi.org/https://doi.org/10.1162/dmal.9780262562324.073
- Sundar, S. S., Bellur, S., Jeeyun, O., Jia, H., & Sook Kim, H. (2016). Theoretical importance of contingency in human-computer interaction: effects of message interactivity on user engagement. Communication Research, 43(5), 595–625. https://doi.org/https://doi.org/10.1177/0093650214534962
- Thomas, F., Johnston, O., & Thomas, F. (1995). The illusion of life: Disney animation. Hyperion.
- Tung, V. W. S., & Law, R. (2017). The potential for tourism and hospitality experience research in human-robot interactions. International Journal of Contemporary Hospitality Management, 29(10), 2498–2513. https://doi.org/https://doi.org/10.1108/IJCHM-09-2016-0520
- Tung, V. W. S., & Norman, A. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680–2697. https://doi.org/https://doi.org/10.1108/IJCHM-06-2017-0322
- Tussyadiah, I. P. (2020). A review of research into automation in tourism: launching the annals of tourism research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 81, 102883. https://doi.org/https://doi.org/10.1016/j.annals.2020.102883
- Ukpabi, D. C., Aslam, B., & Karjaluoto, H. (2019). Chatbot adoption in tourism services: a conceptual exploration. In Ivanov, S. and Webster, C. (Eds.), Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 105–121). Bingley: Emerald Publishing Limited.
- Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), 695–704. https://doi.org/https://doi.org/10.2307/25148660
- Van Doorn, Jenny, M. M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., & Andrew Petersen, J. (2017). Domo arigato mr. roboto: emergence of automated social presence in organizational frontlines and customers’ service experiences. Journal of Service Research, 20(1), 43–58. https://doi.org/https://doi.org/10.1177/1094670516679272
- Van Kleef, G. A. (2009). How emotions regulate social life: The emotions as social information (EASI) model. Current Directions in Psychological Science, 18(3), 184–188. https://doi.org/https://doi.org/10.1111/j.1467-8721.2009.01633.x
- Venkatesh, V. (2000). Determinants of perceived ease of use: integrating control, intrinsic motivation, and emotion into the technology acceptance model. Information Systems Research, 11(4), 342–365. https://doi.org/https://doi.org/10.1287/isre.11.4.342.11872
- Verhagen, T., van Nes, J., Feldberg, F., & van Dolen, W. (2014). Virtual customer service agents: using social presence and personalization to shape online service encounters. Journal of Computer-Mediated Communication, 19(3), 529–545. https://doi.org/https://doi.org/10.1111/jcc4.12066
- Victoria, G., Nass, C., Chen, T., Nielsen, A., Scarborough, J. K., & Robles, E. (2009). Evaluating the effects of behavioral realism in embodied agents. International Journal of Human Computer Studies, 67(10), 842–849. https://doi.org/https://doi.org/10.1016/j.ijhcs.2009.07.001
- Viglia, G., & Dolnicar, S. (2020). A review of experiments in tourism and Hospitality. Annals of Tourism Research, 80, 102858. https://doi.org/https://doi.org/10.1016/j.annals.2020.102858
- Wan, E. W., & Peng Chen, R. (2021). Anthropomorphism and object attachment. Current Opinion in Psychology, 39, 88–93. https://doi.org/https://doi.org/10.1016/j.copsyc.2020.08.009
- Wang, L. C., Baker, J., Wagner, J. A., & Wakefield, K. (2007). Can a retail web site be social? Journal of Marketing, 71(3), 143–157. https://doi.org/https://doi.org/10.1509/jmkg.71.3.143
- Wang, W., & Benbasat, I. (2007). Recommendation agents for electronic commerce: effects of explanation facilities on trusting beliefs. Journal of Management Information Systems, 23(4), 217–246. https://doi.org/https://doi.org/10.2753/MIS0742-1222230410
- Ward, C. 2021. “Chatbots after COVID-19: what does the future hold for the ‘virtual idiot’?” MyCustomer. March 29. https://www.mycustomer.com/service/channels/chatbots-after-covid-19-what-does-the-future-hold-for-the-virtual-idiot
- Warner, R. M., & Bruce Sugarman, D. (1986). Attributions of personality based on physical appearance, speech, and handwriting. Journal of Personality and Social Psychology, 50(4), 792–799. https://doi.org/https://doi.org/10.1037/0022-3514.50.4.792
- Wen, J., Kozak, M., Yang, S., & Liu, F. (2020). COVID-19: potential effects on chinese citizens’ lifestyle and travel. Tourism Review, 76(1), 74–87. https://doi.org/https://doi.org/10.1108/TR-03-2020-0110
- Wiener, M., & Mehrabian, A. (1968). Language within language: immediacy, a channel in verbal communication. Ardent Media.
- Willis, J. W., Jost, M., & Nilakanta, R. (2007). Foundations of qualitative research: interpretive and critical approaches. Sage.
- Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Vinh Nhat, L., Paluch, S., & Martins, A. (2018). Brave new world: Service robots in the frontline. Journal of Service Management, 29(5), 907–931. https://doi.org/https://doi.org/10.1108/JOSM-04-2018-0119
- Xueni, L., Wa Chan, K., & Kim, S. (2019). Service with emoticons: how customers interpret employee use of emoticons in online service encounters. Journal of Consumer Research, 45(5), 973–987. https://doi.org/https://doi.org/10.1093/jcr/ucy016
- Yang, Y., Liu, Y., Xingyang, L., Jin, A., & Yifan, L. (2022). Anthropomorphism and customers’ willingness to use artificial intelligence service agents. Journal of Hospitality Marketing & Management 31, 1. https://doi.org/https://doi.org/10.1080/19368623.2021.1926037
- Yen, C., & Chiang, M.-C. (2021). Trust me, if you can: A study on the factors that influence consumers’ purchase intention triggered by chatbots based on brain image evidence and self-reported assessments. Behaviour & Information Technology, 40(11), 1177–1194. https://doi.org/https://doi.org/10.1080/0144929X.2020.1743362
- Yi, M. Y., & Hwang, Y. (2003). Predicting the use of web-based information systems: self-efficacy, enjoyment, learning goal orientation, and the technology acceptance model. International Journal of Human Computer Studies, 59(4), 431–449. https://doi.org/https://doi.org/10.1016/S1071-5819(03)00114-9
- Youjeong, K., & Shyam Sundar, S. (2012). Anthropomorphism of computers: is it mindful or MINDLESS? Computers in Human Behavior, 28(1), 241–250. https://doi.org/https://doi.org/10.1016/j.chb.2011.09.006
- Zhanjing, Z., Ju Chen, P., & Lew, A. A. (2020). From high-touch to high-tech: COVID-19 drives robotics adoption. Tourism Geographies, 22(3), 724–734. https://doi.org/https://doi.org/10.1080/14616688.2020.1762118
- Zhao, S. (Nancy), & Timothy, D. J. (2017). Tourists’ consumption and perceptions of red heritage. Annals of Tourism Research, 63, 97–111. https://doi.org/https://doi.org/10.1016/j.annals.2017.01.003
- Złotowski, J., Sumioka, H., Eyssel, F., Nishio, S., Bartneck, C., & Ishiguro, H. (2018). Model of dual anthropomorphism: the relationship between the media equation effect and implicit anthropomorphism. International Journal of Social Robotics, 10(5), 701–714. https://doi.org/https://doi.org/10.1007/s12369-018-0476-5