512
Views
0
CrossRef citations to date
0
Altmetric
Research Article

Role of tourist-chatbot interaction on visit intention in tourism: the mediating role of destination image

ORCID Icon, ORCID Icon & ORCID Icon
Received 28 Aug 2023, Accepted 23 Nov 2023, Published online: 03 Dec 2023

References

  • Ajzen, I. (1985). From intentions to actions: A theory of planned behaviour. In Action control: From cognition to behaviour (pp. 11–39). Springer.
  • Alcañiz, E. B., García, I. S., & Blas, S. S. (2009). The functional-psychological continuum in the cognitive image of a destination: A confirmatory analysis. Tourism Management, 30(5), 715–723. https://doi.org/10.1016/j.tourman.2008.10.020
  • Arruda, A. (2017). An ethical obligation to use artificial intelligence: An examination of the use of artificial intelligence in law and the model rules of professional responsibility. American Journal of Trial Advocacy, 40(3), 443–458.
  • Ashfaq, M., Yun, J., Yu, S., & Loureiro, S. M. (2020). I, Chatbot: Modeling the determinants of users’ satisfaction and continuance intention of AI-powered service agents. Telematics and Informatics, 54, 1–17. https://doi.org/10.1016/j.tele.2020.101473
  • Baloglu, S., & McCleary, K. W. (1999). A model of destination image formation. Annals of Tourism Research, 26(4), 868–897. https://doi.org/10.1016/S0160-7383(99)00030-4
  • Beckett, S. (2015, Eylül 12). Robo-journalism: How a computer describes a sports match. BBC News. https://www.bbc.com/news/technology-34204052.
  • Blazquez-Resino, J. J., Muro-Rodriguez, A. I., & Perez-Jimenez, I. R. (2016). Differences of perceived image generated through the web site: Empirical evidence obtained in Spanish destinations. Frontiers in Psychology, 7, 1–14. https://doi.org/10.3389/fpsyg.2016.01861
  • Boes, K., Buhalis, D., & Inversini, A. (2015). Conceptualising smart tourism destination dimensions. In I. Tussyadiah, & A. Inversini (Eds.), Information and communication technologies in Tourism (pp. 391–403). Springer International Publishing. https://doi.org/10.1007/978-3-319-14343-9_29
  • Buhalis, D. (2020). Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: A perspective article. Tourism Review, 75(1), 267–272. https://doi.org/10.1108/TR-06-2019-0258
  • Buhalis, D., & Sinarta, Y. (2019). Real-time co-creation and nowness service: Lessons from tourism and hospitality. Journal of Travel & Tourism Marketing, 36(5), 563–582. https://doi.org/10.1080/10548408.2019.1592059
  • Byon, K. K., & Zhang, J. J. (2010). Development of a scale measuring destination image. Marketing Intelligence & Planning, 28(4), 508–532. https://doi.org/10.1108/02634501011053595
  • Carisi, M., Albarelli, A., & Luccio, F. L. (2019). Design and implementation of an airport chatbot. In Proceedings of the 5th EAI international conference on smart objects and technologies for social good (pp. 49–54). Association for Computing Machinery. https://doi.org/10.1145/3342428.3342664
  • Chen, Y.-C., Shang, R.-A., & Li, M.-J. (2014). The effects of perceived relevance of travel blogs’ content on the behavioral intention to visit a tourist destination. Computers in Human Behavior, 30, 787–799. https://doi.org/10.1016/j.chb.2013.05.019
  • Chi, N. T. (2022). Transforming travel motivation into intention to pay for nature conservation in national parks: The role of Chatbot e-services. Journal for Nature Conservation, 68, 1–10. https://doi.org/10.1016/j.jnc.2022.126226
  • Chung, M., Ko, E., Joung, H., & Kim, S. J. (2020). Chatbot e-service and customer satisfaction regarding luxury brands. Journal of Business Research, 117, 587–595. https://doi.org/10.1016/j.jbusres.2018.10.004
  • Crompton, J. L. (1979). An assessment of the image of Mexico as a vacation destination and the influence of geographical location upon that image. Journal of Travel Research, 17(4), 18–23. https://doi.org/10.1177/004728757901700404
  • De Cicco, R., Silva, S., & Alparone, F. (2020). Millennials’ attitude toward chatbots: An experimental study in a social relationship perspective. International Journal of Retail & Distribution Management, 48(11), 1213–1233. https://doi.org/10.1108/IJRDM-12-2019-0406
  • de la Hoz-Correa, A., & Munoz-Leiva, F. (2019). The role of information sources and image on the intention to visit a medical tourism destination: A cross-cultural analysis. Journal of Travel & Tourism Marketing, 36(2), 204–219. https://doi.org/10.1080/10548408.2018.1507865
  • Doosti, S., Jalilvand, M. R., Asadi, A., Pool, J. K., & Adl, P. M. (2016). Analyzing the influence of electronic word of mouth on visit intention: The mediating role of tourists’ attitude and city image. International Journal of Tourism Cities, 2(2), 137–148. https://doi.org/10.1108/IJTC-12-2015-0031
  • Duro, J. A., Perez-Laborda, A., Turrion-Prats, J., & Fernández, M. (2021). COVID-19 and tourism vulnerability. Tourism Management Perspectives, 38, 1–12. https://doi.org/10.1016/j.tmp.2021.100819
  • Ekinci, Y., Riley, M., & Chen, J. S. (2000). A review of comparison standards used in service quality and customer satisfaction studies: Emerging issues for hospitality and tourism research. Tourism Analysis, 5, 197–202. https://doi.org/10.1079/9780851995359.0321
  • Fakeye, P. C., & Crompton, J. L. (1991). Image differences between prospective, first-time, and repeat visitors to the Lower Rio Grande Valley. Journal of Travel Research, 30(2), 10–16. https://doi.org/10.1177/004728759103000202
  • Ferreira, S., Santos, S., & Santo, P. E. (2022). How creativity and celebrity trust promotes intention to visit a destination. In N. Martins, & D. Brandão (Eds.), Advances in design and digital communication. Springer Series in Design and Innovation. https://doi.org/10.1007/978-3-030-89735-2_56
  • Frias, D. M., Rodrìguez, M. A., & Castañeda, J. A. (2008). Internet vs. travel agencies on pre-visit destination image formation: An information processing view. Tourism Management, 29(1), 163–179. https://doi.org/10.1016/j.tourman.2007.02.020
  • González-Rodríguez, M. R., Díaz-Fernández, M. C., Bilgihan, A., Okumus, F., & Shi, F. (2022). The impact of eWOM source credibility on destination visit intention and online involvement: A case of Chinese tourists. Journal of Hospitality and Tourism Technology, 13(5), 855–874. https://doi.org/10.1108/JHTT-11-2021-0321
  • Govers, R., & Go, F. M. (2005). Projected destination image online: Website content analysis of pictures and text. Information Technology & Tourism, 7(2), 73–89. https://doi.org/10.3727/1098305054517327
  • Gunn, C. (1997). Vacationscape: Developing tourist areas. Taylor & Francis.
  • Gursoy, D., Li, Y., & Song, H. (2023). ChatGPT and the hospitality and tourism industry: An overview of current trends and future research directions. Journal of Hospitality Marketing & Management, 32(5), 579–592. https://doi.org/10.1080/19368623.2023.2211993
  • Gursoy, D., & McCleary, K. W. (2004). An integrative model of tourists’ information search behaviour. Annals of Tourism Research, 31(2), 353–373. https://doi.org/10.1016/j.annals.2003.12.004
  • Han, M. C. (2021). The impact of anthropomorphism on consumers’ purchase decision in chatbot commerce. Journal of Internet Commerce, 20(1), 46–65. https://doi.org/10.1080/15332861.2020.1863022
  • Hu, L. T., & Bentler, P. M. (1999). Cut-off criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
  • Hung, N. P., & Khoa, B. T. (2023). Applying smart tourism management in vietnam after covid-19 pandemic: A qualitative research. Quality - Access to Success, 24(194), 1–8. https://doi.org/10.47750/QAS/24.194.01
  • Ivanov, S., Gretzel, U., Berezina, K., Sigala, M., & Webster, C. (2019). Progress on robotics in hospitality and tourism: A review of the literature. Journal of Hospitality and Tourism Technology, 10(4), 489–521. https://doi.org/10.1108/JHTT-08-2018-0087
  • Jiang, J., & Ahuja, N. (2020). Response quality in human-chatbot collaborative systems. Proceedings of the 43rd International ACM SIGIR Conference on Research and Development in Information Retrieval, 1545–1548. https://doi.org/10.1145/3397271.3401234
  • Jiang, K., Qin, M., & Li, S. (2022). Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers? Journal of Consumer Behaviour, 21(4), 756–772. https://doi.org/10.1002/cb.2034
  • Lagos, D. G., Poulaki, P., & Lambrou, P. (2021). COVID-19 and its impact on tourism industry. In N. Rezaei (Ed.), Coronavirus disease - COVID-19 (pp. 815–824). Springer. https://doi.org/10.1007/978-3-030-63761-3_45
  • Leahu, L., & Sengers, P. (2014). Freaky: Performing hybrid human-machine emotion. Proceedings of the 2014 Conference on Designing Interactive Systems, 607–616. https://doi.org/10.1145/2598510.2600879
  • Lee, C.-K., Lee, Y.-K., & Lee, B. (2005). Korea’s destination image formed by the 2002 World Cup. Annals of Tourism Research, 32(4), 839–858. https://doi.org/10.1016/j.annals.2004.11.006
  • Lee, P., Hunter, W. C., & Chung, N. (2020). Smart tourism city: Developments and transformations. Sustainability, 12(10), 1–15. https://doi.org/10.3390/su12103958
  • Lei, S. L., Shen, H., & Ye, S. (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/10.1108/IJCHM-12-2020-1399
  • Letheren, K., Russell-Bennett, R., & Whittaker, L. (2020). Black, white or grey magic? Our future with artificial intelligence. Journal of Marketing Management, 36(3-4), 216–232. https://doi.org/10.1080/0267257X.2019.1706306
  • Liang, S. H., & Lai, I. K. W. (2023). Tea tourism: Designation of origin brand image, destination image, and visit intention. Journal of Vacation Marketing, 29(3), 409–427. https://doi.org/10.1177/13567667221099952
  • Luo, X., Tong, S., Fang, Z., & Qu, Z. (2019). Frontiers: Machines vs. humans: The impact of artificial intelligence chatbot disclosure on customer purchases. Marketing Science, 38(6), 937–947. https://doi.org/10.1287/mksc.2019.1192
  • Marasco, A., Buonincontri, P., van Niekerk, M., Orlowski, M., & Okumus, F. (2018). Exploring the role of next-generation virtual technologies in destination marketing. Journal of Destination Marketing & Management, 9, 138–148. https://doi.org/10.1016/j.jdmm.2017.12.002
  • Nguyen, Q. N., Sidorova, A., & Torres, R. (2021). User interactions with chatbot interfaces vs. Menu-based interfaces: An empirical study. Computers in Human Behaviour, 107093. https://doi.org/10.1016/j.chb.2021.107093
  • Nguyen, T. (2019). Potential effects of chatbot technology on customer support: A case study [Master’s thesis]. Aalto University.
  • Nica, I., Tazl, O., & Wotawa, F. (2018). Chatbot-based tourist recommendations using model-based reasoning. Proceedings of the 20th International Configuration Workshop, 25–30.
  • Noh, J., & Vogt, C. (2013). Modelling information use, image, and perceived risk with intentions to travel to East Asia. Current Issues in Tourism, 16(5), 455–476. https://doi.org/10.1080/13683500.2012.741576
  • OpenAI. (2022). Introducing ChatGPT. https://openai.com/blog/chatgpt.
  • Orden-Mejía, M., Carvache-Franco, M., Huertas, A., Carvache-Franco, O., & Carvache-Franco, W. (2023). Modeling users’ satisfaction and visit intention using AI-based chatbots. PLoS One, 18(9), 1–18. https://doi.org/10.1371/journal.pone.0286427
  • Orden-Mejía, M., & Huertas, A. (2021). Analysis of the attributes of smart tourism technologies in destination chatbots that influence tourist satisfaction. Current Issues in Tourism, 25(17), 2854–2869. https://doi.org/10.1080/13683500.2021.1997942
  • Orden-Mejía, M., & Huertas, A. (2022b). Technological attributes that predict tourists’ intention to visit destination, recommend and destination image: Empirical evidence from the Malaga chatbot. In A. Abreu, D. Liberato, & J. C. Garcia Ojeda (Eds.), Advances in tourism, technology and systems (pp. 155–166). Springer. https://doi.org/10.1007/978-981-19-1040-1_13
  • Orden-Mejía, M. A., & Huertas, A. (2022a). Tourist interaction and satisfaction with the chatbot evokes pre-visit destination image formation? A case study. Anatolia, 1–15. https://doi.org/10.1080/13032917.2022.2072918
  • Pereira, T., Limberger, P. F., & Ardigó, C. M. (2021). The moderating effect of the need for interaction with a service employee on purchase intention in chatbots. Telematics and Informatics Reports, 1-4(4), 1–11. https://doi.org/10.1016/j.teler.2022.100003
  • 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/10.1108/IJCHM-04-2020-0259
  • Popy, N. N., & Bappy, T. A. (2022). Attitude toward social media reviews and restaurant visit intention: A Bangladeshi perspective. South Asian Journal of Business Studies, 11(1), 20–44. https://doi.org/10.1108/SAJBS-03-2020-0077
  • Presti, L. L., Maggiore, G., & Marino, V. (2021). The role of the chatbot on customer purchase intention: towards digital relational sales. Italian Journal of Marketing, 2021, 165–188. https://doi.org/10.1007/s43039-021-00029-6
  • Putri, F. P., Meidia, H., & Gunawan, D. (2019). Designing intelligent personalized chatbot for hotel services. Proceedings of the 2nd International Conference on Algorithms, Computing and Artificial Intelligence, 468–472. Association for Computing Machiner. https://doi.org/10.1145/3377713.3377791
  • Rittichainuwat, B. N., & Chakraborty, G. (2009). Perceived travel risks regarding terrorism and disease: The case of Thailand. Tourism Management, 30(3), 410–418. https://doi.org/10.1016/j.tourman.2008.08.001
  • Sands, S., Ferraro, C., Campbell, C., & Tsao, H. (2021). Managing the human–chatbot divide: How service scripts influence service experience. Journal of Service Management, 32(2), 246–264. https://doi.org/10.1108/JOSM-06-2019-0203
  • Sano, A., Imanuel, T., Calista, M., Nindito, H., & Condrobimo, A. (2018). The application of AGNES algorithm to optimize knowledge base for tourism chatbot. 2018 International Conference on Information Management and Technology, 65–68. https://doi.org/10.1109/ICIMTech.2018.8528174
  • Schmidt, J. B., & Spreng, R. A. (1996). A proposed model of external consumer information search. Journal of the Academy of Marketing Science, 24(3), 246–256. https://doi.org/10.1177/0092070396243005
  • Shawar, B. A., & Atwell, E. (2007). Chatbots: Are they really useful? Journal for Language Technology and Computational Linguistics, 22, 29–49. https://doi.org/10.21248/jlcl.22.2007.88
  • Soper, D. (2021). Calculator: A-priori sample size for structural equation models (Software). https://www.danielsoper.com/statcalc/calculator.aspx?id=89.
  • Tosyalı, H., & Aytekin, Ç. (2020). Development of robot journalism application: Tweets of news content in the Turkish language shared by a bot. Journal of Information Technology Management, 12(Special Issue), 68–88. https://doi.org/10.22059/JITM.2020.79335
  • Trading Strategy Guides. (2021, Nisan 7). Best crypto trading bots for 2021. Trading Strategy Guides. https://tradingstrategyguides.com/crypto-trading-bot/.
  • Trivedi, J. (2019). Examining the customer experience of using banking chatbots and its impact on brand love: The moderating role of perceived risk. Journal of Internet Commerce, 18(1), 91–111. https://doi.org/10.1080/15332861.2019.1567188
  • Turing, A. M. (1950). Computing machinery and intelligence. Mind; A Quarterly Review of Psychology and Philosophy, LIX(236), 433–460. https://doi.org/10.1093/mind/LIX.236.433
  • Tussyadiah, I. (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/10.1016/j.annals.2020.102883
  • Ukpabi, D. C., Aslam, B., & Karjaluoto, H. (2019). Chatbot adoption in tourism services: A conceptual exploration. In S. Ivanov, & C. Webster (Eds.), Robots, artificial intelligence, and service automation in travel, tourism and hospitality (pp. 105–121). Emerald Publishing.
  • Weizenbaum, J. (1966). ELIZA – a computer program for the study of natural language communication between man and machine. Communications of the ACM, 9(1), 36–45. https://doi.org/10.1145/365153.365168
  • Woodside, A. G., & Lysonski, S. (1989). A general model of traveler destination choice. Journal of Travel Research, 27(8), 8–14. https://doi.org/10.1177/004728758902700402
  • 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/10.1080/0144929X.2020.1743362
  • Yoon, Y., & Uysal, M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: A structural model. Tourism Management, 26(1), 45–56. https://doi.org/10.1016/j.tourman.2003.08.016
  • Zhou, L., Gao, J., Li, D., & Shum, H. (2020). The design and implementation of xiaoice, an empathetic social chatbot. Computational Linguistics, 46(1), 53–93. https://doi.org/10.1162/coli_a_00368

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.