Abstract
This study examines tourists’ attitudes toward the use of artificially intelligent (AI) devices in either relatively more utilitarian or hedonic tourism services (airline and hospitality services, respectively). Findings suggest that tourists’ acceptance of the use of AI devices in both service contexts is influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy, and emotions toward the artificially intelligent devices. Findings further suggest that social influence is a stronger determinant in hospitality services compared to airline services. Tourists have higher performance expectancy from AI devices used to provide airline services compared to hospitality services. Tourists’ willingness to accept the use of AI devices for delivering hospitality services is lower than airline services. These results suggest that while the utilization of AI devices for delivering functional services is acceptable, the use of AI devices in the delivery of hedonic services may backfire.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.