How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?
Abstract
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’...
Paper Details
Title
How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?
Published Date
Jun 23, 2020
Journal
Volume
12
Issue
12
Pages
5119 - 5119
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