What makes you continuously use chatbot services? Evidence from chinese online travel agencies
Abstract
Thanks to artificial intelligence, chatbots have been applied to many consumer-facing applications, especially to online travel agencies (OTAs). This study aims to identify five quality dimensions of chatbot services and investigate their effect on user confirmation, which in turn leads to use continuance. In addition, the moderating role of technology anxiety in the relationships between chatbot quality dimensions and post-use confirmation is...
Paper Details
Title
What makes you continuously use chatbot services? Evidence from chinese online travel agencies
Published Date
Jan 21, 2021
Journal
Volume
31
Issue
3
Pages
575 - 599
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