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Keywords: Customer trust in AI
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Journal Articles
Journal:
The Bottom Line
The Bottom Line (2026) 39 (3): 299–319.
Published: 18 September 2025
... response to stimuli (Balakrishnan et al., 2022 ; Nguyen et al., 2021). Response (R) is operationalized as the intention to use chatbots. H1b: Hedonic value positively influences customer trust in AI-based chatbots in the hotel sector. H2a. Utilitarian...
