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Keywords: Booking intention
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Journal Articles
Journal:
Information Technology & People
Information Technology & People (2026) 39 (5): 2240–2265.
Published: 16 January 2026
... with a parallel mediation model. Findings Our findings show that to improve customer satisfaction and increase booking intentions, negative reviews are most effectively addressed through an augmented human approach in which GAI creates an initial draft and experienced professional staff refine it. In contrast...
Includes: Supplementary data
