...Garima Malik; Dharmendra Singh; Aruna Jha Purpose In the rapidly evolving landscape of online travel agencies (OTAs), the integration of AI-powered chatbots represents a transformative innovation that has fundamentally changed how travelers interact with services. These intelligent virtual...

...Maria Romero-Charneco; Ana-María Casado-Molina; Pilar Alarcón-Urbistondo; Juan Pedro Cabrera Sánchez Purpose Given the importance of chatbots in customer service in tourism, this paper aims to understand the drivers that predispose regular consumers of restaurant recommendation chatbots to continue...

...Yimin Zhu; Jiemin Zhang; Jifei Wu Purpose This study aims to explore the recovery performances of chatbots (vs human employees) and help firms use chatbots to carry out effective service recovery. Design/methodology/approach Two experiments were conducted to test the proposed hypotheses. Findings...