...Rahul Meena; Saumyaranjan Sahoo; Anubhav Mishra Purpose Through the integration of the heuristic-systematic model ( HSM ) and the trust-building model, this study aims to investigate the intricate mechanisms through which online travel chatbots’ (OTCs) characteristics influence trust formation...

... 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Technology Customer satisfaction Trust artificial intelligence 关键词：顾客满意度 技术 人工智能 信任 Service failures in businesses pose challenges for maintaining customer satisfaction and loyalty...

... behavioral intention in restaurants. Findings A SmartPLS estimate revealed that customer perceptions of a friendly and understanding relationship with an influencer increases identification, which leads to engagement and intention to purchase. However, trust in an influencer is not sufficient to increase...

...Pingping Hou; Hanqin Qiu; Lianping Ren; Binyao Jia; Jingna Wang Purpose This study aims to employ the Elaboration Likelihood Model (ELM) theory to identify the antecedents (service quality, perceived risk, and perceived expertise) that affect visitors' trust intentions, with trust beliefs serving...

... by exploring how AI service robots might enhance feedback collection, compared to human approaches across various scenarios. Design/methodology/approach Conceptualized on the commitment-trust theory, this research delves into the relationship between motivation and willingness to share customer feedback...

...Jia Tingli; Eugene Cheng-Xi Aw; Hon-Tat Huam; Garry Wei-Han Tan Purpose This study aims to explore how artificial autonomy affects tourists’ trust in autonomous vehicles (AVs) using the two-waves quantitative method. Design/methodology/approach Study 1 used the Delphi method to determine...

...Muslim Amin; M. Omar Parvez; Shahid Rasool; Leonardo Aureliano-Silva; Angad Dang Purpose This study aims to investigate human–robot interactions (HRI) in hospitality, examining how perceived intelligence, social presence and social interactivity influence customer attitudes, trust, rapport...

... and service quality, there are significant concerns about its impact on trust and security. A consensus exists between customer and provider perspectives on BCT’s trustworthiness, but significant differences were observed in views on privacy and security enhancement. Originality/value This research...

... functions that trust and rapport play in robot acceptance in hotel services. Additionally, this study incorporates customer characteristics into the modified sRAM. Design/methodology/approach Consistent partial least squares (PLSc) was used to test the proposed model utilizing data collected from 456...

...Yi-Man Teng; Kun-Shan Wu; Wen-Cheng Wang; Lin-Wen Chen Purpose This study aims to establish a comprehensive model integrating variables from the updated unified theory of acceptance and use of technology (UTAUT), expectation-confirmation model (ECM) and trust to determine what factors influence...

... motivation and trust significantly influence purchase behaviour through the self-ordering kiosks. Meanwhile, price value and customer habit did not affect purchasing behaviour, while perceived safety risk as a moderator does not influence re-purchase behaviour. Practical implications This study provides...

...Shasha Liu; Danni Zheng Purpose This paper aims to establish and empirically test a theoretical framework to explain the impacts of health quick response (QR) technology trust and acceptance on responsible pandemic travel. Design/methodology/approach The study integrates trust, confidence...

..., attitudes toward technology can only influence BI through the mediating variables of trust and curiosity. Practical implications The findings provide useful insights, encouraging hotels to positively enhance consumers’ attitudes toward technology when introducing TBI services. Originality/value Most...

... and then participants were asked to complete a questionnaire based on their user experience. Partial least square technique was used to perform a path analysis on the model. Findings Social influence and effort expectancy have significant direct influence on reuse intention. Social influence increases the trust level...

... and mediating role of constructs such as satisfaction and trust in creating loyalty in fast-food restaurants (FFRs). Design/methodology/approach A sample of 456 fast-food customers was collected using a structured questionnaire. This paper uses partial least squares path modeling to test and validate...

...Jungsun (Sunny) Kim; Sungsik Yoon; Dina Marie V. Zemke Purpose The purpose of this study is to investigate the determinants of customers’ intentions to use location-based services (LBS) offered by a hotel. The study examined whether hotel customers’ coupon proneness, trust, privacy concerns...

.... 39), which highlights the main difference with WOM: the breadth of its reach. The credibility of WOM is based on homophily – the degree of perceived similarity between source and recipient (Wang et al., 2008) – so that receivers are more likely to trust WOM given by people who are like them...