Items in survey
| Trust in GenAI competency (TGC) was adopted by Kim et al. (2025) | |
| TGC1 | GenAI is well-equipped to handle our work |
| TGC2 | GenAI aligns well with our expertise and specialties |
| TGC3 | GenAI can effectively support our professional activities |
| TGC4 | GenAI offers unique insights tailored to our business needs |
| Compatibility of GenAI (COM) was modified from Xu et al. (2024) and Paul and Ahmed (2024) | |
| COM1 | GenAI complements our business and service model |
| COM2 | Integrating GenAI suits my role in the company |
| COM3 | GenAI aligns with the operational model of travel agencies |
| Supplier–supplier connection (SSC) was modified from Ku (2023) | |
| SSC1 | We collaborate with suppliers using advanced technology |
| SSC2 | We share market insights and ensure timely supply |
| SSC3 | We use technology to share product designs with suppliers |
| Customer agility (CA) was modified by Wamba (2022) | |
| CA1 | We respond swiftly to customer emergencies |
| CA2 | We provide programs to enhance customer service |
| CA3 | We promptly adapt to customer changes |
| CA4 | We quickly address new customer needs |
| CA5 | We swiftly respond to changes in customer product needs |
| Digital marketing innovation (DMI) was modified from Erhan et al. (2024) | |
| DMI1 | We are exploring advanced technology to better connect with customers |
| DMI2 | We develop advanced technology to enhance market intelligence |
| DMI3 | We actively seek advanced technology to grow new markets |
| Online consumption value (OCV) was adapted from Chakraborty et al. (2023) | |
| OCV1 | We deliver a pleasant online shopping experience |
| OCV2 | We keep customers engaged on our mobile app |
| OCV3 | Our app makes online shopping enjoyable |
| OCV4 | Customers enjoy a pleasant shopping experience on our app |
| OCV5 | We are committed to a pleasant online shopping experience |
| Service innovation performance (SIP) was modified by Yen et al. (2012) and Kumar et al. (2023) | |
| SIP1 | We offer more innovative services to meet customer needs than other travel agencies |
| SIP2 | We prioritize service innovation more than other travel agencies |
| SIP3 | We excel in achieving service innovation and profit compared to other travel agencies |
| SIP4 | We outperform competitors in service innovation |
| TGC1 | GenAI is well-equipped to handle our work |
| TGC2 | GenAI aligns well with our expertise and specialties |
| TGC3 | GenAI can effectively support our professional activities |
| TGC4 | GenAI offers unique insights tailored to our business needs |
| COM1 | GenAI complements our business and service model |
| COM2 | Integrating GenAI suits my role in the company |
| COM3 | GenAI aligns with the operational model of travel agencies |
| SSC1 | We collaborate with suppliers using advanced technology |
| SSC2 | We share market insights and ensure timely supply |
| SSC3 | We use technology to share product designs with suppliers |
| CA1 | We respond swiftly to customer emergencies |
| CA2 | We provide programs to enhance customer service |
| CA3 | We promptly adapt to customer changes |
| CA4 | We quickly address new customer needs |
| CA5 | We swiftly respond to changes in customer product needs |
| DMI1 | We are exploring advanced technology to better connect with customers |
| DMI2 | We develop advanced technology to enhance market intelligence |
| DMI3 | We actively seek advanced technology to grow new markets |
| OCV1 | We deliver a pleasant online shopping experience |
| OCV2 | We keep customers engaged on our mobile app |
| OCV3 | Our app makes online shopping enjoyable |
| OCV4 | Customers enjoy a pleasant shopping experience on our app |
| OCV5 | We are committed to a pleasant online shopping experience |
| SIP1 | We offer more innovative services to meet customer needs than other travel agencies |
| SIP2 | We prioritize service innovation more than other travel agencies |
| SIP3 | We excel in achieving service innovation and profit compared to other travel agencies |
| SIP4 | We outperform competitors in service innovation |
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