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What makes you continuously use chatbot services? Evidence from chinese online travel agencies

Lin Li (), Kyung Young Lee (), Emmanuel Emokpae () and Sung-Byung Yang ()
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Lin Li: Kyung Hee University
Kyung Young Lee: Dalhousie University
Emmanuel Emokpae: Dalhousie University
Sung-Byung Yang: Kyung Hee University

Electronic Markets, 2021, vol. 31, issue 3, No 8, 575-599

Abstract: Abstract Thanks to artificial intelligence, chatbots have been applied to many consumer-facing applications, especially to online travel agencies (OTAs). This study aims to identify five quality dimensions of chatbot services and investigate their effect on user confirmation, which in turn leads to use continuance. In addition, the moderating role of technology anxiety in the relationships between chatbot quality dimensions and post-use confirmation is examined. Survey data were gathered from 295 users of Chinese OTAs. Partial Least Square (PLS) was used to analyze measurement and structural models. Understandability, reliability, assurance, and interactivity are positively associated with post-use confirmation and technology anxiety moderates the relationships between four chatbot quality dimensions and confirmation. Confirmation is positively associated with satisfaction, which in turn influences use continuance intention. This study examines how chatbot services in OTAs are considered by users (human-like agents vs. technology-enabled services) by investigating the moderating role of technology anxiety.

Keywords: Chatbot service quality; Online travel agency; Extended post-acceptance model of IS continuance; Technology anxiety; Artificial intelligence; Human-machine interaction (search for similar items in EconPapers)
JEL-codes: Z3 Z32 (search for similar items in EconPapers)
Date: 2021
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DOI: 10.1007/s12525-020-00454-z

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