Português
Ciência-IUL
Publications
Publication Detailed Description
Symmetric and asymmetric modeling to understand drivers and consequences of hotel chatbot engagement
Journal Title
International Journal of Human–Computer Interaction
Year (definitive publication)
2024
Language
English
Country
United States of America
More Information
Web of Science®
Scopus
Google Scholar
Abstract
Drawing on action identification and complexity theories, this study explores lifestyle congruency and chatbot identification as drivers of engagement, leading to chatbot advocacy. Data collected from 304 individuals were assessed symmetrically through PLS-SEM. Moreover, configuration causal paths were assessed through fsQCA. Findings reveal the role of chatbot identification in the relationship between lifestyle congruency and customer chatbot engagement. Lifestyle congruency and chatbot identification significantly influence all the dimensions of chatbot engagement. Nevertheless, only customer referrals and customer influence lead to chatbot advocacy. Findings from fsQCA reveal six and seven different paths, leading to high and low levels of chatbot advocacy, respectively. This is one of the first studies to apply both symmetrical and asymmetrical analysis to examine different casual paths to chatbot advocacy.
Acknowledgements
--
Keywords
Fields of Science and Technology Classification
- Economics and Business - Social Sciences
Contributions to the Sustainable Development Goals of the United Nations
With the objective to increase the research activity directed towards the achievement of the United Nations 2030 Sustainable Development Goals, the possibility of associating scientific publications with the Sustainable Development Goals is now available in Ciência-IUL. These are the Sustainable Development Goals identified by the author(s) for this publication. For more detailed information on the Sustainable Development Goals, click here.
