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Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents

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  • Lalicic, Lidija
  • Weismayer, Christian

Abstract

This study analyzes the relationship between consumers’ values and their reasons for and against perceived value co-creation as well as their behavioral intentions related to using artificial intelligence (AI)-enabled travel service agents (chatbots). Structual equation modeling (SEM) results mainly support the hypotheses driven by the behavioral reasoning theory (BRT) but presume that one means lead to usage intentions of AI-enabled travel service agents. Given the interdependency and complexity of consumers’ reasoning processes, in addition, fuzzy-set qualitative comparative analysis (fsQCA) is conducted to provide more insight into this unexplored topic presuming multiple different trajectories. The complex solutions of fsQCA indicate that four different combinations sufficiently explain consumers’ intent to use AI-enabled travel service agents. Overall, the findings shed light on a new area of consumer behavior and the acceptance of AI-enabled service encounters.

Suggested Citation

  • Lalicic, Lidija & Weismayer, Christian, 2021. "Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents," Journal of Business Research, Elsevier, vol. 129(C), pages 891-901.
    • Handle: RePEc:eee:jbrese:v:129:y:2021:i:c:p:891-901
    DOI: 10.1016/j.jbusres.2020.11.005
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    6. Nathalie Peña-García & Mauricio Losada-Otálora & Jorge Juliao-Rossi & Augusto Rodríguez-Orejuela, 2021. "Co-Creation of Value and Customer Experience: An Application in Online Banking," Sustainability, MDPI, vol. 13(18), pages 1-14, September.
    7. Christou, Prokopis & Hadjielias, Elias & Simillidou, Aspasia & Kvasova, Olga, 2023. "The use of intelligent automation as a form of digital transformation in tourism: Towards a hybrid experiential offering," Journal of Business Research, Elsevier, vol. 155(PB).
    8. Anthony Okoeguale, 2023. "Brand Value Co-creation Revisited: A Critical Review of Studies," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 12, March.
    9. Sandra Maria Correia Loureiro & Jorge Nascimento, 2021. "Shaping a View on the Influence of Technologies on Sustainable Tourism," Sustainability, MDPI, vol. 13(22), pages 1-18, November.
    10. Shaengchart, Yarnaphat & Kraiwanit, Tanpat & Butcharoen, Smich, 2023. "Factors influencing the effects of the Starlink Satellite Project on the internet service provider market in Thailand," Technology in Society, Elsevier, vol. 74(C).
    11. Wang, Qingtao & Bai, Xuan & Li, Julie Juan, 2023. "Achieving value co-creation through cooperation in international joint ventures: A two-level perspective," International Business Review, Elsevier, vol. 32(1).
    12. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
    13. Kautish, Pradeep & Purohit, Sonal & Filieri, Raffaele & Dwivedi, Yogesh K., 2023. "Examining the role of consumer motivations to use voice assistants for fashion shopping: The mediating role of awe experience and eWOM," Technological Forecasting and Social Change, Elsevier, vol. 190(C).

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