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The potential of chatbots in travel & tourism services in the context of social distancing

Abstract

As many other sectors, the travel and tourism industries faced great challenges following the 2019/20 health pandemic, with confinements and border closures bringing travel to a halt. Although research exploring the impact of the health crisis is increasing, prior work investigating the potential of emerging technologies to mitigate the negative consequences remains scarce. The purpose of the current paper is to examine tourists chatbot usage intentions in service encounters within the context of a future international travel, assuming continued social distancing. Our results indicate that automation, habit, social presence and health consciousness all contributed positively to chatbot usage intentions. Further variations were observed as a function of experiencing government-imposed lockdown. The role of social presence and human qualities in chatbots was weakened when controlling for lockdown and during the trip experience. Finally, the impact of health consciousness on use intentions was most pronounced during the travel stage.

Cite as: Hasan,Rajibul; Koles, Bernadett; Zaman, Mustafeed; Paul,Justin (2021) ‘The potential of chatbots in travel & tourism services in the context of social distancing’. International Journal of Technology Intelligence and Planning (In Press)

Source: International Journal of Technology Intelligence and Planning (IJTIP) Inderscience Publishers – linking academia, business and industry through research

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The Impact of Social Media on Business Model Innovation | Taylor & Francis Group

Abstract

This study investigates the drive of Chinese consumers to purchase luxury items and the influence of social media on business model innovation via in-depth interviews. Our primary data were collected from 30 interviews. These were our general findings: the reputation of the KOL (key opinion leader) will increase customers’ brand knowledge. The trustworthy UGC (user-generated content) and interactivity of the network community help customers better evaluate and make selections. Acquaintance and word of mouth have positive influence on customer decision making. The findings of this study support the view that social media sites have a relatively positive influence on the process of information search, alternative evaluation, and selection. The implications of this study will help luxury brands implement an effective social media marketing strategy to influence the customers’ purchasing behavior.

Cite as: Hasan, Md Rajibul; Teng, Yulin; Shams, Riad (2021) ‘The Impact of Social Media on Business Model Innovation’ In: Business Model Innovation. United Kingdom: Routledge.

Source: The Impact of Social Media on Business Model Innovation | Taylor & Francis Group

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Influencers’ Impact on Business Model Innovation in the Luxury Personal Goods Industry | Taylor & Francis Group

The digital age has had a great impact on the world and, more specifically, on the luxury personal goods industry’s business model. It has led to the rise of digital marketing, branding, and influencer marketing. Luxury brands have had to renounce their traditional ways and become more interactive with their consumers. New luxury brands are competing directly with heritage luxury brands and have made it impossible for some brands to stay relevant if they do not evolve. The consumers have also evolved and want to connect directly with the brands. Influencer marketing has played an important role in bridging this gap between the brand and the consumer. Sprout Social has described an influencer as “someone in your niche or industry with sway over your target audience.” Influencers can be broadly categorised as micro- or established influencers. In this chapter, we research how effective influencer marketing can be based on the opinion of the consumers, industry specialists, and the brand.

Cite as: Hasan, Rajibul; Billa, Malvika (2021) ‘Influencers’ Impact on Business Model Innovation in the Luxury Personal Goods Industry’ In: Business Model Innovation. United Kingdom: Routledge.

Source: Influencers’ Impact on Business Model Innovation in the Luxury Personal Goods Industry | Taylor & Francis Group