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Escaping Loneliness Through Tourist-Chatbot Interactions

In: Information and Communication Technologies in Tourism 2022

Author

Listed:
  • Peng Wang

    (Beijing Forestry University
    Naikai University)

  • Jun Shao

    (Beijing Forestry University)

Abstract

Social robots such as chatbots are regarded as a practical approach to alleviate loneliness. Few studies in the tourism field have focused on loneliness and its impact on the acceptance of chatbots used by the tourism industry. This paper explores the factors influencing tourists’ willingness to use chatbots from the perspective of loneliness by combining theories related to anthropomorphism and the uncanny valley effect. This paper adopts a qualitative research method by taking a semi-structured interview with 15 tourists who have used travel chatbots before. The results show that in addition to perceived ease of use and perceived usefulness, there are three factors (tourist loneliness, perceived anthropomorphism, and user anxiety) that directly influence tourists’ acceptance of travel chatbots. Moreover, tourist loneliness positively influences user anxiety through perceived anthropomorphism. User anxiety has a negative effect on perceived ease of use and perceived usefulness. This research then proposed an extended TAM model from the perspective of tourist loneliness. This paper enriches the research on loneliness as well as chatbots in the tourism field. The results provide suggestions for the practical application of travel chatbots.

Suggested Citation

  • Peng Wang & Jun Shao, 2022. "Escaping Loneliness Through Tourist-Chatbot Interactions," Springer Books, in: Jason L. Stienmetz & Berta Ferrer-Rosell & David Massimo (ed.), Information and Communication Technologies in Tourism 2022, pages 473-485, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-94751-4_44
    DOI: 10.1007/978-3-030-94751-4_44
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