Autori
Abbate, Tindara
Marozzo, Veronica
Schifilliti, Valeria

Titolo
Artificial Intelligence and Generation Z: Evidence from Tourism and Hospitality
Periodico
Micro & macro marketing
Anno: 2024 - Fascicolo: 1 - Pagina iniziale: 61 - Pagina finale: 188

Although Artificial Intelligence (Ai) systems influence all generations in their tourism experiences, recent studies have scarcely considered the approach of Generation Z (Gen Z) to chatbots in the tourism and hospitality industry. This study aims to fill this gap in the literature by examining the effects of Ai-powered chatbots on hospitality and tourism (i.e., chatbot check-in hotel service) and Gen Z’s purchase intention and behavior. The empirical analysis is based on an online survey, conducted on a sample of Italian individuals born between 1996-2010. Empirical findings show that Gen Z’s purchasing intention and behavior are both positively influenced by the perceived quality of Ai-powered chatbot check-in services. This research provides theoretical and managerial insights into the factors that influence Gen Z purchase intention and behavior to hotels when Ai-powered chatbot services are employed



SICI: 1121-4228(2024)1<61:AIAGZE>2.0.ZU;2-8
Testo completo: https://www.rivisteweb.it/download/article/10.1431/108161
Testo completo alternativo: https://www.rivisteweb.it/doi/10.1431/108161

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