Conversational AI chatbots as counselors for hospitality employees

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-07-24 DOI:10.1016/j.ijhm.2024.103861

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Abstract

Considering the advancement of generative artificial intelligence and the mental health challenges faced by hospitality employees, this study proposes and tests a scenario of counseling hospitality employees using conversational AI chatbots in a mobile app. Survey data were collected from 553 hospitality employees in Japan. Findings reveal that employees’ expected psychological safety of AI chatbots can be improved by AI chatbots’ cuteness of appearance and emotional capability, and their expected service quality in using AI chatbots can be enhanced by cuteness of appearance, emotional capability, and psychological safety. The service quality of AI chatbots then causes their use intention, which then strengthens their willingness to recommend and help colleagues’ usage of AI chatbots for counseling. Moreover, employees’ general app fatigue can moderate the effects of AI chatbots’ cuteness of appearance on psychological safety and service quality. This study offers valuable practical implications for developing conversational AI chatbots for hospitality employees.

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将人工智能聊天机器人作为酒店员工的顾问

考虑到生成式人工智能的发展和酒店业员工面临的心理健康挑战，本研究提出并测试了在移动应用程序中使用会话式人工智能聊天机器人为酒店业员工提供心理咨询的场景。研究收集了日本 553 名酒店业员工的调查数据。研究结果表明，员工对人工智能聊天机器人的心理安全预期可以通过人工智能聊天机器人的可爱外观和情感能力得到改善，员工对使用人工智能聊天机器人的服务质量预期可以通过可爱外观、情感能力和心理安全得到提升。人工智能聊天机器人的服务质量又会引起他们的使用意向，进而增强他们推荐和帮助同事使用人工智能聊天机器人进行咨询的意愿。此外，员工的一般应用疲劳会缓和人工智能聊天机器人的可爱外观对心理安全和服务质量的影响。本研究为开发面向酒店员工的对话式人工智能聊天机器人提供了宝贵的实践意义。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.