Kang, S.-E., Kim, M.J., Kim, J.S. et al. (1 more author) (2024) Can I trust GenAI to plan my next trip? A multi-method approach to optimizing media mix. Journal of Travel Research. ISSN 0047-2875
Abstract
Although tourists can now book trips directly using generative artificial intelligence (GenAI), it remains unclear whether the real-time travel information it provides is comprehensive and sufficiently trustworthy enough to make booking decisions. The present research addresses this gap by integrating media richness, trust transfer, and the value-based adoption model (VAM) to investigate the impact of varying levels of travel information richness (text-only, text-image, and text-image-audio) on the booking behaviors of tourists using GenAI such as ChatGPT. With data from 578 participants, we tested the proposed structural and configurational models using a multi-analytical approach. Our findings revealed that the three media richness levels yield both analogous and distinctive effects on tourist perceptions regarding benefits, costs, trust formation, and intentions in ChatGPT online travel booking. Specifically, the text-image group demonstrated the strongest links from media richness to trust in ChatGPT, perceived benefit to value, and ultimately value to increased booking intention. Our findings from configurational modeling confirm a significant opportunity to harness the power of AI-empowered platforms for online travel booking.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2024 The Authors. Except as otherwise noted, this author-accepted version of a journal article published in Journal of Travel Research is made available via the University of Sheffield Research Publications and Copyright Policy under the terms of the Creative Commons Attribution 4.0 International License (CC-BY 4.0), which permits unrestricted use, distribution and reproduction in any medium, provided the original work is properly cited. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/ |
Keywords: | generative artificial intelligence; media richness; trust, value; privacy; online travel booking |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 11 Dec 2024 15:45 |
Last Modified: | 02 Jan 2025 12:41 |
Status: | Published online |
Publisher: | SAGE Publications |
Refereed: | Yes |
Identification Number: | 10.1177/00472875241305630 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:220572 |