000151717 001__ 151717
000151717 005__ 20250319155218.0
000151717 0247_ $$2doi$$a10.1016/j.ijhm.2025.104130
000151717 0248_ $$2sideral$$a143219
000151717 037__ $$aART-2025-143219
000151717 041__ $$aeng
000151717 100__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza
000151717 245__ $$aIntelligence and humanness as key drivers of service value in Generative AI chatbots
000151717 260__ $$c2025
000151717 5060_ $$aAccess copy available to the general public$$fUnrestricted
000151717 5203_ $$aAutomated service agents with different levels of artificial intelligence (AI) - mechanical, analytical, and emotional - are gradually replacing employees in their interactions with customers. Previous research suggests that these agents (e.g., chatbots) should embed human behavioral traits such as warmth, competence, and even automated social presence (i.e., perceiving that one is interacting with someone else). However, it is unknown whether different levels of AI are perceived by customers as features increasing humanness and, subsequently, leading to higher functional, monetary, social, or emotional value. Through an experimental design based on tourism chatbots, the results from structural equation analysis reveal that whereas mechanical AI decreases automated social presence, analytical AI increases perceptions of competence and warmth, and emotional AI improves all humanness cues. The article merges the research streams of service agent design and customers’ perceptions of humanness to guide tourism managers in implementing generative AI agents to increase service value.
000151717 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/S20-23R METODO Research Group
000151717 540__ $$9info:eu-repo/semantics/embargoedAccess$$aby-nc-nd$$uhttp://creativecommons.org/licenses/by-nc-nd/3.0/es/
000151717 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000151717 700__ $$aMillastre-Valencia, Paola
000151717 700__ $$0(orcid)0000-0002-2291-1409$$aBelanche, Daniel$$uUniversidad de Zaragoza
000151717 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, Carlos$$uUniversidad de Zaragoza
000151717 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000151717 773__ $$g128 (2025), 104130 [13 pp.]$$pINTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT$$tInternational Journal of Hospitality Management$$x0278-4319
000151717 8564_ $$s670285$$uhttps://zaguan.unizar.es/record/151717/files/texto_completo.pdf$$yPostprint$$zinfo:eu-repo/date/embargoEnd/2028-02-15
000151717 8564_ $$s1746456$$uhttps://zaguan.unizar.es/record/151717/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint$$zinfo:eu-repo/date/embargoEnd/2028-02-15
000151717 909CO $$ooai:zaguan.unizar.es:151717$$particulos$$pdriver
000151717 951__ $$a2025-03-19-14:21:25
000151717 980__ $$aARTICLE