Strangers or friends? Examining chatbot adoption in tourism through psychological ownership
基于200名游客调查数据，研究发现用聊天机器人替代人际互动会降低游客的心理所有权，进而削弱自我效能感、责任感和自我认同，最终减少关系承诺和再次预订意愿。
Most tourism literature focuses on the potential advantages of AI adoption. This study focuses specifically on chatbots for managing customer relationships in tourism. It advances psychological ownership as a useful theoretical lens to address the potential negative consequences of employing chatbots in tourism. A study on survey data from 200 customers shows that replacing the human component of the relationship with a chatbot decreases tourists’ psychological ownership feelings, negatively affecting selfefficacy, accountability, and self-identity. Ultimately, using chatbots diminishes relationship commitment and leads to lower rebooking intention.