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サイトウ ヒロアキ
SAITO Hiroaki
齊藤 広晃 所属 立命館アジア太平洋大学 国際経営学部 職種 教授 |
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| 言語種別 | 英語 |
| 発行・発表の年月 | 2024 |
| 形態種別 | 学術論文 |
| 査読 | 査読あり |
| 標題 | Conversational AI chatbots as counselors for hospitality employees |
| 執筆形態 | 共著 |
| 掲載誌名 | International Journal of Hospitality Management |
| 掲載区分 | 国外 |
| 出版社・発行元 | Elsevier |
| 巻・号・頁 | 122,pp.103861 |
| 総ページ数 | 10 |
| 担当範囲 | All |
| 国際共著 | 国際共著 |
| 著者・共著者 | ◎Yao-Chin Wang
Oscar Hengxuan Chi Hiroaki Saito Yue Lu |
| 概要 | This study examines the use of conversational AI chatbots for counselling hospitality employees, based on survey data from 553 employees in Japan. The findings show that chatbots’ cute appearance and emotional capability enhance psychological safety and perceived service quality, which in turn increase employees’ intention to use and recommend them. The study also identifies app fatigue as an important moderating factor and provides practical insights for developing AI-based employee support tools. |