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SAITO Hiroaki
Department Ritsumeikan Asia Pacific University College of International Management Position Professor |
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| Language | English |
| Publication Date | 2024 |
| Type | Research paper |
| Peer Review | Peer reviewed |
| Title | Conversational AI chatbots as counselors for hospitality employees |
| Contribution Type | Joint Work |
| Journal | International Journal of Hospitality Management |
| Journal Type | Another Country |
| Publisher | Elsevier |
| Volume, Issue, Page | 122,pp.103861 |
| Total page number | 10 |
| Responsible for | All |
| International coauthorship | International coauthorship |
| Author and coauthor | ◎Yao-Chin Wang
Oscar Hengxuan Chi Hiroaki Saito Yue Lu |
| Details | 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. |