{"id":"https://openalex.org/W4416375124","doi":"https://doi.org/10.34074/proc.250109","title":"Building Trust with AI Chatbots in Tourism: A Review of Functional and Emotional Design Challenges","display_name":"Building Trust with AI Chatbots in Tourism: A Review of Functional and Emotional Design Challenges","publication_year":2025,"publication_date":"2025-11-19","ids":{"openalex":"https://openalex.org/W4416375124","doi":"https://doi.org/10.34074/proc.250109"},"language":"en","primary_location":{"id":"doi:10.34074/proc.250109","doi":"https://doi.org/10.34074/proc.250109","is_oa":true,"landing_page_url":"https://doi.org/10.34074/proc.250109","pdf_url":"https://doi.org/10.34074/proc.250109","source":{"id":"https://openalex.org/S7407121576","display_name":"AIoT Global Summit","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"AIoT Global Summit 2025: Economic Growth, 15\u201316 July","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://doi.org/10.34074/proc.250109","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Zirou Huang","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Zirou Huang","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5117511665","display_name":"Jimmy Sun","orcid":"https://orcid.org/0000-0003-0489-645X","observed_orcids":["https://orcid.org/0000-0003-0489-645X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jimmy Sun","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-0489-645X","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5082410581","display_name":"Bing Dai","orcid":"https://orcid.org/0000-0003-3917-2208","observed_orcids":["https://orcid.org/0000-0003-3917-2208"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Bing Dai","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-3917-2208","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.6954,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.76814022,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"46","last_page":"51"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/ai-chatbots","display_name":"AI chatbots","score":0.9980000257492065},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.9879999756813049},{"id":"https://openalex.org/keywords/tourism-services","display_name":"tourism services","score":0.906000018119812},{"id":"https://openalex.org/keywords/chatbot-design","display_name":"chatbot design","score":0.9120000004768372},{"id":"https://openalex.org/keywords/emotional-design","display_name":"emotional design","score":0.7229999899864197},{"id":"https://openalex.org/keywords/chatbot-empathy","display_name":"chatbot empathy","score":0.7390000224113464},{"id":"https://openalex.org/keywords/chatbot-responsiveness","display_name":"chatbot responsiveness","score":0.7139999866485596},{"id":"https://openalex.org/keywords/non-users","display_name":"non-users","score":0.47999998927116394},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.45100000500679016},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.3070000112056732}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.6917999982833862},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.6169000267982483},{"id":"https://openalex.org/C25740722","wikidata":"https://www.wikidata.org/wiki/Q3044915","display_name":"Disengagement theory","level":2,"score":0.5224999785423279},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5002999901771545},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.4641000032424927},{"id":"https://openalex.org/C25343380","wikidata":"https://www.wikidata.org/wiki/Q277521","display_name":"Relation (database)","level":2,"score":0.44909998774528503},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.41909998655319214},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.3978999853134155},{"id":"https://openalex.org/C2780616401","wikidata":"https://www.wikidata.org/wiki/Q1133673","display_name":"Cornerstone","level":2,"score":0.3790000081062317},{"id":"https://openalex.org/C174107131","wikidata":"https://www.wikidata.org/wiki/Q191591","display_name":"Emotional intelligence","level":2,"score":0.37880000472068787},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.3686999976634979},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3637000024318695},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.3165999948978424},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30709999799728394},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.30230000615119934},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.2913999855518341},{"id":"https://openalex.org/C2777601897","wikidata":"https://www.wikidata.org/wiki/Q3409113","display_name":"Presentation (obstetrics)","level":2,"score":0.29100000858306885},{"id":"https://openalex.org/C2780733359","wikidata":"https://www.wikidata.org/wiki/Q331769","display_name":"Mood","level":2,"score":0.289000004529953},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2874999940395355},{"id":"https://openalex.org/C2365568","wikidata":"https://www.wikidata.org/wiki/Q844664","display_name":"Uncanny valley","level":3,"score":0.2800999879837036},{"id":"https://openalex.org/C71750763","wikidata":"https://www.wikidata.org/wiki/Q646164","display_name":"General partnership","level":2,"score":0.27810001373291016},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.26910001039505005},{"id":"https://openalex.org/C70587473","wikidata":"https://www.wikidata.org/wiki/Q7834111","display_name":"Transformative learning","level":2,"score":0.26510000228881836},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.2639000117778778},{"id":"https://openalex.org/C2993429387","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer care","level":2,"score":0.2563000023365021},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.25459998846054077},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.2508000135421753}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.34074/proc.250109","doi":"https://doi.org/10.34074/proc.250109","is_oa":true,"landing_page_url":"https://doi.org/10.34074/proc.250109","pdf_url":"https://doi.org/10.34074/proc.250109","source":{"id":"https://openalex.org/S7407121576","display_name":"AIoT Global Summit","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"AIoT Global Summit 2025: Economic Growth, 15\u201316 July","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.34074/proc.250109","doi":"https://doi.org/10.34074/proc.250109","is_oa":true,"landing_page_url":"https://doi.org/10.34074/proc.250109","pdf_url":"https://doi.org/10.34074/proc.250109","source":{"id":"https://openalex.org/S7407121576","display_name":"AIoT Global Summit","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"AIoT Global Summit 2025: Economic Growth, 15\u201316 July","raw_type":"proceedings-article"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/systematic-review","display_name":"Systematic Review"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":false},"content_urls":{"pdf":"https://content.openalex.org/works/W4416375124.pdf"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7113899973","https://openalex.org/W4379045450","https://openalex.org/W4411714080","https://openalex.org/W4406194315","https://openalex.org/W4414663948","https://openalex.org/W4412434400","https://openalex.org/W7014342949","https://openalex.org/W7139121329","https://openalex.org/W7220061105","https://openalex.org/W4412547434"],"abstract_inverted_index":{"As":[0],"AI":[1,57],"chatbots":[2,58],"become":[3],"increasingly":[4],"embedded":[5],"within":[6],"tourism":[7],"services,":[8],"it":[9],"is":[10],"critical":[11],"to":[12,85,109],"understand":[13],"their":[14],"influence":[15],"on":[16],"customer":[17,61,112],"trust":[18,62],"\u2013":[19],"an":[20],"emotional":[21,104],"and":[22,44,73,88,103],"financial":[23],"cornerstone":[24],"of":[25,34,56,91,98],"tourism-related":[26],"decision-making.":[27],"However,":[28],"deficiencies":[29],"such":[30],"as":[31],"a":[32],"lack":[33],"empathy":[35],"or":[36],"responsiveness":[37],"can":[38],"result":[39],"in":[40,59,83,114],"user":[41],"dissatisfaction,":[42],"disengagement":[43],"reputational":[45],"harm.":[46],"Accordingly,":[47],"this":[48],"systematic":[49],"literature":[50],"review":[51,76],"examines":[52],"the":[53,89,96],"evolving":[54],"role":[55],"shaping":[60],"by":[63],"synthesising":[64],"findings":[65,94],"from":[66],"27":[67],"peer-reviewed":[68],"articles":[69],"published":[70],"between":[71],"2018":[72],"2025.":[74],"The":[75,93],"also":[77],"highlights":[78],"key":[79],"research":[80],"gaps,":[81],"particularly":[82],"relation":[84],"trust-repair":[86],"mechanisms":[87],"perceptions":[90],"non-users.":[92],"underscore":[95],"importance":[97],"integrating":[99],"both":[100],"technical":[101],"reliability":[102],"intelligence":[105],"into":[106],"chatbot":[107],"design":[108],"cultivate":[110],"sustainable":[111],"relationships":[113],"emotionally":[115],"sensitive":[116],"service":[117],"contexts.":[118]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2025-11-20T00:00:00"}
