{"id":"https://openalex.org/W4391706771","doi":"https://doi.org/10.1108/jsit-04-2023-0062","title":"Investigating chatbot users\u2019 e-satisfaction and patronage intention through social presence and flow: Indian online travel agencies (OTAs)","display_name":"Investigating chatbot users\u2019 e-satisfaction and patronage intention through social presence and flow: Indian online travel agencies (OTAs)","publication_year":2024,"publication_date":"2024-02-09","ids":{"openalex":"https://openalex.org/W4391706771","doi":"https://doi.org/10.1108/jsit-04-2023-0062"},"language":"en","primary_location":{"id":"doi:10.1108/jsit-04-2023-0062","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsit-04-2023-0062","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5058943187","display_name":"Nisha Pradeepa S.P.","orcid":"https://orcid.org/0000-0003-2677-6838"},"institutions":[{"id":"https://openalex.org/I94948490","display_name":"B.S. Abdur Rahman Crescent Institute of Science & Technology","ror":"https://ror.org/01fqhas03","country_code":"IN","type":"education","lineage":["https://openalex.org/I94948490"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Nisha Pradeepa S.P.","raw_affiliation_strings":["Department of Management Studies, B. S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India"],"affiliations":[{"raw_affiliation_string":"Department of Management Studies, B. S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India","institution_ids":["https://openalex.org/I94948490"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079361857","display_name":"D. Asokk","orcid":null},"institutions":[{"id":"https://openalex.org/I94948490","display_name":"B.S. Abdur Rahman Crescent Institute of Science & Technology","ror":"https://ror.org/01fqhas03","country_code":"IN","type":"education","lineage":["https://openalex.org/I94948490"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Asokk D.","raw_affiliation_strings":["Department of Management Studies, B. S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India"],"affiliations":[{"raw_affiliation_string":"Department of Management Studies, B. S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India","institution_ids":["https://openalex.org/I94948490"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039862602","display_name":"S. Prasanna","orcid":null},"institutions":[{"id":"https://openalex.org/I94948490","display_name":"B.S. Abdur Rahman Crescent Institute of Science & Technology","ror":"https://ror.org/01fqhas03","country_code":"IN","type":"education","lineage":["https://openalex.org/I94948490"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Prasanna S.","raw_affiliation_strings":["Department of Management Studies, B. S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India"],"affiliations":[{"raw_affiliation_string":"Department of Management Studies, B. S. Abdur Rahman Crescent Institute of Science and Technology, Chennai, India","institution_ids":["https://openalex.org/I94948490"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014387834","display_name":"Ansari Sarwar Alam","orcid":"https://orcid.org/0000-0001-9838-7458"},"institutions":[{"id":"https://openalex.org/I2833836602","display_name":"Universal Engineering College","ror":"https://ror.org/01hj51r83","country_code":"IN","type":"education","lineage":["https://openalex.org/I162289562","https://openalex.org/I2833836602","https://openalex.org/I3129367976"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Ansari Sarwar Alam","raw_affiliation_strings":["Department of Marketing, Universal Business School, Mumbai, India"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Universal Business School, Mumbai, India","institution_ids":["https://openalex.org/I2833836602"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5058943187"],"corresponding_institution_ids":["https://openalex.org/I94948490"],"apc_list":null,"apc_paid":null,"fwci":6.8936,"has_fulltext":false,"cited_by_count":19,"citation_normalized_percentile":{"value":0.97247009,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"26","issue":"1","first_page":"89","last_page":"114"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9890999794006348,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9805999994277954,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.8034915924072266},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6097910404205322},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.46212267875671387},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.39096760749816895},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.3664221167564392},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3662266433238983},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.34332388639450073}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.8034915924072266},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6097910404205322},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.46212267875671387},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.39096760749816895},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3664221167564392},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3662266433238983},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.34332388639450073}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jsit-04-2023-0062","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsit-04-2023-0062","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6600000262260437,"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":109,"referenced_works":["https://openalex.org/W1507248378","https://openalex.org/W1528400273","https://openalex.org/W1531843070","https://openalex.org/W1584883541","https://openalex.org/W1637481019","https://openalex.org/W1968185118","https://openalex.org/W1971255568","https://openalex.org/W1978381718","https://openalex.org/W1983733512","https://openalex.org/W1988152908","https://openalex.org/W1990368524","https://openalex.org/W1991015565","https://openalex.org/W1991176763","https://openalex.org/W1992087238","https://openalex.org/W1994833890","https://openalex.org/W2009202712","https://openalex.org/W2011816005","https://openalex.org/W2012437376","https://openalex.org/W2014145152","https://openalex.org/W2017319780","https://openalex.org/W2017624521","https://openalex.org/W2018916919","https://openalex.org/W2025348689","https://openalex.org/W2029337151","https://openalex.org/W2037086452","https://openalex.org/W2052194544","https://openalex.org/W2057256343","https://openalex.org/W2058599614","https://openalex.org/W2060147741","https://openalex.org/W2061214267","https://openalex.org/W2069620568","https://openalex.org/W2073866452","https://openalex.org/W2090017106","https://openalex.org/W2100206277","https://openalex.org/W2119432351","https://openalex.org/W2122463941","https://openalex.org/W2137421301","https://openalex.org/W2139346530","https://openalex.org/W2140964565","https://openalex.org/W2149608872","https://openalex.org/W2162417293","https://openalex.org/W2191835495","https://openalex.org/W2343903842","https://openalex.org/W2411441074","https://openalex.org/W2486088532","https://openalex.org/W2584503943","https://openalex.org/W2726133270","https://openalex.org/W2769640289","https://openalex.org/W2795037203","https://openalex.org/W2883650922","https://openalex.org/W2887593122","https://openalex.org/W2889310216","https://openalex.org/W2891060174","https://openalex.org/W2893302768","https://openalex.org/W2896735034","https://openalex.org/W2911819047","https://openalex.org/W2923877615","https://openalex.org/W2943974689","https://openalex.org/W2965483828","https://openalex.org/W2975104894","https://openalex.org/W2975322939","https://openalex.org/W2995833564","https://openalex.org/W2996636500","https://openalex.org/W2997735804","https://openalex.org/W2997914898","https://openalex.org/W3011053760","https://openalex.org/W3012220842","https://openalex.org/W3014904308","https://openalex.org/W3023956633","https://openalex.org/W3033755674","https://openalex.org/W3042622118","https://openalex.org/W3044483028","https://openalex.org/W3045213824","https://openalex.org/W3047225376","https://openalex.org/W3112307605","https://openalex.org/W3119589883","https://openalex.org/W3119676664","https://openalex.org/W3120951863","https://openalex.org/W3121082616","https://openalex.org/W3122821240","https://openalex.org/W3137006190","https://openalex.org/W3139334058","https://openalex.org/W3161389381","https://openalex.org/W3164564970","https://openalex.org/W3169023003","https://openalex.org/W3180969431","https://openalex.org/W3182242133","https://openalex.org/W3187911027","https://openalex.org/W3194994088","https://openalex.org/W3201324985","https://openalex.org/W3204718649","https://openalex.org/W3214445496","https://openalex.org/W4206083821","https://openalex.org/W4213073978","https://openalex.org/W4224861350","https://openalex.org/W4224917915","https://openalex.org/W4229006599","https://openalex.org/W4229585260","https://openalex.org/W4233774920","https://openalex.org/W4236521339","https://openalex.org/W4281394191","https://openalex.org/W4283449788","https://openalex.org/W4292574960","https://openalex.org/W4293157071","https://openalex.org/W4303649269","https://openalex.org/W4312793428","https://openalex.org/W4324090907","https://openalex.org/W4379514546","https://openalex.org/W4380884679"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4387007686","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W4293646425"],"abstract_inverted_index":{"Purpose":[0],"The":[1,83,129,158,174,249],"concept":[2],"of":[3,12,40,55,105,119,176,201,251,269,281],"ubiquitous":[4],"assimilation":[5],"in":[6,23,113,266,292],"e-commerce,":[7],"denoting":[8],"the":[9,42,52,69,97,103,135,161,199,225,267,273,278,285,293],"seamless":[10],"integration":[11],"technologies":[13],"into":[14,88],"customer":[15],"shopping":[16],"experiences,":[17],"has":[18],"played":[19],"a":[20,47,93,107],"pivotal":[21],"role":[22],"aiding":[24],"e-satisfaction":[25,139,191,207],"and,":[26,232],"consequently,":[27],"fostering":[28],"patronage":[29,53,81,112,141,196],"intention.":[30,82],"Among":[31],"these,":[32],"text-based":[33],"chatbots":[34],"are":[35,118,290],"significant":[36],"innovations.":[37],"In":[38],"light":[39],"this,":[41],"paper":[43],"aims":[44],"to":[45,66,79,237,272],"develop":[46],"conceptual":[48],"framework":[49,131],"and":[50,65,72,99,110,126,140,153,198,204,216,222,246,264,284],"comprehend":[51],"behaviour":[54],"artificial":[56],"intelligence-enabled":[57],"chatbot":[58,62,144,167,210,220,241],"users":[59,168],"by":[60,163,169],"using":[61,170,182],"usability":[63,211,221,242,253],"cues":[64],"determine":[67],"whether":[68],"social":[70,148,202,244,262],"presence":[71,203,245,263],"flow":[73,205,265],"theories":[74],"impact":[75,206,250],"e-satisfaction,":[76,256],"which":[77,146],"leads":[78],"users\u2019":[80],"current":[84,294],"research":[85,130],"provides":[86],"insights":[87,117],"online":[89,172],"travel":[90,98],"agencies":[91],"(OTAs),":[92],"crucial":[94],"segment":[95],"within":[96],"tourism":[100],"sector.":[101],"Given":[102],"significance":[104],"building":[106],"loyal":[108],"clientele":[109],"cultivating":[111],"this":[114,177],"industry,":[115],"these":[116],"paramount":[120],"importance":[121],"for":[122,155,229,287],"achieving":[123],"sustained":[124],"profitability":[125],"growth.":[127],"Design/methodology/approach":[128],"primarily":[132],"focused":[133],"on":[134,255],"factors":[136],"that":[137,190],"precede":[138],"intention":[142,197],"among":[143],"users,":[145],"include":[147],"presence,":[149],"flow,":[150],"perceived":[151,259,282],"anthropomorphism":[152,283],"need":[154,286],"human":[156,230,288],"interaction.":[157],"researchers":[159],"collected":[160],"data":[162,175],"surveying":[164],"397":[165],"OTA":[166],"an":[171],"questionnaire.":[173],"cross-sectional":[178],"study":[179],"were":[180,214,235],"analysed":[181],"covariance-based":[183],"structural":[184],"equation":[185],"modelling.":[186],"Findings":[187,188],"reveal":[189],"is":[192],"positively":[193],"linked":[194],"with":[195,209,258],"variables":[200],"along":[208,257],"cues.":[212],"There":[213],"direct":[215],"indirect":[217],"relations":[218,239],"between":[219,240],"e-satisfaction.":[223],"Moreover,":[224,277],"personal":[226],"attributes,":[227],"\u201cneed":[228],"interaction\u201d":[231],"\u201cperceived":[233],"anthropomorphism\u201d":[234],"found":[236],"moderate":[238],"cues,":[243],"flow.":[247],"Originality/value":[248],"chatbot\u2019s":[252],"cues/attributes":[254],"attributes":[260],"\u2013":[261],"realm":[268],"OTAs":[270],"contributes":[271],"human\u2013chatbot":[274],"interaction":[275,289],"literature.":[276],"interacting":[279],"effects":[280],"unique":[291],"contextual":[295],"relations.":[296]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":11},{"year":2024,"cited_by_count":5}],"updated_date":"2026-02-25T23:00:34.991745","created_date":"2025-10-10T00:00:00"}
