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This study aims to investigate the customers’ behavioral intention and actual usage (AUE) of artificial intelligence (AI)-powered chatbots for hospitality and tourism in India by extending the technology adoption model (TAM) with context-specific variables.

To understand the customers’ behavioral intention and AUE of AI-powered chatbots for tourism, the mixed-method design was used whereby qualitative and quantitative techniques were combined. A total of 36 senior managers and executives from the travel agencies were interviewed and the analysis of interview data was done using NVivo 8.0 software. A total of 1,480 customers were surveyed and the partial least squares structural equation modeling technique was used for data analysis.

As per the results, the predictors of chatbot adoption intention (AIN) are perceived ease of use, perceived usefulness, perceived trust (PTR), perceived intelligence (PNT) and anthropomorphism (ANM). Technological anxiety (TXN) does not influence the chatbot AIN. Stickiness to traditional human travel agents negatively moderates the relation of AIN and AUE of chatbots in tourism and provides deeper insights into manager’s commitment to providing travel planning services using AI-based chatbots.

This research presents unique practical insights to the practitioners, managers and executives in the tourism industry, system designers and developers of AI-based chatbot technologies to understand the antecedents of chatbot adoption by travelers. TXN is a vital concern for the customers; so, designers and developers should ensure that chatbots are easily accessible, have a user-friendly interface, be more human-like and communicate in various native languages with the customers.

This study contributes theoretically by extending the TAM to provide better explanatory power with human–robot interaction context-specific constructs – PTR, PNT, ANM and TXN – to examine the customers’ chatbot AIN. This is the first step in the direction to empirically test and validate a theoretical model for chatbots’ adoption and usage, which is a disruptive technology in the hospitality and tourism sector in an emerging economy such as India.

Online reputation management (ORM) plays a significant role in the tourism industry. Tourists are more and more interested to express their opinions about their experiences/satisfaction not only with their friends but also on social media. ORM is largely used not only by tourist destinations but also by other companies operating in the tourism industry. This chapter aims to draw attention to the importance of intermediaries in tourism, their reputation in general, and especially their ORM and its specifics. This contribution also characterizes different types of intermediaries and their different roles in the distribution process of tourism services. These roles are important and can be even more significant in the “new normal” post-COVID-19 time. In the scientific literature and research, there is not much attention given to intermediaries as a whole and even less to their ORM and its specific solutions. But practical contributions can be found. Due to the specific activities and roles of different types of intermediaries, also their reputation is influenced not only by tourists but also by their suppliers. Their ORM has also some specifics and needs specific solutions. Their reputation is depending not only on customers' satisfaction with their own services but also on the reputation of tourism service providers, whose services they offer and mediate either individually or in the form of their own product, e.g., package tours. Specific attention in this chapter is given to intermediaries such as OTAs (Online Travel Agencies/Agents) and tour operators. At some time, these two types of intermediaries help to increase the reputation of tourism services providers, e.g., hotels. The chapter describes the situation in the field of intermediaries with a conceptual model, their ORM, and summarizes its specifics.

The purpose of this paper is to shed light on the remarkable trend of multisided platforms (MSPs) in the travel industry with the help of which travel agencies (TAs) and global distribution systems (GDSs) can reinforce their intermediary roles. Orthodox TAs face the threats of disintermediation because of the ever faster-changing developments in information and communication technologies, such as the emergence of metasearch engines, online travel agencies, direct bookings on airline websites and the widespread of mobile applications for travel related bookings. GDSs face similar threats of disintermediation from low-cost carriers and legacy carriers, as these carriers promote and encourage direct bookings via their official websites or via the new distribution capability.

This is a casestudy-oriented research, and the case selected is a MSP based in Turkey. The data are gathered using semi-structured interviews conducted from 15 international representatives of this MSP in different countries. Interviews were conducted either physically at the MSP’s headquarters in Antalya, Turkey, or virtually using Zoom application from January to October 2019.

The paper portrays the significance of MSPs in terms of their contributions toward the reintermediation of the two important intermediaries, namely, TAs and GDSs in the travel industry supply chain. Both of them are prone to the dangers of disintermediation because of the developments in technology, networking and communication channels; the worldwide accessibility of the stakeholders to the internet; and the direct reach of suppliers to consumers. The deteriorating role of TAs and GDSs is reignited by the successful launch, deployment and adoption of MSPs in the ecosystem of the travel industry.

This paper offers an insight into the prevailing trend of MSPs in business to business (B2B) trading from the perspective of two main intermediaries, TAs and GDSs, in the supply chain of the travel industry. The paper in a novel way compiles the data from the interviews to shed light on the adoption of MSPs by intermediaries in their business models to reintermediate themselves because the sole reliance of intermediaries on orthodox business models is pushing them on to the verge of disintermediation.

This paper aims to develop a scheduler for multiple picking agents in a warehouse that takes into account distance and loading queue delay minimization within the context of minimizing makespan (i.e. picking time).

The paper uses tabu search to solve the scheduling problem in a more global sense. Each search iteration is enhanced by a custom local search (LS) procedure that hastens convergence by driving a given schedule configuration quickly to a local minimum. In particular, basic operators transfer demand among agents to balance load and minimize makespan. The new load distribution is further improved by considering a vehicle‐routing problem on the picking assignments of the agents with relocated demands. Loading queue delays that may arise from the reassignments are systematically minimized using a fast scheduling heuristic.

The proposed tabu scheduler greatly improves over a widely practiced scheduling procedure for the given problem. Variants of the tabu scheduler produce solutions that are roughly of the same quality but exhibit considerable differences in computational time.

The proposed methodology is applicable only to the static scheduling problem where all inputs are known beforehand. Furthermore, of the possible delays during picking, only loading queues are explicitly addressed (although this is justifiable, given that these delays are dominant in the problem).

The proposed approach can significantly increase through‐put and productivity in picking systems that utilize multiple intelligent agents (human pickers included), e.g. in warehouses/distribution centers.

The paper addresses a practical scheduling problem with a high degree of complexity, i.e. scheduler explicitly deals with delays while trying to minimize makespan (generally, delays are ignored in the literature to simplify things). In the tabu implementation, an LS procedure is introduced in the metaheuristic loop that enhances the search process by minimizing non‐productive time of picking agents (travel time and delays).

This paper examines tourist perceptions of the potential for the elimination of travel agencies in the presence of the Internet. The opinions of 413 tourists on making transactions through both Internet‐based (hereafter, online) and traditional distribution channels were analysed. Experimental results illustrated that tourists still used professional services and advice offered by travel agencies. Tourists also agreed that more information could be found through the Internet. Following the findings, the paper suggests that both online and traditional distributional channels can coexist in the future.

Studies about destination image have been discussed extensively in the literature due to its impact on tourist behavior. Despite the significant number of contributions, existing models are outdated in the context of globalization. This chapter synthesizes relevant literature and evaluates the effects of social media on destination image formation. Built on the seminal work by Gartner and that of Tasci and Gartner, the chapter extends the existing understanding with a conceptual model. The construct posits that, with the social media sites as the agent, an overall conative image of a destination can be formed by the overlap of provision and evaluation of cognitive and affective information by and among suppliers, consumers, and third parties.

Regardless of the facts showing a booming Chinese cruise market, cruise operations in China are very different from the current practices of the two major cruise markets – the US and the Mediterranean Sea. This study aims to quantify pricing strategies and possible incentive mechanisms of cruise operations in China.

Using optimization in economic-based game theory, the complexity of the pricing strategies and interaction and/or possible coordination within the cruise value-added chain can be captured.

The results show that a coordinative pricing strategy with Shapley profit redistribution within the value-added chain offers benefits to both cruise passengers and service suppliers. With two subsidy scenarios, one to the passenger and the other to the travel agent, a cooperative pricing strategy outperforms other strategies and successfully increases market shares and total revenue.

The advantages of coordination between participants in cruise value chain are quantified. Effective strategies for attracting players participating in cruise value chain are designed. This paper will provide market participants with strategies to enhance their decision-making processes.

The purpose of this research is to investigate online buyers' views for and against disintermediation of hotel reservation.

A structured questionnaire was developed and a telephone survey was conducted in Hong Kong in March 2008.

Empirical findings of 283 Hong Kong residents who had previously booked hotel rooms online showed that experienced online buyers were more positive towards technology‐assisted hotel room reservations and less positive towards travel agents than their less experienced peers.

Hoteliers should ensure that their rooms are marketed appropriately in different types of online and offline channels.

The study demonstrates the existence of significantly different views among different groups of online buyers based on their online purchase experiences. With the increasing popularity of internet applications, hotel managers and travel agents should set practical plans to meet the needs of online buyers.

The purpose of this paper is to investigate the relation between learning engagement (time spent in playing the game) and knowledge attainment (points earned answering questions) and sales performance on the job. Knowledge attainment was also examined as a mediator of the engagement-performance relation.

In this nonexperimental study, travel agent engagement, knowledge, and sales performance data were collected from 309 cruise industry participants. A combination of MANOVA, correlation and regression analyses were used to examine these relations.

Moderate to strong positive and statistically significant relations were found between learning engagement and knowledge attainment, and learning engagement and sales performance. Additional analysis revealed that knowledge attainment mediated the link between learning engagement and sales performance.

Because the study was not designed to examine causal relations among the research variables, its generalizability was limited. Still, moderate to strong relations were found between learning engagement and knowledge attainment, and knowledge attainment and sales performance. Further, while engagement had a direct effect on sales performance, it also had an indirect effect through the knowledge attainment variable. The findings provide preliminary support for further research into how serious computer games motivate learner and engagement and learning best and how each is linked to important organizational outcomes like performance.

Serious computer games are becoming an increasingly useful means for promoting employee learning, development, and performance. This research offers new evidence that computer serious games can enhance learning and performance.

The Equal Pay Act 1970 (which came into operation on 29 December 1975) provides for an “equality clause” to be written into all contracts of employment. S.1(2) (a) of the 1970 Act (which has been amended by the Sex Discrimination Act 1975) provides: