TY - GEN
T1 - Customer Care Meets Technology
T2 - 5th International Conference on Computer Science and Management Technology, ICCSMT 2024
AU - Yang, Kai
AU - Wu, Tong
AU - Zhang, Wei
N1 - Publisher Copyright:
© 2024 Copyright held by the owner/author(s). Publication rights licensed to ACM.
PY - 2025/1/21
Y1 - 2025/1/21
N2 - As artificial intelligence (AI) technologies become increasingly widespread across different industries, it is vital to understand their effects on managerial practices.This study investigates how the release of ChatGPT has influenced hotel managers' behavior in responding to online reviews.Using a difference-in-differences (DiD) approach combined with propensity score matching (PSM), the research explores changes in managers' response patterns before and after the introduction of ChatGPT.The findings provide new insights into the application of signaling theory in digital contexts, highlighting key considerations for customer relationship management (CRM) within the hotel sector.Our analysis reveals a significant decrease in managers' response rates following the release of ChatGPT, especially for reviews with more detailed content.This result suggests that while AI tools can improve operational efficiency, hotel managers must balance the use of technology with maintaining meaningful human interactions to meet customer expectations.
AB - As artificial intelligence (AI) technologies become increasingly widespread across different industries, it is vital to understand their effects on managerial practices.This study investigates how the release of ChatGPT has influenced hotel managers' behavior in responding to online reviews.Using a difference-in-differences (DiD) approach combined with propensity score matching (PSM), the research explores changes in managers' response patterns before and after the introduction of ChatGPT.The findings provide new insights into the application of signaling theory in digital contexts, highlighting key considerations for customer relationship management (CRM) within the hotel sector.Our analysis reveals a significant decrease in managers' response rates following the release of ChatGPT, especially for reviews with more detailed content.This result suggests that while AI tools can improve operational efficiency, hotel managers must balance the use of technology with maintaining meaningful human interactions to meet customer expectations.
KW - Artificial intelligence
KW - ChatGPT
KW - difference-in-differences
KW - managerial response
KW - online reviews
UR - https://www.scopus.com/pages/publications/85218010325
UR - https://www.scopus.com/pages/publications/85218010325#tab=citedBy
U2 - 10.1145/3708036.3708076
DO - 10.1145/3708036.3708076
M3 - Conference contribution
AN - SCOPUS:85218010325
T3 - Proceedings of 2024 5th International Conference on Computer Science and Management Technology, ICCSMT 2024
SP - 232
EP - 237
BT - Proceedings of 2024 5th International Conference on Computer Science and Management Technology, ICCSMT 2024
PB - Association for Computing Machinery, Inc
Y2 - 18 October 2024 through 20 October 2024
ER -