“The World Economic Forum proclaimed recently we are in the “decade of action”––that we can no longer wait to act on facing the challenges of climate change and other related ‘wicked problems’ of modernity. The consensus by 11,000 global scientists is that we are facing a climate catastrophe if our world society does not act collectively and quickly. The United Nations framework has provided seventeen sustainable development goals (SDG) and the 2030 Agenda as a blueprint for embracing these challenges. The message is loud and clear, the long-term future of not the planet, but of humanity and other life is at risk”.
-Kent A. Williams, DSocSci, Assistant Professor, Leadership Studies-

Kent A. Williams, DSocSci (pronouns: he/him)
Assistant Professor, Leadership Studies
Rowe School of Business
Dalhousie University
Read Dr. Williams’ full article here

Thanks to artificial intelligence, chatbots have been applied to many consumer-facing applications, especially to online travel agencies (OTAs). This study aims to identify five quality dimensions of chatbot services and investigate their effect on a chatbot user’s confirmation (measuring the degree to which a user’s initial expectation from using the chatbot services is met or confirmed), which in turn leads to use continuance. In addition, the moderating role of technology anxiety (measuring a user’s perception that s/he feels intimidation, unfamiliarity and difficulty with using chatbot services) in the relations between chatbot quality dimensions and post-use confirmation is examined. Survey data were gathered from 295 users of Chinese OTAs. Partial least squares regression was used to analyze measurement and structural models. Understandability, reliability, assurance and interactivity are positively associated with post-use confirmation and technology anxiety moderates the relations between four chatbot quality dimensions and confirmation. Confirmation is positively associated with satisfaction, which in turn influences use continuance intention. This study examines how chatbot services in OTAs are considered by users (human-like agents vs. technology-enabled services) by investigating the moderating role of technology anxiety.







