When AI Fails: The Impacts of Hallucinations and Service Errors on Customer Loyalty and Word of Mouth
Published online on June 15, 2026
Abstract
Journal of Travel Research, Ahead of Print.
Tourism companies increasingly adopt artificial intelligence (AI) tools to enhance their efficiency and customer service, but doing so introduces new risks that can affect customer–provider relationships. This study examines generative AI performance (...
Tourism companies increasingly adopt artificial intelligence (AI) tools to enhance their efficiency and customer service, but doing so introduces new risks that can affect customer–provider relationships. This study examines generative AI performance (...