Is ChatGPT the right technology for service individualization and value co-creation? evidence from the travel industry

ABSTRACTABSTRACTThis paper aims to outline the influences of ChatGPT on service individualization and service value co-creation in the travel industry. Data were collected from managers and experts of travel agencies in Turkey. Hypotheses were tested via the independent sample t-tests, enter regression analysis, and the bootstrapping approach. It is found that ChatGPT empowered service individualization and internalizing information, which in turn positively impacts service value co-creation. The study also finds that ChatGPT has a significant moderating impact on the relationship between internalizing information and service individualization as well as on the relationship between service individualization and service value co-creation.KEYWORDS: artificial intelligenceOpenAIChatGPTtourismtravel industryservice individualizationservice value co-creationinformation value Disclosure statementNo potential conflict of interest was reported by the authors.