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Generative AI Chatbot Prompting for Excellent Customer Service in Tourism

Tommi Kekäläinen et al.

Services Marketing Quarterly2026https://doi.org/10.1080/15332969.2025.2610137article
AJG 1ABDC B
Weight
0.41

What the paper says

This article explores the impact of prompting on the performance and service quality of artificial intelligence (AI) customer service chatbots, and the relationship between the prompting process and service quality elements. The data were collected in September 2024 from responses generated by three chatbots, each using a range of prompting techniques. The chatbots responded to real customer inquiries collected by the Visit Helsinki customer service office in summer 2020. The results show that prompting has a significant impact on the quality of online customer service that AI chatbots can provide.

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https://doi.org/https://doi.org/10.1080/15332969.2025.2610137

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@article{tommi2026,
  title        = {{Generative AI Chatbot Prompting for Excellent Customer Service in Tourism}},
  author       = {Tommi Kekäläinen et al.},
  journal      = {Services Marketing Quarterly},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1080/15332969.2025.2610137},
}

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Generative AI Chatbot Prompting for Excellent Customer Service in Tourism

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Evidence weight

0.41

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.25 × 0.4 = 0.10
M · momentum0.55 × 0.15 = 0.08
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.