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Cool or poor: Assessing the effectiveness of GenAI-powered review summary feature on the OTA platform

Lingfei Deng et al.

Tourism Management2026https://doi.org/10.1016/j.tourman.2025.105388article
AJG 4ABDC A*
Weight
0.50

What the paper says

Despite the growing adoption of generative artificial intelligence (GenAI) in online travel agencies (OTAs), its impact on tourists' review behavior remains poorly understood. Within the information overload framework, this study offers a novel dual-path theoretical framework that integrates both generalized reciprocity and suppressed social loafing mechanisms. Using a multi-method design comprising a natural experiment with regression discontinuity design and controlled online experiments across three studies, we investigated how GenAI-powered review summaries shape tourists' review intention. Our findings reveal that exposure to GenAI summaries enhances review intention through generalized reciprocity. By alleviating information overload and reducing perceived processing effort, these summaries motivate tourists to reciprocate by composing their own reviews, thereby ''paying forward'' the benefits received, rather than triggering free-riding that would diminish review intention. These findings advance theoretical knowledge of information processing, GenAI's influence on tourists' decision-making, and tourists' review behavior, while providing actionable insights for OTAs and hospitality management.

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Cite this paper

https://doi.org/https://doi.org/10.1016/j.tourman.2025.105388

Or copy a formatted citation

@article{lingfei2026,
  title        = {{Cool or poor: Assessing the effectiveness of GenAI-powered review summary feature on the OTA platform}},
  author       = {Lingfei Deng et al.},
  journal      = {Tourism Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1016/j.tourman.2025.105388},
}

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Cool or poor: Assessing the effectiveness of GenAI-powered review summary feature on the OTA platform

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Evidence weight

0.50

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

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
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.