Autor segons l'article: Orden-Mejia, Miguel A.; Huertas, Assumpcio;
Departament: Estudis de Comunicació
Autor/s de la URV: Huertas Roig, Maria Asuncion / Orden Mejía, Miguel Ángel
Paraules clau: Travel planning Tourist satisfaction Tourist interactions Tourist experiences Technologies Service Intention Hospitality Experience Exchange Empathy Destination image Co-creation Attributes Antecedents
Resum: Destinations increasingly use chatbots in the management and communication with tourists. This study analyzes the mediating effect of chatbot usage satisfaction on forming the destination's image. As a case study, we use the Chabot "Victoria la Malaguena," Spain. Confirmatory factor analysis and structural equations were necessary to identify the relationships between the constructs. The results show that informativeness and empathy are the main attributes that influence user satisfaction and mediate forming a destination image. The study has managerial implications and provides destination management organizations with practical information for creating chatbots.
Àrees temàtiques: Interdisciplinar Hospitality, leisure, sport & tourism Geography, planning and development Earth-surface processes Ciencias sociales Administração pública e de empresas, ciências contábeis e turismo
Accès a la llicència d'ús: https://creativecommons.org/licenses/by/3.0/es/
Adreça de correu electrònic de l'autor: miguelangel.orden@estudiants.urv.cat sunsi.huertas@urv.cat
Identificador de l'autor: 0000-0001-6684-4220
Data d'alta del registre: 2024-08-03
Versió de l'article dipositat: info:eu-repo/semantics/acceptedVersion
Enllaç font original: https://www.tandfonline.com/doi/abs/10.1080/13032917.2022.2072918
URL Document de llicència: https://repositori.urv.cat/ca/proteccio-de-dades/
Referència a l'article segons font original: Anatolia - An International Journal Of Tourism And Hospitality Research. 34 (4): 509-523
Referència de l'ítem segons les normes APA: Orden-Mejia, Miguel A.; Huertas, Assumpcio; (2023). Tourist interaction and satisfaction with the chatbot evokes pre-visit destination image formation? A case study. Anatolia - An International Journal Of Tourism And Hospitality Research, 34(4), 509-523. DOI: 10.1080/13032917.2022.2072918
DOI de l'article: 10.1080/13032917.2022.2072918
Entitat: Universitat Rovira i Virgili
Any de publicació de la revista: 2023
Tipus de publicació: Journal Publications
Repositori URV