Author, as appears in the article.: Orden-Mejia, Miguel A.; Huertas, Assumpcio;
Department: Estudis de Comunicació
URV's Author/s: Huertas Roig, Maria Asuncion / Orden Mejía, Miguel Ángel
Keywords: Travel planning Tourist satisfaction Tourist interactions Tourist experiences Technologies Service Intention Hospitality Experience Exchange Empathy Destination image Co-creation Attributes Antecedents
Abstract: 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.
Thematic Areas: Interdisciplinar Hospitality, leisure, sport & tourism Geography, planning and development Earth-surface processes Ciencias sociales Administração pública e de empresas, ciências contábeis e turismo
licence for use: https://creativecommons.org/licenses/by/3.0/es/
Author's mail: miguelangel.orden@estudiants.urv.cat sunsi.huertas@urv.cat
Author identifier: 0000-0001-6684-4220
Record's date: 2024-08-03
Papper version: info:eu-repo/semantics/acceptedVersion
Link to the original source: https://www.tandfonline.com/doi/abs/10.1080/13032917.2022.2072918
Licence document URL: https://repositori.urv.cat/ca/proteccio-de-dades/
Papper original source: Anatolia - An International Journal Of Tourism And Hospitality Research. 34 (4): 509-523
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
Article's DOI: 10.1080/13032917.2022.2072918
Entity: Universitat Rovira i Virgili
Journal publication year: 2023
Publication Type: Journal Publications
Repositori URV