Autor según el artículo: Orden-Mejía M; Huertas A
Departamento: Estudis de Comunicació
Autor/es de la URV: Huertas Roig, Maria Asuncion / Orden Mejía, Miguel Ángel
Palabras clave: User satisfaction Smart tourism technology Interactivity Informativeness Information-systems success Empathy Chatbot Accessibility user satisfaction smart tourism technology service robots responsiveness model loyalty interactivity informativeness impact empathy decision-support accessibility
Resumen: Chatbots are an emerging technology that is disrupting the tourism industry. Despite their implementation in companies and at destinations, there is little research that evaluates chatbots’ smart tourism technologies (STTs) attributes and their influence on tourist satisfaction. This study seeks to examine the relationship between informativeness, empathy, accessibility, interactivity and chatbot user satisfaction. The research was based on an experiment and a survey conducted on a sample of 468 potential tourists who used a chatbot during their trip. Statistical tools such as exploratory factor analysis and the hierarchical regression method were used in the data analysis. The results suggest that informativeness, empathy and interactivity of destination chatbots are the attributes that influence and predict tourist satisfaction while accessibility does not. The main contribution of this study is the analysis of the attributes of STTs applied to destination chatbots, which also provides valuable information for both tourism chatbot developers and smart destination managers who wish to adopt this technology. Highlights: The communication with a chatbot resembles the dialogues they have with human agents. Informativeness is a predictor factor in users’ satisfaction with chatbot The empathic ability of the chatbot is a factor that predicts user satisfaction A high level of interactivity in a human-chabot interaction predicts user satisfaction.
Áreas temáticas: Tourism, leisure and hospitality management Human geography and urban studies Hospitality, leisure, sport & tourism Geography, planning and development Geografía General o multidisciplinar Environmental studies Economia Ciencias sociales
Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
Direcció de correo del autor: sunsi.huertas@urv.cat miguelangel.orden@estudiants.urv.cat
Identificador del autor: 0000-0001-6684-4220
Fecha de alta del registro: 2023-02-19
Versión del articulo depositado: info:eu-repo/semantics/acceptedVersion
Enlace a la fuente original: https://www.tandfonline.com/doi/full/10.1080/13683500.2021.1997942
URL Documento de licencia: http://repositori.urv.cat/ca/proteccio-de-dades/
Referencia al articulo segun fuente origial: Current Issues In Tourism. 25 (17): 2854-2869
Referencia de l'ítem segons les normes APA: Orden-Mejía M; Huertas A (2022). Analysis of the attributes of smart tourism technologies in destination chatbots that influence tourist satisfaction. Current Issues In Tourism, 25(17), 2854-2869. DOI: 10.1080/13683500.2021.1997942
DOI del artículo: 10.1080/13683500.2021.1997942
Entidad: Universitat Rovira i Virgili
Año de publicación de la revista: 2022
Tipo de publicación: Journal Publications
Repositori URV