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Tourist interaction and satisfaction with the chatbot evokes pre-visit destination image formation? A case study

  • Datos identificativos

    Identificador: imarina:9262471
    Autores:
    Orden-Mejia, Miguel A.Huertas, Assumpcio
    Resumen:
    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.
  • Otros:

    Autor según el artículo: Orden-Mejia, Miguel A.; Huertas, Assumpcio;
    Departamento: Estudis de Comunicació
    Autor/es de la URV: Huertas Roig, Maria Asuncion / Orden Mejía, Miguel Ángel
    Palabras clave: Travel planning Tourist satisfaction Tourist interactions Tourist experiences Technologies Service Intention Hospitality Experience Exchange Empathy Destination image Co-creation Attributes Antecedents
    Resumen: 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.
    Áreas temáticas: Interdisciplinar Hospitality, leisure, sport & tourism Geography, planning and development Earth-surface processes Ciencias sociales Administração pública e de empresas, ciências contábeis e turismo
    Acceso a la licencia de uso: https://creativecommons.org/licenses/by/3.0/es/
    Direcció de correo del autor: miguelangel.orden@estudiants.urv.cat sunsi.huertas@urv.cat
    Identificador del autor: 0000-0001-6684-4220
    Fecha de alta del registro: 2024-08-03
    Versión del articulo depositado: info:eu-repo/semantics/acceptedVersion
    Enlace a la fuente original: https://www.tandfonline.com/doi/abs/10.1080/13032917.2022.2072918
    URL Documento de licencia: https://repositori.urv.cat/ca/proteccio-de-dades/
    Referencia al articulo segun fuente origial: Anatolia - An International Journal Of Tourism And Hospitality Research. 34 (4): 509-523
    Referencia 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 del artículo: 10.1080/13032917.2022.2072918
    Entidad: Universitat Rovira i Virgili
    Año de publicación de la revista: 2023
    Tipo de publicación: Journal Publications
  • Palabras clave:

    Earth-Surface Processes,Geography, Planning and Development,Hospitality, Leisure, Sport & Tourism
    Travel planning
    Tourist satisfaction
    Tourist interactions
    Tourist experiences
    Technologies
    Service
    Intention
    Hospitality
    Experience
    Exchange
    Empathy
    Destination image
    Co-creation
    Attributes
    Antecedents
    Interdisciplinar
    Hospitality, leisure, sport & tourism
    Geography, planning and development
    Earth-surface processes
    Ciencias sociales
    Administração pública e de empresas, ciências contábeis e turismo
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