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: sunsi.huertas@urv.cat miguelangel.orden@estudiants.urv.cat
Identificador del autor: 0000-0001-6684-4220
Fecha de alta del registro: 2024-01-27
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: http://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
Repositori URV