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Loureiro, S. M. C., Japutra, A., Molinillo, S. & Bilro, R.G. (2021). Stand by me: analyzing the tourist–intelligent voice assistant relationship quality. International Journal of Contemporary Hospitality Management. 33 (11), 3840-3859

S. M. Loureiro et al.,  "Stand by me: analyzing the tourist–intelligent voice assistant relationship quality", in Int. Journal of Contemporary Hospitality Management, vol. 33, no. 11, pp. 3840-3859, 2021

@article{loureiro2021_1732200244712,
	author = "Loureiro, S. M. C. and Japutra, A. and Molinillo, S. and Bilro, R.G.",
	title = "Stand by me: analyzing the tourist–intelligent voice assistant relationship quality",
	journal = "International Journal of Contemporary Hospitality Management",
	year = "2021",
	volume = "33",
	number = "11",
	doi = "10.1108/IJCHM-09-2020-1032",
	pages = "3840-3859",
	url = "https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2020-1032/full/html"
}

TY  - JOUR
TI  - Stand by me: analyzing the tourist–intelligent voice assistant relationship quality
T2  - International Journal of Contemporary Hospitality Management
VL  - 33
IS  - 11
AU  - Loureiro, S. M. C.
AU  - Japutra, A.
AU  - Molinillo, S.
AU  - Bilro, R.G.
PY  - 2021
SP  - 3840-3859
SN  - 0959-6119
DO  - 10.1108/IJCHM-09-2020-1032
UR  - https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2020-1032/full/html
AB  - Purpose – This paper aims to explore tourist perceived value and attachment to intelligent voice
assistants (IVAs) as antecedents of the quality of the human–IVA relationship in the hospitality
domain. This research also examines the moderating role of psychological factors (self-esteem) and
knowledge factors (past experience and technology expertise) in the relationships between
antecedents and relationship quality.
Design/methodology/approach – The researchers conducted two quantitative studies, collecting data
via online surveys in Mechanical Turk (n1 = 124 and n2 = 281). The proposed model was tested using partial
least squares structural equation modeling.
Findings – The first study uncovers that tourist perceived value is the main influence on the quality of the
relationship between tourists and IVAs. The second study confirms the direct relationships of the first and
shows that self-esteem and technology expertise act as moderators.
Practical implications – This study advances the understanding of the tourism and
hospitality stakeholders in using modern technologies (e.g. IVAs). Through comprehending the
relationship building between individuals and IVAs, the stakeholders will be able to craft better
strategies.
Originality/value – The study extends the attachment and social exchange theories to the tourist–IVA
relationship context. Specifically, this research demonstrates the impact of tourist perceived value on the quality of the relationship with the IVA. It also points out that tourists’ self-esteem and technology expertise
can weaken the tourist–IVA relationship.
ER  -