Artigo em revista científica Q1
Stand by me: analyzing the tourist–intelligent voice assistant relationship quality
Sandra Loureiro (Loureiro, S. M. C.); Arnold Japutra (Japutra, A.); Sebastian Molinillo (Molinillo, S.); Ricardo Godinho Bilro (Bilro, R.G.);
Título Revista
International Journal of Contemporary Hospitality Management
Ano
2021
Língua
Inglês
País
Reino Unido
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Abstract/Resumo
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.
Agradecimentos/Acknowledgements
This work research is supported by the Plan Andaluz de Investigación, Desarrollo e Innovación de la Junta de Andalucía, Grupo SEJ-567 and by the Universidad de Málaga, Andalucía Tech, Plan Propio de Investigación y Transferencia (Spain).
Palavras-chave
Self-esteem,Perceived value,Social exchange theory,Relationship quality,Attachment theory,Past experience,Technology expertise
  • Economia e Gestão - Ciências Sociais
Registos de financiamentos
Referência de financiamento Entidade Financiadora
Grupo SEJ-567 Plan Andaluz de Investigación, Desarrollo e Innovación de la Junta de Andalucía
UIDB/00315/2020 Fundação para a Ciência e a Tecnologia

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