2022
DOI: 10.6018/turismo.541891
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Evaluación De Los Atributos De Los Chatbots Que Son Más Efectivos en La Interacción Con El Turista: Estudio De Caso Del Chatbot “Victoria La Malagueña”

Abstract: Chatbots are transforming tourism communication and have been quickly adopted in the tourism industry. But despite its implementation in the sector, there are no studies that analyze the effectiveness of its use in the organization of trips. For this reason, this study measures the tourists’ perceptions during the use of the chatbot "Victoria la Malagueña" through the attributes: informatividad, empathy, accessibility and interactivity. In data processing, exploratory and confirmatory factor analysis were used… Show more

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Cited by 2 publications
(3 citation statements)
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“…The most prolific authors on chatbots were Huertas, A., and Orden-Mejia, M., with three articles. These three publications were published in collaboration with two authors, and the authors contributed to topics such as the impact of chatbots on tourist satisfaction (Orden-Mejía and Huertas, 2022a), the impact of chatbots' features on tourist experiences (Orden-Mejía and Huertas, 2022b), and determining the relationships between chatbot attributes (informativeness, accessibility, and empathy), satisfaction with chatbot usage, and destination image (Orden-Mejía and Huertas, 2023). Lei, S.L., Leung, X.Y., Shen, H.L., and Wen, H. followed these authors with two publications each.…”
Section: Resultsmentioning
confidence: 99%
See 1 more Smart Citation
“…The most prolific authors on chatbots were Huertas, A., and Orden-Mejia, M., with three articles. These three publications were published in collaboration with two authors, and the authors contributed to topics such as the impact of chatbots on tourist satisfaction (Orden-Mejía and Huertas, 2022a), the impact of chatbots' features on tourist experiences (Orden-Mejía and Huertas, 2022b), and determining the relationships between chatbot attributes (informativeness, accessibility, and empathy), satisfaction with chatbot usage, and destination image (Orden-Mejía and Huertas, 2023). Lei, S.L., Leung, X.Y., Shen, H.L., and Wen, H. followed these authors with two publications each.…”
Section: Resultsmentioning
confidence: 99%
“…, 2023). The main purpose of some studies (Orden-Mejía and Huertas, 2022a, b, 2023; Pereira et al. , 2022; Zhang et al.…”
Section: Resultsmentioning
confidence: 99%
“…Chatbots provide travellers with improved access to instant communication and are adept at influencing and meeting visitor expectations (Smutny & Schreiberova, 2020). It also saves time by avoiding repetitive duties and tasks (Orden-Mejía & Huertas, 2022). Some sections of the tourism business, especially airlines, are exploring chatbots, such as United Airlines’ Alex, Lufthansa’s Mildred and Finnair’s Finn.…”
Section: Related Workmentioning
confidence: 99%