Suchergebnisse

Part I: Technology -- The Evolution of Chatbots in Tourism: a Systematic Literature Review -- In-room voice-based digital assistants transforming on-site hotel services and guests' experiences -- Co-Creating Personalised Experiences in the Context of Personalisation-Privacy Paradox -- AI based Self-Service Technology Service Failure in Hotel -- Part II: Innovation -- Loyalty Programs and Direct Website Performance: An Empirical Analysis of Global Hotel Brands -- A Netnographic Study of Consumer Value in Slow Travel -- Coworking & coliving: do they attract digital nomad tourist? -- Robo-tipping: Are customers game? -- Part III: Social Media & User Generated Content -- Tourist experiences at overcrowded attractions: A text analytics approach -- A Pinterest Netnography -- Contextual Effects of Online Review Recency: Three Research Propositions -- Cultural traits in the consumption of luxury hotel services. An exploratory analysis through online reviews data -- Part IV: Destinations -- The Digitized Ecosystem of Tourism in Europe: Current Trends and Implications -- Destination Imagery Diagnosis Model: The Case of Switzerland -- Discovering Cultural Differences through Information Flow of National DMOs Websites -- Smart Tourism Cities' Competitiveness Index: A Conceptual Model -- Part V: COVID-19 -- Hear no virus, see no virus, speak no virus: Swiss hotels' online communication regarding Coronavirus -- Factors influencing tourists' intention to use COVID-19 contact tracing app -- Examining Post COVID-19 Tourist Concerns Using Sentiment Analysis and Topic Modeling -- Enhancing the Visitor Experience in the time of COVID 19. The use of AI Robotics in Pembrokeshire Coastal Pathway.

This open access book is the proceedings of the International Federation for IT and Travel & Tourism (IFITT)'s 28th Annual International eTourism Conference, which assembles the latest research presented at the ENTER21@yourplace virtual conference January 19–22, 2021. This book advances the current knowledge base of information and communication technologies and tourism in the areas of social media and sharing economy, technology including AI-driven technologies, research related to destination management and innovations, COVID-19 repercussions, and others. Readers will find a wealth of state-of-the-art insights, ideas, and case studies on how information and communication technologies can be applied in travel and tourism as we encounter new opportunities and challenges in an unpredictable world.

Cover -- Guest editorial -- Tourism information technology research trends: 1990-2016 -- Tourists' shifting perceptions of UNESCO heritage sites: lessons from Jeju Island-South Korea -- Gamified mobile experiences: smart technologies for tourism destinations -- Smart hospitality: Taiwan hotel stakeholder perspectives -- Smart destinations and tech-savvy millennial tourists: hype versus reality -- Mobile technologies and applications towards smart tourism - state of the art -- Data-focused managerial challenges within the hotel sector -- The emerging smart event experience: an interpretative phenomenological analysis.

Purpose
– The purpose of this paper is to investigate the effects of user competence on two different usage variables related to information systems (IS) infusion: explorative use and exploitative use.


Design/methodology/approach
– Structural equation modeling is used to construct a predictive model of user competence toward IS infusion. Individuals' responses to questions about attitude and intention to use smartphone were collected and analyzed.


Findings
– The results showed that all first-order factors of user competence were significantly linked to the second-order factor. User competence is then significantly related to IS infusion, both explorative use and exploitative use.


Research limitations/implications
– This study discusses individual usage behavior related to IS infusion usage. The authors conceptualized that exploitative use is different from explorative use. The findings in this study suggest that user competence must be included in IS usage models, especially IS infusion model.


Practical implications
– The results associated with exploitation are more certain and closer in time, while those associated with exploration are more variable. That is, users are likely to innovate through their smart devices related to IS infusion. Smartphone developers and the relevant service providers should decide which factors are more important along the stages of the information technology implementation process. As indicated in this study, knowledge-based user competence together with perceived usefulness influences the usage behavior of smartphone users. Industry players need to consider user competence when they promote their smartphone services.


Originality/value
– The proposed model brings together extant research on IS use and technology acceptance.

Purpose
This paper aims to examine the impact of metaverse experiences on customers' offline behavioral intentions: How do customers' visits to a hospitality business's virtual property in the metaverse affect their intentions to visit the physical property in the real world?


Design/methodology/approach
Based on the general learning model and social cognitive theory, this research hypothesizes the positive impact of metaverse experiences on customers' visit intentions and explores two boundary conditions for positive impact: user–avatar resemblance and servicescape similarity. Two experimental studies were conducted.


Findings
Metaverse experience has a significant impact on customers' visit intentions, and this impact is moderated by user–avatar resemblance and servicescape similarity.


Research limitations/implications
This research addresses the call for empirical studies regarding the effects of metaverse experience on people's behavioral intentions.


Originality/value
As one of the earliest empirical studies on the marketing effects of the metaverse, this research provides a basis for future metaverse studies in the hospitality field.

PurposeThe purpose of this study is to empirically investigate what aspects of service robot interactions with customers can lead to meaningful outcomes in the view of customers. The study examines functional and emotional elements of AI service robots in terms of meaningful outcomes.Design/methodology/approachThis study highlights AI service robots' meaningful outcomes as a viable research problem and proposes a research model utilizing the Stimulus-Organism-Response (SOR) framework. As an empirical approach, 260 datasets were collected from customers who have experience with AI service restaurants in China.FindingsThe study examines the functional and emotional elements of AI-powered service robots on the attitude of and meaningful outcomes for customers. The results showed that the emotional (perceived friendliness and perceived coolness) and functional (perceived safety and robot competence) attributes of human–robot interactions (HRI) significantly affect the attitude toward using service robots. Second, the attitude toward using service robots significantly influences the experiential outcome and instrumental outcome of meaningful engagement.Research limitations/implicationsThis study highlights two elements (i.e. functional and emotional) of HRI effectiveness using two metrics: experiential and performance outcomes. Future studies should generalize the research findings of service robots in the current study using a larger quantity of data from various service fields.Originality/valueAs the first empirical study highlighting the customer experience with service robots, this study opens up a feasible research direction for the service industry to pursue in terms of conducting HRI studies from the view of customers. It identifies a research model pursuant to customers' experience with HRI in creating meaningful outcomes and it theoretically extends the SOR model to the hospitality study, focusing on the HRI issue.