Investigaciones

This research formalises a new methodology to measure and analyse Destination Brand Experience, improving upon traditional approaches by offering greater objectivity and rigour. Adopting a case study approach, five distinct and complementary types of analysis have been conducted: comprehensive sentiment analysis and topic modelling, an analysis using multiple thesauri, statistical analyses for hypothesis testing, and …

Understanding destination brand experience through data mining and machine learning Leer más »

Voice assistants (VAs), such as Alexa, Siri, and Google Assistant, are instruments increasingly used by consumers to perform daily tasks. The objectives of the present study are to examine the antecedents of consumers’ continuance intention to use VAs and the moderating effects of personal innovativeness and experience. Based on behavioral reasoning theory, a research model …

Impact of perceived value on intention to use voice assistants: The moderating effects of personal innovativeness and experience Leer más »

This study examines the willingness of customers to accept, and their intention to recommend, the services provided by service robots in restaurants. A mixed-methods research approach was taken to evaluate a theoretical model based on behavioural reasoning theory (BRT). The results demonstrated the important influence of positive attitudes and objections to the use of service …

Exploring the antecedents of customers’ willingness to use service robots in restaurants Leer más »

This study shows that relative advantage and perceived challenge positively influence customer perceptions of enjoyment and control, which leads to higher customer engagement behavior. Customers’ perceived enjoyment was also found to mediate the relationship between perceived relative advantage, perceived challenge, and three customer engagement dimensions (i.e., co-developing, influencing, and mobilizing behavior). By studying the factors …

Exploring the effect of relative advantage and challenge on customer engagement behavior with mobile commerce applications Leer más »

This research analyses the intention to recommend the use of the mobile phone as a tool for collecting payments in a shop using iris reading as a biometric measure of the buyer. The moderating effect of the fear of Covid-19 contagion in the proposed relationships was also analysed.  Lee al completo la investigación.

https://www.sciencedirect.com/science/article/pii/S0969698921004082 Retailer mobile applications are one of the principal retail purchase and information search channels. Customer experience is key to retail app success. However, its dimensions and impact on retailer performance have been the subject of only a limited number of studies…

https://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2020-1244/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots…

https://www.tandfonline.com/doi/full/10.1080/13683500.2020.1780200 This research aims to analyse the complexity of the factors that influence intentions to use advanced mobile applications (apps) based on smart technologies like beacons in which tourists can access information through their smartphones while visiting a museum based in the localization. A total of 542 individuals participated in an experiment…

https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2020-1032/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest 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…