Stand by me: analyzing the tourist–intelligent voice assistant relationship quality

Sandra Maria Correia Loureiro, University of Australia, Sebastian Molinillo, Ricardo Godinho Bilro, Arnold Japutra

Research output: Contribution to journalArticlepeer-review

51 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)3840-3859
Number of pages20
JournalInternational Journal of Contemporary Hospitality Management
Volume33
Issue number11
DOIs
Publication statusPublished - 17 Nov 2021

Keywords

  • Attachment theory
  • Past experience
  • Perceived value
  • Relationship quality
  • Self-esteem
  • Social exchange theory
  • Technology expertise

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