Satisfaction and performance expectations for the adoption of the metaverse in tourism SMEs

Abstract

The last decade has seen major transformations in the tourism sector, influenced by changes in consumer behaviour and the integration of technology. The Metaverse has emerged as a transformative force but with certain limitations. In this sense, the literature highlights the need to address research gaps in terms of the levels of acceptance of this new technology and with regard to the challenges faced by small and medium-sized enterprises (SMEs) in the tourism sector. Thus, the main objective of this paper is to assess the adoption intention of high technology in tourism by small and medium-sized enterprises, focusing on the key role of the Metaverse as a new paradigm. For data collection, a total of 172 small and medium-sized enterprises have been surveyed using a double methodology, PLS-SEM and QCA, for the analysis. The results show that small and medium-sized tourism enterprises intend to adopt technologies associated with the Metaverse for the concept of Business Satisfaction rather than for the possible performance it may represent. These results represent an important advance in the understanding of the integration of Metaverse technologies in the tourism sector in this type of companies, where it can help to adopt diverse strategies in the business environment without having an excessive Resistance to Change, helping to be able to face it in conjunction with other capabilities.