Robot-delivered tourism and hospitality services: How to evaluate the impact of health and safety considerations on visitors’ satisfaction and loyalty?

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM Tourism and Hospitality Research Pub Date : 2023-01-31 DOI:10.1177/14673584231153367
Mohammad Soliman, S. Gulvady, A. Elbaz, Maha Mosbah, M. Wahba
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引用次数: 5

Abstract

Due to the COVID-19 epidemic, visitors’ worries about health and safety in tourist destinations have become paramount. Consequently, this research aims to evaluate the impact of health and safety considerations on visitors’ satisfaction. It also examines the influence of health consciousness and satisfaction on visitors’ willingness toward robot-delivered tourism and hospitality services usage and the impact of destination healthcare system and satisfaction on loyalty intentions. Applying a quantitative-based methodology, 650 responses were collected from domestic tourists visiting Egyptian tourism destinations using multiple non-probability sampling techniques. Using PLS-SEM, the results articulated that emotional well-being, perceived safety, and perceived green image positively impacted visitors’ satisfaction, which in turn, positively affected their willingness toward service robot’s usage and loyalty. Tourists’ health consciousness also positively affected their satisfaction and intentions to use robot-delivered services. Additionally, destination healthcare system significantly influenced visitors’ satisfaction and loyalty intentions. Theoretical and managerial contributions as well as future research are outlined.
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机器人提供的旅游和酒店服务:如何评估健康和安全因素对游客满意度和忠诚度的影响?
由于新冠肺炎疫情,游客对旅游目的地健康和安全的担忧成为重中之重。因此,本研究旨在评估健康和安全因素对游客满意度的影响。研究还考察了健康意识和满意度对游客使用机器人提供的旅游和酒店服务意愿的影响,以及目的地医疗保健系统和满意度对忠诚意图的影响。采用基于定量的方法,使用多种非概率抽样技术从访问埃及旅游目的地的国内游客中收集了650份回复。利用PLS-SEM,研究结果表明,情绪幸福感、感知安全性和感知绿色形象正向影响游客满意度,进而正向影响他们对服务机器人的使用意愿和忠诚度。游客的健康意识也积极影响他们对机器人服务的满意度和使用意愿。此外,目的地医疗保健制度显著影响游客满意度和忠诚意愿。概述了理论和管理贡献以及未来的研究。
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来源期刊
Tourism and Hospitality Research
Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-
CiteScore
7.40
自引率
8.60%
发文量
63
期刊介绍: Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management
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