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The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities

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  • Manthiou, Aikaterini
  • Klaus, Phil

Abstract

Tourism research has shown a growing need to comprehend the robotic tourism experience's meaning and foundations, while also offering guidance regarding future discussions and research. This paper aims to analyze the robotic tourism experience (hereafter, RTX) based on De Keyser et al.’s (2020) conceptualization. In order to develop three theoretical propositions, we explore the RTX by means of the three building blocks: touchpoints, context, and qualities. The three building blocks should not be examined in isolation, but as a system of interplaying factors impacting the customer journey. The study discusses the theoretical and practical implications of these impacts, as well as providing future research directions.

Suggested Citation

  • Manthiou, Aikaterini & Klaus, Phil, 2022. "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    • Handle: RePEc:eee:tefoso:v:177:y:2022:i:c:s0040162522000841
    DOI: 10.1016/j.techfore.2022.121552
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    2. Yao, Qi & Hu, Chao & Zhou, Wenkai, 2024. "The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    3. Ayyildiz, Ahu Yazici & Baykal, Muhammed & Koc, Erdogan, 2022. "Attitudes of hotel customers towards the use of service robots in hospitality service encounters," Technology in Society, Elsevier, vol. 70(C).
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    5. Khaksar, Seyed Mohammad Sadegh & Shahmehr, Fatemeh S. & Miah, Shah & Daim, Tugrul & Ozdemir, Dilek, 2024. "Privacy concerns versus personalisation benefits in social robot acceptance by employees: A paradox theory — Contingency perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).

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