@misc{10481/104624,
year = {2025},
month = {7},
url = {https://hdl.handle.net/10481/104624},
abstract = {The aim of this study is to identify the most suitable type of chatbot for use in the hotel industry: task-oriented vs.
hedonic. To fulfil this aim, the motivations that are likely to generate more widespread use of chatbots in tourism
services are analysed from the dual viewpoint of potential users and chatbot experts, to yield a complete picture of
the preferences of the different agents in the sector. The former public helps identify those motivations that relate
to current chatbot use, while the latter also enables motivations relating to possible future use to be anticipated.
First, in-depth interviews are conducted with (i) potential users of hotel chatbots and (ii) chatbot experts (both
academic and professional) to validate a series of motivations for chatbot use. An fs/QCA analysis is then conducted
to identify the necessary conditions that a chatbot must fulfil, from the perspective of 29 potential users and 21
experts. The results suggest that there is a clear preference for task-oriented chatbots among users (short-term
perspective), while the experts adopt a longer-term outlook focusing more on the entertainment and novelty value
that chatbots can deliver. From the results, it can be concluded that, while experts regard many of the recurring
problems of chatbots in tourism as having been overcome, tourists still demand that chatbots meet requirements
such as productivity and convenience, pointing to areas that require further attention from the industry.},
organization = {MCIN/AEI/10.13039/501100011033 PID2019-110941RB-I00, TED2021-132078B-I00},
organization = {European Union NextGenerationEU/PRTR},
organization = {Ministerio de Ciencia, Innovación y Universidades PID2019-110941RB-I00},
publisher = {Varna University of Management},
title = {What motivates chatbot use among tourists? A mixed-methods comparison of expert and user opinion},
author = {Sabiote Ortiz, Carmen María and Rey Pino, Juan Miguel and Vena-Oya, Julio and Castañeda García, José Alberto},
}