Cultural intelligence as an antecedent of satisfaction with the travel app and with the tourism experience
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CQCultural intelligenceTravel appApp satisfaction
Á.L. Coves-Martínez et al. Cultural intelligence as an antecedent of satisfaction with the travel app and with the tourism experience. Computers in Human Behavior 127 (2022) 107049. [https://doi.org/10.1016/j.chb.2021.107049]
SponsorshipUniversity of Granada’s Research; Knowledge Transfer Fund 2018: “Precompetitive Research Projects for Young Researchers. Modality B Doctoral Students; PID 2019-110941RB-I00: “Marketing Conversacional Aplicado a Sistemas Automatizados de Servicio basados en Inteligencia Artificial en el Sector de Hospedaje” by SRA (State research Agency)/10.13039/ 501100011033.
Smartphones and apps exert a decisive influence on the tourism industry. However, cultural differences can be a barrier to technology-transfer and they influence all aspects of individuals' behavior. In this regard, cultural intelligence (CQ) enables individuals to deal more effectively with these differences, and those with a high CQ are more adaptable and able to cope in cultural environments other than their own. The aim of the present study is to propose and validate a model in which CQ is an antecedent of satisfaction with the travel app and with the tourism experience. Based on a sample of 243 Spanish tourists who used a travel app on their trip, the study finds that a tourist's CQ influences their satisfaction both with the app and with the tourism experience. It further demonstrates the influence of satisfaction with the travel app on satisfaction with the tourism experience. This research holds a series of implications of significant interest both for scholars and professionals in the tourism industry.