TY - GEN
T1 - A Scale to Evaluate the Post-pandemic Tourist Experience in Valparaíso
AU - Rusu, Virginica
AU - Rusu, Cristian
AU - Castro, Marisol
N1 - Publisher Copyright:
© 2023, The Author(s), under exclusive license to Springer Nature Switzerland AG.
PY - 2023
Y1 - 2023
N2 - Tourist eXperience (TX) is hard to evaluate due to its complexity, and the highly personal and subjective nature of experiences. TX can be considered as a particular case of Customer eXperience (CX), which is an extension of User eXperience (UX). Tourism was dramatically affected by the COVID-19 pandemic, and TX evaluation should explicitly consider the post-pandemic context. We developed a scale to evaluate the post-pandemic TX in Valparaíso, Chile. The scale was refined based on experts’ opinion, was validated through a pilot test, and was later applied in a survey with 316 participants. Statistical validation indicate that the scale is reliable. It includes 56 items grouped in 8 dimensions: emotions, local culture, authenticity of the place, entertainment, services, post-pandemic experience, loyalty, and general perception. Survey’s results confirm the importance of evaluating TX pandemic-related issues. They emphasize the potential of Valparaíso as destination, but also indicate some major issues that should be addressed: safety, cleanliness, sustainability, and inclusiveness.
AB - Tourist eXperience (TX) is hard to evaluate due to its complexity, and the highly personal and subjective nature of experiences. TX can be considered as a particular case of Customer eXperience (CX), which is an extension of User eXperience (UX). Tourism was dramatically affected by the COVID-19 pandemic, and TX evaluation should explicitly consider the post-pandemic context. We developed a scale to evaluate the post-pandemic TX in Valparaíso, Chile. The scale was refined based on experts’ opinion, was validated through a pilot test, and was later applied in a survey with 316 participants. Statistical validation indicate that the scale is reliable. It includes 56 items grouped in 8 dimensions: emotions, local culture, authenticity of the place, entertainment, services, post-pandemic experience, loyalty, and general perception. Survey’s results confirm the importance of evaluating TX pandemic-related issues. They emphasize the potential of Valparaíso as destination, but also indicate some major issues that should be addressed: safety, cleanliness, sustainability, and inclusiveness.
KW - Customer Experience
KW - Post-pandemic
KW - Scale
KW - Tourist Experience
KW - Tourist Experience Evaluation
UR - http://www.scopus.com/inward/record.url?scp=85169432529&partnerID=8YFLogxK
U2 - 10.1007/978-3-031-35927-9_26
DO - 10.1007/978-3-031-35927-9_26
M3 - Conference contribution
AN - SCOPUS:85169432529
SN - 9783031359262
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 371
EP - 388
BT - Social Computing and Social Media - 15th International Conference, SCSM 2023, Held as Part of the 25th HCI International Conference, HCII 2023, Proceedings
A2 - Coman, Adela
A2 - Vasilache, Simona
PB - Springer Science and Business Media Deutschland GmbH
T2 - 15th International Conference on Social Computing and Social Media, SCSM 2023, held as part of the 25th International Conference on Human-Computer Interaction, HCII 2023
Y2 - 23 July 2023 through 28 July 2023
ER -