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

摘要

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 inter playing factors impacting the customer journey. The study discusses the theoretical and practical implications of these impacts, as well as providing future research directions.