Skip to main content
SpringerLink
Log in

Evaluating the Post-pandemic Tourist Experience: A Scale for Tourist Experience in Valparaíso, Chile

  • Conference paper
  • First Online:
Social Computing and Social Media: Applications in Education and Commerce (HCII 2022)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 13316))

Included in the following conference series:

Abstract

Tourist eXperience (TX) is a concept discussed by many authors over the last couple of decades. TX can be approached as a particular case of Costumer eXperience (CX). TX evaluation is complex and challenging, due to its multidimensional nature, and because TX is highly personal. General and specific TX scales have been proposed. Tourism was extremely affected by the COVID-19 global pandemic. New concerns and procedures have emerged for safe trips, and they will likely become the norm in the post-pandemic era. Our study aims to develop a scale to evaluate TX in Valparaíso, Chile. We present a preliminary version of the scale, that includes 56 items, grouped in 8 dimensions: emotions, local culture, authenticity of the place, entertainment, services, post-pandemic experience, loyalty, and general perception. It includes 13 original items, and 43 adapted items, from other authors. The scale will be further validated and refined based on experts’ judgment, experiments, and statistical validation.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 69.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 89.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Yang, Y., Mao, Z., Zhang, X.: Better sleep, better trip: the effect of sleep quality on tourists’ experiences. Ann. Tour. Res. 87, 103153 (2021)

    Article  Google Scholar 

  2. Laming, C., Mason, K.: Customer experience - an analysis of the concept and its performance in airline brands. Res. Transp. Bus. Manag. 10, 15–25 (2014)

    Article  Google Scholar 

  3. Lewis, J.R.: Usability: lessons learned... and yet to be learned. Int. J. Hum.-Comput. Interact. 30(9), 663–684 (2014)

    Article  Google Scholar 

  4. Rusu, V., Rusu, C., Botella, F., Quiñones, D.: Customer experience: is this the ultimate experience? In: Interacción 2018, Proceedings of the XIX International Conference on Human Computer Interaction. ACM (2018)

    Google Scholar 

  5. Rusu, V., Rusu, C., Botella, F., Quiñones, D., Bascur, C., Rusu, V.Z.: Customer experience: a bridge between service science and human-computer interaction. In: Ahram, T., Karwowski, W., Pickl, S., Taiar, R. (eds.) IHSED 2019. AISC, vol. 1026, pp. 385–390. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-27928-8_59

    Chapter  Google Scholar 

  6. Rusu, C., Rusu, V., Quiñones, D., Roncagliolo, S., Rusu, V.Z.: Evaluating online travel agencies’ usability: what heuristics should we use? In: Meiselwitz, G. (ed.) SCSM 2018. LNCS, vol. 10913, pp. 121–130. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-91521-0_10

    Chapter  Google Scholar 

  7. Rusu, V., Rusu, C., Quiñones, D., Botella, F., Roncagliolo, S., Rusu, V.Z.: On-line travel agencies’ usability: evaluator experience. In: Meiselwitz, G. (ed.) SCSM 2019. LNCS, vol. 11579, pp. 452–463. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-21905-5_35

    Chapter  Google Scholar 

  8. Díaz, J., et al.: Website transformation of a Latin American airline: effects of cultural aspects and user experience on business performance. IEEE LA Trans. 17(5), 766–774 (2019)

    Google Scholar 

  9. Rusu, C., Rusu, V.Z., Muñoz, P., Rusu, V., Roncagliolo, S., Quiñones, D.: On user experience in virtual museums. In: Meiselwitz, G. (ed.) SCSM 2017. LNCS, vol. 10282, pp. 127–136. Springer, Cham (2017). https://doi.org/10.1007/978-3-319-58559-8_12

    Chapter  Google Scholar 

  10. Rusu, V.Z., Quiñones, D., Rusu, C., Cáceres, P., Rusu, V., Roncagliolo, S.: Approaches on user experience assessment: user tests, communicability and psychometrics. In: Meiselwitz, G. (ed.) SCSM 2018, LNCS, vol. 10913, pp. 97–111. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-91521-0_8

    Chapter  Google Scholar 

  11. Rusu, V., Rusu, C., Cáceres, P., Rusu, V., Quiñones, D., Muñoz, P.: On user experience evaluation: combining user tests and psychometrics. In: Karwowski, W., Ahram, T. (eds.) IHSI 2018. AISC, vol. 722, pp. 626–632. Springer, Cham (2018). https://doi.org/10.1007/978-3-319-73888-8_97

    Chapter  Google Scholar 

  12. Delgado, D., Zamora, D., Quiñones, D., Rusu, C., Roncagliolo, S., Rusu, V.: User experience heuristics for national park websites. In: Meiselwitz, G. (ed.) SCSM 2020. LNCS, vol. 12195, pp. 194–204. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-49576-3_14

    Chapter  Google Scholar 

  13. Rusu, V., et al.: Assessing the customer eXperience based on quantitative data: virtual travel agencies. In: Marcus, A. (ed.) DUXU 2016. LNCS, vol. 9746, pp. 499–508. Springer, Cham (2016). https://doi.org/10.1007/978-3-319-40409-7_47

    Chapter  Google Scholar 

  14. Rusu, V., Rusu, C., Guzmán, D., Roncagliolo, S., Quiñones, D.: Online travel agencies as social media: analyzing customers’ opinions. In: Meiselwitz, G. (ed.) SCSM 2017. LNCS, vol. 10282, pp. 200–209. Springer, Cham (2017). https://doi.org/10.1007/978-3-319-58559-8_17

    Chapter  Google Scholar 

  15. Rusu, V., Rusu, C., Quiñones, D., Roncagliolo, S., Carvajal, V., Muñoz, M.: Customer experience in Valparaiso hostels: analyzing tourists’ opinions. In: Meiselwitz, G. (ed.) SCSM 2020. LNCS, vol. 12195, pp. 226–235. Springer, Cham (2020). https://doi.org/10.1007/978-3-030-49576-3_17

    Chapter  Google Scholar 

  16. Subsecretaría de Turísmo, Gobierno de Chile. http://www.subturismo.gob.cl/barometros/. Accessed 01 Feb 2022

  17. ISO 9241-210: Ergonomics of Human-system Interaction—Part 210: Human-centered Design for Interactive Systems. International Organization for Standardization (2010)

    Google Scholar 

  18. Stein, A., Ramaseshan, B.: Towards the identification of customer experience touch point elements. J. Retail. Consum. Serv. 30, 8–19 (2016)

    Article  Google Scholar 

  19. Thompson, M.: The CX tower of Babel: what CX job descriptions tell us about corporate CX initiatives. Interactions 25(3), 74–77 (2018)

    Article  Google Scholar 

  20. Gentile, C., Spiller, N., Noci, G.: How to sustain the customer experience: an overview of experience components that co-create value with the customer. Eur. Manag. J. 25(5), 395–410 (2007)

    Article  Google Scholar 

  21. Tussyadiah, I.: Toward a theoretical foundation for experience design in tourism. J. Trav. Res. 53(5), 543–564 (2014)

    Article  Google Scholar 

  22. Bosangit, C., Hibbert, S., McCabe, S.: If I was going to die I should at least be having fun: travelblogs, meaning and tourist experience. Ann. Tour. Res. 55, 1–14 (2015)

    Article  Google Scholar 

  23. Tung, V., Ritchie, J.R.: Exploring the essence of memorable tourism experiences. Ann. Tour. Res. 38(4), 1367–1386 (2011)

    Article  Google Scholar 

  24. Godovykh, M., Tasci, A.: Customer experience in tourism: a review of definitions, components, and measurements. Tour. Manag. Pers. 35, 100694 (2020)

    Google Scholar 

  25. Walls, A., Okumus, F., Wang, Y., Kwun, D.: An epistemological view of consumer experiences. Int. J. Hosp. Manag. 30, 10–21 (2011)

    Article  Google Scholar 

  26. Joo, D., Xu, W., Lee, J., Lee, C., Woosnam, K.M.: Residents’ perceived risk, emotional solidarity, and support for tourism amidst the COVID-19 pandemic. J. Dest. Market. Manag. 19, 100553 (2021)

    Google Scholar 

  27. Hassan, S., Soliman, M.: COVID-19 and repeat visitation: Assessing the role of destination social responsibility, destination reputation, holidaymakers’ trust and fear arousal. J. Dest. Market. Manag. 19, 100495 (2021)

    Google Scholar 

  28. Gallarza, M., Gil, I.: La investigación conceptual sobre valor percibido en la experiencia turística. Propuesta de un Modelo Verbal Gráfico. Estudios turísticos 174, 7–32 (2007)

    Google Scholar 

  29. Kim, J., Ritchie, J., McCormick, B.: Development of a scale to measure memorable tourism experiences. J. Trav. Res. 51(1), 12–25 (2010)

    Article  Google Scholar 

  30. Martín-Ruiz, D., Castellanos-Verdugo, M., Oviedo-García, M.: A visitors’ evaluation index for a visit to an archaeological site. Tour. Manag. 31, 590–596 (2010)

    Google Scholar 

  31. Ali, F., Hussain, K., Ragavan, N.: Memorable customer experience: examining the effects of customers experience on memories and loyalty in Malaysian resort hotels. Proc. Soc. Behav. Sci. 144, 273–279 (2014)

    Article  Google Scholar 

  32. Kim, J.: The antecedents of memorable tourism experiences: the development of a scale to measure the destination attributes associated with memorable experiences. Tour. Manag. 44, 34–45 (2014)

    Article  Google Scholar 

  33. Lu, L., Chi, C., Liu, Y.: Authenticity, involvement, and image: evaluating tourist experiences at historic districts. Tour. Manag. 50, 85–96 (2015)

    Article  Google Scholar 

  34. Sarra, A., Di Zio, S., Cappucci, M.: A quantitative valuation of tourist experience in Lisbon. Ann. Tour. Res. 53, 1–16 (2015)

    Article  Google Scholar 

  35. Chen, H., Rahman, I.: Cultural tourism: an analysis of engagement, cultural contact, memorable tourism experience and destination loyalty. Tour. Manag. Persp. 26, 153–163 (2018)

    Google Scholar 

  36. Coelho, M., Gosling, M.: Memorable Tourism Experience (MTE): scale proposal and test. Tour. Manag. Stud. 14(4), 15–24 (2018)

    Article  Google Scholar 

  37. Lončarić, D., Dlačić, J., Perišić, M.: What makes summer vacation experience memorable? An empirical study from Croatia. Zbornik Veleučilišta u Rijeci 6(1), 67–80 (2018)

    Google Scholar 

  38. Saayman, M., Li, G., Uysal, M., Song, H.: Tourist satisfaction and subjective well-being: an index approach. Int. J. Tourism Res. 20, 388–399 (2018)

    Article  Google Scholar 

  39. Torres, P., Baez, S.: Tourist experience measurement in Quito city. Rev. Bras. Pesq. Tur. São Paulo 12(1), 133–156 (2018)

    Google Scholar 

Download references

Acknowledgments

This project was financed by Dirección General de Investigación of Universidad de Playa Ancha, Chile (Concurso Regular 2020, code HUM 04-2122).

Author information

Authors and Affiliations

  1. Universidad de Playa Ancha, Av. Playa Ancha 850, 2340000, Valparaíso, Chile

    Virginica Rusu, Leslie Márquez & Patricia González

  2. Pontificia Universidad Católica de Valparaíso, Av. Brasil 2241, 2340000, Valparaíso, Chile

    Cristian Rusu

Authors
  1. Virginica Rusu
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Leslie Márquez
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Patricia González
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Cristian Rusu
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Virginica Rusu .

Editor information

Editors and Affiliations

  1. Towson University, Towson, MD, USA

    Gabriele Meiselwitz

Rights and permissions

Reprints and permissions

Copyright information

© 2022 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Rusu, V., Márquez, L., González, P., Rusu, C. (2022). Evaluating the Post-pandemic Tourist Experience: A Scale for Tourist Experience in Valparaíso, Chile. In: Meiselwitz, G. (eds) Social Computing and Social Media: Applications in Education and Commerce. HCII 2022. Lecture Notes in Computer Science, vol 13316. Springer, Cham. https://doi.org/10.1007/978-3-031-05064-0_25

Download citation

  • DOI: https://doi.org/10.1007/978-3-031-05064-0_25

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-05063-3

  • Online ISBN: 978-3-031-05064-0

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation