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A Scale to Evaluate the Post-pandemic Tourist Experience in Valparaíso

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Social Computing and Social Media (HCII 2023)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 14026))

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Abstract

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.

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Acknowledgments

This project was financed by Dirección General de Investigación of Universidad de Playa Ancha, Chile (Concurso Regular 2020, code HUM 04-2122). We appreciate the help of Leslie Márquez and Patricia González, which collected data as part of their duties as technical staff in the above-mentioned project. They also used data in their undergraduate thesis, under the supervision of Dr. Virginica Rusu. Data have not been published previously, and their thesis is only available at Universidad de Playa Ancha, Valparaíso, Chile.

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Authors and Affiliations

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

    Virginica Rusu & Marisol Castro

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

    Cristian Rusu

Authors
  1. Virginica Rusu
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  2. Cristian Rusu
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  3. Marisol Castro
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Corresponding author

Correspondence to Virginica Rusu .

Editor information

Editors and Affiliations

  1. University of Bucharest, Bucharest, Romania

    Adela Coman

  2. University of Tsukuba, Tsukuba, Japan

    Simona Vasilache

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Rusu, V., Rusu, C., Castro, M. (2023). A Scale to Evaluate the Post-pandemic Tourist Experience in Valparaíso. In: Coman, A., Vasilache, S. (eds) Social Computing and Social Media. HCII 2023. Lecture Notes in Computer Science, vol 14026. Springer, Cham. https://doi.org/10.1007/978-3-031-35927-9_26

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  • DOI: https://doi.org/10.1007/978-3-031-35927-9_26

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