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Visitor attractions constitute the essence of the tourism phenomenon. However, management techniques that are expressly designed for tourism and develop different uses/activities and subsequently influence visitor experiences are under-researched. Hence, the purpose of this study is to develop a conceptual framework that provides a bridge between on-site management, visitor attraction development and visitor experience by introducing a novel concept: “usability of visitor attractions.” This new concept captures how managers can develop uses for visitors to experience the attraction. Thus, this study explores this concept and serves as the foundation for further research on this topic.

The systematization of the state of the art is based on an exhaustive desk research review of both academic and grey literature to endorse the “usability of visitor attractions” concept.

The literature review reveals that visitor attraction management affects visitor experience. To succeed, managers should consider the ease of use and the design of activities. Therefore, an innovative conceptual model is built to explore how on-site management techniques based on this new concept impact on visitor’s experience.

Research on visitor experience in attractions has neglected the impact of on-site management tools hitherto. Therefore, the originality of the study lies on providing a robust framework that enlightens how visitor attraction management affects visitor experience by developing the usability. The study proposes a novel concept and an original model that will be of a critical interest to tourism academia and will serve as practical guidance for attraction managers.

旅游景点构成了旅游现象的本质。然而, 专门为其开发不同用途/活动并随后影响游客体验的管理技术仍处于起步阶段。因此, 本文的目的是通过引入一个新的概念：旅游景点的可用性来建立一个概念框架, 搭建现场管理、旅游景点开发和游客体验之间的关系桥梁。这一新概念描述了管理者如何开发游客体验景点的可用性。因此, 本文探讨了这一概念并以为未来旅游学术界对本主题感兴趣的相关研究奠定基础。

研究前沿的分类是基于详尽学朮和灰色文献的书面材料审查来背书 “旅游景点的可用性” 这一概念。

文献综述表明, 旅游景点管理影响游客体验。为达成这一目的, 管理者应该考虑景点使用的便利性和活动的设计。因此, 我们建立了一个创新的概念模型来探讨基于这一新概念的现场管理技术对游客体验的影响。

本文的创新之处在于提供了一个稳健的框架, 揭示旅游景点可用性通过景点管理进而影响游客体验。本文建议一个新的概念和原本的模型将为旅游景点管理者提供实际指导。

Los atractivos turísticos constituyen la esencia del fenómeno turístico. No obstante, las técnicas de gestión y planificación diseñadas expresamente para desarrollar diferentes usos/actividades en los atractivos, que posteriormente influyen en la experiencia de los visitantes, han sido escasamente investigadas. Por ello, el propósito de esta investigación radica en elaborar un marco conceptual que integre la gestión del atractivo, el progreso del mismo y la experiencia del visitante mediante la introducción de un concepto novedoso: “la usabilidad de los atractivos turísticos”. Este nuevo concepto enfatiza la manera en que los gestores pueden implementar diferentes usos en los atractivos, proporcionando a los visitantes diversas experiencias. Por tanto, esta investigación explora el concepto y sirve como fundamento para futuras investigaciones.

La metodología se basa en una exhaustiva revisión de la producción científica y de informes de organismos públicos para respaldar el concepto de “usabilidad de los atractivos turísticos”.

La literatura examinada revela que la gestión de los atractivos afecta en la experiencia de los visitantes. Así pues, los gestores deben considerar en concreto la facilidad de uso y el diseño de actividades. De este modo, un modelo conceptual innovador ha sido construido para explorar cómo las técnicas de gestión basadas en este nuevo concepto tienen un impacto en la experiencia del visitante.

La investigación sobre la experiencia del visitante en los atractivos ha descuidado el impacto de las herramientas de gestión y planificación hasta ahora. Consecuentemente, la originalidad de esta investigación radica en proporcionar un marco robusto que señala cómo la gestión de los atractivos afecta en la experiencia del visitante mediante el desarrollo de la usabilidad. El estudio propone un concepto novedoso y un modelo original que se considera de gran interés para el ámbito científico, y al mismo tiempo, puede servir de guía práctica para los gestores de los atractivos turísticos.

The purpose of this paper is to report on the level of government web portal resource development, impediments to progress in electronic government practices, and areas that require improvement in 19 Latin American countries.

A comparative study was carried out between March and May of 2012, based on a method combining heuristic usability analysis with an automatic web portal accessibility test.

The results suggest that Latin American government web portals do not fully meet international accessibility guidelines and that multidirectional communication and participation mechanisms lack diversity. Only functionalities related to usability presented positive scores, but with shortcomings in terms of security.

Extensive literature is available on the development of electronic government policies in Latin America. This study falls within that tradition but, in addition, offers a new perspective by examining the features of web portals, which ultimately aids the calibration of the results of policy implementation. The data obtained are useful for web developers, ICT policy designers and the entire community of actors involved in developing electronic government programs.

El artículo pretende describir el nivel de desarrollo de los recursos ofertados por los portales webs gubernamentales de 19 países latinoamericanos, desvelar la presencia de elementos obstaculizadores del desarrollo de las prácticas de gobierno electrónico y subrayar áreas de mejora.

Se realiza un estudio comparado, llevado a cabo entre los meses de marzo y mayo de 2012, basado en el empleo de un método que combina el análisis heurístico de usabilidad y la aplicación de un procedimiento automático de examen de la accesibilidad de los portales webs.

Los resultados sugieren que los portales webs gubernamentales latinoamericanos adolecen de insuficiencias relativas al cumplimiento de la normativa internacional de accesibilidad y una escasa diversidad de dispositivos de comunicación/participación multidireccionales. Solo las funcionalidades relacionadas con la usabilidad, salvo la relativa a seguridad, presentan un balance positivo.

Existe una abundante literatura latinoamericana sobre el desarrollo de políticas de gobierno electrónico. Este trabajo se enmarca en esa tradición, pero ofrece un ángulo nuevo al centrarse en el examen de las prestaciones que ofrecen los portales webs, lo que puede contribuir ulteriormente a calibrar los resultados de la implementación de tales políticas. Los datos obtenidos resultan de utilidad para desarrolladores web, diseñadores de políticas de difusión de TIC y, en general, la comunidad de actores relacionados con el desarrollo de programas de gobierno electrónico.

The purpose of this study is to discuss how consumers accept advanced artificial intelligence (AI) robots in hospitality and tourism and provide a typology and conceptual framework to support future research on advanced robot applicability.

This research reviews current cases of AI use and technology acceptance model (TAM) studies and proposes a framework, interactive technology acceptance model (iTAM), to identify key determinants that stimulate consumer perceptions of advanced robot technology acceptance.

The main constructs and types of advanced robots were identified by reviewing TAM studies and AI robots that are currently used in the tourism and hospitality industry. This research found that as technologies tested in TAM studies have been improved by highly interactive systems, increased capability and a more user-friendly interface, examining perceived interactivity of technology has become more important for advanced robot acceptance models. The examples of advanced robot uses indicate that each machine learning application changes the robots’ task performance and interaction with consumers. Conducting experimental studies and measuring the interactivity of advanced robots are vital for future research.

To the authors’ knowledge, this is the first study on how consumers accept AI robots with machine learning applications in the tourism and hospitality industry. The iTAM framework provides fundamental constructs for future studies of what influences consumer acceptance of AI robots as innovative technology, and iTAM can be applied to empirical experiments and research to generate long-term strategies and specific tips to implement and manage various advanced robots.

旅游和酒店业机器人的机器学习：交互式技术接受模型（iTAM）–前沿研究

这项研究旨在讨论消费者如何在酒店和旅游业中接受先进的人工智能（AI）机器人, 并提供类型学和概念框架来支持有关先进机器人适用性的未来研究。

这项研究回顾了AI使用和技术接受模型（TAM）研究的当前案例, 并提出了一个框架, 即交互式技术接受模型（iTAM）, 以识别能够激发消费者对先进机器人技术接受程度的认知的关键因素。

通过回顾当前在旅游和酒店业中使用的TAM研究和AI机器人, 本文确定了高级机器人的主要结构和类型。研究发现, 由于TAM中的技术已通过高度互动的系统, 增强的功能以及更友好的用户界面进行了改进, 因此, 对于先进的机器人接受模型而言, 检查感知技术交互性已变得越来越重要。先进的机器人使用案例表明, 每个机器学习应用程序都会改变机器人的任务性能以及与消费者的互动。进行实验研究和测量高级机器人的交互性对于将来的研究来说是至关重要的方向。

这是关于消费者如何在旅游和酒店业中接受具有机器学习应用程序的AI机器人的首次研究。iTAM框架为将来的研究提供了基础结构, 以了解哪些因素会影响消费者对AI机器人作为创新技术的接受程度。iTAM亦可以用于实证实验和研究, 以提供实施和管理各种先进机器人的长期策略和具体技巧。

iTAM,机器学习,人工智能机器人, 技术接受, 感知交互性, 人工智能机器人的类型

纸张类型概念纸

概念性文章

El Machine Learning (Aprendizaje Automático) de robots en turismo y hotelería: Modelo de Aceptación de Tecnología Interactiva (iTAM): tecnología de punta

El objetivo de este estudio, es analizar la aceptación que tienen los robots avanzados de Inteligencia Artificial (IA) por parte de los consumidores de hoteles y turismo y proporcionar una tipología y un marco conceptual para apoyar la investigación futura sobre la aplicabilidad avanzada de estos robots.

Esta investigación, revisa los casos actuales de uso de IA y estudios del Modelo de Aceptación de Tecnología (TAM) y propone: el Modelo de Aceptación de Tecnología Interactiva (iTAM) para identificar los determinantes clave que estimulan las percepciones del consumidor sobre la aceptación avanzada de la tecnología de robots.

Los principales prototipos de robots avanzados se identificaron mediante la revisión de los estudios TAM y de IA sobre robots que se utilizan actualmente en la industria del turismo y la hostelería. Esta investigación, encontró que a medida que las tecnologías testadas en los estudios TAM, se han mejorado mediante la incorporación de sistemas altamente interactivos, aumentando la capacidad y mejorando la usabilidad de la interfaz; se ha vuelto más importante examinar la interactividad percibida de la tecnología para los modelos avanzados de aceptación de robots. Los ejemplos de usos avanzados de robots, indican que cada aplicación de aprendizaje automático varía el rendimiento de la tarea de los robots y la interacción con los consumidores. La realización de estudios experimentales y la medición de la interactividad de los robots avanzados son vitales para futuras investigaciones.

Este es el primer estudio sobre como los consumidores del sector turístico y hotelero aceptan los robots de IA basado en aplicaciones de machine learning (aprendizaje automático). El marco iTAM proporciona constructos fundamentales para futuros estudios sobre los factores que influyen en el consumidor a la hora de aceptar los robots de IA como tecnología innovadora. iTAM se podría aplicar a experimentos empíricos e investigaciones con el objetivo de generar estrategias a largo plazo y consejos específicos para implementar y administrar varios robots avanzados.

iTAM, Aprendizaje automático, Robot de inteligencia artificial, Aceptación de tecnología, Interactividad percibida, Tipo de robot IA

Tipo de papel Papel conceptual

The purpose of this study is to examine the structural relationships between the dimensions of virtual reality (VR) experiences (immersion, interaction, usability and illusion), the dimensions of VR attachment (VR dependence, VR identity, VR affect and VR familiarity) and the dimensions of VR experiential outcomes (VR experiential satisfaction, VR experiential loyalty and VR experiential advocacy).

A total of 490 visitors who tried 360 VR travel video games in the TripMoment VR were surveyed.

In this study, there are positive relationships between VR experiential satisfaction and immersion, interaction, illusion, as well as VR identity, VR affect and VR familiarity. In addition, VR experiential satisfaction has a positive relationship with VR experiential loyalty. In addition, VR experiential advocacy has a positive relationship with both VR experiential satisfaction and VR experiential loyalty.

The results show that tourism operators should focus on increasing VR experiential satisfaction and experiential loyalty to enable visitors to have intentions to advocate their VR experiences.

This paper provides the data that lead to a better understanding of the relationship between the dimensions of VR experiences, VR attachment and VR experiential outcomes in the tourism industry.

本研究目的是在检验虚拟实境体验维度(沉浸、交互作用、可用性与幻觉),虚拟实境依附维度(虚拟实境依赖、虚拟实境认同、虚拟实境影响与虚拟实境熟悉度)和虚拟实境体验结果维度 (虚拟实境体验满意度、虚拟实境体验忠诚度与虚拟实境体验主张)之间的结构关系。

在时刻旅行中, 共受访490名游客尝试了360度虚拟实境旅游视频游戏。发现 – 在本次研究中, 虚拟实境体验满意度与沉浸、交互作用、幻觉与虚拟实境认同、虚拟实境影响与和虚拟实境熟悉度均存在正向关系。而且, 虚拟实境体验满意度对虚拟实境体验忠诚度有正向影响。此外, 虚拟实境体验主张对虚拟实境体验满意度与虚拟实境体验忠诚度两者均有正向影响。

结果显示, 为了能使游客有意愿宣传自己的虚拟实境体验, 旅游经营者应该将焦点放在提升虚拟实境体验满意度与虚拟实境体验忠诚度。

本文提供的数据有助于更好地理解旅游行业虚拟实境体验, 虚拟实境依附与虚拟实境体验结果维度之间的关系

El objetivo de este estudio es examinar las relaciones estructurales entre las dimensiones que afectan a la VR: las experiencias (inmersión, interacción, usabilidad e ilusión), las dimensiones del apego (dependencia de VR, identidad de VR, afecto de VR y familiaridad de VR) y las dimensiones de los resultados experimentales (satisfacción experiencial de realidad virtual, lealtad experiencial de realidad virtual y defensa experiencial de realidad virtual).

Se encuestó a un total de 490 visitantes, que probaron los videojuegos de viaje de 360 VR en TripMoment VR.

En este estudio, demuestra la existencia de relaciones positivas entre la satisfacción experimental de la realidad virtual y la inmersión, la interacción, la ilusión, así como la identidad de la realidad virtual, el efecto de la realidad virtual y la familiaridad de la realidad virtual. Además, la satisfacción experiencial, tiene una relación positiva con la lealtad experiencial, en la realidad virtual. Además, la defensa de la experiencia de VR tiene una relación positiva tanto con la satisfacción de la experiencia de VR como con la lealtad de la experiencia de VR.

Los resultados muestran que los operadores turísticos deberían centrarse en aumentar la satisfacción y la lealtad experiencial de la realidad virtual, para permitir que los visitantes tengan intenciones de defender sus experiencias en los contextos de la misma.

Este trabajo proporciona datos, que conducen a una mejor comprensión de la relación entre las dimensiones de las experiencias de realidad virtual, el apego a la realidad virtual y los resultados experimentales en la industria del turismo.

Many internet users are not able to navigate through e‐commerce web pages and reach their targets. Navigation problems lead to customers' disappointment and, as a consequence, companies fail to provide information and offer direct sales through the internet. The purpose of this paper is to profile internet users experiencing navigation problems while shopping online using socio‐demographic indicators. The application of usability is proposed as a solution to web site navigation issues.

Hierarchical segmentation and regression analysis are applied to a sample of online shoppers with navigation problems.

Socio‐demographic profiles of online shoppers with navigation problems.

This paper focuses on customers' socio‐demographic features. Other indicators, such as attitudes or behaviours, have not been considered.

Understanding the socio‐demographic profiles of customers with higher levels of navigation problems is useful for e‐commerce companies in order to provide support to user segments experiencing more difficulties.

This paper highlights the importance of usability, which has been somewhat ignored in the development of e‐commerce web sites. Demographic profiles of online shoppers experiencing navigation problems are constructed.

This study seeks to understand the current state of the development of linked open data (LOD) bibliographic portals to discuss their functionalities, contributions, value-adds and user experience.

A set of evaluative aspects grouped into three analysis dimensions was established: collections, tools—technologies and standards used—and web user interface. As the object of the study, four projects of diverse nature and volume were selected to help provide a better understanding of the trends in the solutions provided for the end user when accessing linked data collections.

Publishing LOD through visual interfaces maximises information enrichment, contextualisation and discovery, in addition to improving user experience, because of both increased navigation capabilities and interrelationships between data. These more flexible environments have metamorphosised the visualisation of bibliographic information. However, aspects that needed improvement were observed, primarily relating to (1) a more intuitive interaction, (2) possibilities of greater personalisation, (3) enhanced communication with the user to favour user engagement and (4) experimental spaces of data reuse.

Further quantitative and qualitative studies should be conducted to improve these portals, assess their adaptation to the behaviour of the user and their influence on the use of library collections.

This article investigates the potential of semantic technologies in bibliographic data portals, proposes a methodological model for their evaluation and advances conclusions about the usability and user experience that these platforms provide, compared to classic catalogues.

This paper aims to present a detailed description of Tukuchiy, a framework to dynamically generate adapted user interfaces. Tukuchiy is based on Runa-Kamachiy, a conceptual integration model that combines human–computer interaction (HCI) standards to create user interfaces with user-centered concepts usually addressed by adaptation.

The first step was the definition of three profiles: user, context and interface. These profiles contain information, such as user disabilities, location characteristics (e.g. illumination) and preferences (e.g. interface color or type of system help). The next step is to define the rules that ensure usability for different users. All of this information is used to create the Tukuchiy framework, which generates dynamic user interfaces, based on the specified rules. The last step is the validation through a prototype called Idukay. This prototype uses Tukuchiy to provide e-learning services. The functionality and usability of the system was evaluated by five experts.

To validate the approach, a prototype of Tukuchiy, called Idukay, was created. Idukay was evaluated by experts in education, computing and HCI, who based their evaluation in the system usability scale (SUS), a standard usability test. According to them, the prototype complies with the usability criteria addressed by Tukuchiy.

This work was tested in an academic environment and was validated by different experts. Further tests in a production environment are required to fully validate the approach.

Tukuchiy generates adapted user interfaces based on user and context profiles. Tukuchiy uses HCI standards to ensure usability of interfaces that dynamically change during execution time. The interfaces generated by Tukuchiy adapt to context, functionality, disabilities (e.g. color blindness) and preferences (usage and presentation) of the user. Tukuchiy enforces specific HCI standards for color utilization, button size and grouping, etc., during execution.

The purpose of the present work was to design a comprehensive weighted features model for the specific evaluation of archival websites, and to apply it in practice to the particular population of Spain's web archives, ranking them in terms of quality based on the features they include.

The design of the weighted features model is based on two parameters: the weight assigned to each feature according to its relevance for information retrieval from archival websites, and the archival website's degree of compliance with that feature.

The results of the practical application of the model to the case of Spanish web archives showed that, contrary to prior expectation, factors which are intrinsic to the geographical region of Spain that the archive belongs to, such as economic level or degree of commitment to specific archival legislation, do not directly influence its website's quality ranking. Instead, the authors conclude that the population of archival websites presents its own particular behaviour.

There has been a general lack of research specific to the analysis of the features of archival websites. The present work represents a certain advance in this regard in its proposal of a comprehensive weighted model of indicators for the specific evaluation of archival websites.

This paper aims to propose a high‐level structure for a global quality evaluation of a website. This structure is based on the characteristics, sub‐characteristics and attributes of three main dimensions (content, service, and technical quality) that will substantiate the development of broad website quality evaluation, comparison and improvement methodologies, according to particular sectors of activity and evaluator's perspective.

Based on the literature and the author's experience a framework is proposed for a global quality evaluation of a website.

Considering the results of some studies, as well as the systematisation of the knowledge available in several bibliographies, website quality can be grouped into three main dimensions: content quality, service quality, and technical quality. There has not yet been an evaluation methodology that focuses on these three main website quality dimensions in a broad and transversal sense.

The paper presents an innovative high‐level structure for a global quality evaluation of a website, based on three dimensions not previously considered together.

Referring to “behavioural finance” and “normative model” theories, this study explores the relative significance of behavioural heuristic biases in the investment decisions of real estate investment trusts (REITs) when compared with the conventional normative decision factors, with an ultimate aim to identify the significant behavioural factors that should be avoided to ensure rational asset acquisitions and market efficiency.

A triangulation approach was adopted. Qualitative multiple case studies were conducted, with four cases selected from Australian and New Zealand REITs across the industry, to identify what normative and behavioural finance factors are involved in investment decisions. This formed the basis for the subsequent expert review survey to explore how significant the behavioural factors were manifested in the judgement when compared with the normative factors.

Three out of four theoretical behavioural factors manifested themselves in the investment decisions: investor sentiment, anchoring factors and overconfidence. The overall impact of these three behavioural factors was that they were as significant as normative factors in investment decisions. The heuristic availability of information was found to have no significant effect on experienced REIT fund managers.

The findings were based on four multiple cases and an expert review survey of six frontline fund managers, which form a baseline upon which further research can be conducted to widen the scope of research to cover all REITs in Australasia so that the results can become more robust to benefit the entire market in the region.

As behavioural factors are significant in the decision-making process, REIT fund managers should raise awareness to avoid the significant behavioural factors identified, in particular investor sentiment, which was found to be the most significant one.

This study confirms the relative significance of behavioural factors in property investment decisions within the context of Australasian REITs and alerts fund managers to the ways they should follow to ensure rational investments and market efficiency. It also extends the scale of existing studies to cover not only Australia but also New Zealand for the benefit of the entire Australasian market.