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Resilience communication is a fundamental tool for destinations to improve their image and recover after a crisis. Social media are also important tools for tourism communication and for creating tourist experiences and destination image. Therefore, social media are key tools for crisis communication. Based on a series of hypotheses, this paper proposes a conceptual model of crisis communication management that responds to the need to establish a set of premises related to resilience communication in the tourism sector. The empirical analytical study consisted of the quantitative analysis of the results of a survey questionnaire applied to test the hypotheses based on the formulation of a structural equation model. The results demonstrate the importance of social media communication in Perceived Health Risk (PHR) and its effect on perceived impressions, destination image, and related behavioral responses (Destination Recommendation, DR, and Visit Intention, VI). The four hypotheses in the research model have been confirmed, as the effects are statistically significant in a sample of posts analyzed, and the selected items explain every one of the factors. Specifically, the analysis shows that PHR negatively affects Destination Image (DI) and, in a stronger way, Post Impression (PI). Secondly, PI and DI influence one another and covary to some extent. Moreover, the overall DI, which has been affected by PHR, in turn affects DR and VI, demonstrating that PHR in communication ultimately influences DR and VI negatively too. Finally, is also verified both DR and VI are related and covary as intrinsic behavioral aspects related to DI. Resilience communication is a basic tool for destinations to improve their image and recover after a crisis and this research contributes to the literature on the subject by analyzing the impact of this communication on tourists, and specifically on destination image. [ABSTRACT FROM AUTHOR]

Destinations increasingly use chatbots in the management and communication with tourists. This study analyzes the mediating effect of chatbot usage satisfaction on forming the destination's image. As a case study, we use the Chabot "Victoria la Malagueña," Spain. Confirmatory factor analysis and structural equations were necessary to identify the relationships between the constructs. The results show that informativeness and empathy are the main attributes that influence user satisfaction and mediate forming a destination image. The study has managerial implications and provides destination management organizations with practical information for creating chatbots. [ABSTRACT FROM AUTHOR]

AI-based chatbots are an emerging technology disrupting the tourism industry. Although chatbots have received increasing attention, there is little evidence of their impact on tourists' decisions to visit a destination. This study evaluates the key attributes of chatbots and their effects on user satisfaction and visit intention. We use structural equation modeling with covariance procedures to test the proposed model and its hypotheses. The results showed that informativeness, empathy, and interactivity are critical attributes for satisfaction, which drive tourists' intention to visit a destination. [ABSTRACT FROM AUTHOR]

Chatbots are an emerging technology that is disrupting the tourism industry. Despite their implementation in companies and at destinations, there is little research that evaluates chatbots' smart tourism technologies (STTs) attributes and their influence on tourist satisfaction. This study seeks to examine the relationship between informativeness, empathy, accessibility, interactivity and chatbot user satisfaction. The research was based on an experiment and a survey conducted on a sample of 468 potential tourists who used a chatbot during their trip. Statistical tools such as exploratory factor analysis and the hierarchical regression method were used in the data analysis. The results suggest that informativeness, empathy and interactivity of destination chatbots are the attributes that influence and predict tourist satisfaction while accessibility does not. The main contribution of this study is the analysis of the attributes of STTs applied to destination chatbots, which also provides valuable information for both tourism chatbot developers and smart destination managers who wish to adopt this technology. The communication with a chatbot resembles the dialogues they have with human agents. Informativeness is a predictor factor in users' satisfaction with chatbot The empathic ability of the chatbot is a factor that predicts user satisfaction A high level of interactivity in a human-chabot interaction predicts user satisfaction [ABSTRACT FROM AUTHOR]

The crisis caused by the Covid-19 pandemic and government measures taken as a result have had a direct effect on the tourism industry. This research aims to find out how the National Tourist Offices (NTOs) of various countries in Asia (South Korea and India) and in Europe (Germany and Spain) managed their crisis communication in the face of Covid-19. The study was conducted by analysing the content of messages posted on NTOs' Twitter accounts from the onset or detection of the first patient until one month after the World Health Organization's official declaration of a pandemic. The results do not allow establishing communication management models according to geographic areas or the decisions taken by governments. However, the data do reveal that the Asian NTOs analysed reacted more quickly and were more active in their communication at the onset of the crisis compared to those in Europe. They also show that tweets alluding to Covid-19 generated most reactions among users, despite not being the ones most published by the NTOs. This study contributes to countries' management of tourism-related communication in the face of pandemic crises as it provides knowledge on the use of Twitter in communications by various NTOs, which may serve as a reference for the proper digital communication of crises in such situations so that countries' image as destinations is not damaged. [ABSTRACT FROM AUTHOR]