Jano Jiménez Barreto

Oxford Brookes University

Tourists' intensive use of information and communication technologies when planning travel has forced destination marketing organizations to design online simulacra of destinations in multiple formats. We focus our study on official online destination platforms to analyze preliminary experiences with destination brands and the online perception of...

Purpose-Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots. Design/methodology/approach-This paper uses a multimethod approach to examine the interaction between individuals and airlines' chatbots....

As service brands need to find new methods to overcome consumers' distrust of physical spaces in the post-COVID-19 era, we explore how niche and mass service brands can recover their experiential value through perceptions of coolness. In three studies, we evaluate service brand coolness and its consequences for communal brand connection and loyalty...

The emergence of the Internet of Things (IoT) has the potential to reframe interactions among tourists, destinations, and service providers in multiple ways. Yet, there is scant empirical evidence on how individuals develop their relationships with IoT devices and how this technology can serve tourists in planning and deciding on particular destina...

In service settings, chatbots frequently are associated with substandard care, depersonalization, and linguistic misunderstandings. Drawing on assemblage theory (i.e., the examination of how heterogeneous parts, through their ongoing interaction, create an emergent whole with new capacities that the parts themselves do not have), the authors invest...

Although past research on natural disasters has investigated tourists’ perceptions and behaviours, few studies have explored residents’ attitudes, motivations and mindsets in rebuilding a destination after a natural calamity. Building on consumer behaviour research, we examine the role of the fresh start mindset as a psychological mechanism for res...

After hotels in many countries were forced to close in government-imposed lockdowns during the COVID-19 pandemic, there is an inherent need to communicate how they deal with the coronavirus to motivate guests to visit. However, lack of knowledge about how to persuasively communicate about hotels’ cleaning programs for COVID-19 can challenge the ind...

Consumers of luxury brands have been described as seekers of products that can offer a signaling value to present to others but also a value for their self-concepts in an existentialist spirit potentially linked to being “cool or not.” Prior studies have conceptualized brand coolness and evaluated its impact on consumer responses to brands. However...

The present study examines spillover from being at home versus away in terms of activities undertaken during on-site Airbnb experiences. This study also integrates the positive psychology concept of savouring by examining the positive emotions savoured by guests based on broaden-and-build theory as well as the savouring processes used when recallin...

Even though concepts such as brand experience and online brand credibility are critical in destination marketing strategies, there have been no previous studies that have analyzed their relationships and influence on tourists' behavioral intentions. This paper develops a multimethod approach using a projective technique, an online experiment, and a...

In this paper, we explore the components of a negative memorable Airbnb experience. Two studies of North American and British nationals were conducted online using an open-ended survey questionnaire with photo-elicitation via Amazon Mechanical Turk. Grounded theory was used to analyse the collected data.This study identified the three most common c...

The Omnichannel sense of coherence (OSC) is conceptualized as the unified sense that consumers perceive in an encounter with communications and marketing channels of a particular brand. The authors, based on a multidisciplinary focus that includes research on psychology, sociology, and multichannel experience management, propose a measurement scale...

As the use of online platforms to search for information about tourist destinations grows, so does the need for destination marketing organizations (DMOs) to offer positive online destination brand (ODB) experiences. Two studies were conducted online to explore the central elements of a positive ODB experience with four official destination platfor...

Online experiences preceding actual visits to tourist destinations have emerged as a relevant source of travel motivation. This study analyzes the online destination brand experiences resulting from user interactions with official websites on two competing destinations. The results support the expected mediator role for the online destination brand...

This study explores the antecedents of value co-destruction in the context of a new form of accommodation, Airbnb. Data were gathered using semi-structured interviews from people who had stayed in Airbnb accommodations during the previous 12 months. A total of 21 interviews were conducted, of people representing five nationalities. Using the ground...

(Purpose): An official destination website (ODW) is a key component for tourist’s decision-making processes. ODW acts as a direct channel where users may share experiences and opinions about previous or future travels. At the same time, it drives user participation in destination branding activities. In this context, it is crucial to identify how...

Se realiza un estudio exploratorio cualitativo y cuantitativo, desde el punto de vista del marketing experiencial, de la visita a los stands de dos destinos similares en cuanto a su oferta turística principal (las Islas Canarias y las Islas Baleares) en la Feria de Turismo Internacional (FITUR). Los resultados confirman que el marketing experiencia...

Resumen: Se realiza un estudio exploratorio cualitativo y cuantitativo, desde el punto de vista del marketing experiencial, sobre los efectos que producen las representaciones culturales en la visita a los stands de dos destinos similares en cuanto a su oferta turística (Islas Canarias e Islas Baleares), en la Feria de Turismo FITUR (2015). Los res...