Cómo la predisposición a la tecnología determina la fidelidad de los huéspedes en el sector hotelero

Autores/as

DOI:

https://doi.org/10.53596/y990n623

Palabras clave:

Smart Hotels, Service Robots, Artificial Intelligence in Hospitality, Emotional Engagement, Technology Adoption in Tourism.

Resumen

Dado que la adopción de tecnología es crucial para la competitividad hotelera, es vital comprender su impacto en la fidelidad de los huéspedes. Este estudio explora cómo la predisposición tecnológica (innovación e inseguridad) influye en la intención de volver a visitar a través de los roles mediadores del valor percibido emocional, epistémico y  social. Se analizaron datos de 152 huéspedes de hotel mediante el modelo de ecuaciones estructurales de mínimos cuadrados parciales (PLS-SEM). Los resultados muestran que la innovación del huésped impacta positivamente en las tres dimensiones de valor. El valor emocional emerge como el impulsor clave de la intención de volver a visitar, mientras que la predisposición tecnológica no muestra un efecto directo. Teóricamente, este estudio valida un modelo integrado  S-O-R/TRI. Empíricamente, aconseja a los gerentes aprovechar la tecnología para el compromiso  emocional en lugar de solo la novedad. Futuras investigaciones deberían usar muestras más   grandes y explorar moderadores demográficos.

Biografía del autor/a

  • Erica Rolo, Iscte-Instituto Universitário de Lisboa

    Msc In Tourism and Hospitality Management

  • Alvaro Dias, Universidade Lusófona, Iscte-Instituto Universitário de Lisboa

    Álvaro Dias is a professor since 1995, teaching mainly in the areas of Tourim, Marketing, and Entrepreneurship. At the same time, he has also worked as a consultant for entities such as the Ministry of Economy, IAPMEI, AIP, AEP, AERLIS, GNR, ACT, CCP, Turismo de Portugal, and dozens of companies. 

    Holds two PhD.s degrees classified as honored (cum laude), one in Management with a specialty in Marketing (Universidad de Extremadura, Spain), and another in Tourism (Universidad de Sevilla, Spain), MsC in Strategy, MBA and Ba in Management. He also has post-graduate studies in E-business.

  • Leandro Pereira, Iscte-Instituto Universitário de Lisboa

    Leandro F. Pereira is an Associate Professor of Strategy at ISCTE. He is also CEO and Founder of WINNING Consulting, a consultancy firm with more than 300 employees dedicated to management and technology consultancy. Leandro Pereira has a PhD in Management with a specialisation in Project Management from the University of Salamanca and a degree in Management Informatics from the University of Minho. He has more than 200 indexed scientific publications and more than 10 published books. In 2017, Leandro Pereira received the Best CEO of the Year award from Best Team Leaders and Revista Pessoal, as well as the best student award from the University of Minho in the academic field. Leandro Pereira is the Director of the Executive Master's Degree in Programme and Project Management and the Postgraduate Diploma in Agile Project and Business Management at ISCTE Executive Education. Throughout his career he has supervised dozens of PhD students and several hundred Masters students. He was also founding president of PMI Portugal and the Business Case Institute. Leandro Pereira is an international expert in the areas of Strategy, Project Management, Problem Solving and Benefits Realisation Management.

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2026-06-26

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Derechos de autor 2026 Erica Rolo, Alvaro Dias, Leandro Pereira

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Cómo la predisposición a la tecnología determina la fidelidad de los huéspedes en el sector hotelero. (2026). Journal of Tourism Analysis Revista De Análisis Turístico (JTA). https://doi.org/10.53596/y990n623