Dive in the flow experience: millennials’ tech-savvy, satisfaction and loyalty in the smart museum

Zhang, Rongteng (Renata); Rahman, Azmawani Abd

doi:10.1080/13683500.2022.2070459

Cited by 12 publications

(7 citation statements)

References 91 publications

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“…Moreover, from 20 to 30 March 2021 (11 days), online surveys were mainly forwarded to potential participants via the So Jump (www.sojump.com) platform. It is one of the most common ways to distribute professional questionnaires online in China (Hwang and Kim, 2021; Zhang and Abd Rahman, 2022). To ensure the respondents’ eligibility, the participants were asked whether they had a user account on any OTAs and had interacted with a chatbot in the past two weeks.…”

Section: Methodsmentioning

confidence: 99%

Investigating customers’ responses to artificial intelligence chatbots in online travel agencies: the moderating role of product familiarity

Zhu

Zhang

Zou

et al. 2023

JHTT

Self Cite

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Purpose This paper aims to examine how consumers’ perceptions of artificial intelligence (AI) chatbots influence individuals’ cognitive and emotional states and their subsequent behavioural intentions vis-à-vis online travel agencies (OTAs). Design/methodology/approach The survey sample comprised 566 customers who had experienced the use of travel AI chatbots in China using a combination of online and offline questionnaires. Partial least squares structural equation modelling was used to test the hypotheses. Findings The results revealed that interaction and information quality, as AI chatbot stimuli, significantly increase potential tourists’ trust and purchase intention. Perceived usefulness plays a mediating role in the relationship among interactivity, information quality, customer trust and purchase intention. Furthermore, the findings indicated that customers with high product familiarity exhibited greater trust in products demonstrating a high level of perceived usefulness. Originality/value By integrating cognitive consistency theory, this study theoretically validates the applicability of the stimulus–organism–response framework on AI chatbots and provides academics with useful insights regarding the influence mechanisms of human–computer interaction and information quality on customer response within OTA settings.

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Section: Methodsmentioning

confidence: 99%

Investigating customers’ responses to artificial intelligence chatbots in online travel agencies: the moderating role of product familiarity

Zhu

Zhang

Zou

et al. 2023

JHTT

Self Cite

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“…Emerging perspectives, such as Mindfulness Theory and Flow Theory offer substantial opportunities to explore whether technology contributes to deep engagement of museum visitors in experiences (Hughes and Moscardo 2017 ; Zhang and Abd Rahman 2022 ). Mindfulness Theory and Flow Theory explain the psychological aspects of tourist experiences, which capture attention and elicit emotion, which in turn could be leveraged to target the behavioural intentions of museum visitors (Frauman and Norman 2004 ).…”

Section: Discussionmentioning

confidence: 99%

“…Mindfulness Theory and Flow Theory explain the psychological aspects of tourist experiences, which capture attention and elicit emotion, which in turn could be leveraged to target the behavioural intentions of museum visitors (Frauman and Norman 2004 ). There are two studies in the dataset that employed Mindfulness Theory and Flow Theory, of which mindful tourists and visitors who experienced flow have an in-depth understanding of and seamless interaction with the environment in the smart museum (Hughes and Moscardo 2017 ; Zhang and Abd Rahman 2022 ). Subsequently, Mindfulness Theory and Flow Theory can be utilised to improve theoretical engagement in future studies on TMVEs.…”

Section: Discussionmentioning

confidence: 99%

Technology and museum visitor experiences: a four stage model of evolution

Moyle

Reid

et al. 2023

Inf Technol Tourism

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Research on technology and museum visitor experiences has experienced exponential growth. Despite this, limited studies explicitly examine existing progress in research on the intersection between technology and museum visitor experiences. Specifically, there is limited understanding of how topics studied, and the concepts, theories, models, and frameworks embedded within have evolved in congruence with the forms and types of technology integrated into museum research across time. Consequently, this paper applied a systematic quantitative approach to assess trends in research on technology and museum visitor experiences by critically examining 122 studies. Findings revealed a clear shift of the concepts studied, with early literature focused on basic concepts such as learning and interaction with technology. As the body of knowledge matured, other concepts such as intention and behaviour emerged in discourse, with contemporary literature exploring satisfaction, enjoyment, and virtual presence. Despite this, limited consistency in theories, models, and frameworks applied across time, which reflected a stagnation in stimulating critical discussions in the existing discourse. Furthermore, the forms and types of technology used in studies on museum visitor experiences have shifted from basic computer displays, through to innovative smart technology. This research provides the first attempt to holistically classify and synthesise the evolution of research on technology designed to enhance museum visitor experiences. Five types of technology in the museum sector and a Four Stage Model of Evolution consisting of (I) ICT Incubation; (II) Smart Technology Adoption; (III) ICT Transformation; and (IV) Futuristic Innovation were proposed, which demarcates the evolution of the body of knowledge.

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“…Chang et al's (2014) research found that in art museums, compared with audio and non-guided participants, AR-guided tours effectively improved the learning efficiency of visitors, promoted their flow experience, and extended the time visitors focused on the paintings. R. Zhang and Abd Rahman (2022) found that smart museums' information quality and system quality significantly affected visitor satisfaction and loyalty through the mediating role of flow experience. Through this literature review, it is not difficult to find that flow experience is often used as a mediating variable to explain visitors' behaviors in tourism and museums.…”

Section: Mediating Effect Of Flow Experiencementioning

confidence: 99%

“…Kim & Hall, 2019). Besides, R. Zhang and Abd Rahman (2022) argued that visitors would be satisfied and loyal to the service providers through flow which produces cognition bonds between visitors and the service providers and strengthen recreation enjoyments. The experience of tourists is an aspect that museums cannot ignore when developing the product.…”

Section: Practical Implicationsmentioning

confidence: 99%

Effect of Display Methods on Intentions to Use Virtual Reality in Museum Tourism

Wang

Sun

Zhang

et al. 2023

Journal of Travel Research

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The application of virtual reality (VR) promises unique visitor experiences in museum tourism; however, the underlying characteristics of the experiences still need to be well-researched. This research used world-famous paintings (Vincent van Gogh’ s The Starry Night and Claude Monet’s Water Lilies) as examples, combining flow theory and Stimulus-Organism-Response framework and using the experimental research method. The findings were: (1) the display methods of museum exhibits affected visitors' flow experience and intention to use VR; (2) flow experience had a significant mediating effect in the main effect, and (3) the familiarity with VR had a moderating effect on flow experience’s mediating effect. The findings enriched the research literature on VR usage and display methods in museums, providing a theoretical reference and strategic suggestions for enterprises developing museum exhibits and applying VR technology.

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Dive in the flow experience: millennials’ tech-savvy, satisfaction and loyalty in the smart museum

Cited by 12 publications

References 91 publications

Investigating customers’ responses to artificial intelligence chatbots in online travel agencies: the moderating role of product familiarity

Investigating customers’ responses to artificial intelligence chatbots in online travel agencies: the moderating role of product familiarity

Technology and museum visitor experiences: a four stage model of evolution

Effect of Display Methods on Intentions to Use Virtual Reality in Museum Tourism

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