Skip to main content
Top

2024 | OriginalPaper | Chapter

6. Contactless Tourism in the Post-COVID-19 Era: How Ready Are Greek Tourists?

Authors : Nikolaos Trihas, Georgios Zozonakis, Markos Kourgiantakis

Published in: Sustainable Approaches and Business Challenges in Times of Crisis

Publisher: Springer Nature Switzerland

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

A modern trend in travel and tourism industry that arose from the development of technology and was accelerated by the COVID-19 pandemic is the so-called contactless or touchless tourism. The purpose of this paper is to investigate the extent to which Greeks use contactless technologies during their travels but also their willingness and readiness to make trips in the future that will be completely contactless. In order to meet this purpose, a survey was conducted via a structured self-completed questionnaire in a sample of 500 people in Greece. The study’s results revealed that while the majority of participants consider themselves to be quite tech savvy, they are not fully aware of the use of contactless technology in travel and tourism. However, most of them claim that they have made use of contactless technologies in the different phases of their trips, that is, before the trip (e.g., issuing and paying for tickets, hotel reservations, etc.), while traveling (e.g., contactless payments and check-in at the airport, means of transport, etc.), but also at the destination (e.g., hotel check-in, issuing tickets to shows and attractions, contactless payments, etc.). Greeks’ personal attitude toward contactless technology is positive, as they recognize specific advantages for its use: it is safe, reliable, and simple to use, suits their needs, improves the quality of services provided by businesses, offers personalized services, makes service faster by reducing waiting lines, and ensures greater privacy for customers. However, various concerns are expressed about a number of issues associated with contactless technologies. In any case, most participants agree that the use of contactless technology in travel and tourism is a one-way street due to rapid technological development and is accelerating due to the pandemic and the resulting need to limit human contact.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Literature
go back to reference Addo, E., & Yagci, K. (2014). Automation, tourism. In J. Jafari & H. Xiao (Eds.), Encyclopedia of tourism. Springer. Addo, E., & Yagci, K. (2014). Automation, tourism. In J. Jafari & H. Xiao (Eds.), Encyclopedia of tourism. Springer.
go back to reference Chuah, S. H. W., Aw, E. C. X., & Cheng, C. F. (2022). A silver lining in the COVID-19 cloud: Examining customers’ value perceptions, willingness to use and pay more for robotic restaurants. Journal of Hospitality Marketing & Management, 31(1), 49–76.CrossRef Chuah, S. H. W., Aw, E. C. X., & Cheng, C. F. (2022). A silver lining in the COVID-19 cloud: Examining customers’ value perceptions, willingness to use and pay more for robotic restaurants. Journal of Hospitality Marketing & Management, 31(1), 49–76.CrossRef
go back to reference Constantoglou, M., & Trihas, N. (2020). The influence of social media on the travel behavior of Greek Millennials (Gen Y). Journal of Tourism and Hospitality Management, 8(2), 10–18.CrossRef Constantoglou, M., & Trihas, N. (2020). The influence of social media on the travel behavior of Greek Millennials (Gen Y). Journal of Tourism and Hospitality Management, 8(2), 10–18.CrossRef
go back to reference Dragović, N., Stankov, U., & Vasiljević, D. (2018). Contactless technology as a factor of tourism industry development – A review of current practices and future directions. Economic Themes, 56(2), 179–202.CrossRef Dragović, N., Stankov, U., & Vasiljević, D. (2018). Contactless technology as a factor of tourism industry development – A review of current practices and future directions. Economic Themes, 56(2), 179–202.CrossRef
go back to reference Gudkov, A. (2021). Does the tourism industry help to fight COVID-19? Journal of Policy Research in Tourism, Leisure and Events. In Press. Gudkov, A. (2021). Does the tourism industry help to fight COVID-19? Journal of Policy Research in Tourism, Leisure and Events. In Press.
go back to reference Gudkov, A., & Alieva, D. (2021). Contactless habits in the all-new tourism due to COVID-19: A rapid assessment of the views of Russians and Uzbeks. Journal of Tourismology, 7(1), 141–147.CrossRef Gudkov, A., & Alieva, D. (2021). Contactless habits in the all-new tourism due to COVID-19: A rapid assessment of the views of Russians and Uzbeks. Journal of Tourismology, 7(1), 141–147.CrossRef
go back to reference Gurkaynak, G., Yilmaz, I., & Haksever, G. (2016). Stifling artificial intelligence: Human perils. Computer Law & Security Review, 32(5), 749–758.CrossRef Gurkaynak, G., Yilmaz, I., & Haksever, G. (2016). Stifling artificial intelligence: Human perils. Computer Law & Security Review, 32(5), 749–758.CrossRef
go back to reference Hao, F. (2021). Acceptance of contactless technology in the hospitality industry: Extending the unified theory of acceptance and use of technology 2. Asia Pacific Journal of Tourism Research, 26(12), 1386–1401.CrossRef Hao, F. (2021). Acceptance of contactless technology in the hospitality industry: Extending the unified theory of acceptance and use of technology 2. Asia Pacific Journal of Tourism Research, 26(12), 1386–1401.CrossRef
go back to reference Hao, F., & Chon, K. K.-S. (2022). Contactless service in hospitality: Bridging customer equity, experience, delight, satisfaction, and trust. International Journal of Contemporary Hospitality Management, 34(1), 113–134.CrossRef Hao, F., & Chon, K. K.-S. (2022). Contactless service in hospitality: Bridging customer equity, experience, delight, satisfaction, and trust. International Journal of Contemporary Hospitality Management, 34(1), 113–134.CrossRef
go back to reference Hao, F., Qiu, R. T. R., Park, J., & Chon, K. (2022). The myth of contactless hospitality service: Customers’ willingness to pay. Journal of Hospitality & Tourism Research. In Press. Hao, F., Qiu, R. T. R., Park, J., & Chon, K. (2022). The myth of contactless hospitality service: Customers’ willingness to pay. Journal of Hospitality & Tourism Research. In Press.
go back to reference Kaushik, A. K., Agrawal, A. K., & Rahman, Z. (2015). Tourist behaviour towards self-service hotel technology adoption: Trust and subjective norm as key antecedents. Tourism Management Perspectives, 16, 278–289.CrossRef Kaushik, A. K., Agrawal, A. K., & Rahman, Z. (2015). Tourist behaviour towards self-service hotel technology adoption: Trust and subjective norm as key antecedents. Tourism Management Perspectives, 16, 278–289.CrossRef
go back to reference Kim, J.-H., & Park, J.-W. (2019). The effect of airport self-service characteristics on passengers’ technology acceptance and behavioral intention. Journal of Distribution Science, 17(5), 29–37.CrossRef Kim, J.-H., & Park, J.-W. (2019). The effect of airport self-service characteristics on passengers’ technology acceptance and behavioral intention. Journal of Distribution Science, 17(5), 29–37.CrossRef
go back to reference Kim, M., & Qu, H. (2014). Travelers’ behavioral intention toward hotel self-service kiosks usage. International Journal of Contemporary Hospitality Management, 26(2), 225–245.CrossRef Kim, M., & Qu, H. (2014). Travelers’ behavioral intention toward hotel self-service kiosks usage. International Journal of Contemporary Hospitality Management, 26(2), 225–245.CrossRef
go back to reference Li, J. J., Bonn, M. A., & Ye, B. H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172–181.CrossRef Li, J. J., Bonn, M. A., & Ye, B. H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172–181.CrossRef
go back to reference Li, M., Yin, D., Qiu, H., & Bai, B. (2022). Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID-19 pandemic. Journal of Hospitality Marketing & Management, 31(1), 24–48.CrossRef Li, M., Yin, D., Qiu, H., & Bai, B. (2022). Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID-19 pandemic. Journal of Hospitality Marketing & Management, 31(1), 24–48.CrossRef
go back to reference Moon, H. G., Lho, H. L., & Han, H. (2021). Self-check-in kiosk quality and airline non-contact service maximization: How to win air traveler satisfaction and loyalty in the post-pandemic world? Journal of Travel & Tourism Marketing, 38(4), 383–398.CrossRef Moon, H. G., Lho, H. L., & Han, H. (2021). Self-check-in kiosk quality and airline non-contact service maximization: How to win air traveler satisfaction and loyalty in the post-pandemic world? Journal of Travel & Tourism Marketing, 38(4), 383–398.CrossRef
go back to reference Mukherjee, S., Baral, M. M., Venkataiah, C., Pal, S. K., & Nagariya, R. (2021). Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels. Decision, 48(4), 445–460.CrossRef Mukherjee, S., Baral, M. M., Venkataiah, C., Pal, S. K., & Nagariya, R. (2021). Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels. Decision, 48(4), 445–460.CrossRef
go back to reference Muktamarisa, S. & Afiff, A. Z. (2022). Customers’ acceptance intention of self-service technology in casual dining restaurant: Expanding UTAUT with perceived risk and perceived vulnerability. Proceeding of the 6th international conference on family business and entrepreneurship, pp. 392–401. Muktamarisa, S. & Afiff, A. Z. (2022). Customers’ acceptance intention of self-service technology in casual dining restaurant: Expanding UTAUT with perceived risk and perceived vulnerability. Proceeding of the 6th international conference on family business and entrepreneurship, pp. 392–401.
go back to reference Noor, F. A., Hamadi, M. M., Setyawati, A., & Nashrullah, N. (2020). Customers’ perception of biometric security and time efficiency in one id implementation in the aviation world. Advances in Transportation and Logistics Research, 3, 15–21. Noor, F. A., Hamadi, M. M., Setyawati, A., & Nashrullah, N. (2020). Customers’ perception of biometric security and time efficiency in one id implementation in the aviation world. Advances in Transportation and Logistics Research, 3, 15–21.
go back to reference Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81, 102888.CrossRef Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81, 102888.CrossRef
go back to reference Okazaki, S., & Hirose, M. (2009). Does gender affect media choice in travel information search? On the use of mobile Internet. Tourism Management, 30(6), 794–804.CrossRef Okazaki, S., & Hirose, M. (2009). Does gender affect media choice in travel information search? On the use of mobile Internet. Tourism Management, 30(6), 794–804.CrossRef
go back to reference Pizam, A., Uriely, N., & Reichel, A. (2000). The intensity of tourist–host social relationship and its effects on satisfaction and change of attitudes: The case of working tourists in Israel. Tourism management, 21(4), 395–406.CrossRef Pizam, A., Uriely, N., & Reichel, A. (2000). The intensity of tourist–host social relationship and its effects on satisfaction and change of attitudes: The case of working tourists in Israel. Tourism management, 21(4), 395–406.CrossRef
go back to reference Rahimizhian, S., & Irani, F. (2021). Contactless hospitality in a post-Covid-19 world. International Hospitality Review, 35(2), 293–304.CrossRef Rahimizhian, S., & Irani, F. (2021). Contactless hospitality in a post-Covid-19 world. International Hospitality Review, 35(2), 293–304.CrossRef
go back to reference Saanchi, & Kumar, S. (2021). Contactless hospitality: A work study on the behavior of hotel or restaurant staff towards their guests during the pandemic. In V. S. Rana, G. Bathla, & C. A. Raina (Eds.), Hospitality and tourism industry amid COVID-19 pandemic (pp. 376–386). Eureka Publications. Saanchi, & Kumar, S. (2021). Contactless hospitality: A work study on the behavior of hotel or restaurant staff towards their guests during the pandemic. In V. S. Rana, G. Bathla, & C. A. Raina (Eds.), Hospitality and tourism industry amid COVID-19 pandemic (pp. 376–386). Eureka Publications.
go back to reference Saunders, M., Lewis, P., & Thornhill, A. (2016). Research methods for business students (7th ed.). Pearson Education Limited. Saunders, M., Lewis, P., & Thornhill, A. (2016). Research methods for business students (7th ed.). Pearson Education Limited.
go back to reference Serrano, F., & Kazda, A. (2020). The future of airports post COVID-19. Journal of Air Transport Management, 89, 101900.CrossRef Serrano, F., & Kazda, A. (2020). The future of airports post COVID-19. Journal of Air Transport Management, 89, 101900.CrossRef
go back to reference Seyitoğlu, F., & Ivanov, S. (2021). Service robots as a tool for physical distancing in tourism. Current Issues in Tourism, 24(12), 1631–1634.CrossRef Seyitoğlu, F., & Ivanov, S. (2021). Service robots as a tool for physical distancing in tourism. Current Issues in Tourism, 24(12), 1631–1634.CrossRef
go back to reference Trihas, N., Vassakis, K., Kopanakis, I., Nikoloudakis, Y., Kefaloukos, I., Pallis, E., & Markakis, E. (2023). The impact of COVID-19 on travel behavior and holiday intentions. Evidence from Greece. In B. Sharp, R. Finkel, & K. Dashper (Eds.), Transforming leisure in the pandemic: Re-imagining interaction and activity during crisis (pp. 42–56). Routledge. Trihas, N., Vassakis, K., Kopanakis, I., Nikoloudakis, Y., Kefaloukos, I., Pallis, E., & Markakis, E. (2023). The impact of COVID-19 on travel behavior and holiday intentions. Evidence from Greece. In B. Sharp, R. Finkel, & K. Dashper (Eds.), Transforming leisure in the pandemic: Re-imagining interaction and activity during crisis (pp. 42–56). Routledge.
go back to reference Trip, D., & Badulescu, D. (2022). Touchless tourism: How new tourism will look like. In S. L. Fotea, I. S. Fotea, & S. Vaduva (Eds.), Navigating through the crisis – A special issue on the Covid-19 crises (pp. 85–100). Springer.CrossRef Trip, D., & Badulescu, D. (2022). Touchless tourism: How new tourism will look like. In S. L. Fotea, I. S. Fotea, & S. Vaduva (Eds.), Navigating through the crisis – A special issue on the Covid-19 crises (pp. 85–100). Springer.CrossRef
go back to reference Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism. Annals of Tourism Research, 81, 102883.CrossRef Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism. Annals of Tourism Research, 81, 102883.CrossRef
go back to reference Van, N. T. T., Vrana, V., Duy, N. T., Minh, D. X. H., Dzung, P. T., Mondal, S. R., & Das, S. (2020). The role of human-machine interactive devices for post-COVID-19 innovative sustainable tourism in Ho Chi Minh City, Vietnam. Sustainability, 12(22), 9523.CrossRef Van, N. T. T., Vrana, V., Duy, N. T., Minh, D. X. H., Dzung, P. T., Mondal, S. R., & Das, S. (2020). The role of human-machine interactive devices for post-COVID-19 innovative sustainable tourism in Ho Chi Minh City, Vietnam. Sustainability, 12(22), 9523.CrossRef
go back to reference Yasami, M., Radiul, M. K., Promsivapallop, P., & Zhu, H. (2022). The COVID-19 crisis and factors driving international tourists’ preferences for contactless dining services. International Journal of Contemporary Hospitality Management, 34(11), 4029–4051.CrossRef Yasami, M., Radiul, M. K., Promsivapallop, P., & Zhu, H. (2022). The COVID-19 crisis and factors driving international tourists’ preferences for contactless dining services. International Journal of Contemporary Hospitality Management, 34(11), 4029–4051.CrossRef
Metadata
Title
Contactless Tourism in the Post-COVID-19 Era: How Ready Are Greek Tourists?
Authors
Nikolaos Trihas
Georgios Zozonakis
Markos Kourgiantakis
Copyright Year
2024
DOI
https://doi.org/10.1007/978-3-031-48288-5_6

Premium Partner