Computers in Human Behavior 127 (2022) 107049

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Computers in Human Behavior

journal homepage: www.elsevier.com/locate/comphumbeh

Cultural intelligence as an antecedent of satisfaction with the travel app

and with the tourism experience
Ángel L. Coves-Martínez *, Carmen M. Sabiote-Ortiz, Dolores M. Frías-Jamilena
University of Granada, Spain

A R T I C L E I N F O A B S T R A C T

Keywords: Smartphones and apps exert a decisive influence on the tourism industry. However, cultural differences can be a
CQ barrier to technology-transfer and they influence all aspects of individuals’ behavior. In this regard, cultural
Cultural intelligence intelligence (CQ) enables individuals to deal more effectively with these differences, and those with a high CQ
Travel app
are more adaptable and able to cope in cultural environments other than their own. The aim of the present study
App satisfaction
is to propose and validate a model in which CQ is an antecedent of satisfaction with the travel app and with the
tourism experience. Based on a sample of 243 Spanish tourists who used a travel app on their trip, the study finds
that a tourist’s CQ influences their satisfaction both with the app and with the tourism experience. It further
demonstrates the influence of satisfaction with the travel app on satisfaction with the tourism experience. This
research holds a series of implications of significant interest both for scholars and professionals in the tourism
industry.

1. Introduction Worldpackers); to book leisure, activities, and restaurants (Tripadvisor,

Civitatis); as destination guides (Lonely Planet, National Geographic);
The development of information and communication technologies and for other purposes such as translation (Duolingo, Google Translate)
(ICTs) has transformed the tourism industry, and tourism experiences, or maps and geolocation (Google Maps, Foursquare, Here). Authors
worldwide (Tussyadiah, 2016). The use of smartphones, and apps in including Wang, Xiang & Fesenmaier (2016) argue that, as a result of the
particular, now impacts on daily life and also has a significant influence widespread use of tourist apps, travel has become more extensive and
on the tourism industry due to the profound effect of these technologies tourism activities are now more flexible and also simpler. Moreover,
on individual behavior (Gupta, Dogra & George, 2018; Wang, Xiang & travel apps have reduced the stress involved in planning and consuming
Fesenmaier, 2014). According to Hannam, Butler & Paris (2014), the use tourism and have increased feelings of safety and confidence among
of smartphones and apps in the context of travel has given rise to radical travelers. All of these developments have contributed to enhancing the
changes in how tourism is understood and experienced, but also presents value of travel as they enable consumers to plan, change, and share
a challenge, as they influence tourist satisfaction and have transformed activities with others during the trip. Increasingly, travelers are looking
almost all aspects of tourist behavior (Neuhofer, Buhalis & Ladkin, 2014; for authentic situations that connect them with the place they are
Wang, 2019; Wang & Fesenmaier, 2013). According to Wang, Park & visiting and help them immerse themselves in the local culture. They
Fesenmaier (2012), smartphones and apps can help tourists before, also look for opportunities to interact with local people and to distance
during, and after their trip. Lamsfus, Wang, Alzua-Sorzabal & Xiang themselves from the typical clichés that characterize overly touristic
(2015) contend that smartphones enable consumers to constantly adjust places, restaurants, or situations (Kim, Lee & Preis, 2020; Tussyadiah &
their tourism activities, moment-by-moment, and help tourists coordi­ Pesonen, 2016). Therefore, the tourist of today seeks more experiences,
nate those activities. Therefore, apps now form an integral part of the surprises and memorable moments, and smartphones and apps help to
customer experience, with tourists using them: as online travel agencies achieve just that. User satisfaction with apps is increasing as a conse­
(eDreams, Ryanair, Kayak, Hopper, TripIt, Tripwolf, ViajerosPiratas, quence. However, despite the change brought about in the tourism in­
Trip, or minube); to search and book transport (Uber, Iberia, Lufthansa, dustry due to the extensive use of travel apps, and despite their high
Wallet Passes); to book accommodation (Booking, Airbnb, Hostelworld, degree of relevance for this industry, few academic studies have been

* Corresponding author. University of Granada, Facultad de Ciencias Económicas y Empresariales, Campus Cartuja, s/n, 18071 Granada, Spain.
E-mail addresses: alcm0004@correo.ugr.es (Á.L. Coves-Martínez), csabiote@ugr.es (C.M. Sabiote-Ortiz), dfrias@ugr.es (D.M. Frías-Jamilena).

https://doi.org/10.1016/j.chb.2021.107049
Received 11 July 2021; Received in revised form 23 September 2021; Accepted 6 October 2021
Available online 7 October 2021
0747-5632/© 2021 The Authors. Published by Elsevier Ltd. This is an open access article under the CC BY-NC-ND license
(http://creativecommons.org/licenses/by-nc-nd/4.0/).
Á.L. Coves-Martínez et al. Computers in Human Behavior 127 (2022) 107049

conducted to better understand this relationship (Gupta et al., 2018; experience denotes the importance of considering CQ in the manage­
Law, Chan & Wang, 2018). ment of tourist destinations. Becoming a determining factor to be taken
Given that apps are a technology, their adoption and use are affected into account by tourism service providers.
by the culture of origin of users (Hoehle, Zhang & Venkatesh, 2015;
Jung, Lee, Chung & tom Dieck, 2018; Lee, Chung & Jung, 2015; Tam & 2. Literature review
Oliveira, 2019). For example, cultural differences can constitute a bar­
rier to technology-transfer (Lee, Trimi & Kim, 2013) and to the process 2.1. Cultural intelligence
of acceptance of information technology (IT) (Erumban & De Jong,
2006; Khan & Cox, 2017). As a society’s culture influences all aspects of In the early 2000s, Earley & Ang (2003) highlighted the importance
the behavior of the individuals that comprise it (De Mooij & Hofstede, of the concept of cultural intelligence (measured as Cultural Quotient or
2011), people who grow up in different countries with different cultural CQ). These authors defined CQ as the ability to adapt to
norms develop different ways of behaving and thinking (Hofstede, culturally-different environments and contexts and to be able to function
Hofstede & Minkov, 2010). Understanding why some individuals adapt effectively in various cultural settings (Ang & Van Dyne, 2015; Earley &
more effectively to culturally-different contexts has become a primary Ang, 2003; Thomas & Inkson, 2017; Van Dyne et al., 2012). CQ is a
objective with important implications for international relations, the multidimensional construct comprising four factors: metacognitive,
international economy, education, selection of personnel and the pre­ cognitive, motivational and behavioral. Each of these factors relates to a
vention of social conflict (Leung, Ang & Tan, 2014; Ott & Michailova, specific capacity that helps individuals to handle intercultural situa­
2018). Against this backdrop, cultural intelligence (CQ) has been iden­ tions. The first of the four factors, metacognitive CQ, refers to the level of
tified as a skill that enables individuals to effectively manage the dif­ cultural awareness an individual possesses during a cross-cultural
ferences between cultures, meaning that those who possess a high CQ interaction (Earley & Ang, 2003). Individuals with a high meta­
are more adaptable and more able to cope well in cultural environments cognitive factor consciously question their own cultural assumptions
other than their own (Ang & Van Dyne, 2015). However, despite the that are reflected during interactions and adjust their own knowledge to
acknowledged importance of CQ (Sharma & Hussain, 2017), there are that of other cultures. This facilitates the development of new heuristic
no studies, to date, that have linked it to technology, with the exception and social interaction norms in unfamiliar cultural environments by
of the study by Coves-Martínez, Sabiote-Ortiz & Rey-Pino (2018) that promoting the processing of information at a deeper level (Earley & Ang,
links CQ to Internet use. As a person’s CQ acts as a source of motivation 2003). The second factor, cognitive CQ, refers to an individual’s
and proactivity to interact effectively with other cultures (Ang & Van knowledge of cultural norms, values, belief, practices, customs and ta­
Dyne, 2015) and acquire greater knowledge and understanding of the boos in different cultural settings, which they have acquired from
environment and context of the place they are visiting, educational and personal experiences (Ang et al., 2007; Ang & Van
culturally-intelligent individuals will actively seek more intercultural Dyne, 2015). Individuals with a high cognitive factor are more readily
experiences (Ng, Van Dyne & Ang, 2012). They will therefore be better able to interact with people from a culturally-different society by un­
placed to take full advantage of the resources and experiences that a derstanding fundamental aspects of it (Earley, 2002). Third, motiva­
particular destination can provide and will also be more satisfied with it. tional CQ is the ability to channel attention and energy to learn and
Studies dealing with CQ have mainly focused on analyzing individuals’ function effectively in situations characterized by cultural differences
fit with other cultures, while there are very few works examining the (Ang & Van Dyne, 2015). The motivational factor is fundamental as it is
influence of CQ on consumers’ perceptions of services, and even fewer in a source of proactivity that increases the effort an individual invests in
the tourism industry context (Frías-Jamilena, Sabiote-Ortiz, Martín-­ operating in new cultural environments, which can generate stress (Ang
Santana, & Beerli-Palacio, 2018a,b). Furthermore, the effect of CQ on & Van Dyne, 2015; Earley & Ang, 2003). People with high motivational
satisfaction with the tourism experience has not been demonstrated by CQ are attracted to intercultural situations because they value the
the extant literature. benefits of such interactions and are confident they can cope with the
User satisfaction with technology is known to be an important pre­ challenges inherent in cultural differences (Van Dyne et al., 2012).
dictor of the intention to use IT (Choi, Wang & sparks, 2019; Liu et al., Finally, behavioral CQ is the behavioral culmination of the other factors,
2020; Franque, Oliveira, Tam & Santini, 2020). User satisfaction with as it reflects one’s ability to exhibit appropriate behaviors towards
technology is also an important determinant of consumer behavior people from diverse cultures (Ang & Van Dyne, 2015; MacNab &
variables including loyalty (Zhao, Chen & Wang, 2016) and overall Worthley, 2012). Consequently, individuals with a high behavioral
customer satisfaction (Aaltonen, Markowski & Kirchner, 2012; Wang, So factor are flexible and can adjust their behaviors to the specific char­
& Sparks, 2017). While scholars have demonstrated the important role acteristics of each cultural interaction (Bücker, Furrer, Poutsma &
of consumer satisfaction, there are no quantitative studies analyzing Buyens, 2014). However, although each of these factors measures a
whether satisfaction with an app can influence user satisfaction with the different aspect of CQ, an individual who is truly culturally intelligent
tourism experience or the destination visited. Some authors, such as Law will possess all four facets of CQ rather than excelling in one particular
et al. (2018), call for tourism research dealing with mobile technologies facet (Ang & Van Dyne, 2015; Earley & Peterson, 2004). In other words,
from the consumer perspective, on key issues such as satisfaction. for someone to present a high level of behavioral CQ, they must also
Furthermore, in light of the importance of international tourism for the have a high cognitive or motivational factor because, to act effectively in
globalized world in which we live, research into concepts such as CQ is culturally-diverse situations, they must understand the culture and its
essential as it contributes to citizens’ ability to adapt to different cultural characteristics as norms or expressions linked to cognitive intelligence
settings (Ang & Van Dyne, 2015; Thomas & Inkson, 2017). and must also be motivated to achieve a goal in the form of an appro­
The aim of the present study, therefore, is to propose and validate a priate response to a foreign cultural environment (Kanfer & Heggestad,
model that positions CQ as an antecedent of satisfaction with the app 1997). For example, if an individual possesses cognitive CQ, they must
and satisfaction with the tourism experience. The study seeks to: 1) also have a high metacognitive factor, since the latter is responsible for
determine the influence of CQ on user satisfaction with a travel app; 2) the processes that control cognition (Ang & Van Dyne, 2015). The four
analyze how CQ influences satisfaction with the tourism experience; and factors of CQ, then, are interrelated with each other. The work of Kanfer
3) establish how satisfaction with the travel app influences satisfaction & Heggestad (1997: 39) corroborates this, arguing that motivational
with the tourism experience after using the app. The present research skills “provide agentic control of affect, cognition, and behavior that
contributes to the study of the CQ deepening the application of this facilitate goal accomplishment.”
concept in the tourism industry from the perspective of the tourist. The Therefore, the importance of CQ is reflected in the fact that it is a skill
influence of CQ on satisfaction with the travel app and with the tourism that enables individuals to adjust to situations and environments beyond

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their culture of origin as a result of their personal experience and summarizes the authors of studies dealing with CQ to date and their
learning (Şahin, Gurbuz & Köksal, 2014). Studies published to date sphere of application. The following gaps in the literature can be
demonstrate that CQ predicts a variety of important responses in observed: 1) the relationship between CQ and technology is
cross-cultural contexts, such as cultural adaptation, expatriate perfor­ under-studied and 2) most of the extant studies on tourism approach the
mance, global leadership, intercultural negotiation, and multicultural issue of CQ solely from the perspective of the service provider, not from
team processes (Van Dyne et al., 2012). Regarding its capacity to predict that of the tourist. Therefore, there is a need for further analysis of the
cultural adaptation, this positive relationship has been demonstrated in effects of CQ on consumer behavior in the contexts of tourism and
various fields. In the tourism context, it has been shown to influence technology.
perceived value (Frías-Jamilena et al., 2018a), hotel customer satisfac­
tion (Lam, Cheung & Lugosi, 2020), customer-based destination brand 2.2. The effect of CQ on satisfaction with a travel app
equity (Frías-Jamilena, Sabiote-Ortiz, Martín-Santana, & Beerli-Palacio,
2018b), service quality (Alshaibani & Bakir, 2017) and the From a marketing perspective, consumer satisfaction is a funda­
strategy-formulation process in the hotel industry (Ljubica & Dulcic, mental concept (Hsiao, Chang & Tang, 2016; Nascimiento, Oliveira &
2012). It has also been observed that the CQ has a significant influence Tam, 2018) that can be considered a general evaluation of a product or
on tourism industry employees in aspects such as education and training service based on the overall purchase and consumption experience of the
(Bobanovic & Grzinic, 2019; Kamal & Jacob, 2019; Lee, Crawford, brand in question over time (Flint, Blocker & Boutin, 2011; Hui, Wan &
Weber & Dennison, 2018) or job performance (Suthatorn & Char­ Ho, 2007; Meyer & Schwager, 2007; Qi, Zhou, Chen & Qu, 2012; Wang
oensukmongkol, 2018; Teimouri, Hoojaghan, Jenab & Khoury, 2015). & Shieh, 2006). Marketing scholars have developed different theories
Turning to the technological context, to the best of our knowledge there approaching satisfaction as a determinant of individual behavior,
is only one published study that analyzes the effect of CQ in relation to including expectation confirmation theory (Oliver, 1980), satisfaction
technology (Coves-Martínez et al., 2018), and there is also literature that theory (Locke, 1969) or the theory of cognitive dissonance (Festinger,
demonstrates that individuals with a high CQ possess characteristics 1962), among others. In the tourism industry, “satisfaction is considered
such as flexibility, autonomy, and amenity to risk (Ang & Van Dyne, the cognitive–affective state of a tourist derived from their experience in
2015). These characteristics have been found to be linked to greater the destination” (Del Bosque & San Martín, 2008, p. 3); or it can be
technological acceptance (Coves-Martínez et al., 2018). Table 1 defined as the general satisfaction that captures a tourist’s evaluation of
their entire travel experience (Lou, Tian & Koh, 2017). In the technology
context, we can consider user satisfaction to be “the summary psycho­
Table 1 logical state resulting when the emotion surrounding disconfirmed ex­
Applications of CQ.
pectations is coupled with the consumer’s prior feelings about the
Applications/outcomes Authors/studies consumption experience” (Oliver, 1981, p. 29). This is related to the
Cross-cultural adjustment Ang et al. (2007); Chen, Wu & Bian (2014); Chua, cognitive assessment of the discrepancy between expectations and per­
and adaptation Morris & Mor (2012); Elenkov & Manev (2009); formance, which can result in a positive or negative feeling or indif­
Groves, Feyerherm & Gu (2015); Huff, Song & Gresch ference toward the technology in question (Bhattacherjee, 2001a). More
(2014); Imai & Gelfand (2010); Kim & Van Dyne
recently, in the literature dealing with apps, authors including Chang
(2012); Lee, Veasna & Sukoko (2014); Lin, Chen &
Song (2012); Malek & Budhwar (2013); Nunes, Felix (2015: 3), define customer satisfaction as “the total consumption
& Prates (2017); Peng, Van Dyne & Oh (2015); perception of consumers when using mobile apps”, this being influenced
Ramalu, Rose, Kumar & Uli (2010); Templer, Tay & by components such as utility, hedonism or social factors.
Chandrasekar (2006); Wang (2016); Ward & Fisher Research into user satisfaction has become a dominant concern in the
(2008); Ward, Wilson & Fischer (2011); Zhang (2013)
Human Resources and Bücker et al. (2014); Chen (2015); Chen, Kirkman,
literature dealing with information systems (IS) and marketing (Hsiao
work adjustment Kim, Farh & Tangirala (2010); Cox (2019); Deng & et al., 2016). Satisfaction is identified as a key factor in fostering
Gibson (2009); Earley & Peterson (2004); Erez et al. customer loyalty and being able to build and retain a long-term con­
(2013); Firth, Chen, Kirkman & Kim (2014); Flaherty sumer base (Hsiao et al., 2016; Nascimiento et al., 2018). Authors such
(2015); Groves & Feyerherm (2011); Henderson,
as Delone & McLean (2003) contend that user satisfaction is a critical
Stackman & Lindekilde (2018); Korzilius, Bücker &
Beerlage (2017); Kurpis & Hunter (2017); Lee & factor to be taken into account when researching technology use.
Sukoco (2010); Lee, Veasna & Wu (2013); Lee, Therefore, the success of IT (including apps) is measured and evaluated
Masuda, Fu & Reiche (2018); Lorenz, Ramsey & via user satisfaction (Montesdioca & Maçada, 2015). That said, the
Richey (2018); Malek & Budhwar (2013); Mao & customer’s perception of what constitutes good service quality and
Shen (2015); Moon, Choi & Jung (2012); Rockstuhl &
Ng (2008); Rahimaghaee & Mozdbar (2017); Ramalu,
satisfaction is inextricably linked to culture (Zeithaml, Bitner & Gremler,
Rose,Uli & Kumar (2012); Rockstuhl, Seiler, Ang, Van 2017). When the customer’s expectations are not met, this discrepancy
Dyne & Annen (2011); Shaffer & Miller (2008); can trigger emotions such as disappointment, fear, and loneliness, which
Vlajčić, Caputo, Marzi & Babic (2019). can lead to cultural conflicts (Weiermair, 2000). In the same vein, Stauss
Learning and education Earley & Peterson (2004); Eisenberg at al. (2013);
& Mang (1999) argue that one of the main problems associated with
Erez et al. (2013); Goh, 2012; Kang, Kim & Park
(2019); Li, Mobley & Kelly (2013); Lin & Shen (2020); cultural differences is that expectations of customers and suppliers may
MacNab (2012); Lenartowicz, Johnson & Konopaske not be fulfilled, because the performance or behavior of the supplier and
(2014); MacNab, Brislin & Worthley (2012); Mor, the customer differs from what was expected. In the tourism context, CQ
Morris & Joh (2013); Mosakowski, Calic & Earley mitigates this problem both for suppliers and tourists as it helps the two
(2013); Ng, Van Dyne & Ang (2009a, b); Pless, Maak
& Stahl (2011); Ramsey & Lorenz (2016); Rosenblatt,
parties adapt to, and resolve, the challenging issues that can arise be­
Worthley & McNab (2013); Suthatorn & tween different cultures. Thus, a tourist with a high CQ will be able to
Charoensukmongkol (2018). understand and act effectively in a foreign environment and will be in a
Tourism Alshaibani & Bakir (2017); Arora & Rohmetra (2010); better position to manage their expectations. Therefore, they could be
Bobanovic & Grzinic (2019); Frías-Jamilena et al.
more satisfied with their experiences. There is no literature, to date, that
(2018a); Frías-Jamilena et al. (2018b); Kamal Abdien
& Jacob (2019); Lam et al. (2020); Lee, Crawford, relates CQ to technology satisfaction or, specifically, satisfaction with
Weber & Dennison (2018); Ljubica & Dulcic (2012); apps. However, the ability to determine the CQ of tourists could help
Sheehan, Vargas-Sanchez, Presenza & Abbate, 2016; increase their level of satisfaction with the use of a travel app.
Teimouri et al. (2015). The literature shows that CQ enhances the use of travel apps during
Technology acceptance Coves-Martínez et al. (2018)
the tourist experience and enables the traveler to exploit the app to its

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fullest potential. This is due to the fact that some of the particular traits Table 3
associated with CQ, such as behavioral flexibility, motivation, perfor­ Relationship between the uses of the travel app and CQ.
mance, and adaptation to unfamiliar cultural environments (Ang & Van Uses of the travel app (Kennedy-Eden & Relationship to CQ
Dyne, 2015; Earley & Ang, 2003; Van Dyne et al., 2012) influence and Gretzel, 2012; Wang & Fesenmaier,
enhance the characteristics of a travel app—such as productivity, effi­ 2013, Wang et al., 2014, Wang et al.,
2016)
ciency, communication, and social interaction (Dickinson et al., 2014;
Wang & Fesenmaier, 2013; Wang et al., 2012) (Table 2). These char­ Information about a destination CQ is linked to the knowledge of
acteristics associated with CQ would also influence and enhance the universal elements that make up other
cultures, such as history, norms or
utility of travel apps, for example in obtaining information about a values (Ang et al., 2007). Therefore, a
destination or searching for new experiences (Kennedy-Eden & Gretzel, tool such as an app that provides
2012; Wang et al., 2014, 2016; Wang & Fesenmaier, 2013) (Table 3). accurate, personalized and high-quality
This suggests that tourists’ CQ may maximize the opportunities offered information about a destination will be
very useful to individuals with high CQ,
by travel apps and therefore increase satisfaction with them.
who will exploit its potential to the
CQ has also been found to improve the management skills and people fullest during their trip.
skills of individuals on a global scale and it has clear repercussions in Search for new experiences and Tourists look for authentic situations
terms of motivation, leadership, productivity, authority, and satisfac­ innovation that connect them with the place they
tion, among other aspects (Schlägel & Sarstedt, 2016; Vlajčić, Caputo, are visiting and help them to immerse
themselves and interact with local
Marzi & Dabić, 2019). It is for this reason that managers, employees and individuals and culture, taking them
providers of tourism services endeavor to adapt to, and empathize with, away from the clichés of overly-touristic
tourists from other cultures who have different values, attitudes, beliefs places or situations (Grayson &
or perceptions, seeking to overcome barriers and cultural differences Martinec, 2004; Kim, Kang, Song & Lee,
2020; Pine & Gilmore, 2011;
that may affect satisfaction with the service. This points to the vital
Tussyadiah & Pesonen, 2016). Apps help
importance of CQ, for example in the hotel industry (Arora & Rohmetra, with the latter, and individuals with CQ
2010; Heo, Jogaratnam & Buchanan, 2004; Lam et al., 2020; Ljubica & will get the most out of this technology
Dulcic, 2012; Teimouri et al., 2015). Based on this premise, it seems as they are more motivated and seek
reasonable to expect that tourist satisfaction with the app used during more authentic cross-cultural
experiences (Ng et al., 2012).
the tourism experience is influenced by their CQ. The following research
hypothesis is therefore proposed:
H1. CQ has a positive and significant influence on satisfaction with the culture (Huang & Crotts, 2019; Wang So and Sparks, 2017), hence be­
travel app. haviors related to the tourism experience are strongly influenced by the
culture of origin of tourists (Manrai & Manrai, 2011). It can be inferred,
then, that culture is a determining factor in tourist preference and choice
2.3. The effect of CQ on satisfaction with the tourism experience (Huang & Crotts, 2019). At the same time, these cultural differences
between customers also influence tourism service providers, since they
Tourist satisfaction is an important success factor in tourism or can give rise to discrepancies in key aspects such as quality, due to
destination marketing (Chi & Qu, 2008; Della Corte, Sciarelli and Cas­ consumers’ perceptions differing according to their culture of origin
cella, 2015; Prayag & Ryan, 2012). Satisfaction, too, is affected by (Bharwani & Jauhari, 2013; Zeithaml et al., 2017). In the tourism field,
authors such as Arora & Rohmetra (2012) have concluded that
Table 2 employee CQ significantly influences the satisfaction of hotel guests
Relationship between the characteristics of the travel app and CQ. because, as noted earlier, CQ is a capacity that enables individuals to
Characteristics of the travel app ( Relationship to CQ adjust to, and interact appropriately with, individuals from other cul­
Dickinson et al., 2014; Wang & tures, thereby avoiding problems of perception of the quality of
Fesenmaier, 2013; Wang et al., 2012) customer service derived from cultural differences. Other scholars,
Productivity and efficiency With apps, a tourist can enjoy including Lam et al. (2020), also conclude that the CQ of a hotel’s
connectivity at any time and in any place suppliers and employees significantly influences tourist satisfaction with
(ubiquity), which facilitates the hotel services. Taking this into account, CQ appears to facilitate the
completion of tasks, enriches the tourist
development of individuals’ understanding of cultural context and their
experience and increases productivity on
a trip. Tourist CQ maximizes and planning and interpretation of situations in diverse cultural settings
enhances these app benefits, since, as (Ang et al., 2007). The effect of tourist CQ on key variables of consumer
Van Dyne et al. (2012) conclude, the behavior, such as perceived value (Frías-Jamilena et al., 2018a) or
achievement of goals, self-confidence, customer-based destination brand equity (Frías-Jamilena et al., 2018b)
the search for rewards and incentives,
and functioning effectively in a cultural
has also been demonstrated. CQ enables individuals to accommodate
environment are characteristics of a high cultural differences and adopt appropriate behaviors in
CQ. culturally-diverse settings (Chen et al., 2014). Van Dyne, Ang & Liver­
Communication and social interaction Travel apps increase the scope for more (2010) find that the metacognitive aspect of CQ provides a link
communication and interaction with
between an understanding of the cultural aspects of different countries
other tourists and the people local to the
destination visited. This will be further and its application to intercultural interactions. In the tourism industry,
enhanced by CQ, as this brings with it an this is a crucial point since it allows tourists to step back from their own
inherent interest in experiencing cultural context and empathize with the environment they are visiting.
different cultures and interacting with Therefore, it is to be expected that, the greater the tourist’s ability to
culturally-different others (Van Dyne
et al., 2012). Furthermore, the ability to
understand cultural differences, the better their adjustment to the
display a flexible range of behaviors is environment, and that this will have a positive impact on their satis­
essential for creating positive faction with the tourism experience. Furthermore, the cognitive aspect
impressions and the development of of CQ encompasses the individual’s knowledge of the values, universal
intercultural relationships (Ang et al.,
elements, norms and beliefs of a culture (Earley & Ang, 2003). Thus, CQ
2007; Ang & Van Dyne, 2015).

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will help increase tourists’ satisfaction with their travel experience, as it customer satisfaction. Wang et al. (2012) and Mang, Piper & Brown
will enable them to better understand the environment and context of (2016) assert that the use of smartphones and apps increases tourist
the destination they are visiting. In turn, CQ is a source of motivation satisfaction, while Tan & Lu (2019) also demonstrate that the use of a
and proactivity to interact effectively with other cultures (Ang & Van travel app increases trip satisfaction. This is because apps help tourists to
Dyne, 2015). According to Ng et al. (2012), culturally-intelligent in­ be more creative and spontaneous during the trip, which is reflected in
dividuals will seek more intercultural experiences. It is also logical to an improvement in their satisfaction. Therefore, if a user is pleased with
expect, therefore, that a tourist with a relatively high level of CQ will what the app offers, it has a positive effect on their satisfaction. It fol­
present a higher level of ability to empathize with other cultures and be lows, then, that, since the apps are adapted and customized to individual
in a better position to take full advantage of the resources and experi­ preferences, the user can better prepare for the trip, sightsee in the
ences that a given destination has to offer. As Wang et al. (2012) places most of interest to them, and experience restaurants or activities
contend, the more experiences, surprises and memorable moments a that they would otherwise not have heard about. Equally important is
tourist has, the greater their satisfaction will be. CQ helps to promote the social aspect of sharing the experience via the app with other users
such experiences as it enables the tourist to act appropriately and and also being able to observe their comments. This feature is perhaps
interact more effectively in the unfamiliar surroundings of the place they more important than ever before, given that today’s tourists want to live
are visiting. Given these findings, high tourist CQ presents as under­ unique and authentic experiences and are no longer interested in
standing, knowledge, motivation and proactivity, as well as a greater of acquiring an off-the-shelf tourism product or service (Della Corte,
ability to empathize with other cultures—all of which enable the tourist Sciarelli, Cascella & Del Gaudio, 2015). It is therefore to be expected
to derive the maximum benefit from their trip and, in all likelihood, that, if tourists are satisfied with the app, this may positively influence
greater satisfaction with the tourism experience. However, there are no their satisfaction with the tourism experience, as the app provides tools
previous studies examining the influence of CQ on satisfaction with the and information with which to enjoy and get the most out of a trip. This
tourism experience. In the present research, the following hypothesis is influence can occur before, during, and after the trip (Wang et al., 2017).
therefore proposed: Despite the importance of this relationship, there are no previous studies
analyzing the possible influence of satisfaction with a travel app on
H2. CQ has a positive and significant influence on satisfaction with the
satisfaction with the tourism experience. The following research hy­
tourism experience.
pothesis is therefore proposed:
H3. Satisfaction with the travel app has a positive and significant in­
2.4. The effect of satisfaction with the app on satisfaction with the tourism
fluence on satisfaction with the tourism experience.
experience
Fig. 1 sets out the research model.
Consumer satisfaction has been widely studied and validated
empirically in different technological contexts, acting as an important 3. Methodology
predictor of IT use (Hsiao et al., 2016; Xu, Peak & Prybutok, 2015) and is
the ultimate objective of any technology provider (Bhattacherjee, 3.1. Sample design and data-collection
2001a, b; Mouakket & Bettayeb, 2015; Thong, Hong & Tam, 2006; Zhao
& Lu, 2012; Lin, Fan & Chau, 2014). More satisfied users tend to have a The sample comprised Spanish tourists who used a travel app during
stronger intention to use a technology (Thong et al., 2006). Satisfaction their trip. Participants were selected via an Internet user panel managed
is also a determinant of loyalty to social networks (Zhao et al., 2016) or by Dynata. This firm is the world’s largest first-party data company, with
to mobile messaging services (Zhou & Lu, 2011). Its influence has been a global reach of more than 62 million consumers and business pro­
studied in areas such as e-learning (Cheng, 2014; Roca, Chiu & Martinez, fessionals, with billions of verified data points. The panel has more than
2006; Terzis, Moridis & Economides, 2013), Internet use (Hong, Thong 300,000 users in Spain. By controlling its characteristics, Dynata created
& Tam, 2006; Kang, Hong & Lee, 2009; Limayem, Hirt & Cheung, 2007; a consistent online sample as measured and compared against external
Lin, Wu & Tsai, 2005), electronic commerce (Bhattacherjee, 2001b; benchmarks.
Hung, Chen & Huang, 2014; Sabiote-Ortiz, Frías-Jamilena & Casta­ The final sample for the present study comprised 243 valid responses
ñeda-García, 2012), use of mobile data (Deng, Turner, Gehling & Prince, to our questionnaire. The fieldwork was conducted in November 2019,
2010; Thong et al., 2006), social networks (Chang & Zhu, 2012; Jin, Lee the questionnaire being self-administered and organized by the Dynata
& Cheung, 2010), use of smartwatches (Nascimiento et al., 2018), use of online panel. The sociodemographic characteristics of the simple are
IS (Hong, Thong & Chasalow, 2011), mobile banking (Foroughi, Iran­ shown in Table 4.
manesh & Hyun, 2019) and apps (Hsiao et al., 2016; Lee, Tsao & Chang,
2015; LLu, Liu & Wei, 2017; Tam, Santos & Oliveira, 2020; Wang, 2019;
Xu et al., 2015), among others. It has also been observed that satisfaction
with a technology has a positive influence on overall customer satis­
faction. For example, Aaltonen et al. (2012) found that satisfaction with
banking technology influences overall customer satisfaction with the
bank. In the tourism industry context, Castañeda-García, Frías-Jamilena
& Perez-Rodríguez (2007) studied the relationship between satisfaction
with the search for holiday-related information offered by all tourism
entities on the Internet and destination satisfaction. Wang et al. (2017)
found a positive relationship between satisfaction with airline service
technology and the traveler’s satisfaction with the general experience of
the flight. However, despite the literature on the effect of satisfaction
with a technology, there are very few studies that focus on satisfaction
with an app, and even fewer dealing with apps that help tourists with
their traveling experience. Authors such as Lou et al. (2017) demon­
strate the influence of the use of QR codes to make payments on trip
satisfaction. Kim, Kang, Song & Lee (2020)corroborated the influence of
values such as the aesthetics and service excellence of a hotel app on Fig. 1. Research model.

5
Á.L. Coves-Martínez et al. Computers in Human Behavior 127 (2022) 107049

Table 4 behavioral). A high score on the scale indicates a high CQ. CQ has been
Sociodemographic characteristics of the sample. validated for different samples at different times and for different
Characteristics Category Percentage countries (Bücker, Furrer & Lin, 2015; Keung & Rockinson-Szapkiw,
2013; Rockstuhl & Van Dyne, 2018) All measurements were made on
Gender Male 51.85
Female 48.15 7-point Likert scales, where 1 indicated “entirely disagree” and 7
Age 18 to 24 8.64 “entirely agree”.
25 to 34 22.63
35 to 44 38.27
45 to 54 20.16
4. Results
55 to 64 7.82
65 to 74 2.48 4.1. Analysis of the validity of the measurement scales
Level of education Pre-university studies 37.86
University studies 62.14
Prior to testing the hypotheses, we validated the scales on satisfac­
Employment status Employed, 84.78
Unemployed 3.29 tion with the app, satisfaction with the tourism experience, and CQ using
Other 11.93 confirmatory factor analysis (CFA). We used the maximum likelihood
Monthly income Less than €999 5.76 estimation method (MLM) as the sample did not follow a normal dis­
€1000–€1499 16.87 tribution (Bollen, 1989). CQ is defined as a latent construct that com­
€1500–€2499 33.74
€2500–€3499 26.75
prises four dimensions or factors: metacognitive, cognitive, motivational
€3500 or more 16.88 and behavioral. Following the approach recommended by Anderson &
Alone 5.76 Gerbing (1988), as can be seen in Table 5, the model showed an
Typically travels … With their partner 67.49 acceptable level of individual reliability, given that the relationship
With others 26.75
between each item and its respective dimension was statistically sig­
nificant and the standardized loads were greater than 0.5. Regarding
3.2. Measurement scales internal consistency, the composite reliability (CR) values of the CQ
dimensions were greater than 0.70, those of the variance extracted
Based on the literature review, we identified the scales to measure (AVE) greater than 0.50, and the Cronbach’s alpha greater than 0.6
the variables included in the research (Appendix 1). Satisfaction with (Hair, Black, Babin & Anderson, 2018). These results indicate that the
the travel app consisted of four items adapted from the scale developed measurement model is reliable.
by Xu et al. (2015), based on previous research on technological satis­ We also confirmed that CQ is a multidimensional second-order
faction (Bhattacherjee, 2001a, b) and consumer satisfaction (Oliver, construct comprising the four dimensions identified in the literature.
1980; Spreng, MacKenzie & Olshavsky, 1996). Satisfaction with the Of these, the motivational and cognitive dimensions have the greatest
tourism experience was also measured on a 4-item scale that we adapted impact on the configuration of CQ, followed by cognitive and behavioral
from Kim, Woo & Uysal (2015) and originally derived from previous dimensions, according to their standardized coefficients I (0.914, 0.869,
studies of tourist satisfaction with the destination and with the tourism 0.676, and 0.616, respectively). Regarding the scales for satisfaction
experience (Lee, Trimi & Kim, 2013; Neal, Uysal, & Sirgy, 2007; Yoon & with the travel app [CR = 0.94, AVE = 0.80, α = 0.94] and satisfaction
Uysal, 2005). with the tourism experience [CR = 0.94, AVE = 0.80, α = 0.94], as can
CQ was measured using the scale by Ang et al. (2007) adapted by be seen in Table 5, the values of the reliability indicators are within
Frías-Jamilena et al. (2018a) for the tourism industry. This scale consists those recommended by the literature (Hair et al., 2018). It was therefore
of 12 items that capture the four components of CQ. Each item on the confirmed that the model has a good measurement fit.
scale describes an individual’s ability to be culturally intelligent in each We also tested the discriminant validity of the CQ scale. This is ob­
of the four factors (metacognitive, cognitive, motivational, and tained if the correlations between its dimensions are less than the square
root of the average variance extracted (AVE) of each one. In Table 6, the

Table 5
Confirmatory factor analysis.
Causal relationships Standardized estimators z p Cronbach’s alpha CR AVE

Metacognitive <–– CQ 0.87

Cognitive <– CQ 0.68 9.12 0.00 0.855 0.857 0.606
Motivational <–– CQ 0.91 10.56 0.00
Behavioral <–– CQ 0.62 7.19 0.00
MET1 <–– Metacognitive 0.90
MET2 <–– Metacognitive 0.87 15.84 0.00 0.876 0.880 0.787
COG1 <–– Cognitive 0.87
COG2 <–– Cognitive 0.87 15.88 0.00 0.879 0.878 0.707
COG3 <–– Cognitive 0.78 12.92 0.00
MOT1 <–– Motivational 0.80
MOT2 <–– Motivational 0.86 14.86 0.00 0.915 0.916 0.687
MOT3 <–– Motivational 0.86 14.77 0.00
MOT4 <–– Motivational 0.85 13.42 0.00
MOT5 <–– Motivational 0.76 11.90 0.00
BE1 <–– Behavioral 0.86
BE2 <–– Behavioral 0.91 11.68 0.00 0.877 0.877 0.781
APPSATISF1 <–– App satisfaction 0.89
APPSATISF2 <–– App satisfaction 0.92 18.17 0.00 0.938 0.941 0.800
APPSATISF3 <–– App satisfaction 0.91 17.54 0.00
APPSATISF4 <–– App satisfaction 0.87 17.28 0.00
TOUSATISF1 <–– Tourism experience satisfaction 0.88
TOUSATISF2 <–– Tourism experience satisfaction 0.90 24.37 0.00 0.941 0.942 0.803
TOUSATISF3 <–– Tourism experience satisfaction 0.93 20.15 0.00
TOUSATISF4 <–– Tourism experience satisfaction 0.88 19.60 0.00

6
Á.L. Coves-Martínez et al. Computers in Human Behavior 127 (2022) 107049

Table 6 improving and expanding the study of CQ in the tourism and techno­
Evaluation of discriminant validity of CQ. logical fields as follows: a) we establish an important link between
Dimensions Metacognitive Cognitive Motivational Behavioral culture and CQ. Culture affects tourist behavior (Manrai & Manrai,
CQ CQ CQ CQ 2011) but, unlike most studies, which take a combined or overall
Metacognitive 0.89 perspective (Hofstede et al., 2010), this research advances in the
CQ cross-cultural perspective by examining learning and experience at the
Cognitive CQ 0.527 0.84 individual level (Earley & Ang, 2003; Şahin et al., 2014); b) the work
Motivational 0.778 0.672 0.83 adds to the evolution of the CQ literature as it analyses the tourist
CQ
Behavioral CQ 0.443 0.616 0.640 0.88
perspective. Most of the extant studies on CQ in tourism are approached
from the point of view of service providers, there being only limited
works dealing with the point of view of the tourist (Frías-Jamilena et al.,
results of the analyses show that the square roots of all the AVEs are 2018a, b). Second, this study proposes a relationship between CQ and
greater than the non-diagonal elements. Therefore, it is confirmed that satisfaction with technology. To date, this relationship has been absent
the CQ scale also has discriminant validity. from previous studies, with most of the CQ research analyzing the in­
fluence of this concept in the cross-cultural field (Ang & Van Dyne, 2015;
4.2. Testing the hypotheses Earley & Ang, 2003). The results of the present study show that CQ
exerts a positive and significant influence on satisfaction with the app
To test the research hypotheses, the psychometric properties of the used. These findings indicate that the tourist’s higher level of CQ en­
proposed model were estimated and evaluated. For this, a structural hances their use of a travel app and the benefits they derive from it when
equation model (SEM) was used (Fig. 1), together with the maximum visiting a destination, thanks to their characteristics of behavioral flex­
likelihood estimation method and bootstrapping (Yuan & Hayashi, ibility, motivation, performance, and adaptability in foreign cultural
2003). According to the recommendations of Hair et al. (2018), we environments. These CQ characteristics help increase the utility of the
deemed the SEM methodology to be the most appropriate, as the app in terms of the tourist’s productivity and efficiency, communication,
research model includes latent variables that are not directly observable. obtaining information about a destination and searching for new expe­
SEM is a widely-used and tested multivariate analysis technique for this riences. Users mainly use an app for its productivity and efficiency, to
type of test and that brings together methodological techniques that communicate and interact socially or to obtain information about a
have been refined over time and applied in various scientific fields (Hair destination and search for activities and new experiences (Dickinson
et al., 2018). The software used for our data analysis was RStudio et al., 2014; Mang et al., 2016). As a result of these enhanced benefits,
1.3.959. The results of the research model indicated that the fit indices CQ helps tourists to derive greater satisfaction from the app. Third, the
were acceptable [χ2 (163) = 329.03, p = 0.000; CFI = 0.94; NFI = present study demonstrates the influence of tourist CQ on satisfaction
0.903; TLI = 0.93; RMSEA = 0.065], as the value of the CFI index is with the tourism experience. This influence is due to the fact that CQ is a
between 0.90 and 0.95, the NFI and the TLI present values greater than source of motivation and action for the tourist in diverse cultural set­
0.9, and the RMSEA is not greater than 0.08 (Hair et al., 2018; Mathieu tings—an ability that helps them experiment and interact more in the
& Taylor, 2006). The results of the analyses (Table 7) show that: (1) CQ destination, leading to greater satisfaction with it. These results are in
is an antecedent of satisfaction with a travel app, with a direct, positive line with those obtained for service providers, since most of the previous
and significant effect (β = 0.69, p = 0.00), hence, H1 receives empirical studies have examined how the CQ of employees in the tourism industry
support; (2) CQ exerts a direct, positive and significant effect on satis­ influences customer satisfaction with the tourism service (Arora &
faction with the tourism experience (β = 0.47, p = 0.00), hence, H2 also Rohmetra, 2012; Lam et al., 2020; Sheehan, Vargas-Sánchez, Presenza &
receives empirical support; and (3) satisfaction with the travel app has a Abbate, 2016; Teimouri et al., 2015). This points to the need for more
direct, positive and significant effect on satisfaction with the tourism studies to verify how the customer’s CQ influences their behavior.
experience (β = 0.40, p = 0.00), with H3 therefore also obtaining Finally, this research contributes to the literature by demonstrating
empirical support (see Table 7). the importance of travel apps in improving the experience of tourists in
the destination. The extant literature highlights that tourist satisfaction
is one of the determinants of success in tourism marketing activities (Chi
5. Discussion of the results, conclusions and implications
& Qu, 2008) and that the use of mobile technology is an important factor
that also contributes to tourist satisfaction (Mang et al., 2016; Tan & Lu,
According to Digital 2020: Global digital yearbook Hootsuite (2020),
2019; Wang et al., 2012). Some authors such as Wang et al. (2017) find
the number of smartphone users in 2020 rose to more than half of the
that satisfaction with technology positively influences the overall
world population. An average adult spends more than 4 h a day using
satisfaction of an airline traveler. Our literature review, however, has
their smartphone, along with related apps for social networking and
shown that there is no research linking satisfaction with a technology
communications. This represents a cultural shift in the use of technology
(such as apps) to satisfaction with the tourism experience. The present
(Hacker Noon, 2017). Furthermore, the use of smartphones has
study demonstrates that, the greater the satisfaction with the travel app,
dramatically changed behaviors and business processes in the field of
the greater the satisfaction with the tourism experience. This is because,
tourism, transforming the meaning of travel (Wang et al., 2012). The
if a tourist is satisfied with a travel app, this is likely to be because it has
importance of conducting research such as the present study is thus
opened up different possibilities to them, such as finding more activities
underlined, as it studies the relationship between tourists and app
and generally improving their experience in the destination, bearing in
technology.
mind that the services proposed to the user will be personalized.
Considering both the importance of ICT and CQ, the present study
Therefore, if a tourist is satisfied with the app, they will also be satisfied
makes several contributions to the literature. First, it contributes to

Table 7
Relationships.
Regressions Estimate Std. Err z-value P (>|z|) Std.all

App satisfaction <- CQ 0.69 0.09 8.05 0.00 0.61

Tourism experience satisfaction <- CQ 0.47 0.10 4.55 0.00 0.43
Tourism experience satisfaction <- App Satisfaction 0.40 0.11 3.54 0.00 0.41

7
Á.L. Coves-Martínez et al. Computers in Human Behavior 127 (2022) 107049

with the tourism experience, because the app will have enabled them to considers the CQ and satisfaction of Spanish tourists. Future research
get the most out of the trip. This is particularly important, given that use could use samples of tourists of other nationalities who have used travel
of the app can help today’s tourist avoid “standardized” travel experi­ apps on their trips. It would also be valuable to include other variables in
ences and instead discover the more authentic aspects of the destination the model that might also influence satisfaction with the app, such as
that create unique experiences (Della Corte et al., 2015). personalization. Tourists want to receive information that is adapted to
The results of this study have important implications for the tourism their needs and tastes regarding the activities at the destination.
industry. Currently, in a globalized world without barriers, thanks to Therefore, a travel app that can provide users with accurate, personal­
ICTs (Friedman, 2006), business success will depend on the extent to ized information and suggest experiences based specifically on their
which suppliers and customers are able to interact and function effec­ preferences regarding their trip will generate satisfaction with that app.
tively in different cultural environments (Ang & Van Dyne, 2015). This Another variable that could be included is privacy risk, as authors such
is especially important in a context such as tourism, where a significant as Gupta et al. (2018) have confirmed the negative influence of privacy
proportion of consumers come from different cultures. Cultural differ­ risk on intention to use travel apps. Therefore, if a tourist perceives their
ences can be a barrier to satisfaction that affects tourist perceptions of personal data to be at risk due to travel-app use, this could adversely
destination quality, but CQ helps individuals in this process of cultural affect satisfaction with this technology and with the tourist experience.
adaptation. Therefore, CQ should be taken into consideration when A further variable to consider in future research is hedonic motivations,
studying the tourism industry, also from the perspective of tourists. The as these have been found to affect satisfaction with the app, as suggested
influence of CQ on satisfaction with the tourism experience has been by Xu et al. (2015). Moderator variables such as country of origin or
identified in the present research as a key relationship, pointing to the cultural distance could also be considered in the model. This is due to the
importance of considering CQ in the management of tourist destina­ fact that culture, as reflected in the cultural dimensions, influences both
tions. Tourists’ CQ is particularly important, since it positively in­ the behavior of tourists in a given society (Huang & Crotts, 2019) and
fluences their assessment of—and satisfaction with—the tourism also technology acceptance (Chopdar, Korfiatis, Sivakumar & Lytras,
experience. This renders CQ a determining factor in destination revisit 2018). Therefore, it is anticipated that the cultural dimensions will
intention, loyalty, and recommendation. Service providers must un­ affect satisfaction with the tourism experience or with the travel app.
derstand that CQ motivates tourists to seek new experiences and to
empathize with different cultures in the destination they are visiting. Credit author statement
Therefore, to increase satisfaction with tourism services, providers
should offer experiences and activities that bring the customs, lifestyles A. L. Coves-Martínez: Conceptualization, Methodology, Writing -
and history of the destination closer—unique and exciting experiences Original Draf, Visualization, Investigation, Formal analysis. C. M.
that are far from run-of-the-mill. Meanwhile, when dealing with the Sabiote-Ortiz: Supervision, Data Curation, Writing - Review & Editing,
tourism industry, providers and designers of technologies such as apps Software, Conceptualization. D. M. Frías-Jamilena: Supervision, Fund­
must take into account the cultural differences of the users. As reflected ing acquisition, Writing - Review & Editing, Project administration,
in this research, CQ helps enhance the utility and capabilities of an app, Conceptualization.
which will lead tourists to feel more satisfied with the travel apps they
use in their experience. Hence, technology providers must consider el­ Acknowledgements
ements such as CQ when designing travel apps. Also, other previous
studies such as Wang et al. (2012) or Tan & Lu (2019) find that the use of Study carried out thanks to financing received from research project
apps influences tourist satisfaction. Therefore, providers must accord­ PID 2019-110941RB-I00: “Marketing Conversacional Aplicado a
ingly design quality apps that are useful when traveling because, as Sistemas Automatizados de Servicio basados en Inteligencia Artificial en
reflected in the results of this research, they will have a positive impact el Sector de Hospedaje” by SRA (State research Agency)/10.13039/
on the evaluation of the destination. If a tourist is happy with a travel 501100011033.
app, their satisfaction with the tourism experience will increase, and this The study also received funding from the University of Granada’s
also positively affects their evaluation of tourism firms. Research and Knowledge Transfer Fund 2018: “Precompetitive Research
Finally, the present study has certain limitations that may serve as a Projects for Young Researchers. Modality B Doctoral Students”.
starting point for future lines of research. For example, our study only

Appendix A. Final items for CQ, satisfaction with the travel app and with the tourism experience

CQ Items
MET1 I am aware that I use my knowledge of other cultures when interacting with local people.
MET2 I can test how much I know about other cultures when interacting with local people.
COG 1 I know the legal and economic systems of other cultures.
COG 2 I know the rules (e.g. vocabulary, grammar etc.) of other languages.
COG 3 I know the cultural values and religious beliefs of other cultures.
MOT 1 I enjoy interacting with people from other cultures.
MOT 2 I am confident I can socialize within the other cultures, which are unfamiliar to me.
MOT 3 I am sure I can deal with any stress associated with adjusting to other cultures, which are new to me.
MOT 4 I enjoy spending time in other cultures, which are unfamiliar to me.
MOT 5 I am sure I can adapt to the living conditions of different cultures.
BE 1 I change my verbal behavior (e.g. accent, tone, etc.) when necessary, when interacting within the other cultures.
BE 2 I change my non-verbal behavior when necessary, when interacting within the other cultures.
Satisfaction with the travel app
APPSATISF1 I feel very satisfied with the overall experience of using travel Apps.
APPSATISF2 I am very pleased with the overall experience of using travel Apps.
APPSATISF3 I am very contended with the overall experience of using travel Apps.
APPSATISF4 I feel very delighted with the overall experience of using travel Apps.
Satisfaction with the tourism experience
(continued on next page)

8
Á.L. Coves-Martínez et al. Computers in Human Behavior 127 (2022) 107049

(continued )
TOUSATISF1 My overall evaluation on the most recent tourism experience is positive.
TOUSATISF2 My overall evaluation on the most recent tourism experience is favorable.
TOUSATISF3 I am satisfied with the most recent tourism experience.
TOUSATISF4 I am pleased with the most recent tourism experience.

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