O uso continuo do conteúdo gerado pelo usuário na escolha de um destino turístico: um estudo longitudinal

Abstract

The use of technology has been increasingly influencing the decision-making process during the planning of tourist trips. In this context, User Generated Content (UGC) has become an important aid in the decision-making of tourists. Online Travel Reviews (OTR), which are a form of UGC, are a helping tool in this decision-making process, and consist of comments posted online by tourists about experiences they have experienced on their trips, giving autonomy to the consumer while planning his trips. The objective of the present study is to analyze factors that motivate the continuous usage of OTR in the choice of a tourist destination and to face data on such factors in two distinct periods through the IS Continuance Model. The methodology was descriptive-exploratory, and the analysis of the results was quantitative. The results show little or no evidence of changes in the factors in two analyzes, with an interval of one-year difference. The analysis showed that the four factors studied, satisfaction, confirmation of expectations, intention of continuity of use and perceived utility, are pertinent for the choice of tourist destinations through OTR.