An Interpretivist Study Of Customer Self-Service Technology Usage And Experiences In The Tourism Sector.

This study provides an interpretivist exploration of customer usage and experiences of self-service technologies (SSTs) in the tourism sector. Tourism customers are increasingly using a wide range of SSTs, for example, to make reservations online and use self-check-in and „bag and tag‟ facilities at airports. While SST research to date has provided insights into the factors affecting customer SST adoption decisions, the aim of this study is to explore customers‟ perspectives on their usage and experiences of SSTs in the tourism sector. This interpretivist study employs a two-stage qualitative methodology of short qualitative interviews with 133 participants at an international airport, followed by 32 in-depth interviews with SST users in the tourism sector. Seven motivations for SST usage are identified in this research. Whilst motivations such as convenience and access to lower prices have received some research attention, three new motivations emerge in this research, namely forced usage, eco-friendliness and empathy for other customers. In addition, customer experiences of SSTs are explored through the lens of the value-in-experience concept. This approach illustrates whether SST usage creates value for the customer (e.g. a sense of accomplishment) or destroys value (e.g. a perception of lack of control over the SST encounter). Using the theoretical lens of Service-Dominant Logic, an analysis of SST experiences indicates that customers undertake a variety of SST roles, such as that of convenience seeker, motivated worker, enforced worker and judge. Some of these roles indicate that customers are often required to use SSTs by the tourism provider, and may not be given other options (e.g. personal encounter with employees). Similarly, customers often assume the role of partial employee, by working on behalf of the tourism provider, to assist other customers who experience SST difficulties. Therefore, it is asserted that from the user‟s point of view, SST usage is often imposed upon customers, as opposed to being offered as an option, thus challenging the traditional customer-centricity of the marketing paradigm, as proposed by the Service-Dominant Logic. A key contribution of this study is the development and examination of a model of SST usage, which illustrates the complex, nuanced and often contradictory nature of a customer‟s usage and experiences. This model may facilitate marketers, managers and policy makers in planning strategic service interventions to enhance value creation in SST usage and ensure successful implementation of SSTs in the tourism sector and the wider services sector

Fitness-to-fly and the safety role of air cabin crew: personal, social and managerial challenges

Andrea Sander-Grout investigated the impact of cabin crew fitness-to-fly on flight safety and public health. She found that there is significant uncertainty surrounding crewmember exposure to occupational hazards, with potential impacts on flight safety, individual and public health. Aviation and public health stakeholders are using her results in policy development

Review of Disability Studies: An International Journal Volume 1 Issue 2

Welcome to the second issue of The Review of Disability Studies: An International Journal. This issue includes a forum on “Postsecondary Education,” as well as research articles from a variety of fields, essays, commentary, and book reviews. Thank you to all of our subscribers for your support and patience as we establish ourselves as a new journal! We realize that the first two issues have been produced rather sporadically, and our aim is to produce four issues a year and to establish a regular publication schedule. All subscribers will receive four issues (a year’s subscription), regardless of when their subscription started. If you are not yet a subscriber and are viewing this issue online, note that this is the last issue of The Review of Disability Studies that will be available for free online. Our next and subsequent issues will require a subscriber password to access the online version of the journal (subscribers also receive a print edition). See the front cover of the journal for information about how to subscribe or go to www.rds.hawaii.edu. A final note, although there are several contributions from authors outside of the United States in this issue, our aim is to increase the international flavor of the journal. So let your friends and colleagues around the world know about the journal and encourage them to submit articles, essays, creative works and commentary. Submission guidelines can be found on the back cover of the journal and are also available at www.rds.hawaii.edu. So please, sit back and enjoy this issue of The Review of Disability Studies. The Editors, Robert A. Stodden, Megan A. Conway, Steven E. Brow

Proceedings of the GPEA Polytechnic Summit 2022: Session Papers

Welcome to GPEA PS 2022 Each year the Polytechnic Summit assembles leaders, influencers and contributors who shape the future of polytechnic education. The Polytechnic Summit provides a forum to enable opportunities for collaboration and partnerships and for participants to focus on innovation in curriculum and pedagogy, to share best practices in active and applied learning, and discuss practice-based research to enhance student learning. This year a view on the aspects of applied research will be added. How to conduct research in a teaching first environment and make use of this. Which characteristics of applied research are important to be used in teaching and vice versa?The Summit will – once again - also provide an opportunity to examine the challenges and opportunities presented by COVID-19 and will offer us all an opportunity to explore the ways in which we can collaborate more effectively using our new-found virtual engagement skills and prepare for a hybrid future. PS2022 Themes: Design (Programmes, Curriculum, Organisation);Practice-Based Learning;Applied Research; Employability and Graduate Skills; Internationalisation, Global Teaching & Collaboration and Sustainability Theme

Key characteristics and attitudes of airline passengers, with particular emphasis upon the low-cost sector: implications for pre-trip decision-making and airline choice

The inception of the low-cost carrier (LCC) into the UK in the early 1990s revolutionised passenger aviation. The now saturated short-haul market finds airlines increasingly manipulative of their business model, seeking to further differentiate their product offering from their rivals. With an abundance of airlines to choose from, the consumer is faced with what at times can be a complex decision-making process as to which airline to fly with. This research seeks through empirical research to identify key characteristics and attitudes of airline passengers (with particular emphasis upon LCCs) and the implications for pre-trip decision-making and airline choice. The study begins with an overview of the airline business models that dominate the UK passenger aviation sector, before introducing Birmingham Airport (BHX) as a case study airport on which part of the main findings of this research are based. A detailed literature review then seeks to offer insight to attitude formation and the decision-making process that facilitates behaviour, before examining the implications for airline choice. The fieldwork was undertaken in two stages with passenger decision-making explored through structured-interviews conducted with passengers in the airside departure lounges at BHX (n = 490). In addition, the attitudes of airline passengers were explored using an online attitudinal survey, distributed internationally to a self-selected sample (n = 307). The quantitative analysis of both strands of research suggests key differences exist in the decision-making processes and research methods employed by passengers’ of airlines operating different business models, but particularly for passengers of LCCs. Both socio-demographic and situational factors are identified as influential in decision-making and choice processes. Attitudes, based upon actual experience and social representation are also considered significant. The findings present a classification of airline passengers based upon the primary research and suggest further quantitative research should explore decision-making over time and in different situational contexts

Digital Business Models

This book provides an overview of how digital players create, exchange and capture value thanks to digital technologies. It describes the key characteristics of various digital business models using different business archetypes. Each chapter is illustrated with examples or mini-case studies and also comprises a toolbox describing strategic tools, canvases and frameworks that help managers analyse a situation and formulate proactive solutions