Determinants of continuance intention and word of mouth for hotel branded mobile app users.

This study examined the cognitive and affective factors that influence users\u27 post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users\u27 continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users\u27 evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption

INCREASING PURCHASE INTENTION AND WORD-OF-MOUTH THROUGH HOTEL BRAND AWARENESS

Purpose – Mobile applications (apps) have been widely used in many industries as a method for companies to communicate with customers. The hotel industry is one of the top sectors that utilizes mobile apps. The majority of luxury hotels are updating themselves being a part of this new wave. The aim of this study was to investigate the impact of hotel brand awareness from hotel-branded mobile application towards WOM and purchase intention by the travelers based on the theory of consumption values. Design – A survey was administrated to 453 foreign travelers in Bangkok who used hotel-branded mobile apps in order to evaluate the accuracy and effectiveness of the conceptual model. Methodology – Structural equation modeling (SEM) was used for model estimation. Findings – The results revealed that hotel brand awareness acted as a mediator in the relationship between the attributes of mobile applications and travellers\u27 consumer behaviour such as purchase intention and word of mouth. In order to raise brand awareness in mobile apps, it is essential to create value through the mobile apps, have proficient virtual interactivity, and reasonable rewards. Originality of the research – Only limited amount of the previous research is available attempting to identify insights into how the value proposition attributes of mobile apps could be better designed to deliver enhanced brand awareness

Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research

This paper reviews the published articles on eTourism in the past 20 years. Using a wide variety of sources, mainly in the tourism literature, this paper comprehensively reviews and analyzes prior studies in the context of Internet applications to Tourism. The paper also projects future developments in eTourism and demonstrates critical changes that will influence the tourism industry structure. A major contribution of this paper is its overview of the research and development efforts that have been endeavoured in the field, and the challenges that tourism researchers are, and will be, facing

The branded podcast as a new brand content strategy. Analysis, trends and classification proposal

Podcasting is all the rage. The distribution of audio content has recently gained great momentum on a personal, media and business level. In this context, brands have begun to see the opportunity to use this communication tool to connect with the audience and generate emotional bonds through attractive content. However, there are still few studies that take a rigorous look at branded podcast. This research explores the phenomenon of podcasting as branded content in Spain and Latin America, making a radiography of the current situation of the branded podcast, from a mixed approach, delimiting its features, observing some trends and making a proposal for classification (according to the type of brand involvement, according to formal criteria and basic descriptors of the podcast, according to content, functional and narrative criteria, and according to the nature of the sponsoring company and its relation to the production of the podcast). The search for and analysis of branded podcasts is the main work of this research, with a sample of 100 podcasts, differentiating the branded podcast from other typologies such as podcast sponsorship, corporate podcasts and institutional podcasts. Among the results we highlight the variety of styles and themes in their own sound content, all of them linked to a greater or lesser extent to the business sector of the companies. In addition, these podcasts are broadcast on their websites and audio platforms and are more educational and informative than entertaining. It is therefore an approach to branded podcasting with a proposal for classification that aims to be a first conceptualisation of this phenomenon

Evaluating E-Relationship Marketing Features on Hotel Mobile Apps

The advent of technology has changed the course of marketing in both the academic and the business field. Given the increasing number of mobile transactions, hotel companies have launched mobile applications (apps) as an alternative e-relationship marketing (e-RM) channel. This study modified a progressive five-level e-relationship building model. The model was employed to evaluate e-RM features of the top 10 hotel companies’ mobile apps. The results indicated that these hotel companies maintained e-RM feature sophistication at the lower levels (Basic and Reactive), but relatively speaking, they did not utilize e-RM features extensively at the higher levels (Accountable, Proactive and Partnership). The findings implied that hotel companies employed mobile apps as a communication channel to provide basic information and allow for transaction rather than to deliver better customer values and strengthen long-term relationships

Shaping Success for Mobile Applications of Integrated Resorts

As smartphones have become indispensable in society, it has become critical for integrated resorts to develop mobile applications ( apps ) that serve as a marketing tool and an enhancement in the customer\u27s travel journey. This research reviews the features of existing mobile travel apps, in addition to areas of opportunity for future innovations regarding this platform. Based on this research, this study recommends best practices for an integrated resort\u27s mobile app. The findings of this study can be leveraged as a resource when developing and maintaining mobile apps within the hospitality industry to provide an optimal guest experience throughout the entire trip journey

Analysis of roles and position of mobile network operators in mobile payment infrastructure

A number of different mobile payment solutions have been presented the last decade. The phone subscription with its security mechanisms are used for user identification and payments. This is the case for SMS based payment and ticketing systems that are getting more and more popular. However, there are other ways to implement a Trusted Element (TE) , where a SIM card architecture is only one. It can be in the mobile phone, as a separate integrated circuit, as an optional customer deployed plug-in device (e.g., microSD) or be running as an application on a server existing entirely as software. In this paper we analyze what roles and responsibilities different actors have in different types of mobile payments solutions. The main focus is on the implications for the mobile operator business. It turns out that new types of intermediary actors in most cases play an important role. Sometimes mobile operators are not even involved. The emergence of new payment together with other non-SIM card based TE solutions opens up for many different market scenarios for mobile payment services. --

OLEDs AND E-PAPER. Disruptive Potential for the European Display Industry

DG ENTR and JRC/IPTS of the European Commission have launched a series of studies to analyse prospects of success for European ICT industries with respect to emerging technologies. This report concerns display technologies (Organic Light Emitting Diodes and Electronic Paper - or OLEDs and e-paper for short). It assesses whether these technologies could be disruptive, and how well placed EU firms would be to take advantage of this disruption In general, displays are an increasingly important segment of the ICT sector. Since the 1990s and following the introduction of flat panel displays (FPDs), the global display industry has grown dramatically. The market is now (2009) worth about ¿ 100 billion. Geo-politically, the industry is dominated by Asian suppliers, with European companies relegated to a few vertical niches and parts of the value chain (e.g. research, supply of material and equipment). However, a number of new technologies are entering the market, e.g. OLEDs and electronic paper. Such emerging technologies may provide an opportunity for European enterprises to (re-)enter or strengthen their competitive position. OLEDs are composed of polymers that emit light when a current is passed through them. E-paper, on the other hand, is a portable, reusable storage and display medium, typically thin and flexible. Both OLEDs and e-paper have the potential to disrupt the existing displays market, but it is still too soon to say with certainty whether this will occur and when. Success for OLEDs depends on two key technical advances: first, the operating lifetime, and second, the production process. E-paper has a highly disruptive potential since it opens the door to new applications, largely text-based, not just in ICTs but also in consumer goods, pictures and advertising that could use its key properties. It could also displace display technologies that offer text-reading functions in ICT terminals such as tablet notebooks. There are three discrete segments in the OLED value chain where any discontinuity could offer EU firms the opportunity to play a more significant part in the displays sector: (1) original R&D and IPR for devices and for the manufacturing process and material supply/verification; (2) bulk materials for manufacture and glass; and (3) process equipment:. For the e-paper value chain, we can see that the entry of EU suppliers is perhaps possible across more value chain segments than for OLEDs. Apart from the ones mentioned for OLEDs, there are opportunities to enter into complete devices and content provision. In terms of vertical segments, the point of entry in OLED FPDs for Europe is most likely to be in the mass production of smaller FPDs for mobile handsets. In conclusion, OLEDs and e-paper have the potential to disrupt current displays market and in so doing they may enable EU companies to enter at selected points in the value chain to compete with the Asian ICT industry.JRC.J.4-Information Societ

A Comparison of Self-Service Technologies (SSTs) in the U.S. Restaurant Industry: An Evaluation of Consumer Perceived Value, Satisfaction, and Behavioral Intentions

Innovation in technology has been growing rapidly in recent years. Many restaurants have been utilizing different types of self-service technologies (SSTs) to enhance their operations and customer satisfaction. Despite, the rapid spread of SSTs in the restaurant industry, very limited empirical research has been conducted to evaluate the influence of SSTs type on customer dining experience. Therefore, the purpose of this dissertation was to examine the SSTs values that influence restaurant customers\u27 satisfaction and their decision to continue to reuse SSTs. More specifically, this study utilized the Theory of Consumption Values (TCV) to examine consumers\u27 perception of the SST values across different types of restaurant proprietary SSTs (kiosk, tabletop, restaurant mobile app, and web-based SSTs). In order to examine the hypothesized relationships, a quantitative research approach was utilized with the survey research method. An online self-administered questionnaire was developed in Qualtrics for each type of SSTs. The questionnaires were distributed utilizing Amazon mechanical Turk (MTurk). Data was collected in May 2019 from restaurant customers who previously used/experienced one of four SSTs. A total of 619 questionnaires were usable and retained for the data analysis procedures. PLS-SEM and PLS-MGA were utilized to evaluate the conceptual model. The results revealed that emotional values were the most significant SST values that influence customer satisfaction with the restaurant SST experience and continuance intention. SSTs customization features were positively related to customer satisfaction across all the SSTs included in this study. The theoretical and practical implications of the results were discussed as well as the limitations of the study and future research directions