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

Managed ecosystems of networked objects

Small embedded devices such as sensors and actuators will become the cornerstone of the Future Internet. To this end, generic, open and secure communication and service platforms are needed in order to be able to exploit the new business opportunities these devices bring. In this paper, we evaluate the current efforts to integrate sensors and actuators into the Internet and identify the limitations at the level of cooperation of these Internet-connected objects and the possible intelligence at the end points. As a solution, we propose the concept of Managed Ecosystem of Networked Objects, which aims to create a smart network architecture for groups of Internet-connected objects by combining network virtualization and clean-slate end-to-end protocol design. The concept maps to many real-life scenarios and should empower application developers to use sensor data in an easy and natural way. At the same time, the concept introduces many new challenging research problems, but their realization could offer a meaningful contribution to the realization of the Internet of Things

The perks and downsides of being a digital prosumer: optimistic and pessimistic approaches to digital prosumption

The recent evolution of users’ position and agency in digital environments absorbs the attention of several scholars in different fields of study. Users’ new ontological status as prosumers, simultaneously producers and consumers, and their role regarding productive paradigms has raised a lot of contrasting opinions. Different discursive techniques are employed to investigate production practices in digital worlds and are often crafted with the conventions of utopian and anti-utopian approaches. Nevertheless, the adoption of optimistic or pessimistic analytical and rhetorical strategies appears to be prejudiced towards the study of emerging online practices. In reality, the analysis of positive and negative approaches to productive paradigms in digital environments results in the detection of their limitations in reaching a comprehensive understanding of the investigated phenomena. Therefore, the adoption of a more neutral perspective is suggested, one that could potentially foster a holistic approach and therefore a broader and deeper comprehension of the analyzed phenomena

Questions related to Bitcoin and other Informational Money

A collection of questions about Bitcoin and its hypothetical relatives Bitguilder and Bitpenny is formulated. These questions concern technical issues about protocols, security issues, issues about the formalizations of informational monies in various contexts, and issues about forms of use and misuse. Some questions are formulated in the more general setting of informational monies and near-monies. We also formulate questions about legal, psychological, and ethical aspects of informational money. Finally we formulate a number of questions concerning the economical merits of and outlooks for Bitcoin.Comment: 31 pages. In v2 the section on patterns for use and misuse has been improved and expanded with so-called contaminations. Other small improvements were made and 13 additional references have been include