Using self-service technology to reduce customer waiting times

An important perceived benefit of self-service technology has been its potential to reduce customer waiting-times. The purpose of this study was therefore to examine under which conditions the introduction of self-service technology in a service delivery process could reduce actual waiting-times and improve service levels. A simulation study showed that waiting-times and service levels in a hotel check-in process were influenced by the number of resources available to customers, the number of customers arriving to receive service, the processing speed of the self-service kiosk and the failure rate of the self-service kiosk. Specifically, results showed that longer self-service kiosk processing times and higher failure rates led to longer waiting-times, especially when customer demand was high. The authors recommend that service providers considering self-service technology implementation pay careful attention to the design and performance of the self-service technology.     

Self-Service Technology Versus Traditional Service: Examining Cognitive Factors In The Purchase Of The Airline Ticket

This article aims to identify the cognitive factors which influence the consumer attitudes toward the purchase of the airline ticket. We refer to the comparison between the beliefs regarding self-service and the alternative service or traditional service. This study is based on a sample of 739 Spanish undergraduates and their attitudes toward buying an airline ticket. This is the best selling product on the Internet in Spain. We compare the beliefs in two segments—online consumers and offline consumers—regarding each of the two systems for air ticket purchasing: Internet versus traditional travel agency. Hence, in online consumers, control and delivery speed are observed to be differentiating cognitive factors in the use of a self-service system. However, with offline consumers, delivery speed is indicated as a particularly significant cognitive factor in the use of the traditional service system.     

Do airline self-service check-in kiosks meet the needs of passengers?

This study aims to (i) explore the importance and performance of services provided by kiosks and (ii) identify managerial strategies to increase kiosk attractiveness in order to be a viable option for passengers. The service attributes influencing service quality were first determined via the critical incident technique (CIT), following which a questionnaire was designed for data collection. Relative to an identified distribution (Ridit) values were applied to conduct the importance–performance analysis (IPA) rather than the mean values of raw ordinal scores. Our results indicate that potential kiosk users expect their check-in environment to be highly controlled. Airlines may mitigate frequent flyers’ resistance to kiosks by providing additional benefits or seat-selecting privileges. Finally, kiosks are expected to be light and compact, and should be installed near the luggage conveyor belt to provide satisfactory service for both airlines and passengers in the limited space available.     

An Empirical Study of an Online Travel Purchase Intention Model

This study empirically tests a structural model of factors affecting consumers' online purchase intentions for travel products. The findings indicate that information quality, service quality, and system quality are valid measurements to evaluate the quality of travel-oriented website designs. In terms of travelers' perceptions, convenience, value, and merchandise options are three effective measurements of travelers' attitudes toward purchasing travel products online. Quality of travel website design, travelers' attitudes, and customers' satisfaction demonstrate significant influence on travelers' purchase intentions. Travelers' attitudes and customers' satisfaction also serve as strong mediators for the links between quality of travel website design and purchase intentions. Future research can capitalize on this study as a basis to formulate other models or to create a new model to test tactics that can increase travelers' repurchase intentions and strengthening consumers' e-loyalty.     

Risk,uncertainty and the theory of planned behavior: A tourism example

The differential impacts risk and uncertainty have on travel decision-making were explored by examining the constructs' influence on the antecedents of intentions to visit Australia using the theory of planned behavior. Respondents were obtained from online consumer panels in South Korea, China and Japan. The South Korean and Chinese samples were general population samples, while the sample from Japan was an international travelers' sample. The extended model fitted the data well, explaining between 21 and 44 percent of the variance in intentions. Subjective norms and perceived behavioral control significantly impacted on intentions in all country samples, whereas attitudes toward visiting Australia were only significant in Japan. Subjective norms influenced attitudes and perceived behavioral control in all country samples. Finally, perceived risk influenced attitudes toward visiting Australia in South Korea and Japan, while perceived uncertainty influenced attitudes toward visiting Australia in South Korea and China and perceived behavioral control in China and Japan.     

Users’ perceptions of two types of hotel reservation Web sites

Building on the technology acceptance model (TAM), this study examined users’ perceptions of reservation Web sites: hotel-owned and third-party. As an experimental study, this study tested whether a modified variant of the TAM could be used to evaluate users’ perceptions of two different channels for hotel online reservations. Perceived usefulness was a key predictor of users’ attitudes toward using hotel-owned Web sites, while perceived ease of use was a key predictor of users’ attitudes toward using third-party Web sites. Both perceived playfulness and attitudes were two key predictors of users’ intentions to use hotel reservation Web sites. However, no significant differences in users’ perceptions were found between the two types of Web sites. Overall, users had more favorable attitudes and higher intentions to revisit third-party Web sites than hotel-owned Web sites.     

The effect of brand popularity statements on consumers’ purchase intentions: The role of instrumental attitudes toward the act

Marketers increasingly use brand popularity statements in attempts to influence consumers’ purchase decisions. Through the use of two experiments this research finds that a brand's popularity statement exerts a greater positive influence on the purchase intentions of consumers who possess less favorable instrumental attitudes toward the associated act (i.e. useless/foolish/harmful) than on purchase intentions of those consumers who have more favorable instrumental attitudes toward the act (i.e. useful/wise/beneficial). Further, this research also finds that a popularity statement for a brand of which society generally has a less favorable instrumental attitude toward the associated act (e.g. fast food consumption) has a larger positive influence on consumers’ purchase intent than does a popularity statement for a brand of which society generally has a more favorable instrumental attitude toward the associated act (e.g. dining at a casual theme restaurant). These findings suggest that brand popularity statements should be targeted at those consumers who might possess less favorable attitude toward the associated act or can be most effective in sectors in which consumer sentiment is generally low (e.g. the fast food sector).     

Do online hotel rating schemes influence booking behaviors?

Travelers’ hotel booking behaviors increasingly depend on peers' opinions and online ratings. This study investigates the effects of online hotel ratings on travelers' attitudes toward the hotel and booking intentions, using a 2 × 2 experimental research design. The results suggest that online rating lists are more useful and credible when published by well-known online travel communities (e.g., TripAdvisor). More favorable attitudes toward a hotel and higher booking intentions emerge when the hotel appears in best hotels lists. Finally, for the entries on best hotels lists, better attitudes and higher booking intentions result if the list is published on a well-known online travel community (Tripadvisor), whereas for entries on a worst hotel list, attitudes and booking intentions decrease even further if the list appears on TripAdvisor.     

Behavioral responses of 3S tourism visitors: Evidence from a Mediterranean Island destination

This empirical research deepens the current knowledge of tourism destination images by conceptualizing the effects of sun, sand, and sea (3S) tourism. The study investigates its impact on tourist attitude toward 3S tourism. This project also examines the impact of attitudes toward 3S tourism on visit intentions and word-of-mouth intentions as two behavioral outcomes. The study focuses on the mental representations of 3S tourism by tourists. Destination images (mental representations of destinations) can be defined, operationalized, and measured in a variety of ways; this study investigates the images and attitudes held by tourists toward 3S tourism in Cyprus, along with their desired behavioral responses. In the study, 410 survey questionnaires were administered to tourists during the summer of 2017. The results revealed that images of 3S tourism had a positive impact on tourist attitudes. Visit intentions and word-of-mouth intentions were enhanced by improving tourists' attitudes toward 3S tourism.     

Online Shopping of Travel Products: A Study of Influence of Each Dimension of travelers' Attitudes and the Impact of travelers' Online Shopping Experiences on Their Purchase Intentions

This study examines the impact of three attributes (perception of convenience, perception of merchandise options, and perception of value) on travelers' attitudes toward different online agencies online shopping for travel products and the impact of online shopping experiences on their online purchase intentions. The collected data arises from an Internet survey of registered members of an online travel service company that caters to leisure travelers. The study finds that perceptions of convenience and value are two valid dimensions that measure travelers' attitudes. Findings also confirm that those two attitudes' attributes and travelers' online shopping experiences exert significant influence on their online purchase intentions. Travelers have a more positive attitude toward travel portal websites than toward companies' branded websites in terms of perception of convenience, perception of merchandise options, and perception of value.     

Deploying Self-Service Technology in Luxury Hotel Brands: Perceptions of Business Travelers

Traditional brick-and-mortar companies are embracing the use of self-service technology (SST) to enhance the services they offer and to gain customer loyalty. The objectives of doing so are to stay at the forefront of today’s marketplace and improve service, efficiency, and profitability. However, SST directly eliminates the traditional service encounter from which luxury hotels benefit. With the rising popularity of SST and benefits it brings to both hoteliers and customers contradicting the importance of the personal service encounter to luxury hotel brands, it is critical for hoteliers to learn about the importance of SST and luxury brand identity in order to bring the greatest satisfaction to both parties. This article examines business travelers’ perceptions of SST adoption by luxury hotel brands in Hong Kong. The results emphasize the importance of both personal service and SST in satisfying customer needs and in increasing profitability.     

How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions

Smart hotel is a novel concept in the hospitality industry, and few studies have examined hotel consumers’ intentions to visit smart hotels. This study investigates the relationship between technology readiness (TR) and technology amenities (TA) as antecedents to visiting intentions, using an extended technology acceptance model (TAM). Based on an online survey with 648 valid responses, the results indicate that perceived ease of use and perceived usefulness are correlated with TA, but not with TR. Furthermore, TR affects intentions to visit smart hotels, but TA does not. The findings enrich the hospitality literature and have practical implications for hospitality marketers designing technology-related marketing strategies to maintain competitiveness. This study contributes to raising awareness of the importance of technological amenities and services for the future visiting intentions of hotel consumers.     

Perceptions of determinants of job selection in the hospitality and tourism industry: The case of Korean university students

ABSTRACT

This study explores the key factors influencing potential employees in the hospitality and tourism industry and examines whether causal relationships between behavioral attitudes, subjective norms, and perceived behavioral control influence students' job selection. The study suggests that the career decision-making process is related to job selection. A total of 307 responses were analyzed. The results explain individual students' attitudes toward a behavior and perceived behavioral control in the context of their job selection. Attitudes toward a behavior and job selection had significant effects on career decisions. On the other hand, opinions of significant others had no significant effect. Perceived behaviors required to decide on jobs had a significant effect on job selection intentions. Students with internship experience were likely to form positive attitudes toward the hospitality and tourism industry, suggesting internships to be a useful source of a stronger relationship between the industry and job aptitudes of students in hospitality and tourism programs. The results have important implications.     

Structural effects of cognitive and affective reponses to web advertisements,website and brand attitudes,and purchase intentions: The case of casual-dining restaurants

This study investigates the structural relationships among responses to website advertisements, website attitudes, brand attitudes, and purchase intentions in the case of web advertisements for casual-dining restaurants. Responses toward advertising (Rad) factors were categorized as cognitive responses and affective responses. The SEM model in LISREL was used to examine the interrelationships among the proposed hypothesized constructs. Several empirical results were obtained. First, Rad had a positive effect on website attitudes. Second, website attitudes had a positive effect on brand attitudes. Third, brand attitudes had a positive effect on purchase intentions. Finally, some discussion and implications of the study are provided.     

Wearable technology in service delivery processes: The gender-moderated technology objectification effect

In the current research, we investigate how employees’ adoption of wearable technology (i.e., a front-line employee using Google Glass for a hotel check-in) influences consumers’ service encounter evaluations and revisit intentions. Building on the theoretical frameworks of technology objectification effect, person sensitivity bias and gender stereotypes, we find that wearable technology has a differential impact on service evaluations based on the employee's gender. Study 1 demonstrates that for female employees, the adoption of wearable technology leads to more favorable customer evaluations in service failure encounters. Study 2 shows that for male employees, the adoption of wearable technology leads to less favorable customer evaluations in service success encounters. We discuss theoretical and managerial implications of these findings.     

Antecedents of loyalty toward rural hospitality enterprises: The moderating effect of the customer's previous experience

This paper aims to identify the consumer behavior variables and the moderating effect of customers’ previous experience that generate greater customer loyalty toward rural hospitality enterprises. A model is proposed that encompasses the moderating effect of customer experience on the relationships between: the functional and affective perceived value of the firm's offer; the firm's reputation; and customer satisfaction – and the effect of these variables on loyalty-driven behaviors (recommendation and repurchase intentions). The work finds that functional and affective perceived value influence reputation and satisfaction, and that this effect is moderated by the customer's experience. When they have prior experience of the firm, affective perceived value takes precedence over functional perceived value. However, functional perceived value constitutes the most valued element when customers are using the services of the firm for the first time. Reputation and satisfaction are also found to contribute to the generation of better recommendation and repurchase intentions.     

Effects of Picture Presentations on Customers' Behavioral Intentions on the Web

SUMMARY

As the Web is becoming a major communication channel to bridge hotels and customers, great marketing efforts have been made to attract new customers and repeat business. A wide variety of studies have been conducted to identify factors that could affect customers' purchase behavior on the Web. Little research, however, has been documented that assessed the effects different pictures presented on the Web had on customers' online purchase behavior. Based on the content analyses with 203 existing hotel Websites, this study examined the potential effects of Website format, Website contents, and Website realism on customers' behavioral intentions. Results indicate that the content and realism of picture presentations are important predictors of customers' attitudes toward the Website. The attitudes appear to be a strong predictor of behavioral intentions on the Web. Suggestions and implications are included for the lodging industry and future research.     

Cultural tourism and temples: Content construction and interactivity design

Cultural and creative industries have a crucial role in the postindustrial knowledge economy. However, our understanding of the importance of temples in connecting people with society is limited. To fill this gap, this study explores points of interest for tourists in Taiwan to analyse the design of cultural interest operation modes in temples' interactive kiosk interfaces. We also examine three cultural levels related to the design of interactive kiosks in temples. Results reveal that participants’ levels of interest vary depending on temple complexity. Most participants prefer animated presentations of content related to two- and three-dimensional murals and the history and origins of temples. We illustrate how to develop a process for designing cultural and creative digital products. We construct a flowchart for guided temple tours and present an effective and suitable design method and its prototype product. Implications for the revitalisation of historic sites to create new value are discussed.     

The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality

The current study provides and tests an integrated model that examines two relationship quality constructs (overall customer satisfaction, customer-company identification) as mediating variables between Chinese tourists' lodging service quality perceptions and two outcomes (repurchase intentions, subjective well-being). The results of a study with domestic Chinese hotel guests (n = 451) provide support for the proposed model. Specifically, the results indicate that overall customer satisfaction fully mediates the relationship between perceived service quality and repurchase intentions and subjective well-being, respectively. Customer-company identification partially mediates the relationship between perceived service quality and repurchase intentions and subjective wellbeing, respectively. We provide empirical validation that customers do, indeed, identify with hospitality providers, and this, in-turn, provides positive consequences for both the service provider (i.e., repurchase intentions) and the customer (i.e., subjective well-being). Managerial implications are provided, limitations noted, and future research directions suggested.     

When tradition meets the new technology: An examination of the antecedents of attitudes and intentions to use mobile devices in private clubs

Mobile technology increasingly permeates the social fabric of the contemporary society and the business models of hospitality organizations, including the private club industry. Using data from a nationwide sample of members of private clubs in the United States, this research examined the manner in which system beliefs (i.e., usefulness, ease of use), subjective norms, and facilitating conditions influence club members’ attitudes and intentions to use mobile devices to make reservations for activities/facilities in private clubs. It was found that usefulness and subjective norms have an impact in developing attitudes, which in turn influence club members’ intentions to use mobile devices in clubs. Being the first study to examine the development of attitudes and intentions toward mobile technology in a club context, this study brings important theoretical and practical contributions.