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Article
Publication date: 24 June 2021

Vincent Ting Pong Cheng and Renyu Guo

Technology-based innovation (TBI) is a primary approach across the hospitality industry to improve customer experience. It is essential to know the critical factors that affect…

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Abstract

Purpose

Technology-based innovation (TBI) is a primary approach across the hospitality industry to improve customer experience. It is essential to know the critical factors that affect consumers’ acceptance of hotels’ TBI. The effect of consumers’ attitudes toward technology is hypothesized to affect the acceptance of TBI besides commonly used technology acceptance models.

Design/methodology/approach

A model of attitudes toward technology influence on TBI was constructed and tested by inviting participants to watch a video of a keyless check-in process of a leading hotel chain and then completed a questionnaire. The attitudes toward technology were measured using the technology adoption propensity (TAP) scale.

Findings

Attitudes toward technology strongly affect the hotel’s booking intention (BI) used as a proxy for consumers’ acceptance of hotels’ TBI. However, attitudes toward technology can only influence BI through the mediating variables of trust and curiosity.

Practical implications

The findings provide useful insights, encouraging hotels to positively enhance consumers’ attitudes toward technology when introducing TBI services.

Originality/value

Most research on the acceptance of e-commerce technology focuses on consumers’ resulting attitudes or emotions using the products or services. In contrast, this study investigates the effect of consumers’ attitudes toward technology on accepting hotels’ TBI service. The study demonstrated that attitudes toward technology substantially impact the acceptance of hotels’ TBI service. Furthermore, the study provides empirical support on the use of the TAP scale in complex TBI services.

研究目的

科技创新(TBI)在酒店业提高消费者体验的实践中属于首选方法。了解哪些影响消费者接受酒店TBI的因素至关重要。本论文假设, 除了常用的科技接受模型以外, 消费者对科技的态度会影响到TBI接受度。

研究设计/方法/途径

本论文开发了一个关于对科技的态度作用于TBI的模型, 并邀请受访者观看在一家行业尖端的连锁酒店中采用无钥匙登记流程的VCR, 然后完成调研问卷。本论文采用科技接纳量表TAP来衡量消费者对科技的态度。

研究结果

科技态度对酒店订房意图, 作为消费者接受酒店TBI接受度的代表, 有很大的影响。然而, 科技态度只通过信任和好奇感两个中介变量来实现订房意图。

研究实践启示

研究结果提供有用见解, 鼓励酒店通过介绍TBI服务积极增强消费者对科技的态度。

研究原创性/价值

大多数研究电子商务接受度的文章往往专注在消费者使用产品或服务的态度变化或者情感倾向。相反, 本论文研究消费者对科技的态度作用于消费者接受酒店TBI服务的态度。本论文证明了对科技的态度显著影响了酒店TBI服务接受度。此外, 本论文还提供实践证明采用TAP量表来研究TBI服务的文章。

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Open Access
Article
Publication date: 7 December 2023

Álvaro Saavedra, Raquel Chocarro, Mónica Cortiñas and Natalia Rubio

This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome…

Abstract

Purpose

This paper aims to understand how the perceived usefulness of voice assistants (VAs) is affected by the perceived quality of the process (interaction) and the outcome (information). The authors also aim to determine the extent to which the perceived usefulness of VAs improves the perceived privacy associated with their use and increases users’ intention to continue using them. Consumer technology innovativeness is included as a personal trait moderator, to compare the results between tech and nontech innovators. For this purpose, the authors use the framework of the uses and gratifications theory (U&GT).

Design/methodology/approach

A survey of 467 VA users was conducted and structural equation modeling was used to analyze the data.

Findings

The authors identify two main determinants of the perceived usefulness of VAs that influence users’ intention to continue using this technology, process quality and outcome quality. These two factors influence the continued use of VAs in different ways depending on the technology innovativeness of the consumers. The results show that tech innovators are oriented toward the interactive experience, and therefore, mainly value the process quality. In addition, nontech innovators are oriented toward a satisfactory response from VAs, and therefore, primarily value the outcome quality. In addition, the positive effect of perceived usefulness on perceived privacy is higher for tech innovators.

Originality/value

This study enhances the literature on the perceived usefulness of VAs within the framework of U&GT. It identifies two antecedents (process quality and outcome quality) of perceived usefulness and observes significant differences based on technological innovativeness.

Originality/value

This study enhances the literature on the perceived usefulness of VAs within the framework of U&GT. It identifies two antecedents (process quality and outcome quality) of perceived usefulness and observes significant differences based on technological innovativeness.

Objetivo

Este artículo tiene como objetivo entender cómo la utilidad percibida de los Asistentes de Voz (AV) se ve afectada por la calidad percibida del proceso (interacción) y el resultado (información). Asimismo, busca determinar hasta qué punto la utilidad percibida de los AVs mejora la privacidad percibida asociada con su uso y, consecuentemente, la intención de los usuarios de seguir utilizándolos. La innovación tecnológica se incluye como moderador personal para comparar los resultados entre innovadores tecnológicos y no tecnológicos. Para este propósito, utilizamos la Teoría de Usos y Gratificaciones (U&GT).

Diseño

Se realizó una encuesta a 467 usuarios de AVs, y se utilizó la modelización de ecuaciones estructurales (SEM) para analizar los datos.

Resultados

La calidad del proceso y la calidad del resultado son antecedentes claros de la utilidad percibida de los AVs, que afecta a la intención de los usuarios de seguir usándolos. La influencia de ambos factores difiere entre usuarios según su nivel de innovación tecnológica. Los resultados muestran que los innovadores tecnológicos valoran más la experiencia interactiva y la calidad del proceso, mientras que los no innovadores tecnológicos se enfocan en obtener respuestas satisfactorias de los AVs. Además, la influencia positiva de la utilidad percibida en la privacidad percibida es más pronunciada en los innovadores tecnológicos.

Originalidad

Este estudio enriquece la literatura sobre la utilidad percibida de los AVs dentro del marco de la U&GT. Identifica dos factores previos (calidad del proceso y calidad del resultado) de la utilidad percibida y observa diferencias significativas basadas en la innovación tecnológica.

目的

本文旨在了解语音助手(VAs)的感知有用性如何受到过程(交互)和结果(信息)的感知质量的影响。我们还旨在确定语音助手的感知有用性在多大程度上改善了与使用语音助手相关的感知隐私, 并提高了用户继续使用语音助手的意愿。我们将消费者的技术创新性作为个人特质调节因素, 以比较技术创新者和非技术创新者的结果。为此, 我们使用了 “使用与满足理论"(U&GT)框架。

设计/方法/途径

我们对 467 名增值服务用户进行了调查, 并使用结构方程模型(SEM)对数据进行了分析。

研究结果

我们确定了影响用户继续使用该技术意向的虚拟机构感知有用性的两个主要决定因素:(1)过程质量和(2)结果质量。根据消费者的技术创新能力, 这两个因素以不同的方式影响着虚拟现实技术的持续使用。结果显示, 技术创新者以互动体验为导向, 因此主要看重过程质量。此外, 非技术创新者倾向于从虚拟机构获得令人满意的回应, 因此主要看重结果质量。此外, 对于科技创新者来说, 感知有用性对感知隐私的积极影响更大。

价值

本研究在 U&GT 框架内加强了有关虚拟机构感知有用性的文献。它确定了感知有用性的两个前因(过程质量和结果质量), 并观察到了基于技术创新性的显著差异。

Article
Publication date: 19 July 2021

Nan Hua, Tingting Zhang, Melissa F. Jahromi and Agnes DeFranco

This study aims to investigate the impact of the speed of change (trend) in information technology (IT) expenditures on performance risk indicated by revenue volatility in the US…

Abstract

Purpose

This study aims to investigate the impact of the speed of change (trend) in information technology (IT) expenditures on performance risk indicated by revenue volatility in the US hotel industry.

Design/methodology/approach

To systematically investigate the impacts of IT expenditures on hotel performance risks, this study collects the same store proprietary data of 1,471 hotel properties from CBRE, a leading hotel consulting firm in the USA, from 2011 to 2017, with a total of 10,297 observations.

Findings

Econometric analyses are performed and results indicate a significant and positive impact of the speed of change of IT systems expenditures on the performance risk after comprehensively controlling for confounding factors following prior research.

Originality/value

With the increased importance of IT in day-to-day activities, hospitality business owners have started to quickly adjust their investment in IT infrastructure and superstructure to enhance their business performance. However, their fast-changing expenditures may introduce more risks to their businesses based on the speed–accuracy tradeoff, systems theory and the Schumpeterian Growth Model. This study is one of the pioneer projects that ever assessed the impact of IT expenditure and speed of change on performance risks of hotels.

研究目的

科技创新(TBI)在酒店业提高消费者体验的实践中属于首选方法。了解哪些影响消费者接受酒店TBI的因素至关重要。本论文假设, 除了常用的科技接受模型以外, 消费者对科技的态度会影响到TBI接受度。

研究设计/方法/途径

本论文开发了一个关于对科技的态度作用于TBI的模型, 并邀请受访者观看在一家行业尖端的连锁酒店中采用无钥匙登记流程的VCR, 然后完成调研问卷。本论文采用科技接纳量表TAP来衡量消费者对科技的态度。

研究结果

科技态度对酒店订房意图, 作为消费者接受酒店TBI接受度的代表, 有很大的影响。然而, 科技态度只通过信任和好奇感两个中介变量来实现订房意图。

研究实践启示

研究结果提供有用见解, 鼓励酒店通过介绍TBI服务积极增强消费者对科技的态度。

研究原创性/价值

大多数研究电子商务接受度的文章往往专注在消费者使用产品或服务的态度变化或者情感倾向。相反, 本论文研究消费者对科技的态度作用于消费者接受酒店TBI服务的态度。本论文证明了对科技的态度显著影响了酒店TBI服务接受度。此外, 本论文还提供实践证明采用TAP量表来研究TBI服务的文章。

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 3 September 2020

Ngan Tuyet Truong, Duy Dang-Pham, Robert James McClelland and Mathews Nkhoma

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation…

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Abstract

Purpose

This paper aims to propose a conceptual framework to investigate the influences of innovative services on customer satisfaction and behavioural intentions. As service innovation has been focusing on the influences of product and technology innovation, this paper provides another insight into service innovation.

Design/methodology/approach

The proposed conceptual framework is based on findings from reviewing key theories and concepts, together with relevant literature in the service operation management, service innovation and hospitality management.

Findings

The proposed conceptual framework can be used to test empirically and explicate customer satisfaction and behavioural intentions towards service innovation of the hospitability operations. There are seven determinants can influence customer satisfaction: innovative mechanic clues, innovative humanic clues and innovative functional clues to influence customer transaction-specific satisfaction; complexity, meaningfulness, novelty and affordability to influence customer overall satisfaction. Customer expectation is formed by social factors, information, knowledge and their need to influence their actual perception, and the comparison between customers’ expectation and actual perception cause their satisfaction. The relationships amongst transaction-specific satisfaction, overall satisfaction and behavioural intentions can explain customer satisfaction comprehensively as a process of before, during and after their perception.

Practical implications

This paper highlights the importance of innovative service delivery and customers’ evaluation to contribute to creating service innovation. A synthetic definition of service innovation emphasised can help practitioners to define key determinants to effectively influence customer satisfaction and their behavioural intentions. Thus, marketing strategy aligned with operation management, can be practised appropriately.

Originality/value

This study provides key determinants to influencing customer satisfaction of service innovation through innovative service delivery in the hospitality operation, based on key theories and relevant literature.

服务创新、顾客满意度、和行为意向:一个理论模型研究目的

本论文建立一个理论模型, 以研究创新型服务对顾客满意度和行为意向的影响。随着服务创新逐渐成为产品科技创新的焦点, 本论文针对服务创新提出一个新的角度。

研究设计/方法/途径

本论文采用审阅服务运营管理、服务创新、和酒店管理的关键理论和概念, 提出理论模型。

研究结果

本论文提出的理论模型可以进行实际测试, 以检测酒店运营中服务创新相关的顾客满意度和行为意向。研究表明, 影响顾客满意度的因素有七个:创新性硬件因子、创新性人文因子、创新性功能性因子以影响顾客交易方面的满意度、复杂性、有意义性、新意、以及可负担度以决定整体顾客满意度。顾客期待是由社会因子、信息、知识、和其影响实际感官的需求、以及顾客期待和实际感知之间的差别。交易性满意度、整体满意度、和行为意向之间的关系能够全面解释顾客满意度, 其在感知前、中、和后的过程中。

研究实际意义

本论文强调了创新性服务流程和顾客评价对服务创新的重要性。本论文综合文献给出服务创新的概念能够帮助从业人员找到有效影响顾客满意度和行为意向的关键因素。因此, 制定出配合运营管理中的营销策略。

研究原创性/价值

本论文根据审视关键理论和相关文献, 提出了酒店运营中营销服务创新的顾客满意度关键因素。

Article
Publication date: 12 March 2018

Omar Alsetoohy and Baker Ayoun

This paper aims to empirically investigate the influence of the intelligent agent technology (IAT) on hotels’ food procurement practices (FPPRs) and food procurement performance…

1141

Abstract

Purpose

This paper aims to empirically investigate the influence of the intelligent agent technology (IAT) on hotels’ food procurement practices (FPPRs) and food procurement performance (FPP). The study also explores the influence of FPPR on FPP in hotels.

Design/methodology/approach

Data from a survey of managers at luxury hotels in Florida, which yielded an effective sample of 78, were subjected to partial least squares structural equation modeling analysis.

Findings

IAT usage has statistically significant positive effect on both FPPR and FPP. Additionally, the results indicated that PPR has a positive influence on FPP.

Research limitations/implications

The study provided academia with a comprehensive review of the prior research on IAT benefits in food supply chain management (FSCM) and a comprehensive explanation of how the hotel FPPR are being performed by IAT. It also offers industry and technology specific insights.

Practical implications

Hotel managers should pay more attention to IAT application regarding the FPPR, specifically gathering information, supplier contract, contacting, requisitioning and intelligence and analysis. Moreover, hotel managers should enhance their employees’ abilities to be technology-oriented to maximize IAT benefits in FPP.

Originality/value

The results represent an extension to the technological innovation literature of the hospitality industry to bridge the gap of IAT in hotel FP. The framework used in the study serves as a foundation for future research studies in the hospitality industry, in FSCM in particular.

研究目的

本论文旨在研究智能代理科技(IAT)对于酒店食品采购实践(FPPRs)和食品采购效益(FPP)的作用与影响。本论文还探索了酒店业中FPPR对于FPP的作用与影响。

研究设计/方法/途径

本论文采用问卷采样形式,佛罗里达州豪华酒店经理为问卷样本,有效样本数量为78份。本论文采用偏最小二乘回归(PLS-SEM)的样本数据分析方法来分析数据。

研究结果

IAT对于FPPR和FPP有着积极有效的促进作用。此外,研究结果还表明PPR对于FPP有着积极促进作用。

研究理论限制/意义

本论文对IAT在FSCM领域以及酒店FPPR如何受到IAT技术的促进作用,进行全面理论概述。本论文还为酒店行业和科技领域提供了独到见解。

研究实践意义

酒店经理应该多关注IAT在FPPR领域的应用,特别是在搜集信息、供应商合作、采购、以及智能分析方面。此外,酒店经理应该加强酒店员工对于科技的敏感和熟识度,以最大限度发挥IAT在FPP领域的效用。

研究原创性/价值

本论文扩展了科技创新领域的文献,主要展示了IAT在酒店FP领域的应用。本论文采用的理论框架可以作为未来酒店业研究,特别是在FSCM领域研究的理论基础。

关键词

智能代理科技,食品采购实践,食品采购效益,供应链管理,豪华酒店

Details

Journal of Hospitality and Tourism Technology, vol. 9 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 19 June 2019

Wei Wei

This paper aims to examine the main developments of virtual reality (VR) and augmented reality (AR) research in hospitality and tourism. It also aims to pinpoint fruitful…

8485

Abstract

Purpose

This paper aims to examine the main developments of virtual reality (VR) and augmented reality (AR) research in hospitality and tourism. It also aims to pinpoint fruitful directions for tourism and hospitality research on VR and AR applications.

Design/methodology/approach

A selective literature review of full-length papers published in the period from 2000 to 2018 was conducted. A total of 60 journal papers were retrieved and thoroughly reviewed.

Findings

This paper first presents a summary of the distribution of published papers. Then, this paper synthesizes the stimuli, dimensions and consequences of VR/AR-related user behavior experience, upon which a theoretical framework is developed. Additionally, this paper provides a detailed report for the progress on the theories and research methodologies, offering a useful background concerning what remains to be achieved. Finally, this paper puts forward fruitful directions for advancing the current understanding of VR/AR and its management.

Practical implications

This research presents diverse positive outcomes of using VR/AR technologies, which encourage industry practitioners such as destination marketing organizations (DMOs) and marketing firms to incorporate recent technological developments into their strategic plans.

Originality/value

This paper represents one of the first endeavors that critically reviews research progress on VR/AR in tourism and hospitality from 2000 to 2018. Not only are information technology researchers provided with a comprehensive guide to the latest, influential VR/AR literature but also the proposals of wide-ranging directions for future research would stimulate further investigation of VR/AR.

研究目的

本论文研究旅游酒店业在VR和AR研究的主流发展情况。此外, 本论文还指出AR和VR在旅游酒店应用的未来发展方向。

研究设计

研究样本为2000年至2018年发表的文章选集, 共60篇研究文献。

研究结果

本论文首先总结了发表文章的分布情况。其次, 本论文总结了VR/AR相关行为体验研究的起因、方向、以及影响, 并开发了一个理论架构。此外, 本论文还对相关理论和方法进行总结, 从而指出哪些方面需要进一步研究。最后, 本论文还为如何进一步加深对VR/AR及其管理的理解做出指示性说明。

研究实际意义

本论文展示了多个不同层面的使用VR/AR科技的积极影响, 从而鼓励行业者如DMOs和营销机构来应用最近科技创新来完善战略决策。

研究价值

本论文是前沿研究著作之一, 对VR/AR在旅游酒店行业2000年至2018年文献进行梳理的文章。这不仅仅对科技研究学者对信息技术研究、VR/AR文献做了全面梳理, 还对未来VR/AR研究提出多角度全面的启发。

关键词

虚拟现实 、增强现实 、酒店管理 、旅游管理 、科技 、述评

纸张类型 - 文献综述

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 28 August 2021

Eleonora Pantano and Dimitrios Stylidis

Patenting behaviour in the tourism sector has received little academic attention due to a wider belief that innovation in tourism commonly involves improving the services in ways…

Abstract

Purpose

Patenting behaviour in the tourism sector has received little academic attention due to a wider belief that innovation in tourism commonly involves improving the services in ways that are hardly patentable. This paper aims to address this oversight by focusing on patent analysis as means to evaluate the innovation trends in tourism.

Design/methodology/approach

Building on an analysis of historical series of patents worldwide from 1996 to 2016, this paper explores the trends in the tourism sector by focusing on audio-visual technologies. The study used an evaluation of the 8,785 emerging patents, in terms of co-occurrences, applying hierarchical cluster analysis, factor analysis and multidimensional scaling.

Findings

The findings suggest that there is a gradually increasing interest in innovation in tourism, which is growing faster than most of the other sectors explored here such as transportation and pharmaceuticals. The outputs also reveal the inventive effort of tourism industry in new technologies for developing utility models for tourists.

Originality/value

The study contributes to tourism theory and practice by offering an overview of current/future applications of new technologies in tourism along with future trends, and mapping the main areas that these technologies might affect.

论新科技和旅游业的创新:音频-视频专利科技的实证

研究目的

因为旅游业创新常常涉及到服务, 被认为很难专利, 所以旅游业中的专利行为获得很少的科研关注。本论文旨在专注在专利分析来评估旅游的创新趋势。

研究设计/方法/途径

研究样本数据为1996年至2016年的全世界专利信息, 本论文主要集中研究音频-视频科技的探索旅游业的趋势。本论文分析了8785份专利, 分析方法包括共现、层次聚类、因子分析、以及多维标度。

研究结果

研究结果表明, 旅游业中对创新的关注越来越强, 相较于其他行业, 比如交通和制药业。研究结果还表明旅游业中对新科技的奖励力度有利于开发为游客的新模型。

研究原创性/价值

本论文对旅游理论和实践都有贡献, 对旅游业新科技的现行/未来的应用, 以及旅游业的未来趋势, 以及映射这些科技主要影响的领域, 都有全面的审阅。

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 1 September 2022

Qilan Li, Zhiya Zuo, Yang Zhang and Xi Wang

Since the opening of China (aka, reform and opening-up), a great number of rural residents have migrated to large cities in the past 40 years. Such a one-way population inflow to…

Abstract

Purpose

Since the opening of China (aka, reform and opening-up), a great number of rural residents have migrated to large cities in the past 40 years. Such a one-way population inflow to urban areas introduces nontrivial social conflicts between urban natives and migrant workers. This study aims to investigate the most discussed topics about migrant workers on Sina Weibo along with the corresponding sentiment divergence.

Design/methodology/approach

An exploratory-descriptive-explanatory research methodology is employed. The study explores the main topics on migrant workers discussed in social media via manual annotation. Subsequently, guided LDA, a semi-supervised topic modeling approach, is applied to describe the overall topical landscape. Finally, the authors verify their theoretical predictions with respect to the sentiment divergence pattern for each topic, using regression analysis.

Findings

The study identifies three most discussed topics on migrant workers, namely wage default, employment support and urban/rural development. The regression analysis reveals different diffusion patterns contingent on the nature of each topic. In particular, this study finds a positive association between urban/rural development and the sentiment divergence, while wage default exhibits an opposite relationship with sentiment divergence.

Originality/value

The authors combine unique characteristics of social media with well-established theories of social identity and framing, which are applied more to off-line contexts, to study a unique phenomenon of migrant workers in China. From a practical perspective, the results provide implications for the governance of urbanization-related social conflicts.

Details

Internet Research, vol. 33 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 8 January 2019

Eugene Ch’ng, Shengdan Cai, Tong Evelyn Zhang and Fui-Theng Leow

The purpose of this paper is to present the rationale for democratising the digital reproduction of cultural heritage via “mass photogrammetry”, by providing approaches to…

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Abstract

Purpose

The purpose of this paper is to present the rationale for democratising the digital reproduction of cultural heritage via “mass photogrammetry”, by providing approaches to digitise objects from cultural heritage collections housed in museums or private spaces using devices and photogrammetry techniques accessible to the public. The paper is intended as a democratised approach rather than as a “scientific approach” for the purpose that mass photogrammetry can be achieved at scale.

Design/methodology/approach

The methodology aims to convert the art of photogrammetry into a more mechanical approach by overcoming common difficulties faced within exhibition spaces. This approach is replicable and allows anyone possessing inexpensive equipment with basic knowledge of photogrammetry to achieve acceptable results.

Findings

The authors present the experience of acquiring over 300 3D models through photogrammetry from over 25 priority sites and museums in East Asia. The approach covers the entire process from capturing to editing, and importing 3D models into integrated development environments for displays such as interactive 3D, Virtual Reality and Augmented Reality.

Practical implications

The simplistic approach for democratised, mass photogrammetry has implications for stirring public interests in the digital preservation of heritage objects in countries where museums and cultural institutions have little access to digital teams, provided that Intellectual Property issues are cared for. The approach to mass photogrammetry also means that personal cultural heritage objects hidden within the homes of various societies and relics in circulation in the antiques market can be made accessible globally at scale.

Originality/value

This paper focuses on the complete practical nature of photogrammetry conducted within cultural institutions. The authors provide a means for the public to conduct good photogrammetry so that all cultural heritage objects can be digitally recorded and shared globally so as to promote the cross-cultural appreciation of material cultures from the past.

Details

Journal of Cultural Heritage Management and Sustainable Development, vol. 9 no. 1
Type: Research Article
ISSN: 2044-1266

Keywords

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