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Research abounds highlighting the differences between males and females when they travel. Even in business travel, these differences have been acknowledged, with suppliers and marketers spending significant money to develop and market products to accommodate them. The purpose of this study is to ascertain whether differences exist in terms of mobile application usage between male and female business travellers.

A mixed method approach is followed. An internet-based survey is distributed and in-depth interviews conducted with South African business travellers. The Mann–Whitney U-test is used to test the differences between males and females and their mobile application usage. Content analysis is used to analyse the interviews.

The results show that mobile applications are perceived as more important by females than males in all the phases of the travel cycle, although most of these differences in perceived importance were not significant.

Owing to the online data-collection method and the self-selective process, the findings cannot be generalised to the global population of business travellers who use mobile applications.

The results should caution corporate organisations, travel management companies and their application developers not to spend unnecessary technological and financial resources on developing applications to accommodate differences between males and females, which might not exist. Companies should rather spend money on developing applications that will enhance and add convenience to the business traveller’s experience.

The main contribution of this study lies in investigating the applications market, particularly in the context of business travel. Applications focussed on specific sectors of the tourism industry, such as business travel applications, serve business travellers differently from generic travel applications. This research examines business travel-specific applications and expands the scale and scope of the enquiry, concentrating on the travellers’ view.

本论文主要研究男人和女人在旅游中的行为区别。特别是在商务旅游中, 男女差别确实存在, 这也验证了供应商和营销商在开发营销产品中的针对性和区别性。本论文旨在验证是否男女商务旅游者对使用移动APP存在区别。

本论文采用混合采样方法。采样方式通过网络问卷和深度访谈, 采样群体为南非商务游客。本论文采取Mann–Whitney U检验来测试男女在移动APP使用上的区别。本论文还采取文本分析法来分析访问数据。

研究结果表明女性游客在各个旅游阶段都比男性游客对移动APP更看重, 而这些区别在统计计算上并没有获得显著效果。

由于线上采样和自助问卷的采样限制, 研究结果不能推广到全球商务旅客对于使用移动APP的态度。

研究结果可以警示企业机构、旅游管理公司、以及APP开发商不要花费不必要的科技和财力资源来迎合男女受众的需求。因为这个区别可能不存在。公司应该花费财力在开发APP上, 使得商旅客人的使用体验更加便捷。

本论文最重要的贡献就是研究了商旅APP市场。商旅APP区分于普通旅游APP。我们的研究检验了商旅客人APP以及扩展其度量和研究视野到旅游者的角度。

移动设备， 性别， 商务旅行， 商务旅行周期， 商务旅客， 移动商务旅行应用

The overall tourist experience is changing because of the development of mobile devices, ubiquitous internet access and applications (apps) designed specifically for tourism. The aim of this study is to identify the determinants of continued use and recommendation of such apps (loyalty), framed within the unified theory of acceptance and use of technology (UTAUT2) model, considering innate user traits (innovativeness) and one of the principal attributes of mobile phones (portability).

The sample comprised 285 Spanish tourists who owned a smartphone and were using some kind of mobile app in connection with their stay.

The results show that the UTAUT2 model is effective in explaining loyalty toward tourism apps and that its variables mediate the effect of user and mobile device characteristics.

To ensure continued use of a tourism app, it should possess the following core attributes: deliver a positive cost–benefit trade-off, be fun to use, provide up-to-date and useful information and generate a degree of dependency in the user.

The present research is particularly relevant because of its focus on the use of apps during the stay, given that most of the extant literature centers on previous stages (such as service booking).

游客整体感受正在因为移动终端、全网覆盖网络、以及旅游APP应用的发展而改变着。本论文旨在找到对于移动APP持续使用和推荐行为的成因，本论文采用UTAUT2模型，考虑了用户本身的创新性特点，和移动手机其中一个核心特点（便捷携带性）。

研究样本为285名西班牙游客，他们均持有一部智能手机，并且在旅游途中使用过某种旅游APP。

研究结果表明UTAUT2模型在解释旅游APP忠诚度方面是有效的。此外，本论文还发现其模型变量是用户特性对移动终端特点作用的中介变量。

为了保证用户对旅游APP的持续使用，这个APP需要具体几点核心特点：性价比高；娱乐性；及时性；有用信息；对用户有依赖性。

本论文针对用户在旅游途中的APP使用进行了研究，这有别于之前大多数文献仅集中对旅游前期（比如服务预定）等方面的研究。

移动APP、忠诚度、旅游业、UTAUT2、游客行为

This paper aims to explore how customer engagement behaviors and brand loyalty are enhanced through customers’ preferences of m-servicescape, based on the S-O-R model as a theoretical background.

A cross-sectional, online, self-administered survey method was conducted to examine proposed relationships by recruiting previous users of hotel mobile apps in the USA.

Results identified aesthetics, functionality and symbolism preferences of the m-servicescape fulfilled customers’ evaluations on autonomy and relatedness needs fulfillment, which positively influenced their engagement behaviors and brand loyalty.

This study contributed to mobile marketing research by investigating customers’ preferences of m-servicescapes that enhanced customers’ positive responses in the hotel industry.

Practical implications are as follows: using a holistic approach to explore mobile service environments in fulfilling customers’ needs, enhanced customers’ engagement behaviors and brand loyalty.

This study proposed and empirically investigated the role of m-servicescapes in customers’ evaluations on needs fulfillment and their positive responses in the hotel industry.

本论文以 S-O-R 模型为理论基础, 旨在探索m-服务场景如何促进客户参与行为和品牌忠诚度。

本论文采用横向研究、在线问卷采样形式, 美国酒店移动 app 用户为问卷样本, 来对假设关系进行验证。

m-服务场景的美观、功能性、和象征意义对顾客自治、相关需求满足有促进作用, 从而积极提高他们的参与行为和品牌忠诚度。

本论文通过探索酒店顾客m-服务场景偏好与顾客积极反馈的关系, 对移动营销研究做出贡献。

本论文建议企业使用整体策略来加强移动服务场景对于顾客需求的满足, 从而提高了顾客参与行为和品牌忠诚度。

本论文提出并且验证m-服务场景对于酒店顾客需求满足和积极反馈的作用。

关键词： 服务场景, 酒店移动 app, 顾客参与行为, 品牌忠诚度, S-O-R 模型

The purpose of this study was to investigate the impact of several hotel promotional factors and consumers’ behavioral and demographic characteristics on their actual use of specific interactive information systems in hotels. The specific systems examined in this study were a hotel’s website, mobile app, push notification system, kiosk, smart TV in room, and tablet at front desk or in room.

A survey was conducted with a sample of 841 respondents who had stayed in a hotel that had interactive information systems. Logistic regression models were designed with the promotional factors (e.g. hotel staff encouraging purchasing products, push notifications or information presented on mobile devices or kiosks, seeing or hearing about other consumers using systems, advertising and press releases), behavioral variables (e.g. frequency and duration of stay) and demographic variables (e.g. gender and age) as independent variables. The independent variables were the individual systems used by guests.

The various promotional factors had a differential effect on consumers’ use of various interactive information systems. Information provided on mobile devices, staff encouraging purchasing and press releases and blogs, along with age and duration of stay, was found to have the highest impact on system usage.

This study examines for the first time, as per the authors’ knowledge, the actual use behavior of several hotel interactive systems, thus advancing the technology adoption literature. This study also utilizes a comprehensive list of hotel promotional factors that are able provide theoretical and empirical insight into the use of interactive systems, which was explained predominantly based on system perceptions and consumers’ characteristics.

本论文旨在研究若干酒店营销因素和消费者行为特征和统计人口特征对真正使用互动性系统的影响。本论文主要研究的主体包括, 酒店网站、移动APP、推送信息系统、自助服务机器、房间智能TV、以及前台或房间的平板电脑。

取样方式为问卷调查, 其样本数量是841位曾在酒店使用过互动系统的顾客。逻辑回归模型结合营销因因子（如酒店人员销售产品、推送信息、或者移动设备或者自助机上显示的营销信息、经由其他消费者介绍、广告、新闻稿等）, 行为特征变量（如酒店居住频率和长短）, 以及统计人口变量（如性别和年龄）作为因变量。因变量包括顾客使用的 独立系统。

多个营销因子对消费者使用多个互动性信息系统有着不同的影响。其中, 移动设备上的营销信息、人员销售、新闻稿和博客、以及消费者年龄和酒店居住长短对系统使用有最显著的影响。

本论文首次检验酒店互动性系统的真实使用情况, 因此对科技使用文献有显著价值。本论文还全面检验了一系列酒店营销因子, 从理论和实践角度来检验互动系统使用情况, 延展了之前对系统感知和消费者特性的理解。

关键词：互动科技、实际科技使用、酒店、逻辑回归

研究论文

Travelers are increasingly planning trips using smart travel planning apps to manage travel-related activities. They obtain their preferred tour itineraries with the use of these apps and subsequently choose their tour destinations. Therefore, the purpose of this study is to investigate the effects of smart tour itineraries on travelers and explain what drives the continual use of them.

Drawing on the unified theory of acceptance and the use of technology model and experiential consumption (UTAUT), the authors conducted this study in Malaysia with a sample of 307 travelers who are familiar with the use of mobile apps.

The results confirmed that all the UTAUT dimensions except the facilitating condition are significantly related to the intention to use the itinerary. Both the hedonic and utilitarian values in personal consumption significantly motivate the travelers in the behavioral intention to use the itinerary.

This paper offers a good explanation of how the itinerary plans can be used by examining the theories behind the current app’s usage. Many researchers have examined the adoption of the smart travel apps, which has rarely been tied to the antecedents that drive how the travelers use itineraries that are designed by the smart travel apps. This study contributes to the research regarding using the mobile travel apps by developing an integrative model to explain the traveler intentions to use smart travel itineraries.

游客越来越多地使用智慧旅游计划App来管理他们的旅游相关活动。他们通过这样的App获得行程从而选择他们旅游目的地。因此, 本论文旨在研究智慧旅游行程对游客的影响, 并探究哪些因素驱使他们继续使用智慧旅游行程。

本论文采用UTAUT模型, 在马拉西亚取样, 共搜集到307位熟悉移动App的游客数据。

研究论文结果肯定了UTAUT各项因素除了辅助条件, 其他因素都显著与使用智慧行程息息相关。享乐型价值和实用型价值都对游客个人使用行为有着显著效果。

本论文通过检验App使用理论解释了行程计划如何被使用。许多研究学者已经检验了智慧旅游App的使用, 但是很少真正与游客如何使用App生成行程的驱动因素相结合。本论文对理论有贡献, 通过开发整合模型以解释游客使用智慧旅游行程的行为。

This paper aims to present innovative information and communication technology (ICT) infrastructure specifically designed and optimized for the tourism sector. The case presented, “La Valle del Pensare lungo il corso del Potenza”, has been conceived with the aim of providing a digital infrastructure to ten municipalities in the Marche Region (Italy), nestled among the valley of the Potenza River. This research project is aimed at developing an important communication system that facilitates the tourist routes of mining attractions and specific thematic routes across the territory, promoting historical centers, cultural heritage, green areas and interesting places.

“La Valle del Pensare” information system has the main feature of being scalable and multi-purpose, as the contents can be managed and conveyed through the website, app mobile, totem touch screen and standard tourist signage. It is integrated and modular and allows to manage multiple information, ensuring an interoperable and multi-channel approach. It is designed for small municipalities in the province of Macerata to connect the territory’s resources and activities through a network.

This work represents an important communication system, i.e. innovative ICT infrastructure that facilitates the tourist routes of mining attractions and specific thematic routes across the territory. Thanks to the collection of user-generated data, the platform allows monitoring of usage statistics and performances. In this way, the municipalities can infer useful information about user’s preferences and needs. The paper also discusses how “La Valle del Pensare” gives identity to the territory, which is not identified as a simple summation of the Common, but as a recognizable system that intends to implement the level of competitiveness through the creation of a real territorial logo able to identify vocations and specificity of the Valley of the Potenza.

The value of the project lies in the ICT system, able to convey information at different scales, providing the users with updated contents; at the same time, administrations can constantly monitor its performances, being able to infer useful information about tourists’ needs, habits and preferences. The main contributions are the creation of a single cloud-based architecture for the management of multiple multi- media contents, to be exploited in various platforms; the design of a unique content management system used by several small municipalities of a same territory; the monitoring user’s preferences and needs by collecting users’ generated data; and the analysis of meaningful statistics about the tourists, tested and verified in real scenario with real users.

本论文旨在介绍针对旅游行业而设计和优化的创新型ICT架构。本论文讨论案例题为“La Valle del Pensare lung oil corso del Potenza”, 主要为马尔凯大区（意大利）的10个直辖市, 位于Potenza河域山谷中, 提供数码基础架构。此研究项目主要是为了构建一条重要通信体系来帮助开发矿场景点的旅游线路和整个地区的特殊专题线路, 以宣传历史中心、文化遗产、绿色区域、和各种景点。

“La Valle del Pensare”信息系统具有规模化和多样性的特点, 其系统内容可以通过网站、移动app、图腾触摸屏、和标准旅游标牌等方式进行管理和传播。此系统采用一体化设计、以模块为单位, 这样使得多种信息方便管理, 确保交互链接可操作性和多渠道性。此外, 这个系统还专门为了马尔凯大区的小城市设计, 使得该区域的资源通过网络得到整合链接。

本论文介绍了重要通信系统, 即创新型ICT架构, 来帮助开发矿场景点的旅游线路和整个地区的特殊专题线路。 得益于用户生成数据（user-generated data）, 该平台还能监控使用情况和效果, 从而使用该系统的城市可以推测出用户偏好和需求等有用数据。本论文还讨论了“La Valle del Pensare”如何标识地区身份代名词, 这个代名词不等同于共和（the Common）的简单总和, 而是一个醒目的系统, 使得其通过树立真正的区域商标而具有竞争力, 在Potenza谷中占有旅行度假的一席之地。

本论文的重大价值在于其ICT系统, 能够在不同领域传播信息, 向用户提供更新信息:与此同时, 管理当局能够实时监控其系统性能以及推测旅游需求、习惯、偏好等有用信息。本论文重要贡献在于:i）搭建单个云平台基础的多媒体内容管理架构, 能够在多个渠道上运行;ii）设计特殊内容管理系统, 服务于同一区域的多个小城市;iii）通过搜集用户生成数据来监控用户偏好和需求;iv）分析有关游客的数据, 使用真实游客数据来实地测试和验证。

The purpose of this study is to evaluate the competitiveness through brand enhancement of the Douro wine tourism apps in light of their content and functionality in comparison to international wine tourism apps.

The content and functionality features of both the Douro and international wine apps are evaluated to determine any statistically significant differences between items. A frequency analysis and chi-square are calculated at item and variable levels, a Shapiro–Wilks test is used to test normality and an independent t-test is deployed to examine the differences in customer ratings and number of downloads.

There is a significant difference between the Douro and international wine apps on an item level, although there is no significant difference between the groups with regard to their content and functionality features in general.

By focussing only on the Douro region, 13 other demarcated Portuguese wine regions have been excluded.

Wine tourism apps could influence destination branding, as they can inform about the wine region and wine-related activities. A clear layout makes it easier to move through the app, and the use of social media and entertainment enhances user experiences, especially for younger generations.

Practical guidelines are proposed for wine tourism marketers and managers wishing to upgrade their destination brand image and its services to satisfy demanding wine tourists.

The study contributes to the literature about mobile apps in tourism with a content and functionality analysis of wine apps as variables in the technology acceptance model and of their impact on destination branding.

本论文旨在评估Douro葡萄酒旅游app的品牌营销竞争力。本论文通过对比国际葡萄酒旅游app对其内容和功能方面进行分析。

研究通过对Douro和国际葡萄酒旅游app在内容和功能上的比较评估来判定是否其之间有显著差别。本论文在内容和功能多个方面上进行频率分析和chi square分析, 本论文还采用Shapiro-Wilks测试来对其样本的做正态分布检查, 通过独立样本t检验来评估消费者评分和下载数量之间的差异。

研究结果表明Douro和国际葡萄酒旅游app在每个细节方面上都有显著差异, 但是在整体内容和功能方面并没有显著差异。

本论文只局限在研究Douro地区, 葡萄牙其他十三个葡萄酒区域未纳入研究样本。

葡萄酒旅游app能够影响旅游目的地品牌营销, 其app能够为游客提供葡萄酒区域和葡萄酒相关活动的信息。App清晰结构能够使得消费者更容易找到相关内容, 社交媒体和娱乐性能的运用能够提高消费者整体体验, 特别是对年轻消费者。

研究结果对有意提高其目的地品牌形象和服务升级的葡萄酒旅游营销商和管理者来说, 提出了很多管理启示, 满足葡萄酒旅游消费需求。

本论文通过葡萄酒app的内容和功能方面的分析, 其中涉及的变量是技术接受模型（TAM）的经典变量, 以及其变量对目的地品牌营销的作用, 因此研究结果对旅游移动app的文献有着显著贡献。

关键词. 内容、功能, 葡萄酒、旅游目的地、品牌营销、Douro

This study aims to apply the stimulus-organism-response framework to uncover the underlying mechanism by which the perceived helpfulness of online customer reviews (OCRs) drives behavioural intentions in mobile travel app commerce. Also, the current study explores how vendor-driven perceived usefulness of a product and its attributes influence the mediated relationship between perceived helpfulness of OCRs (OCRs helpfulness) and behavioural intentions.

The online survey (n = 151) was used to collect the data. The authors used structural equation modelling and the bias-corrected bootstrap method to test the proposed conceptual model for mediation and moderated-mediation effect.

Findings indicate that the perceived OCRs helpfulness has an indirect positive effect, via trust and attitude, on travel app downloading intention. Moreover, results suggest that the presence of vendor cues (vendor-generated informational content about a travel app) does not significantly moderate the mediating effect of perceived OCRs helpfulness on travel app downloading intention.

The present study reinforces the applicability of the warranting principle in the context of travel app commerce by exploring the relative effectiveness of customer-generated and vendor-generated informational content in influencing travel app downloading intention.

本研究旨在应用SOR框架来解释在线评论的有效性影响在旅行APP行为意向的潜在机理。此外，本研究探索了供应商驱动的对产品的认知有效性和商品属性来影响认知有效性和行为意向的中介关系。

本研究运用网络调研 （n=151）来收集数据。本论文运用结构方程建模和偏差纠正辅助程序来测试提出的理论模型和调节式中介作用。

研究结果显示在线评论的有效性通过信任度和态度对旅行APP的下载使用意向具有间接正相关的作用。此外，结果显示当供应商信息（供应商制定的有关旅行APP的信息内容）并不能有效调节网络顾客评论对下载意向的中介作用。

本研究加强了担保原则在旅行APP贸易背景下的适用性，探索了顾客驱动和供应商驱动的信息内容对旅行APP下载意向影响的相对有效性。