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Recently, ancillary services' (e.g. bag processing, preferred seating) contribution to the overall air travel revenues has become substantial. Yet, no study to date has addressed how these services are purchased. This study aims to investigate air travelers' adoption of mobile phones to purchase ancillary air travel services.

A comprehensive structural model was developed based on the Technology Acceptance Model and augmented with constructs like trust, privacy, security, innovativeness, and personalization. The model was validated using confirmatory factor analysis and structural equations modeling.

The model explained 84 percent of the variability in intentions to use mobile phones to purchase air travel ancillary services. The strongest predictor of attitudes was perceived usefulness, followed by perceived ease of use and trust.

First, this study's extended theoretical framework was well supported, as it captures relevant system perceptions (e.g. usefulness, ease of use) and personal traits of consumers (e.g. innovativeness), thus extending the classic paradigmatic approach to technology adoption beyond system beliefs. Second, the study explains the relationships among trust, security, and privacy in m-commerce. Third, this study explicates the roles of innovativeness and personalization, which have not been examined in the context of m-commerce in travel.

This study offers managers an understanding of factors leading to adoption of mobile phones for purchasing air travel ancillary services.

This study provides a first theoretical perspective on the purchasing behavior of services that have not been studied so far, but have an increasingly substantial financial significance for the airline industry.

This paper aims to discuss partitioning an air travel service encounter into touchpoints according to elements and phases, which are depth and breadth, respectively, using the conceptual framework of Le Bel. The empirical findings further the dialogue about the service encounter construct.

A total of 12 distinctive touchpoints within the joining and intensive phases of any air travel service encounter are reviewed for importance using travel purpose and nationality as segmentation variables. Respondents participated through an online questionnaire and face‐to‐face approach from a fieldworker; they were not engaged in an air travel service encounter at the time of the study. Data analysis includes descriptive statistics, independent sample t‐tests and paired sample t‐tests where the latter considered a named airline from the region.

The findings indicate touchpoints to be sufficiently distinctive that partitioning a service encounter provides opportunities for quality improvements directed at customer satisfaction outcomes. Notably, greater importance is typically given to the intensive phase touchpoints than those in the joining phases thus placing more emphasis on activities within service encounters' simultaneous production/consumption. Touchpoint preference is evident for travel purpose and passenger nationality segmentation criteria. When an airline is named, respondents appear more discriminating about touchpoint quality compared to those in generic service encounters.

Academically, partitioning strengthens the links between the service encounter construct and service quality and provides additional information beyond expectations‐perceptions results. Industry value is derived for practitioner marketers when distinctive touchpoints are taken from a partitioned service encounter providing opportunities for segmenting and targeting consumers accordingly.

Considering the complexity of the airport industry service palette, it is important to identify which air travel factors are distractors and which factors are enhancers of passenger satisfaction. Building on Herzberg's two-factor motivation theory, this study aims to explore most frequently mentioned attributes of airport service quality and distinguish key drivers for passenger satisfaction/dissatisfaction in the airport context.

A content analysis of 1,095 traveler comments posted between 2010 and 2013 on an airport review web site was performed in order to identify satisfiers/dissatisfiers. The web spider randomly selected consumer comments related to 33 popular destinations.

The study results indicated key satisfiers in the airport context such as cleanliness and pleasant environment to spend time in. On the other side, security-check, confusing signage and poor dining offer are recognized as major dissatisfiers in the airport setting.

The study findings provide insight on predominant satisfiers, dissastisfiers and performance factors of airport service quality from passengers' perspectives. Airport management teams may use the study results to renovate airport facility and improve service quality.

To the best of the authors' knowledge, this study is the first to utilize the visual data mining techniques in examining airport users' experience. Visualization produced summaries of qualitative comments in the form of tag clouds, word networks, and word tree images that help discover the most emerging themes of travelers' complaints and compliments.

This study aims to provide a comprehensive analysis of the current privacy concerns in the tourism industry by uncovering the key factors leading to such concerns (i.e. smart public services, cyber security issues, consumer behaviour and governance). Using papers from multiple sources, the relationship between technology advancements and tourist’s privacy concerns has been established.

This study adopted a machine learning-based systematic literature review approach to find out the clusters. The study analysed 68 papers using the topic modelling approach. A four-cluster solution was considered to be most representative of the extant literature identified using bibliographic coupling. Finally, content analysis of the selected literature has been performed.

This study identified four factors majorly leading to privacy concerns amid increasing technological advancements. Moreover, these factors were found to have a dyadic relationship with technological advancements. To everyone’s amazement, sustainable tourism was also found to have led to privacy concerns among tourists along with a lack of governance and cyber security issues. Furthermore, cluster-wise future research directions are provided based on the content analysis.

This study contributes to the literature by systematically reviewing and identifying the four dimensions leading to privacy concerns. To the best of the authors’ knowledge, the study done is the only attempt to synthesize the extant literature on tourists’ privacy concerns using an unbiased scientific approach.

本研究对旅游业当前的隐私问题进行了全面分析, 以揭示导致此类担忧的关键因素（即智能公共服务、网络安全问题、消费者行为和治理）。 通过考察来自多方渠道的现有文献, 本研究确立了技术进步与游客隐私问题之间的关系。

本研究采用基于机器学习的系统文献综述方法来找出聚类。 该研究使用主题建模方法分析了 68 篇文章。四聚类解决方案是现有文献中最具代表的 文献分类方法。最后, 本研究对所选文献进行了内容分析。

这项研究确定了在技术进步不断增加的情况下主要导致隐私问题的四个因素。 此外, 这些因素被发现与技术进步有二元关系。 本研究还发现可持续旅游业引发了游客对隐私的担忧以及缺乏治理和网络安全问题。 此外, 通过基于内容的分析, 本研究提供了未来的聚类研究方向。

本研究对现有文献的贡献在于通过系统地文献综述和分析以确定导致隐私问题的四个维度。该研究是基于公正的科学方法综合现有游客隐私问题文献的首度尝试。

Este estudio proporciona un análisis exhaustivo de la actual preocupación por la privacidad en el sector turístico, poniendo al descubierto los factores clave que la generan (los servicios públicos inteligentes, los problemas de ciberseguridad, el comportamiento de los consumidores y la gobernanza). Gracias al uso de artículos de múltiples fuentes, se ha establecido la relación entre los avances tecnológicos y la preocupación de los turistas por la privacidad.

Este estudio adoptó un enfoque de revisión sistemática de la literatura basado en el aprendizaje automático para descubrir los conglomerados. El estudio analizó sesenta y ocho artículos utilizando el enfoque de modelización de temas. Se consideró que una solución de cuatro conglomerados era la más representativa de la literatura existente identificada mediante el acoplamiento bibliográfico. Por último, se realizó un análisis de contenido de la bibliografía seleccionada.

En este estudio se identificaron cuatro factores principales que suscitan inquietud por la privacidad en medio de los crecientes avances tecnológicos. Además, se descubrió que estos factores tienen una relación diádica con dichos avances. Para sorpresa de todos, se halló que el turismo sostenible, junto con la falta de gobernanza y los problemas de ciberseguridad, también suscitan entre los turistas preocupaciones por su privacidad. Finalmente, el análisis de contenido ofrece orientaciones para futuras investigaciones.

Este estudio contribuye a la literatura haciendo una revisión sistemática e identificando las cuatro dimensiones que conducen a la preocupación por la privacidad. Este estudio es el único intento de sintetizar la bibliografía existente sobre la preocupación de los turistas por su privacidad utilizando un enfoque científico imparcial.

“Price is what you pay. Value is what you get.”

– Warren Buffett

Value pricing can be a successful means to maximize profit by pricing products and services based on their value to end users. Using this approach necessarily means that customers are segmented, with some receiving better prices than others. However, many companies mistakenly believe that U.S. law requires that all customers receive the same price or a “fair and equitable” price, an unrealistically high standard that is a self-imposed roadblock to value-based differentiation.

Not only is the law supportive of segmentation and the economic discrimination that goes with it, but, where resellers are involved, the law also permits value pricing to be facilitated and preserved through the use of non-price vertical restrictions and resale price setting. In addition, price signaling can be a lawful way to avoid sending wrong messages to the marketplace that jeopardize value pricing strategies.

Healthcare delivery faces increasing pressure to move from a provider-centered approach to become more consumer-driven and patient-centered. However, many of the actions taken by clinicians, patients and organizations fail to achieve that aim. This paper aims to take a paradox-based perspective to explore five specific tensions that emerge from this shift and provides implications for patient experience research and practice.

This paper uses a conceptual approach that synthesizes literature in health services and administration, organizational behavior, services marketing and management and service operations to illuminate five patient experience tensions and explore mitigation strategies.

The paper makes three key contributions. First, it identifies five tensions that result from the shift to more patient-centered care: patient focus vs employee focus, provider incentives vs provider motivations, care customization vs standardization, patient workload vs organizational workload and service recovery vs organizational risk. Second, it highlights multiple theories that provide insight into the existence of the tensions and how they may be navigated. Third, specific organizational practices that engage the tensions and associated examples of leading organizations are identified. Relevant measures for research and practice are also suggested.

The authors develop a novel analysis of five persistent tensions facing healthcare organizations as a result of a shift to a more consumer-driven, patient-centered approach to care. The authors detail each tension, discuss an existing theory from organizational behavior or services marketing that helps make sense of the tension, suggest potential solutions for managing or resolving the tension and provide representative case illustrations and useful measures.

Seeks to enhance our understanding of the suitability of loyalty measurement techniques by proposing a classification of brand loyalty based on varying market types. Distinguishing between market types is important because the very nature of markets indicates that the measures used to capture loyalty should be very different. This paper, in effect, argues against a single brand loyalty measure for all market types. Marketing practitioners wishing to predict future levels of loyalty would need to use different loyalty measures. In consumable markets where the market is stable and where there is high switching and low involvement and risk, behavioral measures are appropriate for predicting future brand loyalty levels. However where the market is not stable, there is a propensity towards sole brands and attitudinal measures may be better predictors of future behavior in such cases.

Responding to an increasing call for a more comprehensive conceptualization of customer delight, the purpose of this paper is to expand the theory of customer delight and to examine the implications of such an expanded view for service theory and practice.

This paper presents the results of three qualitative studies. The first study explores customer delight through self-reported consumption experiences in customer-selected contexts, followed by one-on-one in-depth interviews. The second involves focus groups and the third examines self-reported incidents of delightful customer experiences.

This research finds that customer delight goes beyond extreme satisfaction and joy and surprise to include six properties that—individually or in combination—characterize customer delight. An expanded conceptualization of how customer delight can be defined is proposed in which customer delight is associated with various combinations of six properties – the customer experiencing positive emotions, interacting with others, successful problem-solving, engaging customer’s senses, timing of the events and sense of control that characterizes the customer's encounter.

It is clear from the findings of this research that there is no single property that is associated with delight. Through the facilitation of multiple properties, managers have the potential to create a multitude of routes to delight. It is recommended that future research (1) identify and explicate these alternative routes for engendering delight using the six properties identified, and (2) develop a general typology based on service context and characteristics, customer segment, etc. that further stimulates scholarship on delight, and offers more industry-specific insights for managers.

Insights from this investigation will encourage managers and service designers to think more broadly and creatively about delight. Doing so will open up new opportunities for achieving customer delight, beyond merely focusing on extreme satisfaction or surprise and joy strategies currently dominating discussions of customer delight.

This paper makes several contributions to the service literature. First, it extends current conceptualizations of customer delight and offers an expanded definition. Next, it demonstrates how this new understanding extends the existing literature on delight. Finally, it proposes an agenda for future delight research and discusses managerial implications, opening up new opportunities for firms to design delightful customer experiences.

This paper aims to explore the relationship between external environmental reporting (EER) and internal strategies, processes and activities (ISPA) to understand the role EER plays in embedding sustainability into organisational practices.

The case study considered how carbon measures associated with the carbon emissions management and reporting scheme (CEMARS) embedded sustainability into organisational practices in a family-owned wine company. Evidence collected during semi-structured interviews with informed employees was triangulated with observational data, field notes and documentary evidence.

A dynamic relationship was found between EER and ISPA, which embedded sustainability into organisational practices and promoted the developments of environmental reporting. CEMARS data were embedded into production management, capital expenditure and budget review processes, whereas more frequent EER was required by managers to support their operational activities. The company at times relied on an eco-validation approach to justify sustainability decisions despite their negative impact on short-term profit. EER contributed to the strategic planning, target setting and control functions of the management control systems.

Sustainability research should simultaneously address EER and ISPA. The interplay between the two dimensions determines whether sustainability is embedded in organisations and whether organisations will act in a sustainable manner.

The practical implication of the research is that organisations need to integrate EER information into ISPA if they want managers to establish patterns of behaviour that simultaneously consider the financial and environmental impacts of decisions. An EER such as CEMARS can provide coherence and focus for sustainability initiatives.

This research reveals that sustainability is embedded into organisations through the interactions between EER and ISPA, thus contributing to the understanding of internal organisational change. It identifies an eco-validation approach to decision-making that complements the eco-efficiency approach and shows that EER need not operate independent of internal processes and can be integrated into management control systems.