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Considers the use of biometric systems, and in particular audio‐visual recognition systems, and their applicability to access control, authentication and security applications. The potential application of commercial multimodal biometric systems is considered along with issues of performance, deployment and standardization.

To explore the potential role of biometric technologies in driving service excellence, productivity and security in the service sector, and their role in fostering sustainable competitive advantage.

This paper used a case study approach involving 16 in‐depth interviews with executives at Singapore Airlines and the Civil Aviation Authority of Singapore on their use of biometrics technologies with focus on the Fully Automated Seamless Travel project.

The potential for innovative technologies to foster sustainable competitive advantage can be assessed in terms of their potential impact on customer experience, as well as the extent to which their implementation involves significant business process reconfigurations that are hard to imitate by competitors.

With regard to limitations, this research is based on an in‐depth study of a single case of biometrics implementation. More cases need to be examined to enhance the validity of the findings. Research implications relate to evaluation of new technologies from the perspective of achieving competitive advantage, outline of dimensions of strategic alignment, and discussion of competencies and processes fostering strategic innovation.

The findings provide a new framework for evaluating innovative technologies in terms of their potential for enabling an integrative strategy of differentiation and cost leadership; highlight the importance of strategic alignment; and outline competencies fostering strategic innovation.

This paper is one of the first exploring the role of biometric technologies in service delivery; addresses the strategic implications of implementation; and concludes in terms of broader strategic principles.

The purpose of this paper is to introduce VoxGrid, a mobile voice verification system intended for improving the security of the username‐password authentication scheme.

The system incorporates text‐dependant speaker verification via mobile devices that provides for a three‐factor authentication scheme for granting authorised access to certain websites or applications. The same speech recognition engine used by Google Voice Search is utilised to provide voice‐to‐text feature. All verification tasks are performed on a centralised server to minimise computing requirements on mobile platforms where feature extractions is executed using Mel Frequency Cepstral Coefficients. The resulting features are transmitted to the server instead of raw voice data to reduce network load. Actual voice verification takes place in the central server using Vector Quantisation.

The initial results have indicated that VoxGrid is capable of providing an additional level of security on user authentications at a low cost and without using extra security tokens other than one's voice with a good enough performance given the limited resources available during testing.

Past speaker verification experiments have been conducted but we see that this is the first time it is done on mobile devices with a client‐server architecture using K‐Means Clustering and Vector Quantisation. Future improvements on performance and testing could result in a more secure mobile computing environment.

The purpose of this paper is to provide practitioners of management a sense of importance in providing a balance between providing customer service and still safeguarding personal identity through a national identity program.

A review of the applied literature on national identity programs and a personal interview of 252 professional and semi‐professional people was conducted, representative of the service industries located in the metropolitan section of Pittsburgh, PA.

Via multiple linear regression, χ², and factor analysis, virtually all the basic personal information and customer relationship management (CRM)‐related tenets of benefits with identity program, global security concerns, technology enabled, personal identity concerns, standardization concerns, wealth and education factors, cost of capita, online experiences, and confront with personal information, were found be statistically significant and positively related to the degree of invasion of privacy factor.

Although, there are many beneficial reasons why national identity programs should be implemented, such as security, convenience, and enhancing CRM‐related strategies, the vast majority of citizens have many fears and feel there are too many risks involved.

Few empirical studies existing in the literature, especially from a business perspective concerning national identity initiatives. These issues regarding national identification cards and CRM were addressed through exploratory data reduction analyses. Although, there were several significant and negative issues associated with implementation, in general, if citizens are better educated about the benefits of a national identification card they are more willing to adopt it and pay for the program.

It is evident that while new technologies are shifting the current dynamics of the marketplace, technological innovations and Industry 4.0 are influencing the marketing activities along with our perceptions and expectations. The effects of globalization, digitalization, and Internet on marketing activities and consumers are indisputable. Almost every person, society, organization, and even the government has experienced some sense of transformation as a result of the increased connectivity and interaction. Discussion of the current concepts, theories, the way they are used in understanding the technology adoption behavior, and their role in the transformation of the consumers in the digital age is necessary in order to understand the aforementioned changes happening in the marketplace. It is also essential to focus on the transformation of marketing applications caused by Industry 4.0 in order to better understand the consumer expectations, reactions, and behavior. Hence, this study aims to investigate how Industry 4.0 affected and transformed marketing and consumer behavior, by examining the recent technological innovations. In this chapter, the basic concepts related to technology and innovation adoption are explained, and the relationship between marketing and Industry 4.0 is discussed. After reviewing the recent technological innovations and their relation to consumer behavior, a general discussion is given.

The purpose of this paper is to review viable biometric technologies and examine their applicability in the hospitality and tourism businesses.

First, the different types of biometrics in the market with their advantages and disadvantages are reviewed, followed by a discussion of current applications within the hospitality and tourism sector.

Potential business impacts of biometrics are identified such as increased consumer convenience, operational efficiency, and security. Meanwhile, despite its great benefits, consumers' privacy concerns that are raised during biometric data collection and management processes may keep the technology from realizing its full potential.

The paper only presents a glimpse of what may be done with the technology, as the potential extent of its usage is bound only by management's imagination while the possibilities that the technology brings to industry may be numerous.

Hospitality and tourism companies must have clear goals and logical approaches for usage and implementation of biometric technologies. They also need to be acutely aware of any privacy, guest perceptions, attitude towards, and trust factors that may surround the usage of biometric technologies. Moreover, corporate responsibility and ethical usage of the information obtained from biometrics may influence guest willingness to use the technology.

The paper has value in that there has been a lack of research on the impact of biometrics on the service industry, as well as user concerns towards the technology, rather than system development.

The audit of corporations is now dependent on the examination of corporate computer systems. Although tools and techniques have been available for decades, there are major limitations on the audits of corporate systems by external auditors. This paper aims to examine external auditor usage of technology benefiting from a unique opportunity of reviewing a large CPA firm's audit work papers and interviewing their audit staff to examine the following questions: are auditors using the available technological tools? What are the difficulties they face in using these tools? Are there mediators to enhance usability? Why and what circumstances surround their absence?

The authors use a cross-sectional, case-based field study comparing four engagements in a major audit firm.

This paper concludes that the characteristics of the audit team largely determine the levels of technology utilization. Furthermore, the integration of technology support teams and auditors may improve usability, and, consequently, increase technology adoption.

The paper includes information about four audit engagements. Given that audit firms have different cultures, practices and employee competencies, and hence emphasize the use of technology to varying degrees, it would be desirable to expand this study to reflect these variations.

The paper presents a discussion of the reasons why auditors do not fully use technology and provide tools to increase its usability.

The paper benefits from a unique opportunity of interviewing audit teams of a large firm, as well as through reviewing their work papers.