Search results

1 – 10 of 24
To view the access options for this content please click here
Article
Publication date: 8 January 2018

Cristian Morosan and John T. Bowen

As scholarly research in online purchasing increases in size and scope, understanding the manner in which consumers engage during online purchasing in hotels is critical…

Abstract

Purpose

As scholarly research in online purchasing increases in size and scope, understanding the manner in which consumers engage during online purchasing in hotels is critical. The purpose of this study is to provide an analysis of the current online purchasing research pertaining to the hotel industry.

Design/methodology/approach

A content analysis was conducted of 85 peer-reviewed articles published between 2006 and 2016 in hospitality and tourism journals to uncover the most critical aspects of online purchasing in hotels. Keyword searches and specific search parameters (e.g. literature time frame and locus of search) guided the review of the articles selected for the analysis.

Findings

This study recognizes that the discrete transaction per se represents the focal element in the hospitality scholarly research in online purchasing. It also recognizes the importance of the overall encompassing hospitality experience in creating and appropriating value for all stakeholders. Finally, the review found a strong orientation toward self-reported survey data as indicative of online transactions and the steps that precede them online.

Research limitations/implications

The study recognizes the present focus on discrete transactions and recommends expanding the focus to tap into more comprehensive purchasing processes that are mediated by technology.

Practical implications

The analysis presented here offers practitioners insight into the value chain member and consumer behaviors that could be feasibly converted into actionable managerial practices.

Originality/value

In contrast to the reviews discussing online purchasing, this study provides a unique broad analytical perspective on the relationships among buyers, sellers, products, retail interfaces and consumer decision processes that characterize the hotel online purchasing environment, as reflected in the past 10 years of hospitality and tourism literature.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 1
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 12 February 2019

Cristian Morosan and Agnes DeFranco

The purpose of this study was to validate a conceptual model that examined consumers’ intentions to use hotel interactive technologies (HINT) and their conversion…

Abstract

Purpose

The purpose of this study was to validate a conceptual model that examined consumers’ intentions to use hotel interactive technologies (HINT) and their conversion behaviors in hotels. The model was built on consumers’ participation in consumer–firm interactions, their level of innovativeness and their perceived benefit of using interactive technologies as antecedents of intentions and conversion.

Design/methodology/approach

The conceptual model was built upon the service-dominant (S-D) logic, technology adoption, social psychology and marketing theory. Using structural equation modeling, the model was validated using a nationwide sample of 841 consumers who have stayed in hotels that offered interactive technologies.

Findings

Consumers’ information system habit and hedonic motivations influenced their participation in consumer–firm interactions when using HINT. In turn, participation and innovativeness influenced conversion behavior, while innovativeness and perceived benefit of using interactive technologies influenced intentions to use such technologies.

Research limitations/implications

This study extends the S-D logic, technology adoption, social psychology and marketing literature by validating a model that blends system perceptions, consumer characteristics and information system-related behaviors to explicate intentions and conversion. Thus, this study illustrates the modeling/evaluation of such blended models.

Practical implications

The study provides hoteliers a layout of the factors influencing consumers’ intentions to use interactive technologies and conversion. It also explains how participation in consumer–firm interactions and perceived benefit have contrasting roles in influencing consumers’ intentions and conversion behavior.

Originality/value

This study examined two distinct concepts that reflect the value co-created in hotel settings due to technology-based consumer–firm interactions: consumers’ intentions to use interactive technologies and their actual conversion behavior. The study also recognized the pivotal role of participation in influencing conversion and emphasized the contrasting roles of participation and perceived benefit in influencing longer-term (i.e. intentions) and short-term (i.e. conversion) behavior.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 30 May 2019

Cristian Morosan and Agnes DeFranco

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…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

论酒店营销因素对消费者真正使用互动性系统的影响

摘要

研究目的

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。

研究设计

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。

研究结果

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。

研究原创性/价值

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

纸张类型

研究论文

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

To view the access options for this content please click here
Article
Publication date: 12 September 2016

Cristian Morosan and Agnes DeFranco

The unprecedented development of hotel-branded mobile applications (apps) has been instrumental in facilitating the rich guest–hotel interactions, thus contributing to a…

Abstract

Purpose

The unprecedented development of hotel-branded mobile applications (apps) has been instrumental in facilitating the rich guest–hotel interactions, thus contributing to a high personalization of services. For true personalization, guests need to provide personal information via apps. Yet, no study to date has addressed how guests develop intentions to use such apps given the current personalization and privacy challenges. Therefore, this study aims to investigate hotel guests’ intentions to use hotel apps to access personalized services.

Design/methodology/approach

Drawing from personalization-privacy theory, this study conceptualized perceived personalization and privacy concerns as distinct constructs while recognizing two different privacy concerns constructs: general and app-specific privacy concerns. To build a comprehensive structural model that is appropriate for explicating intentions to use hotel apps, this study incorporates consumer psychology and information systems theoretical streams that provide constructs that unequivocally capture the unique set of consumer–app interactions in highly experiential settings such as hotels (e.g. innovativeness and involvement). Using a nation-wide sample of hotel guests from the USA, the model was validated using confirmatory factor analysis and structural equations modeling.

Findings

The predictors explained 79 per cent of the variability in the intentions to use hotel apps to personalize hotel services. The strongest predictor of intentions was involvement, followed by app-related privacy concerns and perceived personalization.

Research limitations/implications

First, this study’s extended theoretical framework was well supported, as it captures relevant elements of the mobile commerce ecosystem (e.g. personalization and privacy), thus extending the classic paradigmatic approach to information systems adoption beyond system beliefs. Second, this study clarifies the distinct roles of personalization and privacy in the context of hotel apps, which has not been examined in the context of m-commerce in hospitality. Third, the study clarifies the role of involvement as the most critical factor that can influence guests’ intentions to use hotel apps when personalization options and privacy concerns exist.

Practical implications

This study offers hotel decision-makers a mapping of the factors, leading to use of hotel apps for purchasing personalized hotel services.

Originality/value

This study provides a first theoretical perspective on the hotel app utilization behaviors that have not been studied so far, but carry a strong strategic and financial significance for the hotel industry (direct distribution, brand consolidation and extensive contact with guests).

Details

International Journal of Contemporary Hospitality Management, vol. 28 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 31 July 2019

Cristian Morosan

Facial recognition systems represent a viable solution to today’s hotels’ security and service challenges. The purpose of this study was to build and empirically validate…

Abstract

Purpose

Facial recognition systems represent a viable solution to today’s hotels’ security and service challenges. The purpose of this study was to build and empirically validate a conceptual model that examined consumers’ willingness to create a profile based on biometric information disclosed via facial recognition systems.

Design/methodology/approach

Data were collected from 421 US general population consumers who stayed in hotels. The study used a confirmatory factor analysis to test the measurement model and a structural equation modeling approach to empirically validate the structural model.

Findings

It was found that the benefit of information disclosure was the strongest predictor of value of disclosure and that value of disclosure and privacy concerns influenced consumers’ willingness to disclose biometric information. In turn, consumers’ willingness to disclose biometric information and their desire to be loyal to hotels influenced consumers’ willingness to create a profile.

Originality/value

To the best of the author’s knowledge, this is the first study to examine profile creation and biometric information disclosure via facial recognition systems in hotels, a technology that is likely to disrupt the current authentication and service quality models in hotels. This study also advances the literature by expanding the scope of the privacy calculus by adding social rewards, and by elucidating the role of desires in service contexts.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 8
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 3 December 2018

John Bowen and Cristian Morosan

The purpose of this study is to provide an overview of how artificial intelligence (AI) and robotics can and will be utilized by the hospitality industry, providing a…

Abstract

Purpose

The purpose of this study is to provide an overview of how artificial intelligence (AI) and robotics can and will be utilized by the hospitality industry, providing a glimpse of what their use will look like in 2030.

Design/methodology/approach

The paper reviewed both academic and trade literature to provide an overview of how robots will affect the hospitality industry during the 2030s.

Findings

Experts predict that by 2030, robots will make up about 25 per cent of the “workforce” in the hospitality industry. The paper also explains the industry challenges the robots will solve, as well as other benefits they provide. One of the findings is that the adoption of robots by the industry will be a disruptive paradigm shift. It will create successful new hospitality companies while putting others out of business. Finally, this paper discusses how to keep the hospitality in hospitality businesses, when machines replace employees.

Originality/value

This paper is one of the first to discuss the disruption that robots will cause in the industry. One of the findings is service delivery systems will need to be redesigned to maximize the benefits of robots, while still maintaining the hospitality of a customer service orientation.

Details

Worldwide Hospitality and Tourism Themes, vol. 10 no. 6
Type: Research Article
ISSN: 1755-4217

Keywords

To view the access options for this content please click here
Article
Publication date: 22 September 2020

Nefike Gunden, Cristian Morosan and Agnes L. DeFranco

This study aims to develop and validate a conceptual model that explains consumers’ persuasion by the information available on online food delivery systems (OFDS). The…

Abstract

Purpose

This study aims to develop and validate a conceptual model that explains consumers’ persuasion by the information available on online food delivery systems (OFDS). The study validated consumers’ price savings orientation as an antecedent of two types of browsing behaviors (utilitarian and hedonic). Browsing and social influences were examined as predictors of persuasion.

Design/methodology/approach

A literature review was conducted to determine constructs that constituted the best conceptual model for this study. To test the model, an online instrument was developed, and data were collected with the help of a global marketing panel company from 333 consumers who have used OFDS. Confirmatory factor analysis and structural equation modeling were used to test the hypotheses of the model.

Findings

The study found that consumers’ price savings orientation strongly influenced both types of browsing. However, while utilitarian browsing did not influence consumers’ persuasion, hedonic browsing and social influence were strong predictors of persuasion.

Research limitations/implications

Given the uniqueness of the study that stems from its task-technology context and the type of product being purchased, this study advances the literature in hospitality information technology, especially in the relatively neglected foodservice information technology area. The study also provides implications for both restaurants and OFDS as critical stakeholders in this important area.

Originality/value

To the best of the authors’ knowledge, this is the first study to examine consumers’ persuasion in a food-service online retail context. This study is also the first to examine both types of browsing as distinct constructs in hospitality and to explain their differential role in persuasion.

摘要

研究目的

本论文提出和验证了在线送餐系统(OFDS)解释顾客劝服的理论模型。本论文检测了顾客省钱心理作为两种浏览行为的动力(功利型和享乐型)。浏览行为和社会影响作为顾客劝服的因子在本文中进行了检验。.

研究设计/方法/途径

本论文通过审阅文献以找到最佳模型。通过在线采样的方式, 与全球营销公司合作, 搜集数据, 样本数量为333位使用过OFDS的顾客。分析方法为验证性因子分析和结构方程模式以验证假设模型。.

研究结果

研究发现顾客省钱心理对两种浏览模式有着重大影响。然而, 功利型浏览行为并不影响顾客劝服, 但是享乐型浏览和社会影响成为劝服的强烈动力。.

研究理论限制/意义

由于本论文的独特性在于其任务-科技背景和购买产品类别, 本论文对酒店信息科技的文献有着延展性贡献, 特别是在较少关注的餐饮服务信息技术领域。本论文还对饭店和OFDS, 两大在此领域重要利益相关者提供了启示。.

研究原创性/价值

本论文是首篇检测在线餐饮销售领域中的顾客劝服问题。此外, 本论文也是首篇检测两种类别浏览行为, 以及检验其行为对顾客劝服的特别作用。.

Details

Journal of Hospitality and Tourism Technology, vol. 11 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

To view the access options for this content please click here
Article
Publication date: 10 April 2020

Nefike Gunden, Cristian Morosan and Agnes DeFranco

The recent development of online food delivery systems (OFDS) consolidated the restaurant industry’s representation in the electronic distribution landscape. The purpose…

Abstract

Purpose

The recent development of online food delivery systems (OFDS) consolidated the restaurant industry’s representation in the electronic distribution landscape. The purpose of this study is to examine consumers’ intentions to use OFDS.

Design/methodology/approach

A comprehensive structural model was developed based on UTAUT2 and extended the model with three additional constructs: impulse buying tendency, congruity with self-image and mindfulness. Data were collected from 605 US respondents. Confirmatory factor analysis and structural equation modeling were used to test the model.

Findings

Performance expectancy was the strongest predictor of intentions to use OFDS, followed by congruity with self-image. Low-magnitude predictors included habit and mindfulness, while impulse buying tendency had a negative impact on intentions to use OFDS.

Research limitations/implications

The study validates a comprehensive yet parsimonious conceptual model that explains consumers’ intentions to use OFDS. The model brings together constructs that capture the essence of the online food ordering tasks and the consumers’ cognitive processes that inform such tasks.

Practical implications

This study offers substantial practical implications for two types of practitioners: OFDS developers and restaurants and provides a mapping of the factors influencing consumers’ intentions to use OFDS.

Originality/value

This study provides a first theoretical perspective on consumers’ intentions to use OFDS, which have not been studied so far. Studying such intentions provides insight into consumers’ adoption behaviors, which are critical to the success of OFDS.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 3
Type: Research Article
ISSN: 0959-6119

Keywords

To view the access options for this content please click here
Article
Publication date: 16 September 2020

Nefike Gunden, Cristian Morosan and Agnes DeFranco

The study's purpose was to examine the role of two main factors in the design of online food delivery systems (OFDS) user interfaces: the display of pictures and calories…

Abstract

Purpose

The study's purpose was to examine the role of two main factors in the design of online food delivery systems (OFDS) user interfaces: the display of pictures and calories – on consumers' attitudes toward online food delivery systems, intentions to use such systems, spending on a food item and tipping behavior.

Design/methodology/approach

The study is grounded in the elaboration likelihood model. A 2 × 2 randomized post-test only between-subjects experimental design manipulated the types of pictures (food item only vs consumers eating a food item) and calorie information display style (numbers vs activity symbols) to determine whether they influence consumers' attitudes, intentions to purchase, spending and tipping behaviors.

Findings

The results show that the calorie display style influences consumers' intentions to use such systems and consumers' tipping behaviors toward the delivery driver. It was also found that the type of picture shown to consumers influences their intentions to purchase through ODFS, such that pictures of consumers enjoying a product is more effective in stimulating intentions to purchase than pictures containing only the food items.

Research limitations/implications

This study advances the current knowledge on web design for restaurants wishing to distribute via online food delivery systems. Moreover, this study extends the literature on persuasion in online environments by focusing on foodservice – an area that only recently has undergone substantial distribution online. Finally, this study advances the literature on tipping behavior.

Practical implications

This study provides several contributions for both restaurants and online food delivery system designers. Specifically, it illustrates exactly how specific elements in the design of the web interface and the message targeted at consumers influence consumers' behavior. Most importantly, this study provides insight into tipping behaviors for the delivery driver. This is important because the delivery driver is an important participant in the new value chain of restaurant delivery.

Originality/value

As the first study to develop an experiment that tests these important design conditions, this study offers several critical theoretical and practical implications. This study is the first attempt to examine various ways to present persuasive information in an OFDS in order to stimulate consumers' behaviors. Moreover, this study illustrates that the use of website design that enhance social presence is critical to website effectiveness in OFDS.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

To view the access options for this content please click here
Article
Publication date: 10 July 2019

Cristian Morosan and Agnes DeFranco

Cyber-attacks on hotel information systems could threaten the privacy of consumers and the integrity of the data they exchange upon connecting their mobile devices to…

Abstract

Purpose

Cyber-attacks on hotel information systems could threaten the privacy of consumers and the integrity of the data they exchange upon connecting their mobile devices to hotel networks. As the perceived cyber-security risk may be reflected heterogeneously within the US consumer population traveling internationally, the purpose of this study is to examine such heterogeneity to uncover classes of US consumers based on their perceptions of risk of using tablets for various tasks when staying in hotels abroad.

Design/methodology/approach

Using data collected from 1,016 US consumers who stayed in hotels abroad, this study used latent profile analysis (LPA) to classify the consumers based on their perceptions of risk associated with several tablet use behaviors in hotels.

Findings

The analysis uncovered four latent classes and produced a characterization of these classes according to several common behavioral (frequency of travel, the continent of the destination, duration of stay and purpose of travel) and demographic (gender, age, income and education) consumer characteristics.

Originality/value

Being the first study that classifies consumers based on the risk of using tablets in hotels while traveling internationally, this study brings the following contributions: offers a methodology of classifying (segmenting) consumer markets based on their cyber-security risk perceptions, uses LPA, which provides opportunities for an accurate and generalizable characterization of multivariate data that comprehensively illustrate consumer behavior and broadens the perspective offered by the current literature by focusing on consumers who travel from their US residence location to international destinations.

研究目的

酒店信息系统的网络攻击可能会泄露消费者隐私以及其通过酒店网络连接移动网络而进行的数据交换。由于美国消费者在出国旅游中对于网络安全危险的感知因人而异,因此,本论文旨在研究这种个人差异性,对美国消费者在出国旅游居住酒店中使用平面电脑的危险感知,进行特点分类。

研究设计

本论文样本为居住在国外酒店的1,016名美国消费者。本论文采用潜在剖面分析(LPA),对其使用酒店平板电脑的危险感知进行分类。

研究结果

本论文研究结果归纳四种潜在类别,以及根据集中常见行为变量(旅游频率、旅游目的地所在的洲、酒店居住时长、旅游目的地)和统计人口信息(性别、年龄、收入、和教育),进行消费者特点归纳。

研究原创性/价值

本论文是首篇基于消费者出国旅游时使用酒店平板电脑的危险感知而进消费者分类的文章。因此,本论文结果有以下贡献:(1)贡献一种分类研究方法(市场细分),基于网络安全危险感知而划分;(2)使用潜在剖面分析方法,为多变量数据分析消费者行为,产出精确而概括特性的研究,提供机会;(3)对现有文献对国际旅游的美国消费者的研究拓宽了视野。

关键词

网络安全危险、平板电脑、潜在剖面分析、酒店、国际旅游

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

1 – 10 of 24