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1 – 7 of 7Francisco Liebana-Cabanillas, Elena Carvajal-Trujillo, Ángel F. Villarejo-Ramos and Elena Higueras-Castillo
Near-field communication (NFC) technology introduces new and better experiences for tourists while improving operating processes in the tourism industry through the use of…
Abstract
Purpose
Near-field communication (NFC) technology introduces new and better experiences for tourists while improving operating processes in the tourism industry through the use of smartphone applications. The purpose of this research is to explore and analyse the antecedents of the adoption of NFC mobile applications (app) regarding the search for information in a tourist destination.
Design/methodology/approach
Based on the review of the literature, three groups of antecedents are proposed. The groups are associated with the usability of mobile technology itself, the benefits derived from its use and the possible risks that the tourist assumes. To achieve these objectives, an online questionnaire was filled by 218 participants after they watched a video explaining the use of NFC tourism apps in a Spanish tourist destination.
Findings
Partial least squares revealed that perceived value, performance risk, usefulness and perceived enjoyment have a strong relationship with the intention to use of tourism apps.
Originality/value
The conclusions and implications for management provide alternatives for companies to promote this new business by means of the new technical developments.
论旅游nfc移动应用使用的动因
研究目的
近场通讯(NFC)技术通过智能手机的使用, 为游客带来新奇更佳的体验, 同时, 又完善了旅游业运营流程。本论文旨在探索和分析探索旅游目的地信息中, NFC移动应用APP使用的动因。
研究设计/方法/途径
根据文献综述结果, 本论文提出三组动因。这三组动因涉及移动技术本身、使用好处、以及旅游预想的可能危险。为了达到研究目的, 本论文采用在线问卷采样方式, 受访者首先看了一段解释NFC旅游APP在一个西班牙旅游目的地应用的视频, 共218名受访者参与了调查。
研究结果
PLS-SEM结果表明感知价值、性能危险、有用性、和感知愉快与旅游APP使用有着紧密的联系。
研究原创性/价值
本论文结果和管理启示为公司提出其他可能, 建议公司可以利用新科技发展来提高新商机。
Sarah Diffley, Patrick McCole and Elena Carvajal-Trujillo
The purpose of this paper is to develop and test a model examining the key factors that emerge from the social customer relationship management (CRM) process. Specifically, this…
Abstract
Purpose
The purpose of this paper is to develop and test a model examining the key factors that emerge from the social customer relationship management (CRM) process. Specifically, this study aims to address the chain-of-effects that occurs as a result of the social CRM process, leading to superior levels of hotel performance.
Design/methodology/approach
Data were collected using a quantitative approach. Using a mail and online questionnaire, data were gathered from 120 key informants in hotels in Ireland. The proposed model was tested using partial least squares structural equation modelling.
Findings
Results demonstrate that the social CRM activities of hotels enhance hotel service innovation activities. This positively impacts the ability to develop a customer-linking capability, resulting in higher levels of customer performance. In turn, higher levels of customer performance leads to higher levels of financial performance.
Practical implications
Service innovation and customer-linking capability are identified as critical outcomes of the social CRM process that lead to enhanced hotel performance.
Originality/value
This study explains the chain-of-effects through which the social CRM process results in higher levels of performance.
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Keywords
Enrique Bonsón Ponte, Elena Carvajal-Trujillo and Tomás Escobar-Rodríguez
The purpose of this paper is to provide an initial assessment of corporate Facebook use by Spanish hotel chains. Two aspects are considered: communication activity and stakeholder…
Abstract
Purpose
The purpose of this paper is to provide an initial assessment of corporate Facebook use by Spanish hotel chains. Two aspects are considered: communication activity and stakeholder engagement through this social media platform.
Design/methodology/approach
Based on a content analysis, data on 109 Spanish hotel chains are collected to describe current practices and identify significant relationships among different variables.
Findings
The main findings include that their Facebook presence, audiences and levels of activity are positively related to hotel size, while stakeholder engagement is higher in small hotel chains and seems to be influenced by content and media types.
Originality/value
This research contributes to previous research by providing an assessment of corporate Facebook in the hospitality industry (Spanish hotel chains). The paper considers two aspects: communication activity and stakeholder engagement through this social media platform.
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Arissara Suratanon Weiler and Bhumiphat Gilitwala
The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services…
Abstract
Purpose
The growth of the internet has transformed digital infrastructure in Thailand over the past two decades, with the widespread use of e-commerce, digital money and online services becoming a daily norm for all ages. The COVID-19 restrictions, which limited in-person business operations, boosted demand for takeout and delivery services and fueled the expected steady growth of the online food delivery market in Thailand. The pandemic also resulted in a shift towards online ordering and delivery, reflecting changes in customer behavior. This study focuses on exploring the factors that have driven Bangkokians to use online food delivery services after the COVID-19 restrictions were lifted in June 2022.
Design/methodology/approach
Data were collected from 398 participants who had ordered food delivery services after the announcement.
Findings
The findings showed that perceived usefulness, time saving benefit and price saving benefit have a significant impact on the intention of customers to use online food delivery services, while food safety risk perception had no effect.
Practical implications
Bangkokians favor online food delivery services due to convenience and time-saving, indicating high demand post-pandemic. Businesses should invest in improving their platforms to meet evolving consumer behavior.
Originality/value
The result of this study offers valuable insights into the attitudes and behaviors of Bangkokians towards online food delivery services and could be beneficial for businesses in the industry to improve their services, enhance customer satisfaction as well as increase their competitiveness.
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Elena Higueras-Castillo, Helena Alves, Francisco Liébana-Cabanillas and Ángel F. Villarejo-Ramos
This study proposes a hierarchic segmentation that develops a tree-based classification model and classifies the cases into groups. This allows for the definition of e-commerce…
Abstract
Purpose
This study proposes a hierarchic segmentation that develops a tree-based classification model and classifies the cases into groups. This allows for the definition of e-commerce user profiles for each of the groups. Additionally, it facilitates the development of actions to improve the adoption of the online channel that is in such high demand in the current pandemic COVID-19 context.
Design/methodology/approach
Regarding the created segments, two extreme segments stand out due to their marked differences and high volume. Segment 3 with 23% of the sample is the group with the most predisposition to use the online channel and is characterised by a high level of trust, more habitual use in comparison with other groups and the belief that its use implies high performance, which indicates they believe it to be useful, quick and helpful for more an effective shopping experience. The other extreme is found in segment 7. This group makes up 17.7% of the total and is the most reluctant to use the online channel. These users are characterised by the complete opposite: they have a low level of trust in this channel. However, the effort expectancy is low, i.e. they consider that the adoption of the online channel does not involve many difficulties in its learning and use. Nevertheless, they use it less regularly than the others.
Findings
Based on the conclusions reached in this study, in the current pandemic context in which consumer demand for online shopping channels for all types of products is on the rise, it is recommended that companies focus on the following aspects. It is essential to build trust with the user and show them the real benefits of e-commerce, how it would improve their life and why they should use it. Additionally, it is vital that the user perceives it as an easy procedure that does not require a significant learning curve. Other fundamental aspects would be to reduce any uncertainty the user might have about the online shopping process, to make it as easy as possible, and to design a simple, intuitive and user-friendly interface. It is also recommendable to manage data usage efficiently. To do so, the authors recommend asking the user for the least amount of information possible, offering a data protection policy and assuring them that their information will not be misused nor shared with third parties. All of this provides a series of facilities to modify the online shopping habits of users.
Research limitations/implications
As in most of the research, this study presents a series of limitations that should be debated and that could open future lines of investigation. Firstly, regarding the sample used that was limited to two neighbouring countries with similar profiles a priori; it would be necessary to compare their possible cultural differences according to Hofstede's dimensions as well as increase the number of European countries being analysed to reach a more generalised conclusions. Secondly, the variables used are a combination of those derived from the UTAUT2 model and others suggested in the literature as decisive in technology adoption by users, in this sense other theories and variables could be incorporated to complete a more holistic model.
Practical implications
This work contributes in a general way to (1) analysing the intention to use e-commerce platforms from a set of antecedents previously defined by their importance, after a period of economic and social restrictions derived from the pandemic; (2) determination of customer segments from the classification made by the CHAID analysis; (3) characterisation of the previously defined segments through the successive divisions that were proposed in the analysis carried out.
Social implications
Other fundamental aspects would be to reduce any uncertainty the user might have about the online shopping process to make it as easy as possible, and to design a simple, intuitive, and user-friendly interface. It is also recommended to manage data usage efficiently. To do so, the authors recommend asking the user for the least amount of information possible, offering a data protection policy, and assuring them that their information will not be misused or shared with third parties.
Originality/value
The results obtained have allowed us to establish predictive and explanatory models of the behaviour of the segments and profiles created, which will help companies to improve their relationships with online customers in the coming years.
研究目的
本研究擬提出一個會發展基於樹的分類模型、以及會把案例歸入不同的類別的層次細分。這讓我們能為每個類別考慮到電子商務用戶輪廓的定義和解釋;這亦促進我們優化採用在線渠道的發展工作,而在線渠道於現時2019冠狀病毒病肆虐的情況下,實在供不應求。
研究設計/方法/理念
就創設的細分而言,兩個極端的細分因其明顯的差別和大批量而顯得突出。佔樣本百分之二十三的細分3是擁有最大使用在線渠道傾向的細分,而細分3的特徵包括他們對在線渠道呈高信任度,比其他類別更習慣地使用,以及其相信使用在線渠道會帶來更高的績效,這表示他們相信使用在線渠道是有效的,是快捷的,是可幫助帶來成功的購物體驗的。另外的極端在細分7內發現。這類別佔整體的百分之十七點七,而他們是最不願意使用在線渠道的類別。這類別的特徵和前述的剛剛相反:他們對在線渠道的信任程度是低的,唯其努力期望是低的,也就是說,他們認為使用在線渠道是不會涉及很多在學習上或在實際應用上的困難。即使是這樣,他們較其他人卻較少使用在線渠道。
研究結果
基於研究的結論,我們的建議是:於目前大流行肆虐期間,消費者對於以在線渠道網購各類商品的需求不斷增加,企業應聚焦以下的範疇:企業必須建立消費者對電子商務的信心,並為他們展示電子商務的真正好處;企業也必須使消費者明瞭電子商務如何能改善其生活,以及他們為何要使用電子商務。更重要的是使消費者覺得使用電子商務是輕而易舉的,又不涉及陡峭的學習曲線。凡此種種,就成為消費者改變其網上購物習慣的動力和誘因。至於其他基本的考慮,包括減輕消費者對使用電子商務的不確定情緒,使電子商務易於使用,以及設計一個簡易的、憑直覺能知曉的、方便使用的介面。另外,值得推薦的是、數據使用情況須有效地管理。為此,我們建議應儘量向使用者索取最低限度的資料,為他們提供資料保護政策,保證他們的資料不會被濫用或與第三者分享。
研究的局限
與其他大多數的研究一樣,本研究展現了一系列值得辯論的局限,而這些局限或許會開展未來研究的領域。首先,考慮到使用了一個局限於兩個以因及果演繹而成的、概況相似的相鄰國家為樣本,我們或許需要根據霍夫斯泰德文化維度理論對這兩個國家進行比較,以瞭解它們的文化差異;另外,為求能達致可普遍適用的結論,我們也需把被分析的歐洲國家的數目增加。其次,被使用的變數是兩組變數的組合,他們是從UTAUT2模型中取得的變數,以及在有關的文獻裡,就技術採用而言、使用者認為是重要的變數。就此而言,若其他的理論和變數能被包含其中,則達致的模型將會是一個更為整體的模型。
實務方面的啟示
本研究就一般而言有以下的貢獻:(一) 、 在因大流行病而引起的經濟和社會限制實施時期後,研究人員分析人們如何從一套過去被認定是電子商務平台的重要前身而選擇使用電子商務平台,本研究對這方面的分析作出了貢獻;(二) 、本研究幫助確定從透過CHAID分析而來的分類中得到的顧客細分;(三) 、本研究透過進行連續分解、幫助歸納過去被認定的細分的特徵。
社會方面的啟示
企業必須建立消費者對電子商務的信心,並為他們展示電子商務的真正好處;企業也必須使消費者明瞭電子商務如何能改善其生活,以及他們為何要使用電子商務。更重要的是使消費者覺得使用電子商務是輕而易舉的,又不涉及陡峭的學習曲線。凡此種種,就成為消費者改變其網上購物習慣的動力和誘因。至於其他基本的考慮,包括減輕消費者對使用電子商務的不確定情緒,使電子商務易於使用,以及設計一個簡易的、憑直覺能知曉的、方便使用的介面。另外,值得推薦的是、數據使用情況須有效地管理。為此,我們建議應儘量向使用者索取最低限度的資料,為他們提供資料保護政策,保證他們的資料不會被濫用或與第三者分享。
研究的原創性
本研究所得的結果,讓我們可以建立多個模型、以預測並解說有關的市場部分的行為和被創建的消費者簡介,這會幫助企業改善它們今後與網上顧客的關係。
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Jose Alemany, Elena Del Val and Ana María García-Fornes
Online social networks (OSNs) provide users with mechanisms such as social circles and individual selection to define the audiences (i.e., privacy policy) of the shared…
Abstract
Purpose
Online social networks (OSNs) provide users with mechanisms such as social circles and individual selection to define the audiences (i.e., privacy policy) of the shared information. This privacy decision-making process is a hard and tedious task for users because they have to assess the cost-benefit in a complex environment. Moreover, little is known about how users assess the cost-benefit of matching the elements of online communication and their interests. Therefore, the purpose of this paper is to develop and test a research model to understand the impact that the types of receivers and the sensitivity of messages have on privacy decisions.
Design/methodology/approach
A study was conducted to understand how users evaluate the cost-benefit of the disclosure action in online social networks for the different types of receivers identified and the sensitivity of the message. Data from 400 respondents was collected and analyzed using partial least squares modeling.
Findings
The findings of this study demonstrated a trade-off variance between the perceived cost-benefit and the disclosure of sensitive information with different receiver types. Disclosing personal information with trusted receivers, influencer receivers and receivers from the circle of coworkers had a positive significant effect on social capital building. Conversely, disclosing personal information with receivers from the circle of family or unknown receivers had a significant negative effect on social capital building and even a significant positive effect on privacy concerns.
Originality/value
Recent literature has documented the increasing interest of the research community in understanding users' concerns and interests in making the most suitable privacy decisions. However, most researchers have worked on understanding the disclosure action from a user-centered perspective and have not considered all of the elements of online communication. This study puts the focus on all of the elements of communication during disclosure actions, taking into account the properties of the message and receivers and the impact on users' cost benefit value.
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Alireza Souri, Amir Masoud Rahmani, Nima Jafari Navimipour and Reza Rezaei
The purpose of this paper is to present a formal verification method to prove the correctness of social customer relationship management (CRM)-based service composition approach…
Abstract
Purpose
The purpose of this paper is to present a formal verification method to prove the correctness of social customer relationship management (CRM)-based service composition approach. The correctness of the proposed approach is analyzed to evaluate the customer behavioral interactions for discovering, selecting and composing social CRM-based services. In addition, a Kripke structure-based verification method is presented for verifying the behavioral models of the proposed approach.
Design/methodology/approach
Evaluating the customer behavioral interactions using the social CRM-based service composition approach is an important issue. In addition, formal verification has an important role in assessing the social CRM-based service composition. However, model checking can be efficient as a verification method to evaluate the functional properties of the social CRM-based service composition approach.
Findings
The results of model checking satisfied the logical problems in the proposed behavior model analysis. In the statistical testing, the proposed URM mechanism supported the four knowledge creation process conditions. It was also shown that the percentage of state reachability in the URM with KCP conditions is higher than the URM mechanism without supporting KCP conditions.
Originality/value
The comparison of time and memory consumption of the model checking method shows that the social CRM-based service composition approach covers knowledge process features, which makes it an efficient method.
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