Search results

Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.

The chapter describes the implementation of a mobile ethnography project in a tourist destination, including participant recruitment, data collection, data analysis, and the derivation of insights.

The mobile ethnography project allowed to gain deep insights into the customers’ journeys.

Future research will need to further investigate questions of participant recruitment, the effectiveness of incentives as well as the performance of the data collection process. Furthermore the findings of this case need to be replicated in the context of other industries, as well as in other cultural contexts.

Mobile ethnography allows companies to gain more information on customer experience in real-time, thus with reduced cognitive and emotional bias. Therefore, the method can help to improve the touristic service offering and, consequently, customer experience.

As companies are searching for new approaches to research and manage customer experience, this chapter is of high value for both academia and practice.

The purpose of this chapter is to present a general review of free or inexpensive methods of implementing the following mobile services in libraries: Library Websites, Short Message Service (SMS) reference, and Mobile Online Public Access Catalogs (MOPACs). The findings were based on a literature review of materials that discussed mobile technologies in libraries. The findings conclude that libraries with tight budgets should approach their mobilization project in terms of stages, developing content and services sequentially from passive formats, which require little input, to more dynamic items, which entail greater interaction. Most free and inexpensive mobile services are geared toward passive formats, providing a starting point for libraries with limited budgets. Scope of the chapter is limited to public and university libraries and initiatives for smartphones. Prices listed are in USD as of January 2011 and may be subject to change. The costs of training, management, and development time by libraries were not factored into the costs. Mobile services have become one of the biggest new library trends. Simply keeping abreast of library service options made possible through advances in mobile technology can be a challenge. In addition, tough economic times have prevented many libraries from actually implementing mobile services. This chapter discusses a number of ways for libraries to create their own mobile initiative with little to no money at all—except of course for the hidden cost of staff effort.

The aim of this research work is to examine the originator which is affecting in Thailand the adoption of m-commerce (based on the behavioural intention). The usage of m-commerce has faced reluctance by the subscribers of mobile phone, which is in general the most anticipated challenge among both the developing and developed countries. Similarly, there are restricted empirical research work regarding to the m-commerce in Thailand. As a result, in the situation of developing countries (for instance, Thailand specially), very less numbers of research exist for the recognition of important variables for the m-commerce installation or estimating the m-commerce adoption variables. For explaining the behavioural targets of subscribers and for estimation generally the model that has been used is referred to as technology acceptance model (TAM). First, the factor subjective norms by the region of technology acceptance had contradictory outcomes and inconsistency to the behavioural target. In this study, we employed the Smart Partial Least Square Structural Equation Modelling version 3.2.6 as a data analysis technique. The response rate of the current study is 81%. The results have certainty that has established the presence of these associations between the users which implicated the significance of subjective norms in Thailand which were recognized. The personal opinion of usefulness, perceptions of attitude and easy usage to m-commerce are the important features towards the subjective norms which are the social impacts.