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The purpose of this paper is to evaluate how the intermediation of an online agent in the relationship between prospective clients and professional service providers affects individual purchasing processes and decisions, and satisfaction with the professional service provider once the commercial transaction is concluded.

Drawing on the integrated trust-technology acceptance model, modified to include two additional variables to take into account of the specificities of the context investigated – users’ perceived reduction of information asymmetry and satisfaction with the professional service provider – a research framework is developed and tested with a research design combining a decision tree procedure with structural equation modelling and multi-group analysis. Participants are 188 users of an Italian website which incorporates an online agent that refers notaries to prospective clients.

Decisions to purchase professional services brokered by online agents depend upon trust in the agent, and users’ perceptions of the agent’s ability to reduce information asymmetry, as well as its perceived usefulness. Online agents for professional services can be effective as well as efficient: users who bought the service from an agent-referred notary had higher levels of satisfaction with their professional service provider than users who purchased the service from a different notary.

This is the first empirical effort to investigate the effects of online agents in the specific context of professional service purchasing. The uniqueness of the research context permitted identification of a new type of online agent, the “double-sided online referral agent”.

The purpose of this paper is to understand the roles of virtual agents in a virtual co-creation context by exploring their influence on online trust. An empirical study is conducted in the French online wine business to analyse the impacts of different dimensions of virtual agents on generating online trust.

Primary data were collected through a questionnaire targeting French online wine shoppers.

The results demonstrate a positive effect of the utility and hedonic functions of virtual agents on online trust. The findings also confirm the moderating role of the perceived risk.

The authors’ convenience sample shows a bias towards a lack of familiarity with virtual agents.

Wine business actors need to consider their customers’ profiles in order to better adapt virtual agents’ functionality and hence improve their customers’ level of online trust while reducing their risk perception. Additionally, understanding virtual agents’ roles can help identify the underlying mechanisms that emerge in a co-creation process.

The study contributes to a better understanding of the human dimension of co-creation by examining the different roles of virtual agents as sources of customers’ online trust.

As the demand for online auctions increases, the process of monitoring multiple auction houses, deciding which auction to participate in and making the right bids, become challenging tasks for consumers. Hence, knowing the closing price of a given auction would be an advantage, since this information will ensure a win in a given auction. However, predicting a closing price for an auction is not easy, since it is dependent on many factors. The purpose of this paper is to report on a predictor agent that utilises grey system theory to predict the closing price for a given auction.

The focus of the research is on grey system agent. This paper reports on the development of a predictor agent that attempts to predict the online auction closing price in order to maximise the bidder's profit. The performance of this predictor agent is compared with two well‐known techniques, the Simple Exponential Function and the Time Series, in a simulated auction environment and in the eBay auction.

The grey theory agent gives a better result when less input data are made, while the Time Series Agent can be used with the availability of a lot of information. Although the Simple Exponential Function Agent is able to predict well with less input data, it is not an appropriate method to be applied in the prediction model since its formula is not realistic and applicable in predicting the online auction closing price. The experimental results also showed that using moving historical data produces a higher accuracy rate than using fixed historical data for all three agents.

Grey system theory prediction model, GM(1, 1) has not been applied in online auction prediction. In this paper the authors have applied grey theory into an agent to predict the closing price of an online auction, in order to increase the profit of bidders in the bidding stage. The experimental results show that the accuracy of the grey prediction model is more then 90 per cent, with less then eight historical data inputs.

Advances in information communication technologies (ICTs) have changed the tourism distribution channels model, as traditional players continue to disappear or change their business model, while new players and channels emerge because of technological developments. Therefore, this study aims to propose a tourism distribution channels model for European island destinations.

Using an exploratory approach, interviews with 34 tourism stakeholders were conducted at ITB Berlin and WTM London in March 2014 and March/November 2016, and analyzed using thematic analysis.

The findings revealed that a number of changes have taken place within the distribution channels market over the past six years. The disappearance of incoming travel agents has increased, while new forms of online communication and distribution have appeared. In particular, social media, online review sites and mobile channels play an increasingly important role for hoteliers.

ICTs change the online landscape for tourist distribution in island destinations, and practitioners should make use of new online channels and be aware of disappearing tourism players to remain competitive.

First, this paper provides indications for the increased disintermediation in regard to incoming travel agents within the Cretan hospitality and tourism industry. Second, it investigates the issue of tourism distribution channels using a broad range of key tourism and hospitality players to provide a tourism distribution channels model for future reference. Finally, this study offers implications for the development of distribution strategies for tourism businesses and hoteliers in Crete.

The purpose of this paper is to demonstrate a novel use of a generalized Lennard‐Jones (LJ) force law in Physicomimetics, combined with offline evolutionary learning, for the control of swarms of robots moving through obstacle fields towards a goal. The paper then extends the paradigm to demonstrate the utility of a real‐time online adaptive approach named distributed agent evolution with dynamic adaptation to local unexpected scenarios (DAEDALUS).

To achieve the best performance, the parameters of the force law used in the Physicomimetics approach are optimized, using an evolutionary algorithm (EA) (offline learning). A weighted fitness function is utilized consisting of three components: a penalty for collisions, lack of swarm cohesion, and robots not reaching the goal. Each robot of the swarm is then given a slightly mutated copy of the optimized force law rule set found with offline learning and the robots are introduced to a more difficult environment. The online learning framework (DAEDALUS) is used for swarm adaptation in this more difficult environment.

The novel use of the generalized LJ force law combined with an EA surpasses the prior state‐of‐the‐art in the control of swarms of robots moving through obstacle fields. In addition, the DAEDALUS framework allows the swarms of robots to not only learn and share behavioral rules in changing environments (in real time), but also to learn the proper amount of behavioral exploration that is appropriate.

There are significant issues that arise with respect to “wall following methods” and “local minimum trap” problems. “Local minimum trap” problems have been observed in this paper, but this issue is not addressed in detail. The intention is to explore other approaches to develop more robust adaptive algorithms for online learning. It is believed that the learning of the proper amount of behavioral exploration can be accelerated.

In order to provide meaningful comparisons, this paper provides a more complete set of metrics than prior papers in this area. The paper examines the number of collisions between robots and obstacles, the distribution in time of the number of robots that reach the goal, and the connectivity of the formation as it moves.

This paper addresses the difficult task of moving a large number of robots in formation through a large number of obstacles. The important real‐world constraint of “obstructed perception” is modeled. The obstacle density is approximately three times the norm in the literature. The paper shows how concepts from population genetics can be used with swarms of agents to provide fast online adaptive learning in these challenging environments. In addition, this paper also presents a more complete set of metrics of performance.

With the growing trend toward the use of international supply chain and e‐commerce, logistic service providers for product warehousing, transportation and delivery are placing great emphasis on information technology (IT) to be competitive globally. Realizing that the current service tracking system merely supports order status tracking within a service provider, applies mobile agent technology for online order tracking across the global logistic alliances. Utilizes a three‐tier architecture for mobile agent technology and develops a prototype system for global logistic service tracking. Demonstrates the concept and technology proposed. The online service tracking services enable customers to monitor the real‐time status of their service requests and therefore becomes key tool for modern enterprises to compete successfully in a global marketplace.

This study traces the evolution of offered airfares on 50 busy routes on the US domestic market. Our approach differs from that in the literature in the following ways. First, we trace the lowest offered fares for specific round-trip itineraries, acknowledging both that many trips involve return travel and that the round-trip airfare is often not equal to the sum of the two one-way fares. Many previous studies (e.g., Escobari, 2009; Escobari & Gan, 2007) either looked at fare quotes for specific one-way flights or examined the lowest round-trip quote available. Second, our sample of half of the top 100 domestic routes includes itineraries from markets with varying number of competitors as well as from markets with and without the presence of low-cost carriers (LCCs). Third, we have collected fare quotes simultaneously from three leading online travel agents. Thus, our research design allows us to see whether any systematic airfare differences exist across the different online distributors of travel services.

Several tourism destinations are using social media (SM) marketing more than traditional marketing in the developed countries. The increasing use of technology has replaced the role of travel intermediary. Most of the travellers in developed countries are no longer using travel agencies for their services. Many bookings are done online using electronic devices either at office or home. It is, therefore, a fact that SM has come to stay. However, the situation is contrary to some developing countries due to several reasons; for example, unreliable source of energy, communication, poor infrastructure and lack of competition. Most of developing countries depend on tourists from developed nations to consume their tourism destination products. Moreover, the modern travellers are no longer travelling in the dark. They want to have prior knowledge about their destinations. They check online product offerings, certification and destination labels. A modern tourist is becoming a more responsible traveller. SM plays a big role by providing information about many tourism destinations. Nevertheless, there are ongoing debates regarding the usefulness, future and survival of traditional travel agents despite the fact that there are threats from online travel agents and the increasing use of SM. This chapter is a case study of Malawi as a tourist destination. It critically discusses and analyses the impact of SM as a marketing tool. It also analyses the benefits and challenges of the travel agents, and finally confirms that there is a need to embrace technological change in travel and tourism industry in the developing nations.

The research documented in this paper aims to explore e‐business uses in small and medium‐sized tourism enterprises compared with their larger counterparts.

Five case studies were conducted with Thai tourism SMEs to investigate their technology adoption and use experiences. For large‐sized enterprises, an extensive review of industry's practice was conducted. A comparison was then carried out based on the scope of the technology, namely inter‐organisation, intra‐organisation, and front‐end side linking to customers.

In terms of e‐business use, it is not surprising that Thai SMEs remain less advanced in utilising e‐business technology. However, size is found to be a significant factor in determining SME behaviour not only in comparison to larger travel agencies or hotels, but also with the SME sector itself. Associated with this is application complexity that is again significant and linked to relative size. Finally, the choices made by small hotels and travel agents are shown to be influenced by the technology providers.

The main research limitation is a limited generalisibility. Future research on SMEs in developing countries would make the comparison more sound and increase generalisability.

SMEs should pay more attention on strategic use of IT in order to compete with their larger competitors. At the policy level, more education on IT development skills and business potentials of IT are needed.

The paper adds to the literature on IT adoption in SMEs particularly with respect to size within the SME sector, the importance of complexity and the role of technology provider.

This paper seeks to explore factors that can help generate a bigger ripple for diffusive Word‐of‐Mouth (WOM) in an online environment. Specifically, the paper aims to demonstrate how the characteristics of WOM information influence the ripple effect.

The paper used a survey based on real posts in online discussion forums to collect the data. Structural Equation Modelling (SEM) was utilized for analysis.

WOM as diffusive communication could generate a ripple effect. All of the WOM characteristics, which were investigated (quality, authority, authenticity and interestingness), have a positive effect on resenders' acceptance toward WOM, which, in turn, have a significant positive impact on resenders' resending intention. Furthermore, the positive impacts of WOM characteristics on resenders' acceptance exist, regardless of whether the valence of WOM information is positive or negative.

This study provides insights into the role of WOM information in facilitating the WOM ripple effect. However, the specific characteristics of WOM information that influence consumers' perceptions of WOM are not explored in the present research.

The results of the study may help practitioners manipulate and use online WOM information in order to make marketing communications more efficient and influential.