Abstract

The Internet and electronic marketplaces have profoundly transformed the travel services industry and challenged the traditional value proposition of travel agencies: What is the reason for their existence if information is abundantly available and transactions can be flexibly conducted in direct buyer-seller interactions on the Internet? Traditional travel agencies are struggling to develop new value propositions which differentiate them against the Internet competition, largely based on expanding their reach through online subsidiaries. We present a reintermediation approach based on a novel way of IT-enabled travel advisory which integrates the advantages of interactive technologies and Internet channels with the advantages of direct customer interaction in the physical agency setting. In particular, we propose a reintermediation framework based on the integration of kernel theories from information seeking behavior, interactive value creation, relationship marketing and the design of hedonic information systems. We argue that physically collocated travel advisory services can create a significant added value, if they succeed in uncovering customers' hidden needs, heightening trust and relationship building in the advisory process and creating a better user experience. Following the design science methodology we validate the proposed framework through the design, implementation and evaluation of a proof-ofconcept prototype in a field experiment in a real-world travel agency.

Stimulating consumers to save water is a challenge and an opportunity for water demand management. Existing ICT systems for behavioural change often do not consider the underlying behavioural determinants in a systematic way. This paper discusses the design of the behavioural change and incentive model combining smart meter data with consumption visualisation and gamified incentive mechanisms to stimulate water saving. We show how the design of such a system can be related to a holistic behavioural change model and how this systematic mapping can inform the design of an integrated incentive model combining different incentive types (virtual, physical, social). The model is implemented in the SmartH2O system and deployed in two pilots. We present the preliminary results for the Swiss pilot, which indicate reduced water consumption, positive user feedback and overall suitability of the designed incentive model.

In a world affected by the constant growth and concentration of the population in urban areas, the problem of preserving natural resources has become a priority. A promising approach to resource conservation is demand management, i.e., the ability to positively influence the behaviour of the population towards more sustainable consumption. Information and Communication Technology (ICT) tools have shown a great potential in influencing consumers' behaviour, which could be exploited for the common good. However, the design of so-called persuasive systems for environmental purposes is a challenging task, because it cannot be based solely on the utilitarian motivation of users, but must be able to trigger a broader range of engagement factors deeply rooted in the human psychology. In this paper, we review the main design principles and models at the base of a class of persuasive system that exploits gamification and Games with a Purpose (GWAPs) to engage users towards sustainability; we identify the most commonly used incentive mechanisms for inducing behavioural changes; and present a selection of gamified systems for energy and water conservation. From such a survey, we distill design guidelines to be applied in the design of demand management socio-technical systems.