How can hotel smartphone apps enhance hotel guest experiences? An integrated model of experiential value

Kim, Hyeongmin; Huh, Chang Hun; Song, Chanho; Lee, Myong Jae

doi:10.1108/jhtt-07-2020-0176

Cited by 10 publications

(5 citation statements)

References 115 publications

(146 reference statements)

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“…As most people are not in the office during holidays, smartphones are naturally needed as an important medium of communication to avoid work mistakes due to a lack of communication [35,133]. In contrast, this study suggests that there is no long period of free time to communicate or do other things in tourism (except during a stay at a hotel [134]), so the effect of smartphone communication on TH is non-significant. Finally, smartphone communication does not affect the relationship between SL and TH as a mediating variable, possibly because the relationship itself is non-significant.…”

Section: Discussion About Smartphone Communicationmentioning

confidence: 62%

Effect of Social Loneliness on Tourist Happiness: A Mediation Analysis Based on Smartphone Usage

2023

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Smartphone usage affects the relationship between social loneliness in tourism and tourist happiness. This study discusses the effect of social loneliness on tourist happiness by considering three aspects of smartphone usage—habitual smartphone behaviors, smartphone communication, and smart tourism applications—as mediating variables. Based on stimulus–organism–response theory, this study collected data through questionnaires, analyzed the data using SPSS and Amos, and reached three findings, as follows: (1) Social loneliness affects tourist happiness either directly or indirectly. (2) Habitual smartphone behaviors not only directly affect tourist happiness but also affect tourist happiness as a mediating variable and multiple mediating variables. (3) Smartphone communication does not affect tourist happiness either directly or indirectly as a mediating variable or as one of multiple mediating variables of social loneliness. (4) Smart tourism applications not only directly affect tourist happiness but also affect tourist happiness indirectly as one of multiple mediating variables. This study is not only conducive to exploring social loneliness and the influence mechanism of social loneliness on tourist happiness, but it is also conducive to suggesting that scenic spots should add interesting group activities in project development to reduce social loneliness. Attention should also be paid to social loneliness in destination marketing.

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Section: Discussion About Smartphone Communicationmentioning

confidence: 62%

Effect of Social Loneliness on Tourist Happiness: A Mediation Analysis Based on Smartphone Usage

2023

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“…Antecedent factors include individual characteristics, perception, motivation and technological features (Ozturk et al , 2021). Adopting mobile applications includes satisfaction, continued usage, loyalty, engagement and experiential value (Kim et al , 2021). Mobile applications, as one of the sales channels, are important for airline revenue management (Katsoni and Poulaki, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

“…information-seeking) and post-purchase process (e.g. feedback on service experience and satisfaction rating) in the travel and tourism industry (Castañeda et al , 2019; Kim et al , 2021). However, limited research focuses on changes in the purchase process after mobile application adoption.…”

Section: Introductionmentioning

confidence: 99%

The impact of mobile applications on airline ticket purchasing behavior: a quasi-experiment

Chen,

Liu,

Zhang

2023

JHTT

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Purpose This paper aims to investigate the causal inferences between mobile application adoption and changes in travelers’ purchasing behavior regarding services supported by the travel and tourism industry. Design/methodology/approach Using a quasi-experiment conducted by an airline, data sets from more than 10,000 travelers were collected, and hypotheses were tested using propensity score matching and difference-in-difference methods. Findings Mobile application adoption has a significant positive effect on the total purchasing frequency of services and a significant adverse effect on booking tickets in advance and purchasing frequency from self-owned websites. Besides, this finding also suggested that members or travelers who had high average purchases in the past tend to buy more air tickets on average after mobile application adoption, while the number of days to book tickets in advance and purchase auxiliary services declined after mobile application adoption. However, males purchased more auxiliary services via mobile applications. Research limitations/implications The study is based on the causal effect of mobile application adoption on purchasing behavior. Nevertheless, the theoretical basis remains relatively weak. Furthermore, the underlying mechanisms that cause the changes in purchasing behavior via mobile applications need to be elucidated. Practical implications This study enriches the hospitality and tourism literature on mobile application adoptions, multichannel purchasing behavior and revenue management. First, a quasi-experimental design is used to verify a causal relationship between mobile applications’ adoption and travelers’ purchasing behavior in the travel and tourism industry. Second, this study adds to examining travelers’ multichannel purchasing behavior in the travel and tourism industry. Third, this work enriches the current literature that explores auxiliary services and revenue management in the travel industry. Originality/value Mobile application adoption significantly impacted the travel and tourism industry. Besides, To the best of the authors’ knowledge, this is one of the first empirical studies that examined changes in purchasing behavior due to mobile application adoption from the perspective of service type. The findings provide the first evidence of the impact of mobile application adoption on service purchasing in the travel industry.

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“…In particular, cognitive appraisal is related to consumers' perception of the live delivery of E-commerce retail (such as consumer trust). In contrast, customers' enjoyment is expressed through emotional evaluation [54] . Experiences that stimulate strong emotions are usually handled psychologically.…”

Section: Theoretical Implicationmentioning

confidence: 99%

Bibliometric knowledge mapping of consumers’ inferring shopping experience in live E-commerce platform on data mining

Min,

Tan

2023

Environ Soc Psychol

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This study utilizes bibliometric knowledge mapping to guide the development of consumer behavior within a theoretical framework in live E-commerce environments. This analysis is based on data collected by existing customers on platforms such as Taobao, JD.com, Mogujie, Xiaohongshu, and Jumei Youpin. The literature survey chart is based on 2000 articles. The resulting theoretical concept shares the same structure as the stimulus-organism-response (S-O-R) model of consumer behaviors. The stimulus has social, technical, stream and viewer factors. The social stimulus includes social influence, and interaction among the live anchor and the consumers. The stream factor is represented by vicarious learning. The technical stimulus consists of performance and effort expectancies, the synchronicity of live session and system, and system and service quality. The viewer stimulus consists of impulsive buying tendency and innovativeness of consumers. Multilayer perceptron neural network (MLP-NN), which integrates many variables in bibliometrics, has become an effective means to guide Structural Equation Modeling (SEM) analysis and configuration, thus generating a knowledge base. The study offers many practical and theoretical implications, for instance, numerous theories are found fit to explain the roles of social stimuli such as cognitive development theory. Trust and enjoyment are found to significantly influence consumers’ flow state, which implies the working of cognitive appraisal theory, as an expanded insight into the flow theory of consumer behaviors. In addition, addiction to live is another factor that is significantly critical to influencing the impulsive buying of consumers.

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How can hotel smartphone apps enhance hotel guest experiences? An integrated model of experiential value

Cited by 10 publications

References 115 publications

Effect of Social Loneliness on Tourist Happiness: A Mediation Analysis Based on Smartphone Usage

Effect of Social Loneliness on Tourist Happiness: A Mediation Analysis Based on Smartphone Usage

The impact of mobile applications on airline ticket purchasing behavior: a quasi-experiment

Bibliometric knowledge mapping of consumers’ inferring shopping experience in live E-commerce platform on data mining

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