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Emotionalise Me: Self-reporting and Arousal Measurements in Virtual Tourism Environments Read chapter Read first chapter

2018 | OriginalPaper | Chapter

Factors Influencing Customers’ Intention to Use Instant Messaging to Communicate with Hotels

Authors : Soey Sut Ieng Lei, Ksenia Kirillova, Dan Wang

Published in: Information and Communication Technologies in Tourism 2018

Publisher: Springer International Publishing

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Abstract

The means of computer-mediated communications continue to evolve along with the rapid development of IT. Realizing the importance of maintaining a close relationship with customers, hospitality organizations have started adopting new media such as Instant Messaging (IM) applications to communicate with customers. Customers’ intention to adopt IM to communicate with hotels are remained unknown. This study explores factors influencing customers’ intention to use IM to communicate with hotels based on the technology acceptance model and computer-mediated communication theories. Using an experimental design, online survey and nested logistic regression analysis, the findings reveal that age and perceived usefulness of IM exert substantial influence on customers’ intention to use IM for hotel-customer communication. This study provides several theoretical and practical implications.

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Metadata
Title
Factors Influencing Customers’ Intention to Use Instant Messaging to Communicate with Hotels
Authors
Soey Sut Ieng Lei
Ksenia Kirillova
Dan Wang
Copyright Year
2018
Book
Information and Communication Technologies in Tourism 2018

Print ISBN: 978-3-319-72922-0

Electronic ISBN: 978-3-319-72923-7

Copyright Year: 2018

DOI
https://doi.org/10.1007/978-3-319-72923-7_23