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Erschienen in:
Emotionalise Me: Self-reporting and Arousal Measurements in Virtual Tourism Environments Kapitel lesen Erstes Kapitel lesen

2018 | OriginalPaper | Buchkapitel

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

verfasst von : Soey Sut Ieng Lei, Ksenia Kirillova, Dan Wang

Erschienen in: Information and Communication Technologies in Tourism 2018

Verlag: 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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Vorheriges Kapitel Technology Empowered Real-Time Service
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Metadaten
Titel
Factors Influencing Customers’ Intention to Use Instant Messaging to Communicate with Hotels
verfasst von
Soey Sut Ieng Lei
Ksenia Kirillova
Dan Wang
Copyright-Jahr
2018
Buch
Information and Communication Technologies in Tourism 2018

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

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

Copyright-Jahr: 2018

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