Contactless service encounters among Millennials and Generation Z: the effects of Millennials and Gen Z characteristics on technology self-efficacy and preference for contactless service

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Songmee Kim ◽  
Seyoon Jang ◽  
Woojin Choi ◽  
Chorong Youn ◽  
Yuri Lee
Keyword(s):  
Self Efficacy ◽  
Service Industry ◽  
New Technology ◽  
Service Encounters ◽  
Social Conformity ◽  
Content Type ◽  
Psychological Mechanisms ◽  
The Past ◽  
Generation Z ◽  
Use Of Technology

Purpose“Contactless service” refers to the use of technology in providing products or services without a salesperson. This study explores the mechanism underlying Millennial and Generation Z (M/Z generations) consumers' preference for contactless service over salespersons in retail stores. In addition, this study tests differences between the M/Z generations.Design/methodology/approachThe researchers predict characteristics to be antecedents of young consumer's preference for contactless service over salespersons and that the effects are mediated by technology self-efficacy. Next, a moderating variable (perceived consumer conformity) is added in the path between technology self-efficacy and the preference for contactless service. The hypotheses are tested among 142 Gen Z and 137 Millennial respondents.FindingsThe results show that M/Z generations’ characteristics significantly influence the preference for contactless service, except for security seeking. Also, interests in new technology and safety seeking are perceived higher by M/Z generations. The influence of technology self-efficacy on the preference for contactless service is moderated by social conformity.Originality/valueAs retail technology rapidly develops, the service industry is expected to change from the past, where salespersons played an important role, to contactless services. This study has academic and practical values, for the authors clarify the underlying psychological mechanisms of why young consumers prefer retail technology rather than communication with salespersons.

Cycling tourism: a perspective article

2020 ◽  
Vol 75 (1) ◽  
pp. 162-164
Author(s):  
Heesup Han ◽  
Linda Heejung Lho ◽  
Amr Al-Ansi ◽  
Jongsik Yu
Keyword(s):  
New Technology ◽  
Future Trend ◽  
Past Century ◽  
Tourism Research ◽  
Content Type ◽  
The Past ◽  
Green Power ◽  
Tourism Sector ◽  
Important Trend ◽  
Electric Bicycle

Purpose The purpose of this paper is to expand our understanding of cycling tourism research and the value of bicycles in tourism. Design/methodology/approach The authors examined how cycling tourism research has progressed in past decades and presented their personal points of view regarding the future trend in cycling tourism for the next 75 years. Findings Cycling tourism has obtained its popularity across the world for its high values on physical/mental health, social connections, entertainment and sustainability issues for the past century. Huge transitions in cycling tourism will be created for the next 75 years, which includes from 2020 to 2095, owing to new technology developments, which include electric bicycle and green power generation, urban cities development and environmental concerns/problems. Originality/value This paper offers originality because it successfully explores the past and future perspectives of cycling tourism, which is irrefutably an important trend in the emerging sustainable tourism sector.

Mobile payments adoption by US consumers: an extended TAM

2017 ◽  
Vol 45 (6) ◽  
pp. 626-640 ◽  
Author(s):  
Ainsworth Anthony Bailey ◽  
Iryna Pentina ◽  
Aditya Shankar Mishra ◽  
Mohammed Slim Ben Mimoun
Keyword(s):  
Self Efficacy ◽  
Online Survey ◽  
New Technology ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Convenience Sample ◽  
Content Type ◽  
Privacy Concerns ◽  
The Usa ◽  
Technology Anxiety

Purpose The purpose of this paper is to incorporate mobile payment (MP) self-efficacy, new technology anxiety, and MP privacy concerns into the basic TAM to explore MP adoption, particularly tap-and-go payment, among US consumers. Design/methodology/approach Data were collected through an online survey conducted among students at a Midwestern University in the USA. A total of 254 participants provided 240 useable responses. Findings MP self-efficacy significantly impacts perceived ease of use (PEOUMP) and perceived usefulness of MP (PUMP). These in turn impact MP attitude, which affects intention to use MP. Privacy concerns also impact attitude towards MP and MP use intention. New technology anxiety impacts PEOUMP, but not PUMP. Research limitations/implications The study uses a convenience sample of young US consumers, which could limit the generalisability of the results. The study is also limited to tap-and-go payment. Practical implications US retailers have information on some of the factors that encourage MP adoption. Retailers need to address self-efficacy concerns, MP privacy concerns, and consumers’ perceptions of usefulness of the technology. Originality/value There has been little research on factors impacting tap-and-go payment adoption in the USA. The study highlights the roles of self-efficacy and privacy concerns. It focusses on tap-and-go payment, since this technology can enhance consumers’ retail experience.

Remote leadership in health care: a scoping review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mari Kiljunen ◽  
Elina Laukka ◽  
Tarja K. Koskela ◽  
Outi Ilona Kanste
Keyword(s):  
Health Care ◽  
Scoping Review ◽  
Work Environments ◽  
Research Gaps ◽  
Content Type ◽  
The Past ◽  
Use Of Technology ◽  
Research Themes ◽  
Distance Leadership ◽  
Research Stream

Purpose The degree of remote working has increased in the health-care sector, but remote leadership in health-care contexts has not been systematically studied. Thus, the purpose of this review was to map existing literature and research themes of remote leadership in health care and identify potential research gaps to guide future studies. Design/methodology/approach A scoping review with narrative synthesis was conducted, covering all published literature addressing remote, virtual, online or distance leadership practices. The ABI/INFORM Collection, CINALH, PsycArticles, Scopus and Web of Science, MedNar, Open Grey and PQDT Open databases were searched electronically, and Finnish Journal of eHealth and eWelfare was searched manually. Findings In total 15 articles were included in the review. Most literature concerning remote leadership in health care has been published during the past three decades. The main themes discerned in this research stream are related to interactions, work environments, leadership in practice, use of technology and needs for more study of remote leadership and guidance for remote leaders. Research limitations/implications Research on remote leadership in health care is limited, patchy and associated concepts vary substantially. More comprehensive research on the phenomenon is needed, with more systematic attention to, and coverage of, relevant populations, concepts, contexts and the identified themes. Originality/value To the best of the authors’ knowledge, this appears to be the first review to map research on remote leadership in health care and identify research gaps, which is important as its prevalence has rapidly increased.

Entrepreneurial women in the wine industry: a study in emerging economies

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Abel Duarte Alonso ◽  
Seng Kok ◽  
Jeremy Galbreath
Keyword(s):  
Emerging Economies ◽  
Self Efficacy ◽  
Social Cognitive ◽  
Cognitive Theory ◽  
Wine Industry ◽  
Service Encounters ◽  
South American ◽  
Content Type ◽  
Face To Face

Purpose The purpose of this study is to investigate about women involved in the wine industry of emerging economies, including their journey, perceived progression in the industry, their impact and required characteristics to adapt to this industry. Because of its significance in the context of this research, social cognitive theory (SCT) will be adopted. Design/methodology/approach Face-to-face, in-depth on-site interviews were conducted with 15 female winery owners and managers in three separate South American wine regions. Findings While overall participants recognised persistent barriers for women to work in the wine industry, they also acknowledged increased opportunities for females, which have led to stronger roles for women. Importantly, sensitivity, by being detail-oriented in service encounters while practicing subtlety in winemaking, was revealed as a key differentiating trait. Further, fundamental tenets of SCT, particularly self-efficacy, became apparent when participants reflected on their own journeys, as well as on how future female entrants could successfully adapt to the wine industry. Originality/value The study draws on SCT’s underpinnings to examine an under-researched area, notably, the journey of entrepreneurial women in the wine industry of emerging economies. Apart from the gathered empirical evidence concerning such a journey, a proposed framework extends SCT, thereby highlighting the role of self-efficacy, a determinant factor in enhancing women’s presence and involvement in the wine industry. This presence is closely linked to women’s progression and journey in the industry, where determination contributes to their adaptation, learning and accumulation of knowledge, with important implications for their future and the future of other female entrants.

Post-pandemic pressures to pivot: tech transformations in luxury hotels

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sonia Bharwani ◽  
David Mathews
Keyword(s):  
Human Error ◽  
Online Survey ◽  
New Technology ◽  
Theory And Practice ◽  
High Tech ◽  
Health Crisis ◽  
Content Type ◽  
Luxury Hotels ◽  
Use Of Technology ◽  
The One

PurposeThis study is an empirical exploration of the tech-based transformation strategies being adopted by luxury hotels in India to assuage the fear psychosis and restore guest confidence in the context of the COVID-19 pandemic. It sheds light on the “new normal” and its overarching implications for hotel operations from the user experience perspective.Design/methodology/approachA mixed method strategy was adopted for data collection. Qualitative data was gathered from a video analysis of two webinars with high-profile panels of thought leaders about the challenges arising from the global health crisis and related post-pandemic recovery strategies. This data has been triangulated with desk research and data collected through an online survey which sought to map guest sentiments with respect to resuming the use of hospitality services and their attitude towards the proposed tech transformation initiatives in the Indian luxury hospitality industry.FindingsThe research data indicates that despite their pandemic-related trepidations, people still have a strong urge to be social and to travel. Technology can play a pivotal role in creating safe spaces for social distancing, facilitating a contactless guest interface to alleviate guest concerns for safe hygiene and rebuilding customer confidence to address the trust deficit.Practical implicationsHospitality organisations must be discerning in the investments they make in new technology and contactless experiences because hasty investments in extensive automation may be perceived as gimmicky by guests. Intelligent and astute use of technology tools can minimise human error, optimise service efficiency and enhance guest experience through elevated levels of personalised hospitality in luxury hotels by judiciously marrying high touch with high tech.Originality/valueThis study is the one of the first empirical explorations of the tech transformation strategies adopted by luxury hotels in the Indian context in response to the COVID-19 pandemic. It explores their efforts for the continued co-creation of high value experiences based on consumer perspectives, with implications for both hospitality and tourism theory and practice.

scholarly journals Country-of-origin effect and millennials’ wine preferences–a comparative experiment

2019 ◽  
Vol 122 (8) ◽  
pp. 2425-2441
Author(s):  
Pantea Foroudi ◽  
Maria Teresa Cuomo ◽  
Matteo Rossi ◽  
Giuseppe Festa
Keyword(s):  
Design Methodology ◽  
Country Of Origin ◽  
Marketing Mix ◽  
Comparative Experiment ◽  
Educational Marketing ◽  
Content Type ◽  
Wine Consumption ◽  
The Past ◽  
Generation Z ◽  
Origin Effect

Purpose For wine consumers, the country-of-origin effect still exerts significant influence, even though probably differently from what it was earlier, especially for newer consumer segments. Among these, millennials represent the most interesting segment of the present and future, even though studies on millennials’ behaviour are insidious and newer consumer segments are emerging (Generation Z). The paper aims to discuss this issue. Design/methodology/approach This study focusses on this parameter through a comparative analysis of French and Italian wines – first, on the country-of-origin effect on millennials’ wine preferences, and second, on the possibility of managing this influence by adopting a wine marketing mix based on the innovative 4Es model. Findings The outcomes of the experiment on 121 millennials, despite the limitations of the study, highlight interesting changes – compared with the wine consumption behaviours of the past – regarding the country-of-origin effect and the possibility of managing it. Originality/value The results confirm, similar to the literature on the 4Es model, the possibility of wide areas of action for wine educational marketing initiatives that can change or enhance the country-of-origin perception.

Diffusion of residential RT solar – is lack of funds the real issue?

2019 ◽  
Vol 14 (2) ◽  
pp. 316-334 ◽  
Author(s):  
Ashwini Kumar Aggarwal ◽  
Asif Ali Syed ◽  
Sandeep Garg
Keyword(s):  
Self Efficacy ◽  
Structural Equation ◽  
Green Technology ◽  
Equation Modeling ◽  
Unified Theory ◽  
National Capital Region ◽  
Content Type ◽  
Residential Sector ◽  
Use Of Technology ◽  
Under Performing

Purpose Rooftop (RT) solar in India has grown to 4.4 GW by the end of March 2019 – but it is still under-performing vs national solar mission target of 40 GW. This paper aims to understand the drivers of the purchase intent (PI) for RT solar will enable policymakers to improve the penetration of this new and promising green technology. Design/methodology/approach This paper builds a structural equation modeling model for triggers of the PI of a residential RT solar photo-voltaic (SPV) buyer. The empirical study conducted in Delhi/national capital region of Delhi and Bangalore validates the role of the Unified Theory of Acceptance & Use of Technology (2) constructs in the PI of the residential sector RT solar buyer in India. It also explores a few myths – prior green habits have no relationship with the PI and self-efficacy has been dropped in the final path analysis to improve model fit. Findings This research explores the myth that financial self-efficacy – or prospect’s perception of his capability to fund (through own or credit finance) – will mean that the prospect is likely to be more conducive to an SPV purchase in the city contexts studied. It is more relevant for policymakers to work on factors such as social influence/ beliefs, effort expectancy and price-value beliefs. Other relevant triggers are performance expectancy, hedonic motivation and environmental beliefs. Originality/value This is the first Indian research leveraging multi-city survey of actual households build an empirically verified consumer behavior model for RT SPV in the residential sector leveraging the unified theory of acceptance and use of technology 2 constructs.

The effect of CSR engagement on eWOM on social media

2020 ◽  
Vol 28 (4) ◽  
pp. 941-956 ◽  
Author(s):  
Mobin Fatma ◽  
Andrea Perez Ruiz ◽  
Imran Khan ◽  
Zillur Rahman
Keyword(s):  
Social Media ◽  
Social Networking Sites ◽  
Structural Equation ◽  
Service Industry ◽  
New Technology ◽  
Content Type ◽  
Mediating Role ◽  
Online Social Media ◽  
Indian Banks ◽  
Csr Engagement

Purpose The purpose of this paper is to examine how banks’ level of corporate social responsibility (CSR) engagement influences consumers’ electronic word-of-mouth (eWOM) on Facebook. Furthermore, this study examines the mediating role of consumer identification with a company (C-C identification) in the relationship between CSR engagement and eWOM in online communications. Design/methodology/approach Indian banks have been taken as a study context. The data were collected online from July to August 2018, resulting in 239 valid surveys. Data were analysed using structural equation modelling via AMOS 22.0. Findings The findings in the present study suggest that CSR communication on social networking sites engages consumers and also helps them to identify with the companies and increase their eWOM intentions. Based on this finding, the authors suggest that managers should communicate about CSR engagement on social media to favourably influence identification and eWOM. Practical implications The result highlights the opportunities brought by new technology such as online social media to the service industry. Originality/value The present study contributes to the literature by enriching the understanding of how CSR engagement influences eWOM on social media. Of theoretical concern, this study connects the social identity perspective to CSR in the online context, something not previously explored.

Co-creating tourism experiences through a traveler’s journey: a perspective article

2019 ◽  
Vol 75 (1) ◽  
pp. 56-60 ◽  
Author(s):  
Tingting Zhang
Keyword(s):  
Big Data ◽  
Design Methodology ◽  
Process Model ◽  
Research Priorities ◽  
Future Research ◽  
Content Type ◽  
The Past ◽  
Generation Z ◽  
Tourism Experience ◽  
Travel Industry

Purpose This perspective article aims to summarize research on value co-creation and tourism experience management from the past decades and to propose several future research priorities related to the topic. Design/methodology/approach This perspective article reviews the previous work and offers a process model on co-creating tourism experiences through a traveler’s journey. In addition, the article proposes five future research priorities related to value co-creation strategies in tourism experience management. Findings This perspective article depicts value co-creation activities during the pre-, mid-, and post-travel stages and proposes five research priorities: (1) big data and real-time co-creation will become ubiquitous in future travel experiences, (2) social media will continue to empower travelers throughout their travels, (3) human–robot interactions will increase for travelers’ co-creation activities, and (4) the diversity of travelers and younger generations (Generation Z) will impact co-created travel journeys. Originality/value Co-creation of tourism experiences has been increasing in the travel industry. It is necessary to review what has been said in the past and to project future research priorities and directions for travel academia and practitioners.

Demographics, attitudes, and technology readiness

2017 ◽  
Vol 35 (1) ◽  
pp. 18-39 ◽  
Author(s):  
José I. Rojas-Méndez ◽  
A. Parasuraman ◽  
Nicolas Papadopoulos
Keyword(s):  
New Technology ◽  
Demographic Variables ◽  
Cross Cultural ◽  
Technology Readiness ◽  
Content Type ◽  
Cultural Validity ◽  
Use Of Technology ◽  
The Usa ◽  
Behavior Consistency ◽  
And Gender

Purpose The purpose of this paper is to test the cross-cultural validity of the Technology Readiness Index (TRI) (Parasuraman, 2000) and explore how demographics and attitudinal variables may help to explain adoption and use of technology-based products and services. Design/methodology/approach The study is based on surveys conducted with probabilistic samples from two culturally distant countries, the USA and Chile. Findings Results support the TRI’s cross-cultural validity. They also suggest that demographic variables do matter when explaining people’s willingness to adopt new technology, with education being the most consistent predictor. Moreover, some of the findings seem to challenge the attitude-behavior consistency implied by conventional theory – while attitudinal variables are better predictors of pro-technological behavior in the USA, with technology-related insecurity being the most important of four attitudinal dimensions included in the analysis, demographic variables perform as better predictors in Chile, with educational level outperforming age and gender. Originality/value This is the first-ever cross-cultural test of the TRI using actual consumer samples from two culturally very different countries.

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