Engaging Customers in Value Co-Creation Through Mobile Instant Messaging in the Tourism and Hospitality Industry

2019 ◽  
Vol 44 (2) ◽  
pp. 229-251 ◽  
Author(s):  
Sut Ieng Lei ◽  
Shun Ye ◽  
Dan Wang ◽  
Rob Law
Keyword(s):  
Service Providers ◽  
Instant Messaging ◽  
Rapid Development ◽  
Computer Mediated Communication ◽  
Customer Engagement ◽  
Mediated Communication ◽  
Computer Mediated ◽  
Hospitality Organizations ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality

Tourism and hospitality service providers have been seeking ways to engage customers in the value creation process to deliver personalized experiences. Such practices have been facilitated by the rapid development of information communication technology. Extant research on online customer engagement focuses mostly on computer-based platforms. Mobile instant messaging (IM) has rarely been explored despite its substantial potential for firm–customer interactions. On the basis of service–dominant logic and computer-mediated communication theories, this study examines customers’ perceived co-creation experience facilitated by mobile IM. It empirically tests the influencing factors and effects of such co-creation experience. The findings extend the theoretical framework of value co-creation to a context mediated by mobile IM. Managerial suggestions are provided for tourism and hospitality organizations.

My Click is My Bond

Gamification ◽  
2015 ◽  
pp. 1734-1750
Author(s):  
Jonathan Bishop
Keyword(s):  
European Union ◽  
Internet Use ◽  
Service Providers ◽  
Computer Mediated Communication ◽  
Contract Law ◽  
The European Union ◽  
Mediated Communication ◽  
The People ◽  
Computer Mediated

The growth in Internet use is not only placing pressure on service providers to maintain adequate bandwidth but also the people who run the Websites that operate through them. Called systems operators, or sysops, these people face a number of different obligations arising out of the use of their computer-mediated communication platforms. Most notable are contracts, which nearly all Websites have, and in the case of e-commerce sites in the European Union, there are contractual terms they must have. This chapter sets out to investigate how the role contract law can both help and hinder sysops and their users. Sysop powers are limited by sysop prerogative, which is everything they can do which has not been taken away by statute or given away by contract. The chapter finds that there are a number of special considerations for sysops in how they use contracts in order that they are not open to obligations through disabled or vulnerable users being abused by others.

The systematization and typology of the instant messaging writing system used by young Israeli Arabs

2008 ◽  
Vol 11 (1) ◽  
pp. 35-48 ◽  
Author(s):  
Sandy Habib ◽  
Dennis Kurzon
Keyword(s):  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Writing System ◽  
Mediated Communication ◽  
Computer Mediated ◽  
Israeli Arabs ◽  
Roman Script

This study investigates a new writing system based on the Roman script that has been used by Israeli Arabs in Israel for about ten years. This system is associated with instant messaging (IM); people usually use it when sending SMSs or when utilizing any of the computer-mediated communication forms, such as Messenger. The paper focuses on the systematization and the typology of this writing system based on data collected from about 40 participants studying in the same school. The results show that most of the participants have used this system systematically, and that this system can be classified as a developing alphabet.

IM's Growth, Benefits, and Impact on Communication

2011 ◽  
pp. 804-814
Author(s):  
Sarah Rofofsky Marcus
Keyword(s):  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Synchronous Communication ◽  
Written Communication ◽  
Mediated Communication ◽  
Face To Face ◽  
Computer Mediated ◽  
Pros And Cons

This chapter introduces synchronous, one-on-one, computer mediated communication. A discussion then is presented on the growth of typewritten, synchronous communication, beginning with the Tele- Typewriter/Telecommunications Device for the Deaf (TTY/TDD), and how instant messaging (IM) can benefit those who are deaf, and also others who wish to communicate rapidly without the use of a telephone or face-to-face (f2f) communication. Besides discussing benefits of synchronous, text-based, one-on-one communication, this chapter will also address the downfall to the written communication caused by the overuse of abbreviations and emoticons that is coming into regular use outside of the IM environment. After the author examines the pros and cons of CMC via IM, implications of the growth of CMC via IM are considered.

scholarly journals Linguistic Style Accommodation Shapes Impression Formation and Rapport in Computer-Mediated Communication

2017 ◽  
Vol 36 (5) ◽  
pp. 525-548 ◽  
Author(s):  
Kate Muir ◽  
Adam Joinson ◽  
Rachel Cotterill ◽  
Nigel Dewdney
Keyword(s):  
Low Power ◽  
Impression Formation ◽  
Social Power ◽  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Mediated Communication ◽  
Linguistic Style ◽  
Computer Mediated ◽  
Power Role ◽  
Interpersonal Impressions

Communication accommodation theory predicts that social power plays an important role in influencing communicative behaviors. Previous research suggests these effects extend to linguistic style, thought to be a nonconscious aspect of communication. Here, we explore if these effects hold when individuals converse using a medium limited in personal cues, computer-mediated communication. We manipulated social power in instant messaging conversations and measured subsequent interpersonal impressions. Low power induced greater likelihood of linguistic style accommodation, across between- (Study 1) and within-subjects (Study 2) experiments. Accommodation by those in a low-power role had no impact on impressions formed by their partner. In contrast, linguistic style accommodation by individuals in a high-power role was associated with negative interpersonal impressions formed by their lower power partner. The results show robust effects of power in shaping language use across computer-mediated communication. Furthermore, the interpersonal effects of linguistic accommodation depend on the conversational norms of the social context.

Enregistering internet language

2010 ◽  
Vol 39 (4) ◽  
pp. 457-492 ◽  
Author(s):  
Lauren Squires
Keyword(s):  
Language Ideology ◽  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Standard English ◽  
Technological Determinism ◽  
Mediated Communication ◽  
Language Variety ◽  
Academic Scholarship ◽  
Computer Mediated ◽  
Standard Language Ideology

AbstractThis article investigates the enregisterment of an internet-specific language variety and its features. The enregisterment of internet language is explored through several sites of metadiscourse: academic scholarship about computer-mediated communication, uses of the metalinguistic termsnetspeakandchatspeakin print media, and online comment threads about language and the internet. This metadiscourse provides evidence of a shared concept of internet language as comprising distinctive written features, primarily acronyms, abbreviations, and respellings. Internet language's enregisterment emerges from standard language ideology and deterministic views of technology, where the construal of these features as both nonstandard and internet-specific articulates the perceived distinctiveness of internet interactions. Yet empirical evidence shows that these features are relatively rare in instant messaging conversations, one form of interaction to which internet language is attributed; this discrepancy has implications for the application of indexical order to enregisterment. (Enregisterment, language ideology, computer-mediated communication, internet, metadiscourse, indexical order, Standard English, technological determinism, mass media)*

scholarly journals “Netlect” in Albanian: The Social Network Variety

2018 ◽  
Vol 9 (6) ◽  
pp. 101-105
Author(s):  
Rrahman Paçarizi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Mediated Communication ◽  
Cognitive Approach ◽  
Language Variety ◽  
Computer Mediated ◽  
The Social

Abstract Instant messaging, texting, or even Computer Mediated Communication are the terms used to refer to communication in social networks. These terms are not the most appropriate ones because the technology and platforms of this way of communication have evolved rapidly. Since this communication is widespread, there is a need to have a much more standardized communication in terms of the language variety used for it. Having in mind various principles of socio cognitive approach in terminology, the study aimed to build a new appropriate term in this regard. Having in mind all the circumstances and the scale of standardization of this way of communication, I think that the best term that fits it is “Netlect”. This is done in order to include, using the same word, the name of the platform where this communication is being developed (net) and the paradigm for linguistic variety (lect), as in socio+lect, dia+lect etc. The case of Albanian and other languages goes in favour of this term because we are talking about “a language variety that never existed before”, as Ferrara, Brunner, and Whittemore stated earlier in 1991.

My Click is My Bond

2014 ◽  
pp. 1-16 ◽  
Author(s):  
Jonathan Bishop
Keyword(s):  
European Union ◽  
Internet Use ◽  
Service Providers ◽  
Computer Mediated Communication ◽  
Contract Law ◽  
The European Union ◽  
Mediated Communication ◽  
The People ◽  
Computer Mediated

The growth in Internet use is not only placing pressure on service providers to maintain adequate bandwidth but also the people who run the Websites that operate through them. Called systems operators, or sysops, these people face a number of different obligations arising out of the use of their computer-mediated communication platforms. Most notable are contracts, which nearly all Websites have, and in the case of e-commerce sites in the European Union, there are contractual terms they must have. This chapter sets out to investigate how the role contract law can both help and hinder sysops and their users. Sysop powers are limited by sysop prerogative, which is everything they can do which has not been taken away by statute or given away by contract. The chapter finds that there are a number of special considerations for sysops in how they use contracts in order that they are not open to obligations through disabled or vulnerable users being abused by others.

scholarly journals Getippte Dialoge in neuen Medien. Sprachkritische Aspekte und linguistische Analysen

2009 ◽  
Vol 37 (1) ◽  
Author(s):  
Christa Dürscheid ◽  
Sarah Brommer
Keyword(s):  
New Media ◽  
Mobile Phone ◽  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Oral Communication ◽  
Mediated Communication ◽  
Interactional Linguistics ◽  
The Public ◽  
Computer Mediated ◽  
Private Writing

This article focuses on every day communication in New Media with special regards to private writing on Instant Messaging. After brief introductory thoughts about writings beyond the linguistic norm in New Media we compare the specific circumstances of "new" writing via internet and mobile phone with "traditional" offline writing that can be realized by the use of a computer, a type writer or by hand. How this new writing is judged by the public, whether it is considered to be "good" or "bad" and how experts position themselves in this discussion, is shown in section 3. Section 4 takes a look at which linguistic theories might apply to the analysis of typed dialogues in computer mediated communication. The main focus here is on the theory of Interactional Linguistics which formerly had been applied only to the analysis of oral communication. Finally, language critical and linguistic aspects of writing in the New Media are discussed in a brief synopsis.

Doing business and constructing identities through small talk in workplace instant messaging

2019 ◽  
Vol 10 (4) ◽  
pp. 559-583
Author(s):  
Bernie Chun Nam Mak
Keyword(s):  
Instant Messaging ◽  
Computer Mediated Communication ◽  
Multiple Identities ◽  
Computer Work ◽  
Mediated Communication ◽  
Small Talk ◽  
Doing Business ◽  
Computer Mediated ◽  
Instant Messenger ◽  
Work Affect

Abstract This paper describes how bilingual colleagues living in Hong Kong make small talk in instant messaging to achieve various business-oriented goals and construct multiple identities in the discursive process. Guided by James Paul Gee’s revised framework of discourse analysis, the analyses evidenced that, overall, colleagues use small talk in instant messages to maintain minimal ties with distant partners, fill in silence during computer work, affect informal decision-making at work, and to diffuse useful surrounding information into business talk. These instances interplay with different affordances provided by the gadgets in the instant messenger interfaces. Such creative usage, together with the perceived nature of online interaction and instant messaging, results in multiple and turbulent identities circulating in the broader context of workplace discourse. The article concludes by arguing that computer-mediated communication has offered participants an emerging modus of interacting socially, beyond the physical and psychological constraints of time and space.

Sign in / Sign up

Export Citation Format

Share Document