User categories of mobile travel services

Niklas Eriksson

33 citations0/0 files storedJournal of Hospitality and Tourism Technology

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Technology Adoption and User Behaviour Diverse Aspects of Tourism Research Health, Technology, Consumer Behavior

Abstract

Purpose – This study aims to identify user categories of mobile travel services and analyze the differences between the categories based on individual characteristics, the individuals' perceived barriers to use internet-/mobile services during a trip and the individuals' preferred channel strategies. Design/methodology/approach – An extensive online survey in Finland was conducted to collect the data and a cluster analysis is used to identify the user categories. Findings – The study indicates that there are four user categories of mobile travel services: “info-seekers”, “checkers”, “bookers” and “all-rounders” and one group of “non-users”. Research limitations/implications – Due to the online data collection method and the self-selective process, the sample may be biased towards respondents finding electronic travel services important. It would be of value to conduct similar studies on a representative sample of the total population of different countries. Practical implications – The identified categories can be seen as consumer segments for which travel service providers can target mobile services. Originality/value – This study contributes with a categorization of mobile travelers and provides insights on the diffusion of mobile travel services.

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References

2019Diffusion of Innovations 1 1987Dimensions of Consumer Expertise 2008Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research 2000Technology Readiness Index (Tri)2000Service Management and Marketing: A Customer Relationship Management Approach 1987Consumer Behaviour in Tourism 2004Determinants of adoption of third generation mobile multimedia services 2007The impact of consumer Internet experience on channel preference and usage intentions across the different stages of the buying process

Cited by

2018A comprehensive review of mobile technology use in hospitality and tourism 2014Technology as a Catalyst of Change: Enablers and Barriers of the Tourist Experience and Their Consequences 2015An investigation of multiple devices and information sources used in the hotel booking process 2015Applying Innovation Resistance Theory to Understand Consumer Resistance of Using Online Travel in Thailand 2018Business travellers’ use of mobile travel applications: a generational analysis

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