I decided to visit my friends in Stockholm, Sweden in October. Took an overnight flight to Northern Europe from East Africa, and same as the return journey. It saved me two days of accommodation in this way. I can als...I decided to visit my friends in Stockholm, Sweden in October. Took an overnight flight to Northern Europe from East Africa, and same as the return journey. It saved me two days of accommodation in this way. I can also go directly to the scenic spots if I am not tired after getting off the plane.展开更多
This paper explores and validates the process of customer value creation in self-service technologies(SSTs)in the context of the tourism industry.As the self-technology has been gradually advanced,its adoption in the ...This paper explores and validates the process of customer value creation in self-service technologies(SSTs)in the context of the tourism industry.As the self-technology has been gradually advanced,its adoption in the tourism industry has brought many changes.A new trend of self-service technologies has helped service firms to save the labor costs and customers’waiting time for transactions.The purpose of this study is to confirm an applicability and a design of the original model of SSTs and explore the connection between SSTs and creation of value perception through a confirmatory factor analysis in the context of the tourism industry.Furthermore,the results of the online survey questionnaire from 234 responses in the United States and South Korea are explained in this study.The results of this study concluded that five statistically important factors are related to customers’motivations to use SSTs and enable customers to interact with SSTs as“SST location and capacity planning”,“SST service quality”,“motivations to use SST”,“SST design”,and“SST encounter”.These factors may imply an important meaning to better understand about customer value during the adoption of SSTs in the tourism industry.Tourism firms may use the results of this study to effectively enhance how customers perceive value about their products and services during the usage of SSTs.This will help tourism firms’efficiencies on the adoption of SSTs for their business plans and help them remain profitable in the competitive market.展开更多
Technology has become crucial for businesses to deliver faster and smoother services for growing numbers of customers at lower operating costs,and aviation is no exception.Airports and airlines have made significant i...Technology has become crucial for businesses to deliver faster and smoother services for growing numbers of customers at lower operating costs,and aviation is no exception.Airports and airlines have made significant investments in a range of back-office and customer-facing technologies including introducing self-service checkin and bag drop in order to enhance the vip experience and reduce processing times.However,while uptake of these technologies among certain customer segments has been strong,other passengers are reluctant to use them and prefer interacting with human staff members which leads to inconsistency in the service offer and additional costs for airlines.The aim of this paper is to identify the issues related to passenger non-adoption of self-service technologies in airports and make recommendations for how airlines and airports might approach this issue in the future.展开更多
Airlines and airports continuously improve operational efficiency and enhance service quality,especially through self-service technology(SST).Although there are several reviews on SST,the aviation industry has been co...Airlines and airports continuously improve operational efficiency and enhance service quality,especially through self-service technology(SST).Although there are several reviews on SST,the aviation industry has been com-paratively overlooked.This study offers a systematic review of the existing literature on aviation SST(e.g.,self-check-in kiosks and web/e-ticketing)from the customer service perspective.Starting from a rich dataset of 678 peer-reviewed journal articles listed in Scopus,after some screening processes,98 articles remained and were included in the full-text review and analysis.Accordingly,we found that the aviation SST literature focused on some geographical locations,e.g.,North America and Asia,but not others(e.g.,Africa or Oceania).Its three main research themes are customer adoption,customer satisfaction,and customer experience,in which the Technol-ogy Acceptance Model(TAM)is the dominant framework.In addition,the use of SST from the environmental perspective was rarely studied while newer SSTs such as customer service chatbots and biometric check-in will need more attention.展开更多
This article introduces several of the more significant service delivery innovations and their resulting accomplishments instigated by Dongguan Library(thereafter abbreviated as DGL) in recent years. The textual expos...This article introduces several of the more significant service delivery innovations and their resulting accomplishments instigated by Dongguan Library(thereafter abbreviated as DGL) in recent years. The textual exposition of this paper is based on a case study of DGL by this author about its user-centered vision, mission, immediate objectives and the exhibited service performance within a contextual environment of collegial support from its professional peers. After a five-year period of intensive efforts on such focused professional development and practice, DGL has completed its information service mapping and information delivery for the entire municipality of Dongguan on a 7-day and twentyfour-hour(7/24) basis. This singular feast of accomplishment seems to suggest the moral that any significant development of scale of a municipal library has to be in keeping pace closely with the progress of the society at large in general and with the changing information demands of its local clientele in particular.展开更多
文摘I decided to visit my friends in Stockholm, Sweden in October. Took an overnight flight to Northern Europe from East Africa, and same as the return journey. It saved me two days of accommodation in this way. I can also go directly to the scenic spots if I am not tired after getting off the plane.
文摘This paper explores and validates the process of customer value creation in self-service technologies(SSTs)in the context of the tourism industry.As the self-technology has been gradually advanced,its adoption in the tourism industry has brought many changes.A new trend of self-service technologies has helped service firms to save the labor costs and customers’waiting time for transactions.The purpose of this study is to confirm an applicability and a design of the original model of SSTs and explore the connection between SSTs and creation of value perception through a confirmatory factor analysis in the context of the tourism industry.Furthermore,the results of the online survey questionnaire from 234 responses in the United States and South Korea are explained in this study.The results of this study concluded that five statistically important factors are related to customers’motivations to use SSTs and enable customers to interact with SSTs as“SST location and capacity planning”,“SST service quality”,“motivations to use SST”,“SST design”,and“SST encounter”.These factors may imply an important meaning to better understand about customer value during the adoption of SSTs in the tourism industry.Tourism firms may use the results of this study to effectively enhance how customers perceive value about their products and services during the usage of SSTs.This will help tourism firms’efficiencies on the adoption of SSTs for their business plans and help them remain profitable in the competitive market.
文摘Technology has become crucial for businesses to deliver faster and smoother services for growing numbers of customers at lower operating costs,and aviation is no exception.Airports and airlines have made significant investments in a range of back-office and customer-facing technologies including introducing self-service checkin and bag drop in order to enhance the vip experience and reduce processing times.However,while uptake of these technologies among certain customer segments has been strong,other passengers are reluctant to use them and prefer interacting with human staff members which leads to inconsistency in the service offer and additional costs for airlines.The aim of this paper is to identify the issues related to passenger non-adoption of self-service technologies in airports and make recommendations for how airlines and airports might approach this issue in the future.
文摘Airlines and airports continuously improve operational efficiency and enhance service quality,especially through self-service technology(SST).Although there are several reviews on SST,the aviation industry has been com-paratively overlooked.This study offers a systematic review of the existing literature on aviation SST(e.g.,self-check-in kiosks and web/e-ticketing)from the customer service perspective.Starting from a rich dataset of 678 peer-reviewed journal articles listed in Scopus,after some screening processes,98 articles remained and were included in the full-text review and analysis.Accordingly,we found that the aviation SST literature focused on some geographical locations,e.g.,North America and Asia,but not others(e.g.,Africa or Oceania).Its three main research themes are customer adoption,customer satisfaction,and customer experience,in which the Technol-ogy Acceptance Model(TAM)is the dominant framework.In addition,the use of SST from the environmental perspective was rarely studied while newer SSTs such as customer service chatbots and biometric check-in will need more attention.
文摘This article introduces several of the more significant service delivery innovations and their resulting accomplishments instigated by Dongguan Library(thereafter abbreviated as DGL) in recent years. The textual exposition of this paper is based on a case study of DGL by this author about its user-centered vision, mission, immediate objectives and the exhibited service performance within a contextual environment of collegial support from its professional peers. After a five-year period of intensive efforts on such focused professional development and practice, DGL has completed its information service mapping and information delivery for the entire municipality of Dongguan on a 7-day and twentyfour-hour(7/24) basis. This singular feast of accomplishment seems to suggest the moral that any significant development of scale of a municipal library has to be in keeping pace closely with the progress of the society at large in general and with the changing information demands of its local clientele in particular.
