Purpose – The purpose of this study is three fold: to provide a preliminary exploration of meeting planners' use and perceived usefulness of the different types of social media; to examine why meeting planners use social media and; to investigate the perception of adopting the social media,...

Purpose – Today's increasingly interconnected world presents substantial challenges for the security of air travel, which can be attenuated by using registered traveler biometric systems (RTBS). While several systems have been deployed (i.e. Global Entry), it is not clear how a mass adoption...

Purpose – This study aims to explore: the impact of customers' previous experience on their likelihood of using kiosks at quick service restaurants (QSRs); a mediating role of customer readiness (i.e. role clarity, ability, extrinsic motivation, intrinsic motivation) between customers'...

Purpose – This paper aims to discuss how hospitality organizations can facilitate knowledge management (KM) better through information technology (IT) tools. Design/methodology/approach – The paper is developed based on a synthesis of previous literature. Findings – Knowledge can be seen...

Purpose – The purpose of this study is to examine customer intentions to download mobile applications in the hospitality industry. Even though major hospitality companies offer the mobile applications, many customers have not utilized them. The results showed what encouraged customers to...

Purpose – The broad goal of the study is to determine how travelers communicate in the cyberspace in relation to their positive and negative experiences they had when staying in a particular hotel. Further goals of this study include identifying the main themes that motivate consumers to...

Purpose – The purpose of this paper is to investigate the relationship between CRM dimensions (i.e. customer orientation, CRM organization, knowledge management, and technology based CRM) and various aspects of organization performance (i.e. financial, customer, internal process, and learning...

Purpose – The aim of this paper is to advance their knowledge on the extent to which tourists use social networks for both achieving information on possible destinations and for expressing negative judgements, in order to figure out the main consequences for tourism marketers and possible...

Purpose – Near field communication (NFC) is currently perceived to be one of the most promising technologies for the future and will most likely become the standard in mobile devices in the years to come. Due to the novel nature of this technology, the assessment of its importance for the...

Purpose – The emergence of innovative internet-based reservation systems (iReservation systems) is threatening the sustainability of retail travel agencies (TAs) in Brunei Darussalam. With the friendliness and convenience offered by iReservation systems, many customers nowadays prefer to book...