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Factors Influencing Customers’ Intention to Use Instant Messaging to Communicate with Hotels

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Book cover Information and Communication Technologies in Tourism 2018

Abstract

The means of computer-mediated communications continue to evolve along with the rapid development of IT. Realizing the importance of maintaining a close relationship with customers, hospitality organizations have started adopting new media such as Instant Messaging (IM) applications to communicate with customers. Customers’ intention to adopt IM to communicate with hotels are remained unknown. This study explores factors influencing customers’ intention to use IM to communicate with hotels based on the technology acceptance model and computer-mediated communication theories. Using an experimental design, online survey and nested logistic regression analysis, the findings reveal that age and perceived usefulness of IM exert substantial influence on customers’ intention to use IM for hotel-customer communication. This study provides several theoretical and practical implications.

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Authors and Affiliations

  1. School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Kowloon, Hong Kong SAR

    Soey Sut Ieng Lei, Ksenia Kirillova & Dan Wang

Authors
  1. Soey Sut Ieng Lei
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  2. Ksenia Kirillova
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  3. Dan Wang
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Corresponding author

Correspondence to Soey Sut Ieng Lei .

Editor information

Editors and Affiliations

  1. School of Hospitality and Tourism Management, University of Surrey, Guildford, United Kingdom

    Brigitte Stangl

  2. Business School, Centre for Tourism Studies, University of Eastern Finland, Kuopio, Finland

    Juho Pesonen

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Lei, S.S.I., Kirillova, K., Wang, D. (2018). Factors Influencing Customers’ Intention to Use Instant Messaging to Communicate with Hotels. In: Stangl, B., Pesonen, J. (eds) Information and Communication Technologies in Tourism 2018. Springer, Cham. https://doi.org/10.1007/978-3-319-72923-7_23

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