Psychological antecedents of mobile consumer behaviour and implications for customer journeys in tourism
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Authors
Author (Corporation)
Publication date
04.2018
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Type
01A - Journal article
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Parent work
Information Technology & Tourism
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Volume
18
Issue / Number
1-4
Pages / Duration
85-112
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Publisher / Publishing institution
Springer
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Abstract
As online activities increasingly shift to mobile devices, organizations especially in tourism must understand which factors drive and inhibit mobile consumer behaviour, if they want to remain competitive. Thus, this paper analyses the effects of psychological factors on mobile consumer behaviour. Drawing on multiple established theories, four psychological factors are identified: (1) smartphone self-efficacy, (2) mobile-specific innovativeness, (3) mobile users’ information privacy concerns, and (4) personal attachment to smartphone. Using a structural equation modeling approach with a large-scale consumer sample, the effects of these factors on two fundamental types of mobile consumer behaviour are analysed: behaviour along the mobile customer journey and consumers’ willingness to disclose personal data in return for personalized mobile experiences. The results confirm the relevance of the identified factors for mobile consumer behaviour. These findings have several implications for the design and management of mobile touch points in tourism.
Keywords
Mobile consumer behaviour, Mobile customer journey, Mobile touch points
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ISBN
ISSN
1098-3058
1943-4294
1943-4294
Language
English
Created during FHNW affiliation
No
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Publication status
Published
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Peer review of the complete publication
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Citation
Wozniak, T., Schaffner, D., Stanoevska-Slabeva, K., & Lenz-Kesekamp, V. (2018). Psychological antecedents of mobile consumer behaviour and implications for customer journeys in tourism. Information Technology & Tourism, 18(1-4), 85–112. https://doi.org/10.1007/s40558-017-0101-8