Psychological antecedents of mobile consumer behaviour and implications for customer journeys in tourism

Thomas Wozniak (), Dorothea Schaffner, Katarina Stanoevska-Slabeva and Vera Lenz-Kesekamp
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Thomas Wozniak: LINK Marketing Services
Dorothea Schaffner: Institute of Communication and Marketing, Lucerne School of Business
Katarina Stanoevska-Slabeva: University of St. Gallen
Vera Lenz-Kesekamp: University of St. Gallen

Information Technology & Tourism, 2018, vol. 18, issue 1, No 6, 85-112

Abstract: 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; Smartphone; Mobile marketing; Smart tourism (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s40558-017-0101-8

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