Designing for mobile value co-creation - The case of travel counselling

Electronic Markets

Volumn 24, Issue 1, 2014, Pages 5-17

  Schmidt Rauch, Susanne ^a   Schwabe, Gerhard ^a  

^a UNIVERSITY OF ZURICH   (Switzerland)

Author keywords

Mobile service; Travel customer support; Value co creation

Indexed keywords

EID: 84896401011     PISSN: 10196781     EISSN: 14228890     Source Type: Journal    
DOI: 10.1007/s12525-013-0124-8     Document Type: Article

References (55)

1. Abowd, G. D.; Atkeson, C. G.; Hong, J.; Long, S.; Kooper, R.; & Pinkerton, M. (1997). Cyberguide: a mobile context-aware tour guide. Wireless Networks, 3(5), 421-433.
2. Anckar, B. (2003). Consumer intentions in terms of electronic travel distribution: implications for future market structures. e-Service Journal, 2(2), 68-86.
3. Anckar, B.; & D'Incau, D. (2002). Value-added services in mobile commerce: An analytical framework and empirical findings from a National Consumer Survey. Proceedings of the 35th HICSS.
4. Baus, J.; Kray, C.; & Cheverst, K. (2004). A survey of map-based mobile guides. In L. Meng et al. (Eds.), Map-based mobile services - theories, methods, and implementations. Berlin: Springer.
5. Beer, T.; Fuchs, M.; Höpken, W.; Rasinger, J. & Werthner, H. (2007). CAIPS: A context-aware information push service in tourism. Inf. and Comm. Tech. in Tourism (pp. 129-140). Springer.
6. Bitner, M. J.; Brown, S. W.; & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
7. Brown, B.; & Chalmers, M. (2003). Tourism and mobile technology. Proceedings of ECSCW '03 (pp. 335-354). Norwell, MA: Kluwer Academic Publishers.
8. Buhalis, D.; & Licata, M. C. (2002). The future eTourism intermediaries. Tourism Management, 23(3), 207-220.
9. Buriano, L. (2006). Exploiting social context information in context-aware mobile tourism guides. Proc. of Mobile Guide 2006.
10. Carlsson, C.; Walden, P.; & Yang, F. (2008). Travel MoCo - a mobile community service for tourists (2008). ICMB '08-7th international conference on mobile business (pp. 49-58).
11. Cheverst, K.; Davies, N.; Mitchell, K.; Friday, A.; & Efstratiou, C. (2000). Developing a context-aware electronic tourist guide: Some issues and experiences. In Proceedings of the SIGCHI conference on human factors in computing systems (CHI '00) (pp. 17-24) New York, NY, USA: ACM.
12. Cook, L. S.; Bowen, D. E.; Chase, R. B.; Dasu, S.; Stewart, D. M.; & Tansik, D. A. (2002). Human issues in service design. Journal of Operations Management, 20(2), 159-174.
13. Eisenhardt, K. M. (1989). Agency theory: an assessment and review. Academy of Management Review, 14(1), 57-74.
14. Fesenmaier, D. R.; Ricci, F.; Schaumlechner, E.; Wöber, K.; & Zanella, C. (2003). DieToRecs: Travel advisory for multiple decision styles. Information and communication technologies in tourism (pp. 232-241). NY: Springer.
15. Flavián, C.; Guinalíu, M.; & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information Management, 43, 1-14.
16. Geven, A.; Sefelin, R.; Höller, N.; Tscheligi, M.; & Mayer, M. (2008). Always-on information - services and applications on the mobile desktop. Proc. of Mobile HCI'08. Amsterdam, The Netherlands.
17. Giaglis, G. M.; Klein, S.; & O'Keefe, R. (1999). Disintermediation, reintermediation, or cybermediation? The future of intermediaries in electronic marketplaces. Proc. of 12th Bled (pp. 389-407). Slovenia: Bled.
18. Gould, J. D.; & Lewis, C. (1985). Designing for usability: key principles and what designers think. Communications of the ACM, 28(3), 300-311.
19. Gregor, S.; & Jones, D. (2007). The anatomy of a design theory. Journal of the Association for Information Systems, 8(5), 312-335.
20. Grun, C.; Werthner, H.; Proll, B.; Retschitzegger, W.; & Schwinger, W. (2008). Assisting tourists on the move - an evaluation of mobile tourist guides. ICMB '08. 7th Int'l conference on mobile business (pp.171-180).
21. Hassenzahl, M. (2010). Experience design. Technology for all the right reasons. New York: Morgan Claypool.
22. Hassenzahl, M.; Burmester, M.; & Koller, F. (2003). Attrakdiff: Ein Fragebogen zur Messung wahrgenommener hedonischer und pragmatischer Qualität. Proc. of Mensch & Computer 2003 (pp. 187-196).
23. Hevner, A. R.; March, S. T.; Park, J.; & Ram, S. (2004). Design science in information systems research. MIS Quarterly, 28(1), 75-105.
24. Hinze, A.; Voisard, A.; & George Buchanan, G. (2009). TIP: personalizing information delivery in a tourist information system. Journal of Information Technology & Tourism, 11(3), 247-264.
25. Höpken, W.; Fuchs, M.; Zanker, M.; & Beer, T. (2010). Context-based adaptation of mobile applications in tourism. Journal of Information Technology & Tourism, 12(2), 175-195.
26. HyunJeong, K.; & Schliesser, J. (2007). Adaptation of storytelling to mobile information service for a site- specific cultural and historical tour. Journal of Information Technology & Tourism, 9(3/4), 195-210.
27. International Organization for Standardization (2010). ISO 9241-210. Ergonomics of human-system interaction - Part 210: Human-centred design for interactive systems.
28. Kenteris, M.; Gavalas, D.; & Economou, D. (2009). An innovative mobile electronic tourist guide application. Personal and Ubiquitous Computing, 13(2), 103-118.
29. Koskela, H. (2002). Customer satisfaction and loyality in after sales service: Modes of care in telecommunications systems delivery. Doctoral thesis, University of Helsinki, Finnland.
30. Kramer, R.; Modsching, M.; ten Hagen, K.; & Gretzel, U. (2007). Behavioural impacts of mobile tour guides. Information and communication technologies in tourism 2007 (pp. 109-118) NY: Springer.
31. Küpper, A. (2005). Location-based services: Fundamentals and operation. Hoboken: John Wiley.
32. Lexhagen, M. (2005). The importance of value-added services to support the customer search and purchase process on travel websites. Information Technology & Tourism, 7(2), 119-135.
33. Meschtscherjakov, A. (2009). Mobile attachment - Emotional attachment towards mobile devices and services. Proc. of Mobile HCI'09, Bonn, Germany.
34. Nhat Nguyen, Q.; Cavada, D.; & Ricci, F. (2003). Trip@dvice - Mobile extension of a case-based travel recommender system. 2nd International Conference on Mobile Business, ICMB '03.
35. Noble, J.; & Weir, C. (2001). Small memory software: Patterns for systems with limited memory. Boston, Massachusetts: Addison-Wesley.
36. Novak, J. (2009). Mine, yours.ours? Designing for principal-agent collaboration in interactive value creation, Proc. of WI Conf. 2009, Vienna, Austria.
37. Novak, J.; & Schmidt, S. (2009). When joy matters: The importance of hedonic stimulation in collocated collaboration with large-displays. Proc. of INTERACT 2009.
38. Novak, J.; & Schwabe, G. (2009). Designing for reintermediation in the brick-and-mortar world: towards the travel agency of the future. Electronic Markets, 19(1), 15-29.
39. Nussbaumer, P.; & Matter, I. (2011). What you see is what you (Can) get? Designing for process transparency in financial advisory encounters. Proc. of interact 2011.
40. Peffers, K.; Tuunanen, T.; Rothenberger, M.; & Chatterjee, S. (2008). A design science research methodology for information systems research. Journal of Management Information Systems, 20(3), 45-77.
41. Pospischil, G.; Umlauft, M.; & Michlmayr, E. (2002). Designing LoL@ a mobile tourist guide for UMTS. Human computer interaction with mobile devices (pp. 97-99). Lecture Notes in Computer Science, 2411/2002.
42. Prahalad, C. K.; & Ramaswamy, V. (2004). Co-creating unique value with customers. Strategy and Leadership, 32(3), 4-9.
43. Ricci, F.; & Werthner, H. (2002). Case-based querying for travel planning recommendation. Inf. Techn. and Tourism (pp. 215-226).
44. Rosson, M. B.; & Carroll, J. M. (2002). Usability engineering: scenario-based development of human-computer interaction. San Francisco: Morgan Kaufmann.
45. Schmidt-Rauch, S.; and Nussbaumer, P. (2011). Putting value co-creation into practice: A case for advisory support. Proc. of ECIS 2011.
46. Schmidt-Rauch, S.; & Schwabe, G. (2011). From telesales to tele-advisory in travel agencies: Business problems, generic design goals and requirements. Transactions on Management Information Systems, 2(3).
47. Schwartz, B. (2005). The paradox of choice: Why more is less. New York: Harper Perennial.
48. Srinivasan, S.; Anderson, R.; & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78, 41-50.
49. Stebbins, R. (2001). Exploratory research in the social sciences. Thousand Oaks, california: Sage Publications, Inc.
50. ten Hagen, K.; Modsching, M.; & Kramer, R. (2005). A location aware mobile tourist guide selecting and interpreting sights and services by context matching. Proceedings of MobiQuitous 2005 (pp. 293-301).
51. Umlauft, M.; et al. (2003). LoL@ a mobile tourist guide for UMTS. Information Technology and Tourism, 5, 151-164.
52. Vargo, S. L.; & Lusch, R. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68, 1-17.
53. Venkatesh, V.; Ramesh, V.; & Massey, A. P. (2003a). Understanding usability in mobile commerce. Communications of the ACM, 46(12), 53-56.
54. Venkatesh, V.; Morris, M. G.; Davis, G. B.; & Davis, F. D. (2003b). User acceptance of information technology: toward a unified view. MIS Quarterly, 27(3), 425-478.
55. Yueh, Y. T. F.; Chiu, D. K. W.; & Hofling Leung, Hung, P. C. K. (2007). A virtual travel agent system for M-tourism with semantic web service based design and implementation. Proceedings of AINA '07 (pp. 142-149).