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A survey of 234 hotel information technology managers was conducted to find out security practices for hotel networks and prevention techniques. Twenty percent of the respondents had a computer network attack within the last 12 months. The size of the hotel seems to be positively correlated with the number of attacks observed within the last 12 mon...
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... Fragniere and Yagci (2021) highlight that since the network of tourist stakeholders is a living system, it has fragile points and that its increasing reliance on computer systems makes it more vulnerable to cyberattacks. Moreover, for instance, wired and wireless networks used in hotels, front desk, human resources, and reservation departments might result in malicious people hacking the system and acquiring access to a significant amount of guest information (Cobanoglu & DeMicco, 2007). According to an IBM (2019) study, the travel and transportation industry is increasingly vulnerable to cybersecurity threats, with 566 million records leaked between 2018 and 2019. ...
Blockchain technology, as a distributed digital ledger, enables users to control their credentials without being breached by third parties. From a tourism perspective, it allows tourists to pass through checkpoints and/or bookings without waiting and
having to go through third-party transactions. Hence, this paper aims to discuss traditional identity management (IdM) system challenges and what blockchain might offer as a counterpoint to conventional travel experiences within the tourism domain. We have tried to identify challenges, issues, and implementation areas of IdM in the tourism industry domain
... However, security concerns need to be effectively addressed to diminish the image barriers contributing to the adoption postponement of MPS in booking hospitality services. For instance, the restaurant industry has traditionally suffered from low computer and network security, making it especially attractive to hackers (Cobanoglu & Demicco, 2007). Hospitality managers may win consumers' trust by advertising the steps taken by their organizations to ensure the security of their sensitive data. ...
In the post-COVID-19 era, the hospitality sector may witness a wider use of mobile payment services (MPS) not requiring physical contact. But consumers may postpone adoption of MPS in wait for a more attractive iteration. Given consumers' reluctance to adapt to such services, an investigation into MPS adoption postponement and the factors contributing to it is thus needed. Our research model extends the innovation resistance theory by including two behavioral measures (privacy concerns and visibility) and examining how security concerns moderate the associations between them. We analyzed data from 308 respondents who had previously purchased accommodation and transportation services using MPS, employing structural equation modelling to test the research model. The crucial factors we identified were usage barrier and image barriers, privacy concerns, and visibility. Furthermore, security concerns significantly moderated the association between image barrier and MPS adoption
postponement in the hospitality sector. The present study thus has important theoretical and practical implications for hospitality managers, particularly for understanding consumers’ behavior toward MPS use and how to leverage these services accordingly. Finally, we suggest that future researchers may investigate the factors causing the adoption postponement of other technological innovations in this sector.
... Technologies that offer both opportunities and challenges with respect to improvements in the quality of life of people and the communities in which they live" (Muata, Bryson, Vogel, 2014, p.93). Technology in hospitality industry is driven by the increasing transaction volumes, complex reporting requirement, and international communication needs (Cobanoglu, & Demicco, 2007). Information technology (IT) can improve almost all areas of hospitality industry, such as guest services, reservations, food and beverage management, sales, food service catering, maintenance, security, and hospitality accounting (Cobanoglu, & Demicco, 2007). ...
... Technology in hospitality industry is driven by the increasing transaction volumes, complex reporting requirement, and international communication needs (Cobanoglu, & Demicco, 2007). Information technology (IT) can improve almost all areas of hospitality industry, such as guest services, reservations, food and beverage management, sales, food service catering, maintenance, security, and hospitality accounting (Cobanoglu, & Demicco, 2007). ...
... Having high technology causes a lot of data breach and information loss. To prevent against losses, organizations observe their computer network for security threats from a wide range of sources, such as computer-assisted fraud, espionage, sabotage, vandalism, hacking, system failures, fire, and flood (Cobanoglu, & Demicco, 2007). To protect the public trust and to prevent copycat hackers to hack into an organization's computer system, most of the organizations try not to reveal the data breaches and cyber attacks against their computer systems (Cobanoglu, & Demicco, 2007). ...
The purpose of this study is to analyze cyber security and security practices of electronic information and network system, network threats, and techniques to prevent the cyber attacks in hotels. Helping the information technology directors and chief information officers (CIO) is the aim of this study to advance policy for security of electronic information in hotels and suggesting some techniques and tools to secure the computer networks. This research is completely qualitative while the case study and interviews have done in 5 random hotels in Reno, Nevada, United States of America. The interview has done with 50 hotel guests, 10 front desk employees, 3 IT manager and 2 assistant of General manager. The results show that hotels' cyber security is very low and hotels are very vulnerable in this regard and at the end, the implications and contribution of the study is mentioned.
... ayment where a mobile device is used in order to initiate, activate, and/or confirm a payment " (Karnouskos & Focus, 2004, p.44). The mobile device is the core differentiating characteristic of MP compared to other types of payment. MP is perceived to be a safe, easy and effective payment method which is extremely important to hospitality industry.Cobanoglu & DeMicco (2007)argued that safety and efficiency are two major issues in hospitality industry where the majority of POS (Point-Of-Sale) security fraud incidents occur. The restaurant industry has become attractive to hackers due to its traditionally low computer and network security. For example, according to a recent report, 80 percent of security thr ...
... Throughout the history of the technology uptake in the hospitality industry, the second part of the 20th century is recognised as a revolutionary progressive period which affects every sector of the industry (Buhalis, 1998;Bitner, Brown & Meuter, 2000;Leen & Heffernan, 2002;Learmont & DeMicco, 2006). Declining technology cost, increased demand for technology by consumers and the raising of service and product quality benchmarks, spurred by intense competition has driven the hospitality industry, hotels in particular, to embraced technology (Buhalis, 1998;Deep, 2002;Cobanoglu & DeMicco, 2007;Chung-Herrera, 2007;Siguaw & Enz, 1999;O'Connor, 2003). Technology uptake has mainly manifested itself as efficiencies at the operational level, the hotel PMS (Property Management System) being a prime example. ...
Before the advent of keycard activated locksets, hotel guests were issued traditional metal keys at check-in. Apart from being attached to a key tag which typically indicated the name of the establishment and room number, the key was practically identical to that used by the guest to access their own homes. Traditional mechanical locksets inherently have limitations which render it fallible in terms of security. Mounting security concerns in the 70s,especially in the US where high profile cases of fraud and even guest assault occurred, hotel security was put under the spotlight. This scrutiny catalysed innovation in hotel lockset technology with a seminal invention that was a complete departure from the traditional metal key: a hole-slotted plastic card format that activated a reprogrammable mechanical lockset. The VingCard® became a tremendous success with many hotels including cruise ships adopting this innovative system to good effect. The new system had operational and security advantages over the tumbler-based lockset in addition to its attractive high–tech look. Overtime, the technology was further improved with the shift to an electronic platform using magnetic swipe card-based keys. This use of computerization offers important advantages such as lockset traffic auditing/monitoring but arguably more significantly Customer Relationship Management (CRM) and marketing opportunities. This expanded utility/functionality beyond merely operating as a security device has made electronic keycard systems highly desirable to the extent that they may now be considered a “hygiene factor” in contemporary hotels. This paper explores whether the phenomenal uptake of electronic lockset systems is simply bandwagon effect, a natural progression prompted by the “extinction of the manual lockset, or a “service innovation”. The findings indicate a marked divergence of views but affirm the electronic lockset systems as the de facto industry standard.
Technological advancements have made artificial intelligence and robotic systems more functional, intelligent as well vulnerable. This development caused fresh discussions about service robots in tourism and hospitality service settings where privacy is crucial. One of these discussions is the privacy of personal information and the attitude toward service robots. With a focus on current discussions, this study aims to explore the relationship between the perceived benefits and risks of disclosing personal information and the intention to use service robots. This study also hypothesized that willingness to disclose information privacy influence the intention to use service robot. In this study, an online survey was used as a method of quantitative research. A total of 541 responses were received during the data collection process. Model and hypotheses were tested using partial least squares structural equation modelling. The results of this research showed that perceived personalization and personal innovativeness were associated with the perceived benefits of information disclosure. Meanwhile, it was found that the unauthorized secondary use of personal data and perceived policy effectiveness were negatively related to the perceived risks of information disclosure. Overall, the results indicated that perceptions of disclosing personal information under privacy calculus were related to the intention to use a service robot.
Smart technology plays a pivotal role in providing solutions and bringing ease to the travel experience. As many of the technologies are required to collect personal information, it usurps the adoption of technologies. Drawing upon the stimulus-organism-response framework and psychological reactance theory, this study proposed a conditional mediation model to identify the mechanisms driving consumers’ behavioural intentions and to tackle their privacy concerns, which could potentially inhibit the growth of smart travel technologies. Of the 435 respondents in China, it was found that their perceived smart travel technologies experience does not affect behavioural intentions directly but has a significant impact on engagement and memorable tourism experience. Mediation analysis revealed that engagement and memorable tourism experience mediated the relationships. Privacy concerns weaken the effects of perceived smart travel technologies experience on engagement and behavioural intentions but not on memorable tourism experience. The indirect effect of perceived smart travel technologies experience on behavioural intentions via engagement was stronger when consumers have low privacy concerns. Theoretical and practical implications are provided for understanding consumer experience towards smart travel technologies in the post-pandemic world.
Recent events have shown that online booking is vulnerable to hacking incidents such as data breaches. The primary purpose of this study is to investigate the effect of the risky decision-making factors on consumer post breach behavior. After a data breach, most of the companies offer monitoring services to restore customer trust and encourage them for future purchases. However, little research has been done to understand the impact of these monitoring services on consumer behavior. In this study we examine whether monitoring services can mitigate the impact of risk perception on online booking. We utilized the Marriott data breach of November 2018 as the context. We manipulate data breach severity in our vignettes. The research model was tested using data gathered from 298 Mechanical Turk respondents. Our vignette-based survey design allowed us to incorporate situational details thought to be important in risky decision-making in a data breach context. We found strong support for our research model including the positive moderating effect of company suggested monitoring on online booking intention. The findings of this study could help firms in developing more influential post-breach monitoring services.
The main purpose of this research is to examine the joint effects of error management, error locality, and individuals’ comparative optimism on consumers’ attitudes and intentions to spread negative word-of-mouth. To explore consumers’ reactions, a 2 (Error management: Yes vs. No) x 2 (Error locality: Focal vs. Competitor) x 2 (Comparative optimism: High vs. Low) experiment was employed. Results indicated that when the focal hotel is breached, individuals who are high on comparative optimism exhibit more positive attitudes and a lower level of intentions to spread negative word-of-mouth when error management is presented (vs. no error management). When a competitor is breached, people show similar levels of attitudes and behavioral intentions regardless of the conditions of error management. Findings of this research contribute to strategic planning and policymaking regarding information security.
Purpose
This study aims to introduce a conceptual framework for service robot (SR) acceptance by customers, employees and policymakers – a framework to help determine corporate decision-making on SR workplace integration.
Design/methodology/approach
This study reviews SR adoption literature within the tourism and hospitality industry. These SRs may have some level of artificial intelligence capability and possibly anthropomorphic (e.g. humanoid) or zoomorphic (e.g. animal-like) features, contingent on task and design choices. The study then identifies factors that potentially influence employee and consumer acceptance and experiences of SR, as well as policy and compliance factors and all elements of the corporate decision-making process concerning SR adoption in the hospitality setting.
Findings
This paper reviews the obstacles and benefits of SR adoption in the hospitality industry based on employee, consumer and public policy considerations.
Research limitations/implications
SRs are increasingly deployed within hospitality and tourism settings. Future studies should further explore the value-adding functions of SRs implemented in existing hospitality operations.
Practical implications
Hospitality and tourism industry practitioners should integrate the dimensions in the conceptual framework to make fully informed decisions on SR adoption.
Originality/value
To the best of the authors’ knowledge, this is one of the first studies to provide a holistic SR adoption framework offering theoretical and practical implications for ongoing SR research and implementation.
