Iis Tussyadiah

University of Surrey · School of Hospitality and Tourism Management (SHTM)

As information and communication technologies (ICTs) become an integral part of the tourism environments, tourism technologies are designed to generate impacts on tourists’ behavior and transform tourism experiences. Drawing from behaviorism, philosophy of computing, design science and persuasive technology, this chapter provides a theoretical refl...

The rapid development of virtual reality (VR) technology offers opportunities for a widespread consumption of VR tourism content. It also presents challenges to better understand the effectiveness of VR experience in inducing more favorable attitude toward tourism destinations and shaping visitation intention. Based on two studies, one conducted in...

The increasing use of wearable devices for tourism purposes sets the stage for a critical discussion on technological mediation in tourism experiences. This paper provides a theoretical reflection on the phenomenon of embodiment relation in technological mediation and then assesses the embodiment of wearable augmented reality technology in a touris...

In order to better understand the dynamics of user behavior in the sharing economy platform, a multi-stage study was conducted on how Airbnb hosts articulate themselves online and how consumers respond to different host self-presentation patterns. First, using text mining techniques on a large dataset consisting descriptions of Airbnb hosts in 14 m...

This study explores key content and themes from online reviews to explain major service attributes of peer-to-peer (P2P) accommodation sought by guests. The results from lexical analyses indicate that attributes frequently mentioned in guest reviews are associated with location (proximity to point of interest and characteristics of neighborhood), h...

Recent advancement in Generative Conversational Artificial Intelligence (AI) has opened the possibility of promoting chatbots for nudging. Tourists returning home from destinations that enforce sustainable transport regulations might be nudged to continue traveling sustainably. Through exploratory qualitative research, this study conceptualizes a c...

This study developed a perceived intelligence scale for artificially intelligent (AI) assistants and investigated its impact on users’ travel-related behavioral intentions. A four-stage study with a mixed-methods design was conducted. Study 1 identified three dimensions and 26 initial items through a systematic literature review, interviews, and fo...

The growing interest in intelligent automation adoption and development in tourism presents many potential solutions for sustainable tourism issues. To map the current landscape of research on intelligent automation in sustainable tourism, a systematic review was conducted of 213 scholarly articles. Five major themes were identified: intelligent au...

In-destination travel decisions exist due to uncertainties after arrival and the flexibility of leisure travel. Concurrently, smartphone use encourages instant information searching and communication, which promotes in-destination decision-making and plan changes. However, previous studies have provided a limited understanding of in-destination dec...

Social media platforms, like Instagram, have played a significant role in augmenting the profile of several previously obscure destinations. However, some of these places were subsequently ‘ruined’ due to related impacts associated with the type of visitor behaviors that are social media-induced. It is thus critical to better understand how to over...

Employee turnover has been one of the main concerns facing the hospitality industry. This issue seems to be aggravated in artificial intelligence (AI) environment, where AI implementation is associated with pressure, job alienation, and labor replacement, increasing workers’ desire to quit their job. To analyze the relationship between AI awareness...

This study investigates how exposure to local prices changes the transaction utility of international tourists, and the role of purchasing power parity (PPP) and the use of cryptocurrency in these changes. Findings indicate that tourists’ transaction utility did not vary all that much when they visited a country with comparable PPP to their own. Me...

Blockchain could disrupt traditional accommodation services by enabling safe, decentralised direct connections between guests and hosts. However, how users will accept and use blockchain-based services in tourism and hospitality remains unascertained. This study explores users’ perceptions of a blockchain-based peer-to-peer accommodation system and...

This paper investigates privacy concerns in smart tourism, in which personal data fuels systems and services developed to enhance tourists’ experiences. A mixed-methods approach, involving semi-structured interviews (N = 34) and a survey among travellers from the UK and Spain (N = 1,019), was adopted. Findings from the qualitative study suggest tha...

While there is significant existing research linking travel photography to self-presentation, it is the effects of ‘Instagrammability’ that mobilize significant shifts in the motivations and behaviours of tourists. This paper applies Goffman’s (1956) notion of impression management unfolding as a performance, with both front- and backstage characte...

The global agricultural sector is facing a disruption driven by economics, emerging technology , and environmental and personal well-being. In particular, advances in cellular biology, along with the emergence of novel production techniques such as precision fermentation, are making the mass-cultivation of alternative proteins in vitro for human co...

COVID-19 lockdown measures have forced hospitality operators to re-configure their dynamic capabilities through innovating operational practices and pivoting traditional business models. The high-end food service sector has undergone a particularly drastic shift towards a new normal. This qualitative study explores factors facilitating innovation a...

The wide deployment of digital technologies for the management of the COVID-19 pandemic has triggered concerns about privacy and intrusion from government surveillance. This study investigates individual privacy and surveillance attitudes by developing a theoretical model to explain acceptance of government surveillance and privacy protection behav...

Drawing on value-belief-norm theory and the perspective-taking approach, this paper aims to explain the attitude-behaviour dilemma facing the implementation a pro-environmental action in a nature-based tourist destination. This research seeks to provide a better understanding of the patterns behind a behaviour intention, by focusing on value orient...

Pro-poor tourism (PPT) strategies enable the poor to benefit from tourism. This study applies economic and marketing theories in the exploration of PPT. It investigates behavioral economics in tourism by evaluating the framing effects of marketing materials on tourists’ willingness to pay for PPT products. It integrates framing and persuasion theor...

This study investigates the effects of mindfulness, an important personality trait, on people's perceptions of privacy. Using protection motivation theory as a conceptual foundation, the central tenet is that mindfulness plays an important role in people's threat appraisal process of privacy concerns and thus influences one's intention to share per...

Objective Digital nudging has been mooted as a tool to alter user privacy behavior. However, empirical studies on digital nudging have yielded divergent results: while some studies found nudging to be highly effective, other studies found no such effects. Furthermore, previous studies employed a wide range of digital nudges, making it difficult to...

As artificially intelligent conversational agents (ICAs) become a popular customer service solution for businesses, understanding the drivers of user acceptance of ICAs is critical to ensure its successful implementation. To provide a comprehensive review of factors affecting consumers' adoption and use of ICAs, this study performs a systematic lit...

A two-stage study using text-mining and critical incident techniques was conducted to identify the service failure type in peer-to-peer accommodation and recovery strategies adopted to address them. Guests experience new types of service failure in peer-to-peer accommodation compared with traditional accommodations and online travel websites. Four...

Purpose This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: to provide information (akin to a receptionist) and to facilitate order-taking (akin to a server). Drawing both studies together,...

Governments across the world have imposed strict rules on social distancing to curb the spread of Covid-19. In particular, restaurants have been impacted by government-mandated lockdowns. This study adopts a mixed methods approach to explore how Finnish high-profile restaurants used Instagram as a means for service innovation and diffusion during n...

This study provides an overview of state-of-the-art research on Artificial Intelligence in the business context and proposes an agenda for future research. First, by analyzing 404 relevant articles collected through Web of Science and Scopus, this article presents the evolution of research on AI in business over time, highlighting seminal works in...

Based on a microeconomic model, this paper examines the effect of Airbnb in rents and house prices. Using borough-level data from the city of London between 2016 and 2019, we estimate System GMM regression models that indicate that Airbnb presence has an upward effect on the prices of both house purchases and of rentals, even disaggregating by cate...

In light of mounting privacy concerns over the increasing collection and use of biometric and behavioral information for travel facilitation, this study examines travelers’ online privacy concerns (TOPC) and its impact on willingness to share data with travel providers. A proposed theoretical model explaining antecedents and outcomes of TOPC relate...

Against the backdrop of advancements in technology and its deployment by companies and governments to collect sensitive personal information, information privacy has become an issue of great interest for academics, practitioners, and the general public. The travel and tourism industry has been pioneering the collection and use of biometric data for...

Increasing implementation of automation has brought global concern over the future of jobs in various sectors. This study conceptualizes how automation, found in tourism to be driven largely by labor shortage, can be used to promote decent work. Utilizing Grounded Theory to analyze data from in-depth interviews and focus group discussions with indu...

A survey of 780 UK residents was conducted to identify the extent to which perceived peer-to-peer (P2P) accommodation development is associated with changes in community members’ well-being from economic, social and environmental perspectives, and to understand in which circumstances P2P listings have positive and negative effects on community memb...

Global megatrends such as urbanization, climate change and resource scarcity, shift in political and economic power, demographic change, and increasingly disruptive technological breakthroughs are transforming the conventional socio-technical system of food service. This study identifies and discusses key changes already impacting the service conce...

Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and, consequently, service management and marketing strategies. This study explores the various impacts of robotization in the sector by offering one of the...

Driven by the advancements in artificial intelligence (AI) and its related technologies, the application of intelligent automation in travel and tourism is expected to increase in the future. This paper unpacks the need to shape an automated future of tourism as a social phenomenon and an economic activity, hence contributes to theory and practice...

This research investigates travelers' trust in intelligent autonomous technologies based on two studies involving self-driving transportation and robot bartenders. Targeting travelers residing in the United States, online questionnaires were distributed to test the relationships between trusting beliefs in intelligent robots, its antecedents, and i...

Employing narrative futuring through "letters from the future" technique, this study captures travelers' imagination of how travel will be in 20 years as they position themselves to pre-experience it. Key themes extracted from the letters include the (desired) future states of technology, reflecting expectation of technical feasibility of artificia...

Will Guests Use Peer-to-Peer Accommodation Again after a Service Failure? This study applies 3x2 between-subjects design to examine the effects of service failure dimensions and recovery strategies on satisfaction and customer repurchase intention in peer-to-peer accommodation. The preliminary results, which is based on an online survey with 107 re...

Digital technologies shape travel environments. Noticing online privacy issues, consumers can hold distinct attitudes towards disclosing personal information to service providers. We conducted a panel survey to gauge travelers’ willingness to share personal information with service providers, provided with different types of nudges. Based on the re...

As peer-to-peer (P2P) accommodation service often involves multistage interactions between hosts and guests in online and offline settings, trust between the parties involved is of the utmost importance. In particular, the possibility of interacting offline in P2P service delivery highlights the significance of interpersonal trust between hosts and...

Although there are many privacy-enhancing tools designed to protect users’ online privacy, it is surprising to see a lack of user-centric solutions allowing privacy control based on the joint assessment of privacy risks and benefits, due to data disclosure to multiple platforms. In this paper, we propose a conceptual framework to fill the gap: aimi...

Although there are privacy-enhancing tools designed to protect users' online privacy, it is surprising to see a lack of user-centric solutions allowing privacy control based on the joint assessment of privacy risks and benefits, due to data disclosure to multiple platforms. In this paper, we propose a conceptual framework to fill the gap: aiming at...

The availability of always-on digital agents in hotel rooms, providing agency and surveillance cues, presents opportunities for behavioral interventions. This study tested the effectiveness of agency and social feedback on pro-environmental behavior intention of hotel consumers. A survey with scenario-based experimental design was distributed to US...

The aim of this study was to explore UK residents’ opinions of how peer-to-peer (P2P) accommodation listings within their communities impact upon their quality of life (QoL). Seven hundred and eighty open-ended questions were collected across the UK and content analysis was conducted to investigate the textual data. It is found that 13% of UK resid...

The link between information privacy concerns and privacy behaviours has been a focus of extensive investigation in various disciplines. However, little attention has been devoted to this issue in the tourism literature. Spurred by technological development and shaped by tourism-related environments, emerging privacy issues call for comprehensive y...

Artificial intelligence (AI) technologies have a great potential to aid not only in promoting tourism products and services, but also in influencing responsible travel behaviour to support sustainability. The effectiveness of using AI for positive behaviour change interventions depends on consumers’ attitudes toward AI. This study found three under...

This paper presents a preliminary result of a study on the roles of inference making in decision heuristics involving P2P accommodation booking. The goals of the study are to identify the influence of cues from similar listings on a decision to book a target listing when reviews are not available (i.e., missing information) as well as the effects o...

1.0 Background Human decision making is inherently complex and imperfect. Immersed in digital environments and while performing online activities, individuals are faced daily with numerous privacy and security decisions: configuring visibility in social networking sites, allowing access to sensitive data in mobile apps, clicking or ignoring links e...

Editorial of the Special Issue on Shareable Tourism: Tourism Marketing in the Sharing Economy

The wealth of electronically generated communication combined with increased computing power and sophisticated algorithms provides the opportunity for destination managers to listen to travellers. Identification of sentiment with a domain-oriented lexicon is beneficial for natural language processing to analyse public opinion. Indeed, in the contex...

This research proposes a framework of intergenerational learning (IGL) that supports child-to-parent influence in the context of heritage learning using augmented reality (AR) and serious game applications. Positioning children as the behavioural catalysts in the learning process, the framework is developed based on several considerations and requi...

In light of the trend in integrating artificial intelligence and robotics into tourism and hospitality operations, it is important to understand consumer responses to hotel service robots. Two studies were conducted to achieve this objective: an online survey and a laboratory experiment using measurements of automatic emotional reactions via biosen...

The tourism industry is currently dealing with the impacts of collaborative consumption, with tourists increasingly using peer-to-peer (P2P) services such as Airbnb and Uber. This study aims to extend our knowledge of why P2P accommodation services are not just succeeding, but thriving, from the consumer perspective, and it contributes to an unders...

The tourism industry is currently dealing with the impacts of collaborative consumption, with tourists increasingly using peer-to-peer (P2P) services such as Airbnb and Uber. This study aims to extend our knowledge of why P2P accommodation services are not just succeeding, but thriving, from the consumer perspective, and it contributes to an unders...

In order to better understand the effectiveness of location-based mobile games in shaping user behaviour, this study investigates the behavioural impacts of playing Pokémon GO on mobility (i.e., travel) and consumption (i.e., spending) and its effects on users’ wellbeing. Based on a survey with 405 players in the United States (US), three types of...

Self-driving cars are ready to serve customers, but previous studies found that the general public is still cautious to ride in autonomous vehicles. This study investigated the influence of attitude and trust in technology on intention to use self-driving taxi. Based on a survey with 325 residents in the United States (US), this research found low...

Recent developments in Virtual Reality (VR) technology present a tremendous opportunity for the tourism industry. This research aims to better understand how the VR experience may influence travel decision making by investigating spatial presence in VR environments and its impact on attitudes toward tourism destinations. Based on a study involving...

The purpose of this study is to examine the factors that motivate tourists to engage in collaborative efforts with tourist destinations for the co-creation of innovative tourism products. Targeting tourists who have visited Tokyo for tourism purpose, the study verifies the antecedents of tourists’ intention to co-create, which include perceived ben...

Despite the growing prevalence of smartphones in daily life and travel context, travelers still perceive an extent of risk associated with using their smartphone to book travel products. In order to alleviate or reduce perceived risk, it is important to better understand the dimensions of and the factors that contribute to perceived risk. This stud...

The analysis of length of stay and its determinants remains important in tourism due to its significant implications for tourism management. Results from previous studies show conflicting effects of the two central factors of length of stay: distance and first-time visitation. Hence, taking into account the not always unambiguous effect of distance...

To better understand the behavioral characteristics of consumers in the sharing economy, this study examines factors that influence guests’ satisfaction with a peer-to-peer (P2P) accommodation and their intention to use it again for future trips. Based on an online survey of 644 travelers living in the United States, guest satisfaction was identifi...

The explosive growth of peer-to-peer (P2P) accommodation service presents a potential transformation in the competitive landscape of accommodation sector. This research explores the market characteristics and the factors that drive and hinder the use of P2P accommodation to better explain the phenomenon of collaborative consumption in the tourism a...

Peer-to-peer accommodation platform is a unique venue of commercial social exchanges where mixed-mode interactions (i.e., online first, then offline) occur between hosts and guests. With the continuous growth of sharing economy comes the importance to better understand the strategies that hosts use to communicate with and attract their prospective...

Considering the increasing prevalence of smartphones in travel experiences, a relatively low level of mobile booking for travel products suggests the importance of understanding the perceived risk that inhibits mobile consumption behaviours among travellers. Based on responses from an online panel, this study identified the multidimensional facets...

As a result of the phenomenal growth of the sharing economy in the travel industry, investigating its potential impacts on travelers and tourism destinations is of paramount importance. The goal of this study was to identify how the use of peer-to-peer accommodation leads to changes in travelers' behavior. Based on two online surveys targeting trav...

This study investigates the relationships between traveler innovativeness traits and the patterns of smartphone use during the experiential stage of tourism experience. Using data collected from 1126 travelers residing in the United States (US), it was identified that tourism innovativeness and technology innovativeness have significant positive ef...

Peer-to-peer (P2P) accommodation rentals continue to grow at a phenomenal rate. Examining how this business model affects the competitive landscape of accommodation services is of strategic importance to hotels and tourism destinations. This study explores the competitive edge of P2P accommodation in comparison to hotels by extracting key content a...

Personal technologies have become an integral part of and caused dramatic impacts on human experiences. As people increasingly use personal devices to plan, organize, and reflect on a trip, the roles of personal technologies in travel and tourism become more and more prominent. These roles are typically associated with enablement (i.e., making cert...

The effect of consumer participation in online social networking activities on their susceptibility to influence is investigated in a context of restaurant consumption. This research identified a positive relationship between consumers engagement in social networking sites (SNS) on their susceptibility to global consumption influence, which is a mu...

Peer-to-peer (P2P) accommodation rentals continue to grow at a phenomenal rate. Examining how this business model affects the competitive landscape of accommodation services is of strategic importance to hotels and tourism destinations. This study explores the competitive edge of P2P accommodation in comparison to hotels by extracting key content a...

The papers presented in this volume advance the state-of-the-art research on big data and analytics, social media, electronic marketing, mobile computing and recommender systems, mobile sensors and geosocial services, augmented reality, wearable computing, smart tourism, electronic distribution for tourism and hospitality products and services, e-l...

Due to the rise of businesses utilizing the sharing economy concept, it is important to better understand the motivational factors that drive and hinder collaborative consumption in the travel and tourism marketplace. Based on responses from 754 adult travellers residing in the US, drivers and deterrents of the use of peer-to-peer accommodation ren...

In order to ensure the effectiveness of context-based proactive recommendations in influencing tourist behavior, it is important to understand the factors that drive tourists’ inclination to adopt push recommendations from mobile devices. A projective method was applied to tap into tourists’ opinions and feelings about their smartphones as intellig...

This article aims at providing a theoretical framework for the practice of experience design in tourism drawing from a comprehensive review of literature from different disciplines relevant to tourism as a design context. Three fundamentals in tourism experience design are suggested: human-centeredness, iterative designing process, and a holistic e...

This study examines social actor attribution to mobile phones in general settings and travel context. Informed by attribution theory and computing technology continuum of perspective model, the hypothesized relationships between social characteristics of mobile phones, users’ core self-evaluation, and social actor attribution to mobile phones were...

This paper conceptualizes the application of meta-design approach in the development of a mobile system supporting creative experiences for tourists. Specifically, for those working in creative industries, adaptive mobile system will facilitate effective tourists' interactions with and interpretations of the local attributes of tourism destinations...

Applying the concept of absorptive capacity in the context of consumer integration for new product development in tourism, this study provided empirical support for the multidimensionality of capacity for consumer co-creation. Co-creation capacity consists of lower level capabilities, including explorative, transformative and exploitative capacity...

Applying the computing technology continuum of perspective model into mobile technology, this study investigates tourists’ social attribution to mobile phones while travelling. The tendency to place social attribution to and interact socially with mobile phones in the context of travel is influenced by tourists’ perception of the positive social ch...

The purpose of this study is to provide an understanding of how tourists' self-presentation is managed on social networking sites (SNS). Specifically, the study investigated the effects of SNS use on social support and tourism experience and the moderating role of the different tourists' self-presentation strategies. The results emphasize the impor...

Based on a content analysis of textual data containing people’s ideas to use wearable computing devices, this paper identified five patterns of personal motivations to use wearable devices for travel and tourism experiences. They are exploration, adventure tourism, travel documentation, travel reporting, and positive transformation. These patterns...

The papers presented in this volume advance the state-of-the-art research on social media and Web 2.0, electronic tourism marketing, website development and evaluation, search engine marketing and optimization, IT adoption and diffusion, virtual travel communities, mobile technologies, management information systems in tourism, eLearning, recommend...

The aim of this study is to identify the characteristics of prospective and experienced tourists to international tourism destinations. More specifically, this study examines how the differences in the level of familiarity with the host country (i.e., informational familiarity and experiential familiarity) influence sub-destination choice in terms...

A stimulus-response model of location-based social network marketing is conceptualized based on an exploratory investigation. Location-based social network applications are capable of generating marketing stimuli from merchant, competition-based, and connection-based rewards resulted from relevance and connectivity. Depending on consumption situati...

The development in location-based mobile media has led to the popularity of its use for place experiences. This study explored the concept of territoriality, which is suggested as the underlying human behaviour that influences consumers’ mobility and experience stimulated by the social gaming feature of location-based media. From an exploratory inv...

Social network influence has been recognized as an important determinant for consumer behaviour. Through a web-based survey using restaurant consumption as a research context, this study explores social influence resulting from two distinct social reference processes: communication and comparison. The relationship between social interactions and so...

The recounting of lived experiences is a central component of the tourism consumption process. However, reaching a wider audience with one’s travel tales has traditionally been restricted to privileged narrators who had access to official publishing channels. Consumer-generated media (CGM) allow for the distribution of travel narratives to a broad...

A unique experience is the essence of tourism sought by tourists. The most effective way to communicate the notion of a tourism experience at a destination is to provide visual cues that stimulate the imagination and connect with potential tourists in a personal way. This study aims at understanding how a visual image is relevant to the expectation...

Using tourists’ stories to promote destinations is believed to be an innovative approach in destination marketing. This study conceptualizes and investigates the effectiveness of such an approach. This study supports the underlying premise of introducing narrative in marketing, that is, the narrative reasoning that human beings possess with which t...

This article examines the gap between travel-related information search and diffusion by online users in order to better understand the important role of visual information in electronic word of mouth (eWOM). Several analyses were conducted to investigate differences in travelers' preferences for particular forms of information. The results suggest...