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Psychological Antecedents of Smartphone Users’ Behaviour Along the Mobile Customer Journey

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Information and Communication Technologies in Tourism 2017

Abstract

This paper analyses the effects of psychological antecedents of smartphone users’ behaviour along the mobile customer journey. Relevant psychological characteristics are derived from social cognitive theory, innovation diffusion theory, and empirical studies on mobile user behaviour. Based on a large-scale online survey of 1535 smartphone owners across all age brackets, this study finds that the psychological constructs smartphone self-efficacy, mobile-specific innovativeness, mobile users’ information privacy concerns, and personal attachment to smartphone significantly affect smartphone users’ behaviour along the mobile customer journey. However, the effect sizes of the individual antecedents vary by travel phase and specific behaviour in question. This has several implications for research and practice alike.

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Acknowledgements

This research has been funded by the Swiss Commission for Technology and Innovation (CTI) (Project no 17663.1 PFES-ES).

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Authors and Affiliations

  1. Institute of Tourism, Lucerne School of Business, Lucerne, Switzerland

    Thomas Wozniak

  2. Institute of Communication and Marketing, Lucerne School of Business, Lucerne, Switzerland

    Dorothea Schaffner

  3. Institute for Media and Communications Management, University of St. Gallen, St. Gallen, Switzerland

    Katarina Stanoevska-Slabeva & Vera Lenz-Kesekamp

Authors
  1. Thomas Wozniak
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  2. Dorothea Schaffner
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  3. Katarina Stanoevska-Slabeva
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  4. Vera Lenz-Kesekamp
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Corresponding author

Correspondence to Thomas Wozniak .

Editor information

Editors and Affiliations

  1. Institute of Tourism, HES-SO Valais-Wallis, Sierre, Valais, Switzerland

    Roland Schegg

  2. School of Hospitality and Tourism Management, University of Surrey, Guildford, United Kingdom

    Brigitte Stangl

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Wozniak, T., Schaffner, D., Stanoevska-Slabeva, K., Lenz-Kesekamp, V. (2017). Psychological Antecedents of Smartphone Users’ Behaviour Along the Mobile Customer Journey. In: Schegg, R., Stangl, B. (eds) Information and Communication Technologies in Tourism 2017. Springer, Cham. https://doi.org/10.1007/978-3-319-51168-9_23

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