Determinants of instant messaging use for communication with hotels: a policy-capturing study

Mobile communication channels such as instant messaging (IM) has been increasingly adopted by hotels to communicate with customers. A recent study conducted by IFTM lecturer Dr. Soey Lei and her collaborators explored communication between hotels and customers and identifies the factors that affect hotel customers' intention to use mobile IM to communicate with hotels. The findings indicate that customers are more likely to use mobile IM to communicate with hotels for non-urgent matters; before and after a stay; and if customers are accustomed to using mobile IM for work and non-work purposes in daily life. The findings indicate why hotel managers should avoid relying on IM as the dominant communication channel. Full article:
https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2021-0447/full/html


Lei, S.I., Kirillova, K., Wang, D., & Xiao, C (2021). Determinants of Instant Messaging Use for Communication with Hotels: A Policy-Capturing Study, International Journal of Contemporary Hospitality Management, 33(12), 4237-4257.


effective comunication strategies for hotels
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