Purpose: This study examines how hotels manage digitization within the industry. Specifically it seeks to examine how managers view decisions and strategies for implementing SST in relation to hotel guest’s acceptance. Design/methodology/approach: This study has assumed a mixed methods methodology. The method has been carried out through an abductive approach between theoretical and empirical material. The study is based on a combined research design of qualitative and quantitative nature and is grounded on the empirical evidence that consists of three semi-structured interviews and surveys. The qualitative part leads to analysis according to the theoretical structure and is then combined with statistical analysis of the survey responses. Findings: This study confirms a few elements of previous literature: implementations require considerable investments and costs; SST on offer in the hotel industry are found lacking; guests prefer technologies they have experience with; and managers have a wait-and-see attitude to SST. The study also shows that people used to technology are proportionately big and have a positive attitude towards SST. Further, the study presents new theoretical insights: high-end hotels are expected to offer technology; SST is perceived to reduce hotels security; attitude towards SST does not differ between genders; and SST is perceived to affect aesthetics. / Syfte: Denna studie undersöker hur hotell hanterar digitalisering av branschen. Mer specifikt undersöker denna studie hur managers betraktar beslut och strategier för implementering av SST i relation till hotellgästers acceptans. Design/metod/tillvägagångssätt: Denna studie har utgått från metodkombination. Metoden behandlas genom ett abduktivt tillvägagångssätt mellan det teoretiska och empiriska materialet. Studien baseras på en kombinerad forskningsdesign av kvalitativ och kvantitativ natur som består av tre semistrukturerade intervjuer samt efterföljande enkät. Den kvalitativa delen utmynnar i en analys enligt den teoretiska strukturen och kombineras sedan med statistiska analyser av enkätsvaren. Bidrag: Ett antal faktorer som resultatet påvisar bekräftar tidigare forskning: implementationer innebär höga kostnader och investeringar; utbudet av SST inom hotellbranschen är dåligt; gäster föredrar de tekniker de är vana vid; samt att managers har en vänta-och-se attityd till SST. Samtidigt visar studien på att andelen teknologivana människor är stor och att dessa är positivt inställda till SST. Studien bidrar även med nya teoretiska insikter såsom: att premiumhotell förväntas kombinera high-touch med high-tech; att SST upplevs minska hotellens upplevda säkerhet; att inställning till SST inte skiljer sig mellan kön; samt att viss SST upplevs påverka estetiken.

Mobile technology has evolved drastically over the years, and so has the customer’s perception of and expectations on mobile services. Mobile phones have become the essential part of customer’s life style and they expect consumer services to be available on mobile phone. In this saturated market, providing better customer experience through the channel preferred by customers is as important as selling the actual product or services. In the quest to retain existing customers as well as attracting new, companies are developing innovative mobile customer relationship management (mCRM) strategies to strike a balance between its investments and fulfilling of customers need to generate maximum profit. However, not all mCRM strategies succeed leaving customers dissatisfied and switching to competitors providing better mobile services. The purpose of this study is to understand the dynamics between the customer acceptance, customer satisfaction and customer loyalty in the context of mCRM services. Thus, answering the following research questions: a) What are the factors behind customer acceptance? b) Do mCRM services have any effect on customer loyalty? Qualitative research method were utilized to closely study two different mCRM strategies from different industries with costumer in focus. Data for the study was gathered from a costumer survey as well as from interviews with informants within the company. In addition, external data from public domain was used to validate the findings of the study. Furthermore, a research model was developed by identifying the constructs adopted from literature study of technology acceptance model (TAM3) and customer loyalty. The research model was the basis for developing the customer feedback survey. In addition, the constructs helped in identifying the impact on customer acceptance and customer loyalty for the respective mCRM strategy. This study confirms previous findings and contributes to our understanding of technology acceptance as well as customer loyalty. The study reveals that mCRM services are mostly useful to urban customers with busy and on-the-go lifestyle. Furthermore, the study shows that through well practice use behavior customer develops a habit based on the prior evaluation of perceived usefulness and perceived value. In addition, the study indicates that customers build up a new trust towards the mCRM services through the usage of the service. Finally, the results of the study indicate that the mCRM services have an impact on company’s net customer loyalty.

ITC/USA 2011 Conference Proceedings / The Forty-Seventh Annual International Telemetering Conference and Technical Exhibition / October 24-27, 2011 / Bally's Las Vegas, Las Vegas, Nevada / This paper describes new concepts of test mean and processes to perform flight test for all Airbus aircraft family. The FTI (Flight Test Installation) designed for A320, A340, A380 and A350 programs include acquisition system, recorder, data processing, visualisation, Flight Test Engineer Station and optional functionalities (video acquisition, DGPS, telemetry ...) In the past, these test means were specific for each test aircraft. Due to the large number of Aircraft development in parallel Airbus has designed and standardized new tests means for development and production aircraft. The first goal is to generate significant benefits regarding time and costs savings by simplifying installation and reusing all the test installations components. This paper shows the opportunities and challenges of these new concepts.