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Chinese travelers’ mobile payments: Market disruption and risk management

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ENTER2018 eTourism Conference presentation

Publié dans : Technologie
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Chinese travelers’ mobile payments: Market disruption and risk management

  1. 1. ENTER 2018 Research Track Slide Number 1 Chinese travelers’ mobile payments: Market disruption and risk management Rob Lawa, Sunny Suna, Markus Schuckerta, and Dimitrios Buhalisb aSchool of Hotel and Tourism Management The Hong Kong Polytechnic University, Hong Kong 15901578r@connect.polyu.hk, rob.law@polyu.edu.hk, markus.schuckert@polyu.edu.hk bBournemouth University, United Kingdom dbuhalis@bournemouth.ac.uk
  2. 2. ENTER 2018 Research Track Slide Number 2 2
  3. 3. ENTER 2018 Research Track Slide Number 3
  4. 4. ENTER 2018 Research Track Slide Number 4 Mobile Payment Concepts Year (roll-out) Types of Mobile Payment Lead Market (Pilot) 2008 Alipay China 2011 Google wallet United States 2013 Google wallet United Kingdom 2014 Wechat Pay China 2016 Wechat Pay Hong Kong 2016 Apple Pay China/HK/Korea 2016 Samsung Pay Korea/China (Sun, 2016) 4
  5. 5. ENTER 2018 Research Track Slide Number 55Source: totemmedia (2015)
  6. 6. ENTER 2018 Research Track Slide Number 66Source: totemmedia (2015)
  7. 7. ENTER 2018 Research Track Slide Number 7 Introduction • Mobile payment: a new commercial format • In 2016, mobile payment occupied 71% of the total money transfer (CCTV, 2017). • Chinese travelers heavily depend on mobile payment (China Internet Watch, 2017).
  8. 8. ENTER 2018 Research Track Slide Number 8 Introduction • Definition of mobile payment in the present study: “Third-party mobile payment via smartphones through mobile networks or wireless technologies under financial regulations in China.” mobile payment fails during the transaction process?
  9. 9. ENTER 2018 Research Track Slide Number 10 Objectives • to identify the degree of dependence on mobile payment of Chinese travelers, • to analyze the awareness of Chinese travelers toward the breakdown of mobile payment systems, and • to investigate the flexibility of Chinese travelers when mobile payment breaks down.
  10. 10. ENTER 2018 Research Track Slide Number 11 Literature review • Benefits of mobile payment determine the user intention to adopt it (Liébana-Cabanillas et al., 2017). • Mobile payment brings immense convenience, risks are involved in the meantime (Khalilzadeh et al., 2017; Lu et al., 2017) . • IT-related problems: long-standing effect on the tourism industry (Lu & Law, 2007).
  11. 11. ENTER 2018 Research Track Slide Number 12 Literature review Mitigation of mobile payment breakdown Preparedness of mobile payment breakdown Response Recovery Pre- crisis Crisis Post- crisis Effective Crisis Management Source adopted from Richardson (1994)
  12. 12. ENTER 2018 Research Track Slide Number 13 Method • Questionnaire survey – The first section: user experience – The second section: the dependence of travelers on mobile payment – The third section: measure awareness – The fourth section: measure flexibility – The final section: socio-demographic information
  13. 13. ENTER 2018 Research Track Slide Number 14 Method • Data collection: a third-party survey company • Sample requirements: Chinese respondents who have used mobile payment (e.g., Alipay, WeChat Pay) in the past one year during their travel.
  14. 14. ENTER 2018 Research Track Slide Number 15 Findings and discussion • Dependence on mobile payment Table 1. Dependence on mobile payment
  15. 15. ENTER 2018 Research Track Slide Number 16 Findings and discussion • Paired sample t-tests Table 2. Paired sample t-tests Note: Pair 1: Comparison between domestic travel to own city and to anywhere except own city Pair 2: Comparison between domestic travel to own city and outbound travel Pair 3: Comparison between domestic travel to anywhere except own city and outbound travel
  16. 16. ENTER 2018 Research Track Slide Number 17 Findings and discussion • Awareness and flexibility Table 3. Paired sample t-tests Note: Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization Rotation converged in four iterations
  17. 17. ENTER 2018 Research Track Slide Number 18 Implications • Theoretically: – based on three-stage crisis management framework (i.e., pre-crisis stage) – attributes are identified to awareness and flexibility – extends the crisis management framework to the mobile payment context and proves its applicability
  18. 18. ENTER 2018 Research Track Slide Number 19 Implications • Practically (e.g., tourism practitioners): – communicate with different parties for travelers to be informed of the platform – Efficient help to solve mobile payment breakdown problem – Accurate information – Restore/maintain trust
  19. 19. ENTER 2018 Research Track Slide Number 20 Conclusions – Detect potential failures, – Back up loops, – Mitigate the breakdown, – Mitigate trust related issues, and – Prepare for future breakdowns of mobile payment.
  20. 20. ENTER 2018 Research Track Slide Number 21 Future research • Analyze the communication channels in detail when tourists face mobile payment breakdown. • Analyze trust related, critical events. • Analyze the role of environment and provider. • Investigate other payment methods that consumers can use if mobile payment fails.
  21. 21. ENTER 2018 Research Track Slide Number 22 Dr Markus Schuckert 馬思勤 Assistant Professor School of Hotel & Tourism Management The Hong Kong Polytechnic University 17 Science Museum Road TST-East, Kowloon, Hong Kong SAR Tel.: +852 3400-2321 Fax: +852 2362-9362 Email: markus.schuckert@polyu.edu.hk Web: www.polyu.edu.hk/htm Time for Interaction. Thank You very much!
  22. 22. ENTER 2018 Research Track Slide Number 23
  23. 23. ENTER 2018 Research Track Slide Number 24 References • CCTV. (2017). Mobile payment occupies 71% of the total money transfer market. Retrieved October 14, 2017, from http://news.cctv.com/2017/01/05/ARTIWHc0VikSstehPvLncmMI170105.shtml • China Internet Watch. (2017). China third-party online payment market overview Q1 2017. Retrieved July 5, 2017, from https://www.chinainternetwatch.com/20806/online-payment-market-q1-2017/ • Khalilzadeh, J. Ozturk, A. B. & Bilgihan, A. (2017). Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry. Computers in Human Behavior 70: 460-474. • Liébana-Cabanillas, F. Muñoz-Leiva, F. & Sánchez-Fernández, J. (2017). A global approach to the analysis of user behavior in mobile payment systems in the new electronic environment. Service Business: 1-40. doi: 10.1007/s11628-017-0336-7 • Lu, J. Yang, Z. Li, L. Yuan, W. Li, L. & Chang, C. C. (2017). Multiple schemes for mobile payment authentication using QR code and visual cryptography. Mobile Information Systems: 1-12. doi: 10.1155/2017/4356038 • Lu, S. & Law, R. (2007). TECHNOLOGY CRISIS MANAGEMENT IN MAINLAND CHINA: A STUDY OF HOTELS IN HANGZHOU. Information Technology in Hospitality 4: 153-159.

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