With the growing ownership of multiple technology devices, and the contribution of mobile travel bookings to the overall travel market, it is critical to investigate the hotel searching and booking process for different device users. This research investigates four categories of device users via a survey with 383 respondents, in the context of search behaviour and information sources used. The results reveal that search engines and family and friends are the most frequently used information sources while the personal computer (PC) is the most used device for both searching and booking. However, there is a significant difference in how these device users engage with information sources, specifically online travel agents (OTAs) and search engines. Furthermore, device users favour one device and are unlikely to switch devices during the search process.

Murphy, H.C, Chen, M.M. & Cossutta, M. (2016). An investigation of multiple devices and information sources used in the hotel booking process, Tourism Management, 52, 44-51.

Keywords : Hotel booking; Tablet; Smartphone; Information sources; Multi devices; Channel management.

Biographies

Hilary Murphy is a professor of Ecole hoteliere de Lausanne, world first hospitality management school

Dr. Hilary Murphy

LHRC fellow

Full Professor - Marketing

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Dr. Meng-Mei (Maggie) Chen

Assistant Professor - Marketing

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