Skip to main content
SpringerLink
Log in

Predicting customers’ intentions to check in on Facebook while patronizing hospitality firms

  • Empirical article
  • Published:
Service Business Aims and scope Submit manuscript

Abstract

Within the last decade, the introduction of Web 2.0 has created many opportunities for hospitality organizations. Facebook has become one of the most influential and powerful social media platforms. However, limited efforts have been made to explore customers’ intentions to check in on Facebook while visiting hospitality companies. Based on motivation theory, this study developed a research model containing two main categories of variables: (1) extrinsic factors (i.e. social influence, external rewards, and Cyber community utility) and (2) intrinsic factors (i.e. presenting oneself, perceived enjoyment, and altruism), and suggested that these potential variables can directly influence customers’ behavioral intention to check in. Data collected from 490 respondents in Taiwan were tested against the research model using the structural equation modeling approach. The results indicated that all the proposed variables (i.e. social influence, external rewards, Cyber community utility, presenting oneself, perceived enjoyment, and altruism) were the critical components significantly influencing online customers’ intention to check in on Facebook; the proposed model accounted for 70.7 % of the variance. The findings of this study will not only help hospitality and tourism practitioners in understanding the perceptions of potential customers, but also provide insights into research on technology’s influence on hospitality.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2

Similar content being viewed by others

References

  • Acquisti A, Gross R (2006) Imagined communities: awareness, information sharing, and privacy on the Facebook. In: Proceedings from privacy enhancing technologies workshop, Cambridge, UK

  • Ajzen I (1991) The theory of planned behavior. Organ Behav Hum Decis Process 50(2):179–211

    Article  Google Scholar 

  • Ajzen I, Fishbein M (1980) Understanding attitudes and predicting social behavior. Prentice-Hall, Englewood Cliffs, NJ

    Google Scholar 

  • Akehurst G (2009) User generated content: the use of blogs for tourism organisations and tourism consumers. Serv Bus 3:51–61

    Article  Google Scholar 

  • Alexa (2012) The top 500 sites on the web. http://www.alexa.com/topsites/global. Accessed 4 May 2012

  • Alexander A (2012) Facebook user statistics 2012. http://ansonalex.com/infographics/facebook-user-statistics-2012-infographic/. Accessed 29 May 2012

  • Aulakh PS, Gencturk EF (2000) International principal–agent relationships–control, governance and performance. Industr Market Manage 29(6):521–538

    Article  Google Scholar 

  • Baek K, Holton A, Harp D, Yaschur C (2011) The link that bind: uncovering novel motivations for linking on Facebook. Comput Hum Behav 27:2243–2248

    Article  Google Scholar 

  • Baruchnewmedia.com (2012) How business is using social networking. Report. http://baruchnewmedia.com/wiki/How_Business_is_Using_Social_Networking. Accessed 18 July 2012

  • Blau PM (1964) Exchange and power in social life. Wiley, New York

    Google Scholar 

  • Bolino MC, Turnley WH, Bloodgood JM (2002) Citizenship behavior and the creation of social capital in organizations. Acad Manage Rev 27(4):505–522

    Google Scholar 

  • Braziel L (2011) Foursquare to Facebook places: insight into check-ins. http://www.ignitesocialmedia.com/social-media-stats/foursquare-facebook-places-checkins/. Accessed 4 May 2012

  • Business.highbeam.com (2008) What’s next? Your future in social networking. Report. http://business.highbeam.com/4341/article-1G1-174373216/next-your-future-social-networking. Accessed 18 July 2012

  • Carlson N (2010) At last—the full story of how Facebook was founded. http://www.businessinsider.com/how-facebook-was-founded-2010-3. Accessed 3 May 2012

  • Constant D, Kiesler S, Sproull L (1994) What’s mine is ours, or is it? A study of attitudes about information sharing. Inf Sys Res 5(4):400–421

    Article  Google Scholar 

  • Davis FD (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quart 13(3):319–340

    Article  Google Scholar 

  • Davis FD, Bagozzi RP, Warshaw PR (1989) User acceptance of computer technology: a comparison of two theoretical models. Manage Sci 35:982–1003

    Article  Google Scholar 

  • Davis FD, Bagozzi RP, Warshaw PR (1992) Extrinsic and intrinsic motivation to use computers in the workplace. J Appl Soc Psychol 22:1111–1132

    Article  Google Scholar 

  • Deci EL (1975) Intrinsic motivation. Plenum, New York

    Book  Google Scholar 

  • Doğruer N, Meneviş İ, Eyyam R (2011) What is the motivation for using Facebook? Procedia Soc Behav Sci 15:2642–2646

    Article  Google Scholar 

  • Fishbein M, Ajzen I (1975) Belief, attitude, intention and behavior: an introduction to theory and research. Reading, Addison-Wesley, MA

    Google Scholar 

  • Fitzgerald B (2012) Facebook study explains why we still spend so many hours stalking each other. http://www.huffingtonpost.com/2012/07/04/facebook-study-shows-we-u_n_1644061.html. Accessed 11 Sept 2013

  • Friedkin NE (1998) A structural theory of social influence. Cambridge University Press, New York

    Book  Google Scholar 

  • Gretzel U, Yoo KH, Purifoy M (2007) Online travel review study: role & impact of online travel reviews. http://www.tripadvisor.com/pdfs/OnlineTravelReviewReport.pdf. Accessed 25 May 2012

  • Hair JT, Anderson RE, Tatham RL, Black WC (1992) Multivariate data analysis with readings, 3rd edn. Macmillan, New York

    Google Scholar 

  • Hars A, Ou S (2002) Working for free? Motivations for participating in open-source projects. Int J Electron Commerce 6(3):25–39

    Google Scholar 

  • Hsu C, Lin JC (2008) Acceptance of blog usage: the roles of technology acceptance, social influence and knowledge sharing motivation. Inf Manage 45:65–74

    Article  Google Scholar 

  • Huang Y, Basu C, Hsu MK (2010) Exploring motivations of travel knowledge sharing on social network sites: an empirical investigation of U.S. college students. J Hospital Market Manage 19:717–734

    Article  Google Scholar 

  • Hunt D, Krishnan A, Atkin D (2012) The influence of computer-mediated communication apprehension on motives for Facebook use. J Broadcast Electron Media 56(2):187–202

    Article  Google Scholar 

  • Kaikati AM, Kaikati JG (2004) Stealth marketing: how to reach consumers surreptitiously. Calif Manage Rev 36(4):6–22

    Article  Google Scholar 

  • Kaplan AM, Haenlein M (2010) Users of the world, unite! The challenges and opportunities of social media. Bus Horiz 53:59–68

    Article  Google Scholar 

  • Kaushal N (2011) Facebook marketing tips for promoting hotels and restaurants on Facebook! http://www.pagetrafficbuzz.com/facebook-marketing-promoting-hotels-restaurants-part-4/11040/. Accessed 25 May 2012

  • Kim B (2011) Understanding antecedents of continuance intention in social-networking services. Cyberpsychol Behav Soc Netw 14(4):199–205

    Article  Google Scholar 

  • Kleijnen M, de Ruyter K, Wetzels M (2007) An assessment of value creation in mobile service delivery and the moderating role of time consciousness. J Retail 83(1):33–46

    Article  Google Scholar 

  • Langfitt F (2006) Social networking technology boosts job recruiting. http://www.npr.org/templates/story/story.php?storyId=6522523&sc=emaf

  • Lasorsa D, Lewis S, Holton A (2012) ‘Normalizing’ twitter: journalism practice in an emerging communication space. Journal Stud 13(1):19–36

    Google Scholar 

  • Lee MKO, Cheung CMK, Chen Z (2005) Acceptance of internet-based learning medium: the role of extrinsic and intrinsic motivation. Inf Manage 42:1095–1104

    Article  Google Scholar 

  • Lee SM, Kim T, Noh Y, Lee B (2010) Success factors of platform leadership in web 2.0 service business. Serv Bus 4:89–103

    Article  Google Scholar 

  • Legris P, Ingham J, Collerette P (2003) Why do people use information technology? A critical review of the technology acceptance model. Inf Manage 40(3):191–204

    Article  Google Scholar 

  • Litvin SW, Blose JE, Laird ST (2004) Tourist use of restaurant web-pages: is the internet a critical marketing tool? J Vacat Market 11(2):155–161

    Article  Google Scholar 

  • Litvin SW, Goldsmith RE, Pan B (2008) Electronic word-of-mouth in hospitality and tourism management. Tour Manage 29(3):458–468

    Article  Google Scholar 

  • Loomer J (2011) How restaurants can benefit from Facebook. http://www.jonloomer.com/2011/12/22/how-restaurants-can-benefit-from-facebook-2/. Accessed 18 July 2012

  • Mehdizadeh S (2010) Self-presentation 2.0: narcissism and self-esteem on Facebook. Cyberpsychol Behav Soc Netw 13(4):357–364

    Article  Google Scholar 

  • Moon J-W, Kim Y-G (2001) Extending the TAM for a world-wide-web context. Inf Manage 38(4):217–230

    Article  Google Scholar 

  • Reeve J (1996) Motivating others: nurturing inner motivational resources. Allyn and Bacon, Boston, MA

    Google Scholar 

  • Ryan RM, Deci EL (2000) Intrinsic and extrinsic motivations: classic definitions and new directions. Contemp Educ Psychol 25:54–67

    Article  Google Scholar 

  • Shanka T, Ali-Knight J, Pope J (2002) Intrastate travel experiences of international students and their perceptions of Western Australia as a tourist destination. Tour Hospital Res 3(3):245–256

    Article  Google Scholar 

  • Smith CA, Organ DW, Near JP (1983) Organizational citizenship behavior: its nature and antecedents. J Appl Psychol 68:653–663

    Article  Google Scholar 

  • Taipei Times (2014) Taiwan likes Facebook, has highest penetration. Report. http://www.taipeitimes.com/News/biz/archives/2014/02/28/2003584495. Accessed 10 Dec 2014

  • Tajfel H, Turner JC (1985) The social identity theory of intergroup behavior. In: Worchel S, Austin WG (eds) Psychology of intergroup relations, 2nd edn. Nelson-Hall, Chicago

    Google Scholar 

  • Taylor S, Todd PA (1995) Assessing IT usage: the role of prior experience. MIS Quart 19(4):561–570

    Article  Google Scholar 

  • Teo TSH, Lim VKG, Lai RYC (1999) Intrinsic and extrinsic motivation in internet usage. Omega 27(1):25–37

    Article  Google Scholar 

  • Tong ST, Heide BVD, Langwell L (2008) Too much of a good thing? The relationship between number of friends and interpersonal impressions on Facebook. J Comput-Mediat Commun 13:531–549

    Article  Google Scholar 

  • Vallerand RJ, Bissonnette R (1992) Intrinsic, extrinsic, and amotivational styles as predictors of behavior: a prospective study. J Personal 60:599–620

    Article  Google Scholar 

  • Venkatesh V, Davis FD (2000) A theoretical extension of the technology acceptance model: four longitudinal field studies. Manage Sci 46(2):186–204

    Article  Google Scholar 

  • Venkatesh V, Morris MG (2000) Why don’t men ever stop to ask for directions? Gender, social influences, and their role in technology acceptance and usage behavior. MIS Quart 24(1):115–139

    Article  Google Scholar 

  • Venkatesh V, Speier C, Morris MG (2002) User acceptance enablers in individual decision making about technology: toward an integrated model. Decis Sci 33(2):297–316

    Article  Google Scholar 

  • Venkatesh V, Morris MG, Davis GB, Davis FD (2003) User acceptance of information technology: toward a unified view. MIS Quart 27(3):425–478

    Google Scholar 

  • Vila J, Ribeiro-Soriano D (2014) An overview of web 2.0 social capital: a cross-cultural approach. Serv Bus 8:399–404

    Article  Google Scholar 

  • Walther JB (1992) Interpersonal effects in computer-mediated interaction: a relational perspective. Commun Res 19:52–90

    Article  Google Scholar 

  • Walther JB, Parks MR (2002) Cues filtered out, cues filtered in: computer-mediated communication and relationships. In: Knapp ML, Daly JA (eds) Handbook of interpersonal communication, 3rd edn. Sage, Thousand Oaks, CA

    Google Scholar 

  • Wang H (2012) Investigating the determinants of travel blogs influencing readers’ intention to travel. Serv Industr J 32(2):231–255

    Article  Google Scholar 

  • Wasko MM, Faraj S (2000) “It is what one does”: why people participate and help others in electronic communities of practice. J Strateg Inf Syst 9:155–173

    Article  Google Scholar 

  • Zhao S, Grasmuck S, d Martin J (2008) Identity construction on Facebook: digital empowerment in anchored relationships. Comput Hum Behav 24:1816–1836

    Article  Google Scholar 

Download references

Acknowledgments

This study was supported by Grants from the National Science Council of the Republic of China under Contract Number NSC 102-2410-H-216-008.

Author information

Authors and Affiliations

  1. Department of Hospitality Management, Chung Hua University, No. 707, Sec.2, WuFu Rd., Hsinchu, 300, Taiwan, ROC

    Hsiu-Yuan Wang

Authors
  1. Hsiu-Yuan Wang
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Hsiu-Yuan Wang.

Appendix

Appendix

See Table 6.

Table 6 The items list used in the study
Full size table

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Wang, HY. Predicting customers’ intentions to check in on Facebook while patronizing hospitality firms. Serv Bus 10, 201–222 (2016). https://doi.org/10.1007/s11628-014-0265-7

Download citation

  • Received:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11628-014-0265-7

Keywords

Search

Navigation