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Tlle vie~rs expressed in this Working Paper are those of the author(s) and do not necessarily represent those of the IMF or Th1F policy. Working Papers describe research in ormrress bV the author( s) and are Dublished to elicit comments and to further dehate.

PurposeThis paper seeks to deal with an exploratory analysis of the impact of technological innovations on the extent of outreach of hospitality services to customers.Design/methodology/approachAfter a review of several hospitality services, two factors were selected to assess their outreach to customers: location of service provider; and direct or indirect service delivery mode.FindingsPlacing these factors on different axes, cells were created to distinguish innovative features of these services. It became apparent that, as the technological innovations develop, new categories of services are emerging. These categories were placed into six different cells identifying services based on their innovative characteristics. When the proximity of the service provider to the customer is less, the range of services involves: service and style improvements; service‐line extensions; and major service innovations. With the increase in distance between service provider and customer, service processes become prominent and involve: process improvements; process‐line extensions; and major process innovations. With the advancement of technology, services move from direct to indirect delivery mode in both service and service process innovations. In order to illustrate the assumptions, examples of services and technology used are provided.Research limitations/implicationsRecommendations are provided for utilizing technology for enhancing services based on the location of their target markets. This is an exploratory analysis of the current situation, which will rapidly change with technological developments.Practical implicationsFindings led to the recommendations for service innovations, location of desired markets, and providing services to customers at near and far locations. Service providers and marketers can benefit by utilizing innovative technology suitable for reaching their selected target customers.Originality/valueThe work is a first step in studying services, technology use, and outreach to customers. Identifying service categories will help service marketers in locating their target market and providing services to customers using developing technology.

Purpose This study aims to explore the opportunity offered through mobile learning (m-learning) to tourism education in the developing country context. To achieve this aim, the antecedent impact of self-efficacy and the moderator role of innovativeness on the attitude and intention to adopt m-learning have been investigated using the technology acceptance model (TAM). Design/methodology/approach A survey of 176 participants from three prominent tourism education institutes in Dhaka, Bangladesh, has been conducted. Partial least squares-based structural equation modeling (PLS-SEM) has been used to analyze the data. Findings While the findings confirmed the antecedent effect of self-efficacy on the intention to adopt m-learning, the moderating effect of innovativeness was not found to be as significant for the attitude-intention link. Research limitations/implications Data have been collected only from one country and from current tourism students. Future studies on several developing countries with different potential users would bring more in-depth insights. Practical implications Tourism education institutes need to focus on students’ self-efficacy to build a positive attitude and behavioral intention toward m-learning when launching mobile-based education services. Originality/value The study provides theoretical underpinnings enabling tourism educators to better understand tourism students’ behavioral intention to use m-learning, in particular in the developing country context. By applying TAM to tourism education to examine the effects of students’ self-efficacy and innovativeness, a better explanation of the adoption of m-learning in tourism education is provided.

This qualitative exploratory study assesses the technological disruptions in restaurant services caused by innovations in food delivery. A systematic review of the restaurant classification for the past two decades showed that the use of the term “restaurant delivery service” increased significantly since 2014 and is now used as often as “fast food service.” An improved typology of services as affected by technology is presented. A hypothetical model was developed to show the hierarchical progression of restaurant services as affected by technological innovations. Technological disruptions were categorized at different stages. The theory of disruptive innovation was assessed, and a hypothesis is presented to relate the impact on delivery services. Major disruptions identified are in the restaurant terminology/classification, widening of the distance between the service provider and customer contact points, and the potential collateral disruption to the service quality. Opportunities and challenges related to disruptions are identified.

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