Mobile Payment Failure during Travel

ABSTRACT

The ‘cash-free’ phenomenon in China has been noted worldwide, thereby indicating that tourists in this country heavily depend on mobile payments during their travel. However, this dependence may become problematic when mobile payment transactions fail. Thus, the present study systematically evaluates mobile payment failure by examining the awareness of tourists, explores the parties involved in mobile payment, and proposes a conceptual model of failure assessment on the basis of the multi-hazard risk assessment model. Results show that mobile payment failure is related to four parties, namely, merchant, network operator, service provider, and user. Practical implications are further discussed in this paper.

摘要

中国的‘无现金’现象已在世界范围内引起关注, 此现象反应在中国游客在旅行过程中对移动支付的重度依赖。然而, 当移动支付交易发生问题时, 此种重度依赖性极有可能给游客带来困扰。因此, 本研究通过探寻游客对移动支付故障的认知, 探究移动支付的相关方, 系统地评估了移动支付故障, 并基于多危风险评估模型提出了关于移动支付故障评估的概念模型。结果表明, 移动支付故障与商家, 网络运营商, 服务供应商以及用户四方有关。本文还进一步探讨了结论的实际应用。

KEYWORDS:

• Multi-hazard risk
• assessment model
• mobile payment failure
• travel
• China

关键词:

• 多危风险
• 评估模型
• 手机支付故障
• 旅行
• 中国

Acknowledgments

This study was supported by PhD studentship provided by the Hong Kong Polytechnic University.

Data availability statement

The data that support the findings of this study are available upon request from the corresponding author. The data are not publicly available due to potential compromise of privacy of research participants.

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

This work was supported by the Beijing Social Science Fund [18JDGLB013]; National Natural Science Foundation of China [71673015].

Notes on contributors

Sunny Sun

Sunny Sun is Assistant Professor in College of Asia Pacific Studies at Ritsumeikan Asia Pacific University, Oita, Japan. Her research interests are consumer behavior and information and communications technology (E-mail: [email protected]).

Rob Law

Rob Law is Professor in School of Hotel and Tourism Management at The Hong Kong Polytechnic University, Hong Kong SAR, China. His research interests are information management and technology applications (E-mail: [email protected]).

Lina Zhong

Lina Zhong is Executive Dean of China Institute for Big Data Research in Tourism at Beijing International Studies University, Beijing, China. Her research interests focus primarily on tourism big data analysis, regional planning for destinations, landscape srchitecture design for sites, and construct design for sites and city planning (E-mail: [email protected]).