Astrid Dickinger
Short Bio
Astrid Dickinger is Full Professor at the Department of Tourism and Service Management and Dean of the Graduate School at MODUL University. Astrid was part of the founding team at MU and was integral for the program development of the MSc and BSc in Management as well as the design of multiple certificates in the graduate program.
Before joining MODUL University Vienna, Astrid Dickinger was Assistant Professor at the Institute for Tourism and Leisure Studies of Vienna University of Economics and Business Administration (Wirtschaftsuniversität Wien). Astrid holds a master degree (2002), doctorate (2006) and Habilitation (2010) from WU. She was a visiting scholar at the University of Western Australia, Perth and Temple University, Philadelphia.
Research Interests
Her research interests are in the areas of electronic and mobile service usage, understanding digital marketing and digital consumer behavior, as well as open innovation for services and designing exceptional service experiences.
Results of her work have been published in academic journals such as Journal of Business Research, Journal of Interactive Marketing, Journal of Travel Research, Technological Forecasting and Social Change, European Journal of Information Systems, Information Technology and Tourism, Journal of Sustainable Tourism, Tourism Recreation Research, Electronic Commerce Research and Applications, Journal of Travel and Tourism Marketing.
Astrid is part of the editorial board of Information Technology and Tourism, part of the programm committee for ENTER, was co-charir for social media at the summer AMA, serves as ad hoc reviewer for multiple journals and conferences. She received multiple gants for her research projects as well as awards. Her paper on "Diffusion and success factors of mobile marketing" is among the top 10 most cited papers of Electronic Commerce Research and Applications, together with colleagues at MU she was second runner up for the best paper award at ENTER 2011 for "Comparing online destination image with conventional image measurement–The case of Tallinn".
Teaching Interests
Digital Consumer Behavior
Quality Management
Global Marketing
Marketing Research and Consumer Behavior
Marketing Research Project
Service Quality Management
Awards
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2002 : Dr. Maria Schaumayer Award (Dr. Maria Schaumayer Foundation)
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2004 : Award of the Austrian Science Foundation for International Communciation (FWF Der Wissenschaftsfonds)
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2005 : Award of the Dr. Alois Mock Europastiftung (Dr. Alois Mock Europastiftung)
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2011 : ENTER Best Paper Award 2nd Place (ENTER 2011 Conference)
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2011 : Bursary award for a PhD thesis based paper (European Marketing Academy)
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2007 : Rudolf Sallinger-Award (Rudolf Sallinger Fonds)
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2012 : Wirtschaftskammerpreis 2012 (Wirtschaftskammer Wien)
Projects
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Qualifikationsnetzwerk "Smart Data Analytics für die Hotellerie"
The purpose of the qualification network is to teach employees of tourism businesses - especially accommodation providers - the use of data and advanced methods of analysis. Data management and analysis is considered a central element of digitalization in tourism and the added value of an efficient and effective data processing is given in the companies. The aim is to teach the state of research in a way that enables businesses to explore new sources of data and to link these sources to generate better information for decision-making. With this knowledge, businesses should be better able to accompany and to consult the guest during the whole "customer-journey". For this purpose, the scientific partners MODUL University Vienna and Technical University Vienna combine their expertise in the area of data management and tourism.
Organisations: Department of Tourism and Service Management, MODUL University Vienna, Department of New Media Technology
Author: Hannes Antonschmidt, Astrid Dickinger, Ulrich Gunter, Lyndon Nixon, Daniel Dan, Arno Scharl
Date: 01.07.2019 - 31.12.2020
Managed By: Department of Tourism and Service Management
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EcoMove
EcoMove will develop new knowledge-based solutions for the efficient and environmentally sustainable movement of users in cities. This will be achieved by providing customised information about available mobility options in real time. Recommendations for delaying, avoiding or taking alternative mobilty options will be presented visually to the users - city inhabitants, visitors, and professional stakeholders - for the purpose of prioritizing "necessary" mobility. Vienna will be the city test case; the developed methods will be generic and the data collection will cover the entirety of Austria so that an extended application of the solutions to other regions as part of future projects will also be possible.
Organisations: MODUL University Vienna, Department of New Media Technology, Department of Tourism and Service Management
Author: Lyndon Nixon, Astrid Dickinger, Sabine Sedlacek, Daniel Dan
Date: 01.07.2018 - 30.06.2020
Managed By: MODUL University Vienna
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Digital Tourism Experts
The aim of the "Digital Tourism Expert" initiative is to provide the participating company partner with relevant digital know-how and to test and implement it with the help of initial digital projects (Transfer-Projects). Therefore, 14 educational modules were developed which on the one hand deliver digital marketing know-how and on the other hand provide knowledge to create the right structural requirements for becoming a digital tourism company. Both competencies will create the skills to implement a digital transfer project in the final phase of the project. In these projects the companies implement innovative digital processes or projects guided by the coaches from the universities.
Organisations: MODUL University Vienna, Department of Tourism and Service Management, Department of New Media Technology
Author: Karl Wöber, Astrid Dickinger, Arno Scharl
Date: 01.01.2018 - 31.12.2020
Managed By: MODUL University Vienna
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RAVEN - Relation Analysis and Visualization for Evolving Networks
The RAVEN research project's aim is to keep users, analysts and decision-makers up-to-date about the unfolding of events in endogenous and exogenous information spaces, which themselves reflect interconnected events and processes of the real world. RAVEN aims to understand the evolution of these spaces by analyzing temporal-semantic relations between their elements. RAVEN has a social layer by enabling users to release non-confidential interpersonal messages to this repository, and by extracting annotations from retrieved documents. Third-party resources are added through a Web mining and media monitoring platform.
Organisations: MODUL University Vienna, Department of New Media Technology, Department of Tourism and Service Management
Author: Arno Scharl, Stefan Gindl, Astrid Dickinger
Date: 01.01.2008 - 30.10.2010
Managed By: Department of New Media Technology
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Leveraging Social Media for Market Research
Implicit Market Research using Social Media: Understanding Social Media at various levels of abstraction is crucial in a time of mainstream Internet adoption. This research aims to develop methods for these managers to “listen” to their customers for a marketing intelligence and decision support framework to gather and analyze social media.
Organisations: Department of Tourism and Service Management
Author: Astrid Dickinger
Date: 01.03.2010 - 01.05.2012
Managed By: Department of Tourism and Service Management
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Destinationsimage und die Online-Welt
Organisations: Department of Tourism and Service Management
Author: Astrid Dickinger
Date: 01.09.2014 - 31.08.2016
Managed By: MODUL University Vienna
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The Image of Vienna in User-Generated Content: An Analysis of Brand Personality and Emotions
The emerging technological dynamics and increasing consumer power requires proactive strategies by Destination Management Organizations (DMOs). Furthermore, positioning a destination around the feelings it generates and its ability to offer visitors unique experiences, relationships, meanings, and self-expressions is a strong competitive advantage. This study analyzed Vienna’s brand personality and emotions as reflected in online reviews from different service settings such as accommodation, sights, and restaurants. In addition, the study compared the results with tourists’ connotations with Vienna as collected in a conventional survey. The combination of content analysis and comparative analysis provides recommendations for DMOs on how to develop emotional links and use consumers’ information shared in an online setting.
Organisations: Department of Tourism and Service Management, MODUL University Vienna
Author: Astrid Dickinger, Lidija Lalicic
Date: 01.11.2012 - 01.11.2014
Managed By: Department of Tourism and Service Management
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User-Driven Innovations in Tourism enhanced by Social Media
Consumers modify, adapt and create products closely fitting their needs and wants. The collective intelligence and available tool-kits facilitated by ICT, successfully supports the development of user-driven innovation. Also, forms of user-driven innovation have started to emerge in the tourism industry. We see many forms of user-generated content in forms of informal discussions, consumers creating structured reviews, promotion through self-created advertising videos and modification of products and distribution of innovations. Practitioners need to understand which tool-kits or context-depending factors are necessary to provide support for user-driven innovations in social media platforms for tourists. Therefore, this research project aims to provide companies insights into the different aspects of consumers’ creativity resulting in user-driven innovation practices. Secondly, the project will provide recommendations on how companies can facilitate user-driven innovations by designing effective social media spaces. The overall aim of project is to bridge the gap in literature on innovation and the integrated use of social media platforms in the field of tourism.
Organisations: MODUL University Vienna, Department of Tourism and Service Management
Author: Lidija Lalicic, Astrid Dickinger
Date: 01.06.2014 - 01.06.2016
Managed By: MODUL University Vienna
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Information Diffusion across Interactive Online Media
IDIOM is a two-year research project funded by FIT-IT Semantic Systems, a program of the Federal Ministry of Transport, Innovation and Technology in cooperation with the Austrian Research Promotion Agency (FFG) and Eutema Technology Management. IDIOM aims to: - investigate new visual interfaces to create, access and analyze electronic content; - reveal fundamental mechanisms of information diffusion across media with distinct interactive characteristics. Recent advances in collaborative Web technology are governed by strong network effects and the harnessing of collective intelligence through customer-self service and algorithmic data management. As a result, information spreads rapidly across Web sites, blogs, Wiki applications, and direct communication channels between members of online communities who utilize these services. The IDIOM (Information Diffusion across Interactive Online Media) project will support and investigate electronic interactivity by means of a generic, service-oriented architecture. This architecture will include ontology-based tools to build and maintain contextualized information spaces, a framework for analyzing content diffusion and interaction patterns within these spaces, and interface technology that enables users switch between semantic and geospatial topologies. IDIOM introduces Knowledge Planets as a radically new interface metaphor that leverages the new generation of geo-browsing platforms such as NASA World Wind and Google Earth as a front-end for its portfolio of semantic services. Linguists define “Idiom” as an expression whose meaning is different from the literal meanings of its component words. Similarly, the study of information diffusion promises insights that cannot be inferred from individual network elements. Despite growing research interest, the “Web 2.0” is still dominated by prototypes and mash-ups. At the same time, media monitoring and corporate knowledge management projects lack analytical frameworks, focus on one particular medium, or neglect the dual role of users as consumers and producers of information. IDIOM will address these gaps to reveal fundamental mechanisms of information diffusion across media with distinct interactive characteristics, providing a set of generic services to analyze the production and consumption of electronic content simultaneously.
Organisations: Department of Tourism and Service Management, MODUL University Vienna, Department of New Media Technology
Author: Astrid Dickinger, Arno Scharl
Date: 06.07.2006 - 05.06.2009
Managed By: Department of New Media Technology
Research Output
- 2019
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"Harvesting Tourists’ Ideas through an Idea Contest"2019 in: International Journal of Contemporary Hospitality Management.
Author(s): Lidija Lalicic, Astrid Dickinger
Publication date: 2019
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"A Text Mining Approach to Measuring and Predicting Perceived Service Quality from Online Chatter"2019
Author(s): Yuliya Kolomoyets, Astrid Dickinger
Publication date: 2019
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"How friendly destination websites are for mobiles? A study of destination marketing organizations in the Asia Pacific regions"2019 in: Asia Pacific Journal of Tourism Research. Volume: 24. Issue number: 12 Pages: 1126
The core objectives of this exploratory study are (1) to examine the friendliness of destination websites for mobiles and (2) to profile the features available in different versions of mobile destination websites. Through employing the device emulator testing approach to analyze websites of top destinations in the Asia Pacific region, this study finds that destination marketing organizations in the Asia Pacific region have been optimizing their official websites for mobiles over the past few years. A responsive web design approach is predominantly used by the analyzed destination, and more features are founde to be available in "fully mobile-friendly websites".
Author(s): Astrid Dickinger
Publication date: 2019
Volume: 24
Issue number: 12
Pages: 1126
- 2018
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"Applying Web Content Mining for Marketing Intelligence: Strategic Insights from Digital Content Streams"2018
Author(s): Astrid Dickinger, Arno Scharl
Publication date: 2018
- 2017
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"When Design Goes Wrong? Diagnostic Tools for Detecting and Overcoming Failures in Service Experience"2017 Pages: 233-263
Service recovery is one of the most researched areas in the disciplines of business, marketing, tourism and information systems due to the inevitability of service failures. Despite its increasing attention from scholars and practitioners, the efficacy of relying on recovery strategies for managing customer service experience has long been a great concern. Given that service recovery can only partially compensate the detrimental impact of service failures, this chapter argues that operators should “proactively” detect and redress failures in the current service design as opposed to “reactively” defend service failures and manage service recovery. Following this notion, this chapter aims at introducing five diagnostic tools for deconstructing the structure of an experience and thereby detecting and overcoming failures in service experience. The five tools are service flowcharts, service blueprints, service maps, service failure proofing and the fishbone diagram. In addition to the introduction, this chapter includes the empirical demonstration of applying service maps for service failure detection. Harnessing consumer reviews on TripAdvisor.com of three luxury hotels in Vienna as the data source, the empirical demonstration exhibits the major areas of improvement in each corresponding property. Being one of the first attempts that integrate analysis of online reviews with diagnostic tools for service experience enhancement, this chapter does not only complement service design literature with a demonstration prototype but also provide operators in the service industry with useful tools and examples of how diagnostic tools can assist in detecting service failures and then advising solutions for service design advancement.
Author(s): Astrid Dickinger, Daniel Leung
Publication date: 5. 10. 2017
Publisher: Springer
Pages: 233-263
Host publication editor(s): D. Fesenmaier, Z. Xiang
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