Title: Biometrics-based service marketing issues: exploring acceptability and risk factors of iris scans associated with registered travel programmes

Authors: Alan D. Smith

Addresses: Department of Management and Marketing, Robert Morris University, Pittsburgh, PA 15219–3099, USA

Abstract: The marketability and viability of biometric technologies by companies marketing their own versions of pre-approved registered travel programmes have generated a number of controversies. Data were collected and analysed to formulate graphs, run regression and correlation analyses, and use Chi-square to formally test basic research propositions on a sample of 241 professionals in the Pittsburgh area. It was found that there was a significant relationship between the respondents| familiarity with new technology (namely web-enabled and internet sophistication) and knowledge of biometrics, in particular iris scans. Participants who frequently use the internet are more comfortable with innovative technology; although individuals with higher income levels have less trust in the government, it appeared that virtually everyone is concerned about trusting the government with their personal information. Healthcare professionals need to document the safety, CRM-related factors, and provide leadership in the international collaboration of biometric-related personal identification technologies, since they will be one of the main beneficiaries of the implementation of such technologies.

Keywords: airport security; biometrics; customer relationship management; CRM; frequent fliers; iris scanning; service marketing; Transportation Security Administration; TSA; registered travel programmes; internet; trust; personal information; personal identification; e-healthcare; electronic healthcare.

DOI: 10.1504/IJEH.2008.018920

International Journal of Electronic Healthcare, 2008 Vol.4 No.1, pp.43 - 66

Available online: 23 Jun 2008 *

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