Mobile technology acceptance in the world of smart hotels
DOI:
https://doi.org/10.14267/VEZTUD.2024.03.03Keywords:
smart hotel, technology acceptance, COVID-19Abstract
COVID-19 severely affected the hotel sector worldwide, and simultaneously highlighted the necessity of contactless service provision. The perception of interactions previously common in hotel service has changed, which may positively influence the acceptance of automated service forms. By leveraging the theoretical synergies of self-service technologies and smart hotels, the authors’ research intends to provide a fresh approach to the literature on consumer adoption of mobile technology in the hotel environment. In this study, they examined potential travellers’ acceptance of mobile technology-based self-service in hotels, which is ideally suited to reduce COVID-19 concerns. A covariance-based SEM method was used to test their theoretical model, which was constructed on the foundations of the TAM model. Their main finding is that the need for smart hotel service arising from COVID 19 does not support the adoption of smart hotels in the long term.
Downloads
References
Adams, D.A., Nelson, R.R. & Todd, P.A. (1992). Perceived usefulness, ease of use, and usage of information technology: A replication. MIS Quarterly, 16(2), 227-247. http://dx.doi.org/10.2307/249577
Agarwal, R. & Karahanna, E. (2000). Time flies when you’re having fun: Cognitive absorption and beliefs about information technology usage. MIS Quarterly, 24(4), 665-694. https://doi.org/10.2307/3250951
Ajzen, I. & Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behavior. Prentice Hall.
Amer, M. & Alqhtani, A. (2019). IoT applications in Smart Hotels. International Journal of Internet of Things and Web Services, 6, 8-13. https://iaras.org/iaras/filedownloads/ijitws/2019/022-0002(2019).pdf
Chan, T.Y. (2012). Mobile customer relationship management: Factors affecting consumer mobile technology adoption within the hotel industry. Studies by Undergraduate Researchers at Guelph, 5(2), 44–50. https://doi.org/10.21083/surg.v5i2.1718
Chellappa, R.K. & Sin, R.G. (2005). Personalization versus privacy: An empirical examination of the online consumer’s dilemma. Information Technology and Management, 6(2), 181-202. https://doi.org/10.1007/s10799-005-5879-y
Chen, X., Xia, E. & He, T. (2020). Influence of traveller risk perception on the willingness to travel in a major epidemic. International Journal of Sustainable Development and Planning, 15(6), 901-909. https://doi.org/10.18280/ijsdp.150614
Chen, S.H., Tzeng, S.Y., Tham, A., & Chu, P.X. (2021). Hospitality services in the post COVID-19 era: Are we ready for high-tech and no touch service delivery in smart hotels? Journal of Hospitality Marketing & Management, 30(8), 905-928. https://doi.org/10.1080/19368623.2021.1916669
Curran, J.M. & Meuter, M.L. (2005). Self‐service technology adoption: comparing three technologies. Journal of Services Marketing, 19(2), 103-113. https://doi.org/10.1108/08876040510591411
Cserdi, Z. & Kenesei, Z. (2021a). Az okoshotelekhez kapcsolódó attitűdöket befolyásoló tényezők nyomában: fókuszban a Z generáció. Turizmus Bulletin, 21(4), 25-33. https://doi.org/10.14267/TURBULL.2021v21n4.3
Cserdi, Z. & Kenesei, Z. (2021b). Attitudes to forced adoption of new technologies in public transportation services. Research in Transportation Business & Management, 41, 100611. https://doi.org/10.1016/j.rtbm.2020.100611
Cserdi, Z. & Kenesei, Z. (2022). Touchless technology for contactless hospitality – A real post-COVID alternative? In Proceedings of the Annual EMAC Conference (EMAC 2022, Budapest), EMAC, Published: May 24, 2022. http://proceedings.emac-online.org/index.cfm?eventid=40&EMAC%202022%20Annual
Dabholkar, P.A. (1994). Incorporating choice into an attitudinal framework: analyzing models of mental comparison processes. Journal of Consumer Research, 21(1), 100-118. https://doi.org/10.1086/209385
Dabholkar, P.A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1), 29–51. https://doi.org/10.1016/0167-8116(95)00027-5
Dabholkar, P.A. & Bagozzi, P.R. (2002). An attitutional model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of Academy of Marketing Science, 30(3), 184–201. https://doi.org/10.1177/0092070302303001
Das, S.S. & Tiwari, A.K. (2021). Understanding international and domestic travel intention of Indian travellers during COVID-19 using a Bayesian approach. Tourism Recreation Research, 46(2), 228-244. https://doi.org/10.1080/02508281.2020.1830341
Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
Ekinci, Y., Gursoy, D., Can, A.S. & Williams, N.L. (2022). Does travel desire influence COVID-19 vaccination intentions? Journal of Hospitality Marketing − Management, 31(4),1-18. https://doi.org/10.1080/19368623.2022.2020701
Fornell, C. & Larcker, D.F. (1981). Evaluation structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.1177/002224378101800104
Fotiadis, A., Polyzos, S., & Huan, T.C.T. (2021). The good, the bad and the ugly on COVID-19 tourism recovery. Annals of Tourism Research, 87, 103117. https://doi.org/10.1016/j.annals.2020.103117
Füstös L. & Tárnok O. (2017). Strukturális egyenletek modellje a parciális legkisebb módszerek négyzetek módszerével és a maximum likelihood módszerével. Budapesti Corvinus Egyetem.
Gaur, L., Afaq, A., Singh, G., & Dwivedi, Y. K. (2021). Role of artificial intelligence and robotics to foster the touchless travel during a pandemic: a review and research agenda. International Journal of Contemporary Hospitality Management, 33(11), 4079-4098. https://doi.org/10.1108/ijchm-11-2020-1246
Gaskin, J. & Lim, J. (2016). Model fit measures. Retrieved from https://statwiki.gaskination.com.
Goldsmith, R.E. & Hofacker, C.F. (1991). Measuring consumer innovativeness. Journal of the Academy of Marketing Science, 19(3), 209-221. https://doi.org/10.1007/BF02726497
Gössling, S., Scott, D., & Hall, C.M. (2020). Pandemics, tourism and global change: a rapid assessment of COVID- 19. Journal of Sustainable Tourism, 29(1), 1-20. https://doi.org/10.1080/09669582.2020.1758708
Gretzel, U. (2011). Intelligent systems in tourism: A social science perspective. Annals of Tourism Research, 38(3), 757-779. https://doi.org/10.1016/j.annals.2011.04.014
Gursoy, D., & Chi, C.G. (2020). Effects of COVID-19 pandemic on hospitality industry: review of the current situations and a research agenda. Journal of Hospitality Marketing & Management, 29(5), 527-529. https://doi.org/10.3390/ijerph182413300
Hair Jr, J.F., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM). An emerging tool in business research. European Business Review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128
Hao, Y., Bai, H., & Sun, S. (2021). How does COVID-19 affect tourism in terms of people’s willingness to travel? Empirical evidence from China. Tourism Review, 76(4), 892-909. https://doi.org/10.1108/TR-09-2020-0424
Hirschman, E.C. (1980). Innovativeness, novelty seeking, and consumer creativity. Journal of Consumer Research, 7(3), 283-295. https://doi.org/10.1086/208816
Huang, M.H., & Rust, R.T. (2021). Engaged to a robot? The role of AI in service. Journal of Service Research, 24(1), 30-41. https://doi.org/10.1177/1094670520902266
Jiang, Y. & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: a perspective article. International Journal of Contemporary Hospitality Management, 32(8), 2563-2573. https://doi.org/10.1108/IJCHM-03-2020-0237
Kabadayi, S., Ali, F., Choi, H., Joosten, H. & Lu, C. (2019). Smart service experience in hospitality and tourism services. Journal of Service Management, 30(3), 326- 348. https://doi.org/10.1108/JOSM-11-2018-0377
Kamboj, S. & Gupta, S. (2020). Use of smart phone apps in co-creative hotel service innovation: an evidence from India. Current Issues in Tourism, 23(3), 323-344. https://doi.org/10.1080/13683500.2018.1513459
Keller, K., & Sirkó, M. (2023). A biztonság és válságkommunikáció kihívásai a magyar üzleti szállodák körében. Vezetéstudomány, 54(3), 27-39. https://doi.org/10.14267/VEZTUD.2023.03.03
Kenesei, Z., & Cserdi, Z. (2018). A kényszerített önkiszolgálás elfogadásának előzményei és következményei a BKK-automaták példáján keresztül. Vezetéstudomány, 49(12), 4-10. https://doi.org/10.14267/VEZTUD.2018.12.01
Keszey, T., & Zsukk, J. (2017). Az új technológiák fogyasztói elfogadása. A magyar és nemzetközi szakirodalom áttekintése és kritikai értékelése. Vezetéstudomány, 48(10), 38-47. https://doi.org/10.14267/VEZTUD.2017.10.05
Kim, C., Tao, W., Shin, N. & Kim, K.S. (2010). An empirical study of customers’ perceptions of security and trust in e-payment systems. Electronic Commerce Research and Applications, 9(1), 84-95. https://doi.org/10.1016/j.elerap.2009.04.014
Kim, S.S., Kim, J., Badu-Baiden, F., Giroux, M. & Choi, Y. (2021). Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic. International Journal of Hospitality Management, 93, 102795. https://doi.org/10.1016/j.ijhm.2020.102795
Kock, F., Nørfelt, A., Josiassen, A., Assaf, A.G. & Tsionas, M.G. (2020). Understanding the COVID-19 tourist psyche: The evolutionary tourism paradigm. Annals of Tourism Research, 85, 103053. https://doi.org/10.1016/j.annals.2020.103053
Kovács, A. (2015). Strukturális egyenletek modelljének alkalmazása a Közös Agrárpolitika 2013-as reformjának elemzésére. Statisztikai Szemle, 93(8- 9), 801-822. https://www.ksh.hu/statszemle_archive/2015/2015_08-09/2015_08-09_801.pdf
KViHotel Budapest weboldala (2023). A KViHotel Budapest innovációi. https://www.kvihotelbudapest.com/hu/index#anchor
Law, R., Chan, I.C.C., & Wang, L. (2018). A comprehensive review of mobile technology use in hospitality and tourism. Journal of Hospitality Marketing & Management, 27(6), 626-648. https://doi.org/10.1080/19368623.2018.1423251
Li, C. (2016). When does web-based personalization really work? The distinction between actual personalization and perceived personalization. Computers in Human Behavior, 54, 25-33. https://doi.org/10.1016/j.chb.2015.07.049
Li, H., Sarathy, R. & Xu, H. (2011). The role of affect and cognition on online consumers’ decision to disclose personal information to unfamiliar online vendors. Decision Support Systems, 51(3), 434-445. https://doi.org/10.1016/j.dss.2011.01.017
McIntyre, N. & Roggenbuck, J.W. (1998). Nature/person transactions during an outdoor adventure experience: A multi-phasic analysis. Journal of Leisure Research, 30(4), 401-422. https://doi.org/10.1080/00222216.1998.11949841
Megyeri, G., Boros, K., & Fekete, B. (2021). 3S Traveling – Turizmus a poszt-COVID19 érában. Turizmus Bulletin, 21(4), 52-62. https://doi.org/10.14267/TURBULL.2021v21n4.6
Morosan, C. & DeFranco, A. (2016a). Co-creating value in hotels using mobile devices: A conceptual model with empirical validation. International Journal of Hospitality Management, 52, 131-142. https://doi.org/10.1016/j.ijhm.2015.10.004
Morosan, C. & DeFranco, A. (2016b). Modeling guests’ intentions to use mobile apps in hotels: The roles of personalization, privacy, and involvement. International Journal of Contemporary Hospitality Management, 28(9), 1968-1991. https://doi.org/10.1108/IJCHM-07-2015-0349
Neuhofer, B., Buhalis, D. & Ladkin, A. (2015). Smart technologies for personalized experiences: a case study in the hospitality domain. Electronic Markets, 25(3), 243-254. https://doi.org/10.1007/s12525-015-0182-1
Oh, H., Jeong, M. & Baloglu, S. (2013). Tourists’ adoption of self-service technologies at resort hotels. Journal of Business Research, 66(6), 692-699. https://doi.org/10.1016/j.jbusres.2011.09.005
Piccoli, G., Lui, T.W. & Grün, B. (2017). The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance. Tourism Management, 59, 349-362. https://doi.org/10.1016/j.tourman.2016.08.015
QianTing, L., Chung, H.C., & Chung, N. (2021). A study on the factors affect the technology satisfaction on AI based self-service technology service failure in hotel. In Information and Communication Technologies in Tourism 2021 (pp. 123-127). Springer. https://doi.org/10.1007/978-3-030-65785-7_10
Rahimizhian, S. & Irani, F. (2020). Contactless hospitality in a post-Covid-19 world. International Hospitality Review, 35(2), 293-304. https://doi.org/10.1108/IHR-08-2020-0041
Rogers, E.M. (1995). Diffusion of Innovations (4th ed.). The Free Press.
Sicari, S., Rizzardi, A., Grieco, L.A., & Coen-Porisini, A. (2015). Security, privacy and trust in Internet of Things: The road ahead. Computer Networks, 76, 146- 164. https://doi.org/10.1016/j.comnet.2014.11.008
Sarmah, B., Kamboj, S. & Rahman, Z. (2017). Co-creation in hotel service innovation using smart phone apps: an empirical study. International Journal of Contemporary Hospitality Management, 29(10), 2647-2667. https://doi.org/10.1108/ijchm-12-2015-0681
Sharma, A., Shin, H., Santa-María, M.J., & Nicolau, J.L. (2021). Hotels’ COVID-19 innovation and performance. Annals of Tourism Research, 88, 103180. https://doi.org/10.1016/j.annals.2021.103180
Smart Hotel Budapest (2023). Mitől okos? https://www.smarthotelbudapest.hu/bemutatkozas/mitol-okos/
Smart Hotel Körösladány (2023). Smart Hotel. http://www.hotelsmart.hu/magunkrol/
Srivastava, A., & Kumar, V. (2021). Hotel attributes and overall customer satisfaction: What did COVID-19 change? Tourism Management Perspectives, 40, 100867. https://doi.org/10.1016/j.tmp.2021.100867
UNWTO World Tourism Barometer (2021). UNWTO World Tourism Barometer and Statistical Annex, January 2021. Volume 19, Issue 1.
Venkatesh, V., Thong, J.Y. & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1),157-178. https://doi.org/10.2307/41410412
Wachyuni, S.S. & Kusumaningrum, D.A. (2020). The effect of COVID-19 pandemic: how are the future tourist behavior? Journal of Education, Society and Behavioural Science, 33(4), 67-76. https://doi.org/10.9734/jesbs/2020/v33i430219
Wirtz, J., & Lovelock, C. (2016). Services marketing: people, technology, strategy (8th ed.). World Scientific Publishing.
Wu, H.C. & Cheng, C.C. (2018). Relationships between technology attachment, experiential relationship quality, experiential risk and experiential sharing intentions in a smart hotel. Journal of Hospitality and Tourism Management, 37, 42-58. https://doi.org/10.1177/1356766719867371
Xiang, K., Huang, W.J., Gao, F., & Lai, Q. (2022). COVID- 19 prevention in hotels: Ritualized host-guest interactions. Annals of Tourism Research, 93, 103376. https://doi.org/10.1016/j.annals.2022.103376
Yang, H., Song, H., Cheung, C. & Guan, J. (2021). How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions. International Journal of Hospitality Management, 97, 103000. https://doi.org/10.1016/j.ijhm.2021.103000
Yang, H., Song, H., Cheung, C. & Guan, J. (2022). Are prior smart hotel visiting experience and personal innovativeness critical to future visit intention? Journal of China Tourism Research, 19(2), 266-289. https://doi.org/10.1080/19388160.2022.2064381
Zeng, Z., Chen, P.J. & Lew, A.A. (2020). From high-touch to high-tech: COVID-19 drives robotics adoption. Tourism Geographies, 22(3), 724-734. https://doi.org/10.1080/14616688.2020.1762118
Zenker, S., Braun, E. & Gyimothy, S. (2021). Too afraid to travel? Development of a pandemic (COVID-19) anxiety travel scale (PATS). Tourism Management, 84, 104286. https://doi.org/10.1016/j.tourman.2021.104286
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Vezetéstudomány / Budapest Management Review
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors assign copyright to Vezetéstudomány / Budapest Management Review. Authors are responsible for permission to reproduce copyright material from other sources.
