Cross-validating the measurement scale for consumers’ experience with hospitality and tourism technology: a multi-sector approach

Abstract

Purpose

This study aims to cross-validate the technology experience (TE) scale and examine the potential differences in consumer TE across three different sectors.

Design/methodology/approach

Across three separate studies, the TE scale and its psychometric properties and consequences were examined across three distinctive hospitality and tourism (H&T) sectors: accommodations (n = 640), food and beverage (n = 615) and tourism (n = 592).

Findings

The findings consistently show that TE is a second-order formative construct with nine dimensions. Furthermore, the factor structure of consumer TE is consistent across the focal sectors, enhancing the TE scale’s generalizability. While the dimensions consisting of TE were identical across the three sectors, the composites of TE were formed differently across the sectors, demonstrating the differences in consumers’ TE across the three sectors.

Practical implications

This research offers practical implications to the H&T industry regarding the different impacts of various TE dimensions on consumers’ overall experiences, thereby creating overall satisfaction and behavioral intentions.

Originality/value

To the best of the authors’ knowledge, this research was the first attempt to examine the differences in consumers’ TE across the sectors of the H&T industry. By identifying the different impacts of TE dimensions on consumers’ overall experience, this research provides theoretical and practical contributions by confirming the distinct characteristics of the sectors under the H&T industry.