Journal of Hospitality and Tourism Technology最新文献_第6页

Digital menus innovation diffusion and transformation process of consumer behavior 数字菜单创新扩散与消费者行为转变过程

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-08 DOI: 10.1108/jhtt-07-2021-0217

Kang-Lin Peng, K. Peng, W. Au, H. Qiu, Cheng Dan Deng

{"title":"Digital menus innovation diffusion and transformation process of consumer behavior","authors":"Kang-Lin Peng, K. Peng, W. Au, H. Qiu, Cheng Dan Deng","doi":"10.1108/jhtt-07-2021-0217","DOIUrl":"https://doi.org/10.1108/jhtt-07-2021-0217","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate how different menu types trigger diners’ behavioral intentions in restaurants’ innovation diffusion from paper to digital menus.\u0000\u0000\u0000Design/methodology/approach\u0000Four menu types, namely, paper menus with text only, paper menus with text and images, digital menus that show text and images or text and video with self-service technological functionality, are designed to empirically examine a mental process through which perceived information quality, perceived food quality and perceived service quality influence diners’ behavioral intentions.\u0000\u0000\u0000Findings\u0000Based on the online survey data from 502 diners, results show that the menu design influences customers’ perceptions. The video-based digital menu is the most effective to generate diners’ behavioral intentions, followed by a paper menu with text and images.\u0000\u0000\u0000Research limitations/implications\u0000This study contributes to the innovation diffusion theory and stimulus-organism-responses theory to encourage the joint use of auditory and visual channels for digital menu design in restaurants.\u0000\u0000\u0000Originality/value\u0000The authors confirm the digital transformation in menu design in restaurants. Restaurant diners are also prepared and comfortable with digital menus, especially in the postpandemic world.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43118014","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The impact of fast-food restaurant customers’ digital transformation on perceived value and well-being 快餐店顾客数字化转型对感知价值和幸福感的影响

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-08 DOI: 10.1108/jhtt-05-2022-0141

M. Y. Helal

{"title":"The impact of fast-food restaurant customers’ digital transformation on perceived value and well-being","authors":"M. Y. Helal","doi":"10.1108/jhtt-05-2022-0141","DOIUrl":"https://doi.org/10.1108/jhtt-05-2022-0141","url":null,"abstract":"\u0000Purpose\u0000Hospitality businesses are changing digitally to meet customer demands, provide value and stay competitive. Prior hospitality studies examined customers’ technology acceptance rather than digital technology readiness and acceptance. In addition, no studies have explored how restaurant customers’ digital transformation influences hedonic and utilitarian values and customer well-being. Therefore, this study aims to examine how fast-food restaurant customers’ digital transformation (i.e. technical readiness and acceptance) influences their perceived value and well-being.\u0000\u0000\u0000Design/methodology/approach\u0000This study provides a conceptual framework with six constructs. The data for this study were collected from fast-food restaurant customers in Egypt using a self-administered questionnaire.\u0000\u0000\u0000Findings\u0000According to the findings, customers’ technical readiness for digital transformation in fast-food restaurants substantially impacts their technology acceptance. In addition, customers’ perceived hedonic and utilitarian values are greatly influenced by their acceptance of fast-food restaurant digital technologies, and these perceived values significantly impact customer well-being.\u0000\u0000\u0000Practical implications\u0000This study presents several suggestions to improve customers’ readiness for digital transformation in fast-food restaurants and the impact on their technology acceptance and perceived value and well-being. Also, this study’s results could impact fast-food restaurants’ decisions to adopt new digital technologies (e.g. service robots) for their customers.\u0000\u0000\u0000Originality/value\u0000The study adds to the existing literature review by attempting to present a comprehensive picture of fast-food restaurant customers’ digital transformation (i.e. technical readiness and acceptance) and its impact on customers’ perceived values. A potential antecedent of fast-food restaurant customers’ well-being was also investigated: perceived hedonic and utilitarian values.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42236861","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

A scale for measuring tourists’ technological competence 衡量游客技术能力的量表

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-08 DOI: 10.1108/jhtt-09-2021-0276

Wei-Rong Lin, Shin-Shiuan Lee, Wen-Shiung Huang

{"title":"A scale for measuring tourists’ technological competence","authors":"Wei-Rong Lin, Shin-Shiuan Lee, Wen-Shiung Huang","doi":"10.1108/jhtt-09-2021-0276","DOIUrl":"https://doi.org/10.1108/jhtt-09-2021-0276","url":null,"abstract":"\u0000Purpose\u0000Tourists must possess technological competence, as technology becomes increasingly ubiquitous in travel. However, few studies have investigated tourists’ technological competence (TTC). Thus, this study aims to develop a valid and reliable scale for measuring TTC.\u0000\u0000\u0000Design/methodology/approach\u0000In the development of the scale, the authors first reviewed the literature and consulted experts to formulate an initial set of items. The items were then reduced using exploratory factor analysis, and the measures were validated through confirmatory factor analysis. Two distinct sets of data were collected to develop and validate the TTC scale.\u0000\u0000\u0000Findings\u0000The final scale has 21 items and five factors: searching and booking for travel information online, using self-service systems, operating VR/AR technologies, using apps for travel and using technology at tourist destination. After analyzing the reliability, construct validity, criterion-related validity and known-group validity, the TTC scale has been established as a measurement tool with acceptable reliability and validity.\u0000\u0000\u0000Originality/value\u0000The authors proposed the concept of technological competence in tourists and developed a scale to measure it. In addition to filling research gaps, understanding the items relating to TTC can help promote tourism education in the digital and technological age and provide reference for those developing technological services at tourist destinations.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46683571","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

What factors drive consumers’ desire to continue using food delivery apps (FDA) in Taiwan after the COVID-19 pandemic? 在新冠疫情后，是什么因素促使台湾消费者继续使用送餐app (FDA) ?

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-07 DOI: 10.1108/jhtt-09-2022-0259

Yi-Man Teng, Kun-Shan Wu, Wen-Cheng Wang, Lin-Wen Chen

{"title":"What factors drive consumers’ desire to continue using food delivery apps (FDA) in Taiwan after the COVID-19 pandemic?","authors":"Yi-Man Teng, Kun-Shan Wu, Wen-Cheng Wang, Lin-Wen Chen","doi":"10.1108/jhtt-09-2022-0259","DOIUrl":"https://doi.org/10.1108/jhtt-09-2022-0259","url":null,"abstract":"\u0000Purpose\u0000This study aims to establish a comprehensive model integrating variables from the updated unified theory of acceptance and use of technology (UTAUT), expectation-confirmation model (ECM) and trust to determine what factors influence consumers’ decision to continue using food delivery apps (FDA) after the COVID-19 outbreak in Taiwan.\u0000\u0000\u0000Design/methodology/approach\u0000Data was collected from 350 respondents living in Taiwan via Line using a Google Forms link. A total of 333 valid responses were analyzed after 17 invalid questionnaires were eliminated. To test the suggested study paradigm, partial least squares-structural equation modeling was used as the data analysis approach.\u0000\u0000\u0000Findings\u0000The results indicate FDA users’ continuance intention (CI) is directly significantly affected by performance expectancy, satisfaction and habit. All the constructs of the updated UTAUT theory, confirmation and trust significantly influence the satisfaction of FDA, and users’ satisfaction significantly positively impacts users’ CI.\u0000\u0000\u0000Originality/value\u0000Although consumers’ intentions toward FDA have previously been the topic of research, there is a paucity of literature that discusses the connections between the variables that influence FDA users’ CI after the COVID-19 pandemic in Taiwan. By focusing on the relationships between the multiple antecedents of FDA users’ CI, this study contributes to reducing the existing literature gap. Explanation surrounding the elements influencing FDA users’ CI is provided by examining several aspects of FDA usage, including technological and psychological postadoption issues.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44885215","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Antecedents of using the online food delivery subscription services 使用在线外卖订阅服务的前提

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-03 DOI: 10.1108/jhtt-02-2022-0047

Nefike Gunden Sorathia, C. Morosan

{"title":"Antecedents of using the online food delivery subscription services","authors":"Nefike Gunden Sorathia, C. Morosan","doi":"10.1108/jhtt-02-2022-0047","DOIUrl":"https://doi.org/10.1108/jhtt-02-2022-0047","url":null,"abstract":"\u0000Purpose\u0000This study aims to explicate consumers’ intentions to use online food delivery systems (OFDS) subscription services. The study revisited the unified theory of acceptance and use of technology.\u0000\u0000\u0000Design/methodology/approach\u0000A typical methodology that involved a confirmatory factor analysis, followed by structural equation modeling, was used to test the hypotheses using a sample of 573 OFDS users from the USA.\u0000\u0000\u0000Findings\u0000The results revealed that social influence has the most significant impact on consumers’ intentions to use OFDS subscription services, while effort expectancy and perceived security have relatively lower impacts on consumers’ intentions to use OFDS subscription services. In addition, the study revealed the role of compatibility and convenience orientation in shaping consumers’ OFDS system perceptions (e.g. performance and effort expectancy).\u0000\u0000\u0000Research limitations/implications\u0000The results provide several theoretical and managerial implications and open new avenues for future research. The study advances the literature by validating the set of antecedents of important core perceptions (e.g. performance expectancy and effort expectancy). The study also provides implications for two types of practitioners, such as OFDS and restaurants.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this is the first study to examine consumers’ intentions to use OFDS subscription services. This study is also the first to examine key factors influencing consumers’ intentions to use OFDS subscription services.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44218343","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Restaurant recommendation model using textual information to estimate consumer preference: evidence from an online restaurant platform 使用文本信息估计消费者偏好的餐厅推荐模型:来自在线餐厅平台的证据

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-02 DOI: 10.1108/jhtt-01-2023-0019

Qing Li, Dongsoo Jang, Dongeon Kim, Jaekyeong Kim

{"title":"Restaurant recommendation model using textual information to estimate consumer preference: evidence from an online restaurant platform","authors":"Qing Li, Dongsoo Jang, Dongeon Kim, Jaekyeong Kim","doi":"10.1108/jhtt-01-2023-0019","DOIUrl":"https://doi.org/10.1108/jhtt-01-2023-0019","url":null,"abstract":"\u0000Purpose\u0000Textual information about restaurants, such as online reviews and food categories, is essential for consumer purchase decisions. However, previous restaurant recommendation studies have failed to use textual information containing essential information for predicting consumer preferences effectively. This study aims to propose a novel restaurant recommendation model to effectively estimate the assessment behaviors of consumers for multiple restaurant attributes.\u0000\u0000\u0000Design/methodology/approach\u0000The authors collected 1,206,587 reviews from 25,369 consumers of 46,613 restaurants from Yelp.com. Using these data, the authors generated a consumer preference vector by combining consumer identity and online consumer reviews. Thereafter, the authors combined the restaurant identity and food categories to generate a restaurant information vector. Finally, the nonlinear interaction between the consumer preference and restaurant information vectors was learned by considering the restaurant attribute vector.\u0000\u0000\u0000Findings\u0000This study found that the proposed recommendation model exhibited excellent performance compared with state-of-the-art models, suggesting that combining various textual information on consumers and restaurants is a fundamental factor in determining consumer preference predictions.\u0000\u0000\u0000Originality/value\u0000To the best of the authors’ knowledge, this is the first study to develop a personalized restaurant recommendation model using textual information from real-world online restaurant platforms. This study also presents deep learning mechanisms that outperform the recommendation performance of state-of-the-art models. The results of this study can reduce the cost of exploring consumers and support effective purchasing decisions.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41273873","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The impact of smart destination implementations in Malaga 马拉加智能目的地实施的影响

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-08-01 DOI: 10.1108/jhtt-09-2021-0263

E. Karakas, L. Atay

{"title":"The impact of smart destination implementations in Malaga","authors":"E. Karakas, L. Atay","doi":"10.1108/jhtt-09-2021-0263","DOIUrl":"https://doi.org/10.1108/jhtt-09-2021-0263","url":null,"abstract":"\u0000Purpose\u0000This study assesses the impact of smart destination implementations in Malaga. Thus, this study aims to guide the transformation of destinations into smart destinations as well as the introduction of smart destination concept in the literature.\u0000\u0000\u0000Design/methodology/approach\u0000Malaga was selected because it was one of the two winners of 2020 European Capital of Smart Tourism competition as well as the winner in the accessibility category of the 2019. The research population lives in Malaga and has been professionally involved in smart destination implementations. Data were collected through a semi-structured interview of 14 smart-tourism experts in different career fields. Content analysis was applied to the findings.\u0000\u0000\u0000Findings\u0000Malaga has become a successful smart destination while it has had a great success in improving its attractiveness and competitiveness due to the developments in the past 20 years. Now, its citizens and tourists are very satisfied and have a higher and more attractive quality of life. Moreover, Malaga has become a leading destination, especially in accessibility and mobility.\u0000\u0000\u0000Originality/value\u0000Although smart destination is becoming popular topic day by day, almost all the studies are created to introduce the approach with secondary data. There are still only limited research studies conducted by primary data on a real smart destination case. Furthermore, Malaga is a quite good example to understand the importance of smart destination approach since the city has achieved to become an attractive and popular destination for both tourists and local residents.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49005407","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Hotel customers’ behavioral intentions toward service robots: the role of utilitarian and hedonic values 酒店顾客对服务机器人的行为意向:功利与享乐价值观的作用

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-07-31 DOI: 10.1108/jhtt-07-2022-0223

A. Ozturk, A. Pizam, Ahmet Hacikara, Qingxiang An, Suja Chaulagain, Adela Balderas-Cejudo, Dimitrios Buhalis, Galia Fuchs, Tadayuki Hara, Jessica Vieira de Souza Meira, Raquel García Revilla, D. Sethi, Ye Shen, O. State

{"title":"Hotel customers’ behavioral intentions toward service robots: the role of utilitarian and hedonic values","authors":"A. Ozturk, A. Pizam, Ahmet Hacikara, Qingxiang An, Suja Chaulagain, Adela Balderas-Cejudo, Dimitrios Buhalis, Galia Fuchs, Tadayuki Hara, Jessica Vieira de Souza Meira, Raquel García Revilla, D. Sethi, Ye Shen, O. State","doi":"10.1108/jhtt-07-2022-0223","DOIUrl":"https://doi.org/10.1108/jhtt-07-2022-0223","url":null,"abstract":"\u0000Purpose\u0000This study aims to investigate the effects of hotel customers’ perceived utilitarian and hedonic values on their intention to use service robots. In addition, the influences of innovativeness, ease of use and compatibility on hotel customers’ perceived utilitarian and hedonic values were examined.\u0000\u0000\u0000Design/methodology/approach\u0000The data of the current study was collected from 11 countries including the USA, UK, Turkey, Spain, Romania, Japan, Israel, India, Greece, Canada and Brazil. A structural equation modeling was used to test the study hypotheses.\u0000\u0000\u0000Findings\u0000The results indicated that hotel customers’ intention to use service robots was positively influenced by their utilitarian and hedonic value perceptions. In addition, customers’ perceptions of robots’ ease of use and compatibility had a positive impact on their perceived utilitarian and hedonic values.\u0000\u0000\u0000Originality/value\u0000The findings of the current study provide unique contributions in the context of hospitality robotics technology adoption literature. In addition, this study provides valuable insights and novel opportunities for hospitality decision-makers to capitalize on, as they strive to strategize the integration of robot-based services into their operations.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-07-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41315526","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Influencing factors on the intention of sharing heritage tourism experience in social media 影响在社交媒体上分享遗产旅游体验意向的因素

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-07-25 DOI: 10.1108/jhtt-05-2021-0157

Zhiqi Lin, S. Rasoolimanesh

{"title":"Influencing factors on the intention of sharing heritage tourism experience in social media","authors":"Zhiqi Lin, S. Rasoolimanesh","doi":"10.1108/jhtt-05-2021-0157","DOIUrl":"https://doi.org/10.1108/jhtt-05-2021-0157","url":null,"abstract":"\u0000Purpose\u0000Combining technology acceptance model and the theory of planned behavior, this study aims to analyze influencing factors on intention of sharing heritage tourism experience in social media from technological, psychological and experience perspectives. The moderating effects of age and gender are also tested.\u0000\u0000\u0000Design/methodology/approach\u0000This study applies a quantitative method using online questionnaires. A total number of 323 questionnaires are collected. The data are analyzed using partial least squares-structural equation modeling to assess measurement and structural models and multi-group analysis to compare differences among age and gender groups.\u0000\u0000\u0000Findings\u0000The results of this study indicate that subjective norm, perceived behavioral control and tourism experience significantly and positively influence the intention of sharing heritage tourism experience in social media, while the effects of perceived usefulness, perceived ease of use and attitude are non-significant. Results reveal the differences in antecedents of sharing heritage tourism experience in social media between males and females and between younger and older tourists.\u0000\u0000\u0000Originality/value\u0000Developing a model integrating technology acceptance model and theory of planned behavior, this paper analyzes the intention of sharing heritage tourism experience in social media through technological, psychological and tourism experience perspectives. Besides, heterogeneous comparisons between younger and older tourists and between males and females offer significant academic and practical insights.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-07-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49634152","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

The role of autonomy, competence and relatedness in motivation to use self-service technology (SST) among customers with difficulties in SST 自主、能力和关联在自助服务技术使用困难顾客使用自助服务技术动机中的作用

IF 4.7 3区管理学

Journal of Hospitality and Tourism Technology Pub Date : 2023-07-07 DOI: 10.1108/jhtt-09-2022-0265

Eun-Jeong Hong, Jiseon Ahn

{"title":"The role of autonomy, competence and relatedness in motivation to use self-service technology (SST) among customers with difficulties in SST","authors":"Eun-Jeong Hong, Jiseon Ahn","doi":"10.1108/jhtt-09-2022-0265","DOIUrl":"https://doi.org/10.1108/jhtt-09-2022-0265","url":null,"abstract":"\u0000Purpose\u0000Understanding customers’ experiences with self-service technology (SST) is of high importance to service research. Previous research, however, has mainly focused on customers who are adept in using SST services. This study aims to provide insights into the under-researched field of the experiences of customers’ with difficulties in using SST.\u0000\u0000\u0000Design/methodology/approach\u0000Drawing on self-determination theory, the role of motivational aspects in SST usage behavior is proposed. A model involving perceived needs and intrinsic motivation is developed and empirically tested in a survey among 213 American customers with difficulties using SST in restaurant service settings.\u0000\u0000\u0000Findings\u0000The results show that customers’ perceived competence strongly influences their motivation to engage with SST, followed by autonomy and relatedness. Results also find the positive and significant impact of intrinsic motivation on satisfaction and behavioral intentions. Finally, multi-group analysis is performed to examine differences between customers with low and high technology anxiety. Results show that perceived autonomy and competence from SST usage are strong indicators among customers with low technology anxiety, and that relatedness is a major determinant of intrinsic motivation among customers with high technology anxiety.\u0000\u0000\u0000Originality/value\u0000As a neglected area of research has been in customers who have difficulty in using SST, the findings of this study provide useful guidelines to address customers’ difficulties in using SST.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":4.7,"publicationDate":"2023-07-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47337231","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0