你准备好迎接无接触的未来了吗？基于技术就绪指数2.0的体验、愉悦、客户权益和信任的多组分析

IF 8.2 2区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Travel & Tourism Marketing Pub Date : 2021-11-22 DOI:10.1080/10548408.2021.1997878

Fei Hao, K. Chon

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引用次数: 17

摘要

摘要非接触式酒店服务是一种技术创新服务，旨在应对新冠肺炎疫情的挑战。本研究调查了1537名酒店客人，探讨了非接触式酒店服务中客户体验、客户满意度、客户资产和品牌信任之间的关系。提出了一个理论模型来研究客户权益的前因和后果。健康问题的调节作用在于从客户公平到信任。进行了多组分析，以检验两个客户组之间所提出的路径之间的不变性。对于低技术准备群体来说，快乐对公平和公平对信任的影响更大。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Are you ready for a contactless future? A multi-group analysis of experience, delight, customer equity, and trust based on the Technology Readiness Index 2.0

ABSTRACT Contactless hospitality services are technology-enabled innovative services combating the challenges of the COVID-19 pandemic. Surveying 1,537 hotel guests, this study explores the relationships between customer experience, customer delight, customer equity, and brand trust in contactless hospitality services. A theoretical model is proposed to investigate the antecedents and consequences of customer equity. The moderating effect of health concerns lies on the path from customer equity to trust. A multi-group analysis was conducted to examine the invariance among proposed paths between two customer groups. The effects of delight on equity and equity on trust are stronger for the low technology readiness group.

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来源期刊

Journal of Travel & Tourism Marketing HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

13.50

自引率

8.30%

发文量

期刊介绍： The Journal of Travel & Tourism Marketing (JTTM) is a valuable platform for researchers and managers in the travel and tourism industry. It facilitates the exchange of ideas and provides updates on the latest developments in tourism. JTTM accepts submissions on various topics including marketing management practices, applied research studies, critical reviews, advancements in tourism marketing technologies, and the impact of business and government policies on travel and tourism marketing.