Hotel Service Innovation with Smart Technologies: Exploring Consumers’ Readiness and Behaviors

Jinkyung Jenny Kim and Heesup Han
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Jinkyung Jenny Kim: School of Hotel and Tourism Management, Youngsan University, 142 Bansong Beltway, Haeundae-Gu, Busan 48015, Korea
Heesup Han: College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 05006, Korea

Sustainability, 2022, vol. 14, issue 10, 1-15

Abstract: This research investigated consumer behaviors for a smart hotel, which is driven by innovative technologies along with the fourth industrial revolution. Considering its enormous potential to become the hotel of the future, we aimed to offer a better understanding of consumers’ intricate decision-making process and behaviors for a smart hotel choice. A robust model was developed by incorporating technology readiness into the merged framework encompassing technology acceptance model and planned behavior theory. The results of data analysis discovered the significant role of each variable, such as technology readiness, perceived ease of use, perceived usefulness, attitude, subjective norm, and perceived behavioral control, and confirmed all hypotheses within the combined model. The proposed theoretical framework sufficiently accounted for consumers’ behavioral intentions and the discussions involved managerial implications of this research.

Keywords: smart technologies; smart hotel; technology readiness; technology acceptance model; theory of planned behavior (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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