The bright and dark sides of hotel kiosks: an empirical study

Abstract

Purpose This study examined the antecedents of technostressors as well as how customers' perceived convenience and technostressors of using a check-in/out kiosk influence their behavioral intention in a full-service hotel setting. Design/methodology/approach Using survey data collected from 630 hotel customers, hypotheses were tested via structural equation modeling and multi-group analysis. Findings The results showed that perceived usefulness of a check-in/out kiosk had direct effects on both technostressors (i.e. work overload and role ambiguity), and that perceived ease-of-use had indirect effects on the technostressors, via perceived usefulness. The findings showed that both role ambiguity and perceived convenience significantly influenced intention to use a check-in/out kiosk. Intention to use was positively associated with intention to revisit a hotel providing the kiosk. These findings were equivalent across the younger and older groups. Practical implications Based on the findings, hotels can implement effective strategies to reduce technostressors associated with a check-in/out kiosk and focus on enhancing the factors that influence customer acceptance of the system. This is especially important given the increased emphasis on self-service technology since the onset of the COVID-19 pandemic. Originality/value This research contributed to the relevant literature by developing a check-in/out kiosk acceptance model using a multi-theoretical approach, and empirically testing it within the full-service hotel domain. It fills the knowledge gap regarding the antecedents and outcomes of technostressors in the hospitality research literature by providing empirical evidence.

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