The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

The present study attempted to provide foresight into the hotels of the future in response to the Fourth Industrial Revolution. In particular, this research aimed to understand customers’ expected benefits, many of which are rooted in the characteristics of a smart hotel, as well as to discover the...

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Bibliographic Details
Published inSustainability Vol. 13; no. 4; p. 1698
Main Authors Kim, Jinkyung Jenny, Montes, Antonio Ariza, Han, Heesup
Format Journal Article
LanguageEnglish
Published Basel MDPI AG 04.02.2021
Subjects
Age factors
Attitudes
Consumer behavior
Coronaviruses
Customer services
Customers
Customization
Efficiency
Entertainment
Gender
Hospitality industry
Hotels
Hotels & motels
Internet of Things
Perceptions
Postal & delivery services
Quality of service
Robotics
Robots
Security
Sustainability
Technology Acceptance Model
Technology adoption
Tourism
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Summary:The present study attempted to provide foresight into the hotels of the future in response to the Fourth Industrial Revolution. In particular, this research aimed to understand customers’ expected benefits, many of which are rooted in the characteristics of a smart hotel, as well as to discover the role of expected benefits to build perceived value and attitude, which in turn increase the behavioral intentions towards a smart hotel. Furthermore, the moderating effect of age and gender was tested in the link between the expected benefits and perceived value, and the association between the expected benefits and attitude. The results of our analysis determined how personalization and entertainment, as well as safety and security, had a leading role to shape customer behavior, and how age moderated the link between entertainment and attitude. The discussion and implications were conducted in light of these findings.
ISSN:2071-1050
2071-1050
DOI:10.3390/su13041698