Effects of Social Influence and Perceived Enjoyment on Kiosk Acceptance: A Moderating Role of Gender

The rapid deployment of customer self-service kiosks in hotels leads to the need to better understand how to encourage guests to use this technology. The study expands the Technology Acceptance Model to examine two new factors - social influence and perceived enjoyment - as well as the moderating ef...

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Bibliographic Details
Published inInternational Journal of Hospitality & Tourism Administration Vol. 23; no. 2; pp. 289 - 316
Main Authors Joe, Sungjun, Kim, Jungsun (Sunny), Zemke, Dina Marie V
Format Journal Article
LanguageEnglish
Published Routledge 15.03.2022
Subjects
hotel kiosks
perceived enjoyment
social influence
Technology acceptance model
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Summary:The rapid deployment of customer self-service kiosks in hotels leads to the need to better understand how to encourage guests to use this technology. The study expands the Technology Acceptance Model to examine two new factors - social influence and perceived enjoyment - as well as the moderating effects of gender. Using an online survey of hotel guests, the results show that these two factors can significantly enhance the guests' perceived usefulness and acceptance of kiosks, and social influence can increase the acceptance of female users in particular. The study provides recommendations for operators seeking to improve customer acceptance of hotel kiosks.
ISSN:1525-6480
1525-6499
DOI:10.1080/15256480.2020.1746217