Gaps between customer compatibility and usage intentions: The moderation function of subjective norms towards chatbot-powered hotel apps

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-09-06 DOI:10.1016/j.ijhm.2024.103910

Mohammad Shahidul Islam , Chai Ching Tan , Rupa Sinha , Kareem M. Selem

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Abstract

This paper highlights to close existing gaps between customer compatibility and usage intentions, with a special emphasis on the moderation function of subjective norms and technology affordance-led compatibility factor in leveraging technology perceptions of usefulness and ease of use to usage intention. Employing Microsoft Form, 626 customers of five-star Egyptian hotels, responded and their responses were checked using SmartPLS v.4. Findings confirmed that perceived usefulness and ease of use partially mediated the significant nexus between customer compatibility with chatbot-powered hotel apps and usage intentions. Moreover, the influence of perceived usefulness is greater on usage intentions when hotel customers have high levels of subjective norms towards chatbot-powered service apps. On the basis of technology’s compatibility, this study offers mutual reinforcement, complementary, and corrective roles for subjective norms and customer compatibility in the hospitality business.

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客户兼容性与使用意向之间的差距：聊天机器人酒店应用程序主观规范的调节功能

本文旨在缩小客户兼容性与使用意向之间的现有差距，特别强调主观规范和技术负担能力主导的兼容性因素在利用技术的有用性和易用性感知影响使用意向方面的调节功能。使用微软表格对埃及五星级酒店的 626 名顾客进行了问卷调查，并使用 SmartPLS v.4 对他们的回答进行了检验。研究结果证实，感知有用性和易用性在一定程度上调解了客户对聊天机器人驱动的酒店应用程序的兼容性与使用意向之间的重要关系。此外，当酒店顾客对聊天机器人服务应用程序的主观规范水平较高时，感知有用性对使用意愿的影响更大。在技术兼容性的基础上，本研究为酒店业的主观规范和客户兼容性提供了相互促进、互补和纠正的作用。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.