Attitudinal and Situational Determinants of Self-Service Technology Use. (February 2016)

• Record Type: Journal Article
• Authors: Oh, Haemoon; Jeong, Miyoung; Lee, Seonjeong (Ally); Warnick, Rodney
• Is Part Of: Journal of hospitality & tourism research. Volume 40:Number 2(2016)
• Page Start: 236
• Page End: 265
• Publication Date: 2016-02
• Subjects: self-service technology -- technology acceptance -- waiting line -- service complexity -- technology trust -- technology anxiety; Hotel management -- Study and teaching -- Periodicals; Restaurant management -- Study and teaching -- Periodicals; Food service management -- Study and teaching -- Periodicals; 647.068
• DOI: 10.1177/1096348013491598
• Languages: English
• ISSNs: 1096-3480

Abstract

The authors test an extended technology acceptance model by incorporating two situational and two attitudinal variables as new predictors of self-service technology adoption. The situational variables are waiting line and service complexity, whereas the attitudinal variables are technology trust and technology anxiety. The study employs an experimental approach with hypothetical hotel check-in situations. The authors apply structural equation modeling techniques to provide additional insights into the main effects. They find significant main effects of all situational and attitudinal variables but no interaction effects between the situational and attitudinal variables. The main effects on intention to use self-service technologies occurred primarily through the mediation of perceived ease of use and perceived usefulness. The technology acceptance model needs extension to include nontechnology variables as predictors of new technology adoption.