Acceptance of contactless technology in the hospitality industry: extending the unified theory of acceptance and use of technology 2. Issue 12 (2nd December 2021)

• Record Type: Journal Article
• Authors: Hao, Fei
• Is Part Of: Asia Pacific journal of tourism research. Volume 26:Issue 12(2021)
• Page Start: 1386
• Page End: 1401
• Publication Date: 2021-12-02
• Subjects: Contactless service -- unified theory of acceptance and use of technology 2 (UTAUT2) -- technology acceptance -- service design -- customer experience -- COVID-19 pandemic; Tourism -- Asia -- Periodicals; Tourism -- Pacific Area -- Periodicals; 338.4791504429
• DOI: 10.1080/10941665.2021.1984264
• Languages: English
• ISSNs: 1094-1665

Abstract

ABSTRACT: Contactless service has gained popularity in the hospitality industry during the COVID-19 pandemic to ensure the safety of customers and employees. This study extends the unified theory of acceptance and use of technology 2 (UTAUT2), incorporating optimism and trust, to explore the use of contactless technology in hospitality service encounters. Importance–performance map analysis (IPMA) is applied to evaluate the performance of latent constructs and enrich the findings of PLS-SEM. This study contributes to the existing literature on hospitality service innovation and technology acceptance, and has managerial implications for service design in the context of the challenges posed by COVID-19.