ABSTRACT

Despite the popularity of facial recognition check-in services at hotels, few academic studies have examined these services. This research empirically examines hotel guests’ adoption of facial recognition check-in services from the perspectives of security, privacy, and trust. In addition to testing the effects of security, privacy, and trust in the context of innovative technology adoption, this research considers situations in which security and privacy have mixed effects. On-site investigations at hotels were conducted, and 391 hotel guests were surveyed. Given that prior experience is closely connected with current adoption of a system, this study examined three scenarios of prior adoption experience (positive, negative, and no prior experience) to determine their influence on customers’ perceived security, privacy, and trust as well as current adoption of a facial recognition system at a hotel. We found and statistically confirmed that privacy has a greater impact on customers’ trust than security. In addition, the results indicate various significant relations among prior experience, security, privacy, trust, and customer adoption behaviors. The rich findings generate many theoretical and practical implications.

摘要

尽管酒店提供面部识别登记服务，但很少有学术研究对这些服务进行检查。这项研究从安全性，隐私和信任的角度对酒店客人采用面部识别登记服务进行了实证研究。除了在创新技术采用的情况下测试安全性，隐私和信任的影响之外，本研究还考虑了安全性和隐私具有混合影响的情况。在酒店进行了现场调查，对391位酒店客人进行了调查。鉴于先前的经验与当前采用的系统紧密相关，因此本研究研究了三种先前采用的经验（正面，负面和没有先前经验）场景，以确定它们对客户感知的安全性，隐私，和信任，以及目前在酒店采用的面部识别系统。我们发现并通过统计证实，隐私对客户信任的影响大于安全。此外，结果表明先前的经验，安全性，隐私，信任和客户采用行为之间存在各种重要关系。丰富的发现产生了许多理论和实践意义。