ABSTRACT

This study examines the interaction effect of past experience and education level on the perceived usefulness of hotel technology. This study also investigates the influence of the perceived usefulness of hotel technologies, such as artificial intelligence, robotics, and service automation, on the behavioral intention of customers through their past experience. A total of 301 international tourists participated in this study. Results show that the past experiences and education level of tourists exhibit an interaction effect on the perceived usefulness of hotel technologies in terms of understanding and answering questions, providing accurate information, and communicating through various languages. The perception of technology adoption tends to show the commonality for the inexperienced tourists regardless of education level. However, such a perception fluctuates among experienced tourists with increased educational level, particularly among the graduate group. In addition, the effect of the perceived usefulness of hotel technologies on behavioral intention is stronger for experienced hotel customers than for inexperienced ones. Academic and managerial implications are also discussed for future research development.

摘要

本研究考察了过去经验和教育水平对酒店技术感知有用性的交互影响。本研究还通过客户过去的经验调查了人工智能、机器人和服务自动化等酒店技术的感知有用性对客户行为意图的影响。共有 301 名国际游客参与了这项研究。结果表明，游客过去的经历和教育水平对酒店技术在理解和回答问题、提供准确信息和通过多种语言交流方面的感知有用性表现出交互作用。无论受教育程度如何，对技术采用的看法往往显示出没有经验的游客的共性。然而，这种看法在有经验的游客中随着教育水平的提高而波动，尤其是在研究生群体中。此外，酒店技术的感知有用性对行为意图的影响对于有经验的酒店客户来说比没有经验的客户更强。还讨论了对未来研究发展的学术和管理影响。