Tourists' adoption of self-service technologies at resort hotels

Journal of Business Research

Volumn 66, Issue 6, 2013, Pages 692-699

  Oh, Haemoon ^a   Jeong, Miyoung ^a   Baloglu, Seyhmus ^b  

^a UNIVERSITY OF MASSACHUSETTS   (United States)

^b UNIVERSITY OF NEVADA   (United States)

Author keywords

Autonomy; Desire for interaction; Eases of use; Hotel check in; Privacy; Self service technology; Technology adoption; Usefulness

Indexed keywords

EID: 84875806225     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2011.09.005     Document Type: Article

References (69)

1. Ajzen I. Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior. Journal of Applied Social Psychology 2002, 32:665-683.
2. Anselmsson J. Customer-perceived service quality and technology-based self-service 2001, Lund Business Press, Lund.
3. Bagozzi R., Yi Y. On the evaluation of structural models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
4. Beatson A., Coote L., Drennan J. Self-service technology, satisfaction and consumer retention. Proc 35th EMAC Conf 2006, 1-4.
5. Bieling P.J., Beck A.T., Brown G.K. The sociotropy autonomy scale: structure and implications. Cognitive Therapy and Research 2000, 24:763-780.
6. Bitner M. Services and technology: opportunities and paradoxes. Managing Service Quality 2001, 11(6):375-379.
7. Bitner M.J., Booms B.H., Mohr L.A. Critical service encounters: the employee's viewpoint. Journal of Marketing 1994, 58(4):95-106.
8. Bolton R.N., Drew J.H. A multi-stage model of customers' assessments of service quality and value. Journal of Strength and Conditioning Research 1991, 17(4):375-384.
9. Carline M. Competitive advantage: consumers are more ready for kiosks than operators. Executive Summary of Hospitality Industry Self-Service Technology Study 2007.
10. Chang H.L., Yang C. Do airline self-service check-in kiosks meet the needs of passengers?. Tourism Management 2008, 29(5):980-993.
11. Csikszentimihalyi M. Beyond boredom and anxiety: experiencing flow in work and play 1975, Jossey-Bass, San Francisco.
12. Curran J., Meuter M. Self-service technology adoption: comparing three technologies. Journal of Services Marketing 2005, 19(2):103-113.
13. Curran J., Meuter M., Surprenant C. Intentions to use self-service technologies: a confluence of multiple attitudes. Journal of Service Research 2003, 5(3):209-224.
14. Dabholkar P. Consumer evaluations of technology-based self-service options: an investigation of alternative models of service quality. International Journal of Research in Marketing 1996, 13(1):29-51.
15. Dabholkar P., Bagozzi R. An attitudinal model of technology-based self-service: moderating effects of consumer traits and situation factors. Journal of the Academy of Marketing Science 2002, 30(3):184-201.
16. Davis F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 1989, 13(3):318-340.
17. Davis F., Bagozzi R., Warshaw P. User acceptance of computer technology: a comparison of two theoretical models. Management Science 1989, 35:982-1003. [August].
18. Davis F., Bagozzi R., Warshaw P. Extrinsic and intrinsic motivation to use computers in the workplace. Journal of Applied Social Psychology 1992, 22:1111-1132. [December].
19. Deci E. Effects of externally mediated rewards on intrinsic motivation. Journal of Personality and Social Psychology 1971, 18(1):105-115.
20. Deci E., Ryan R. A motivational approach to self: integration in personality. Nebraska symposium on motivation: Perspectives on motivation 1985, 38:237-288. University Of Nebraska Press, Lincoln, NE. R. Dienstbier (Ed.).
21. Deci E., Ryan R. Facilitating optimal motivation and psychological well-being across life's domains. Canadian Psychology 2000, 49:14-23.
22. Ding D.X., Hu P.J., Sheng O.R. e-SELFQUAL: a scale for measuring online self-service quality. Journal of Business Research 2010.
23. Erdly M., Chatterjee A. The case for self service in hospitality [available at]. http://www.hotel-online.com/News/PR2003_4th/Oct03_SelfServiceTech.html.
24. Festinger L. A theory of cognitive dissonance 1957, Row, Peterson, Evanston, IL.
25. Festinger L., Carlsmith J.M. Cognitive consequences of forced compliance. Journal of Abnormal and Social Psychology 1959, 58:203-210.
26. Forman A.M., Sriram V. The depersonalization of retailing: its impact on the lonely consumer. Journal of Retailing 1991, 67(2):226-243.
27. Fornell C., Larcker D. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18(1):39-50.
28. Goodwin C. Privacy: recognition of a consumer right. Journal of Public Policy & Marketing 1991, 10(1):149-166.
29. Granzin K.L., Schjelderup K.H. Situation as an influence on anticipated satisfaction. Advances in Consumer Research 1982, 9:234-238.
30. Horne D.R., Horne D.A. Privacy: a paranoid's view. Advances in Consumer Research 1997, 24:351-354.
31. Hospitality Technology Self-Service Tech Study 2007, 2-20.
32. Hospitality Technology Top trends in self-service technology 2008, 4-16.
33. Hospitality Technology Self-service: The next generation 2009, 2-24.
34. Hu L., Bentler P. Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling 1999, 6(1):1-55.
35. Kasavana M. What's next in self-service?. Bot Line 2005, 20(2):24-26.
36. Kincaid C., Baloglu S. An exploratory study on the impact of self-service technology on restaurant operations. Journal of Foodservice Business Research 2005, 8(3):55-65.
37. Langeard E. Services marketing: new insights from consumers and managers 1981, Marketing Science Institute.
38. Lanseng E., Andreassen T.W. Electronic healthcare: a study of people's readiness and attitude toward performing self-diagnosis. International Journal of Service Industry Management 2007, 18(4):394-417.
39. Lu J.L., Chou H.Y., Ling P.C. Investigating passengers' intentions to use technology-based self check-in services. Transportation Research Part E: Logistics and Transportation Review 2009, 45(2):345-356.
40. Meuter M.L., Bitner M.J. Self-service technologies: extending service frameworks and identifying issues for research. AMA Winter Educators' Conference Proceedings, 9 1998, 12-19. American Marketing Association, Chicago, IL. D. Grewal, C. Pechmann (Eds.).
41. Meuter M.L., Ostrom A.L., Roundtree R., Bitner M.J. Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing 2000, 64(3):50-64.
42. Meuter M.L., Ostrom A.L., Bitner M.J., Roundtree R. The influence of technology anxiety on consumer use and experiences. Journal of Business Research 2003, 56:899-906.
43. Meuter M.L., Bitner M.J., Ostrom A.L., Brown S. Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies. Journal of Marketing 2005, 69:61-83.
44. Milne G.R. Privacy and ethical issues in database/interactive marketing and public policy: a research framework and overview of the special issue. Journal of Public Policy & Marketing 2000, 19(1):1-6.
45. Milne G.R., Boza M.E. Trust and concern in consumers' perceptions of marketing information management practices. Journal of Interactive Marketing 1999, 13(1):5-24.
46. Moon J.W., Kim Y.G. Extending the TAM for a World-Wide Web context. Information Manager 2001, 38(4):217-230.
47. Novak T., Hoffman D., Yung Y.F. Measuring the customer experience in online environments: a structural modeling approach. Marketing Science 2000, 19(1):22-42.
48. Nunnally J.C. Psychometric theory 1978, McGraw-Hill Book Company, New York.
49. Oh H., Parks S.C. Customer satisfaction and service quality: a critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal 1997, 20(3):35-64.
50. Oyedele A., Simpson P. An empirical investigation of consumer control factors on intention to use selected self-service technologies. International Journal of Service Industry Management 2007, 18(3):287-306.
51. Parasuraman A., Zeithaml V.A., Malhortra A. E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research 2005, 7(3):213-233.
52. Pavlou P.A. Consumer acceptance of electronic commerce-Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce 2003, 73:69-103.
53. Phelps J.E., D'Souza G., Nowak G.J. Antecedents and consequences of consumer privacy concerns: an empirical investigation. Journal of Interactive Marketing 2001, 15(4):2-17.
54. Porter C.E., Donthu N. Using the technology acceptance model to explain how attitudes determine Internet usage: the role of perceived access barriers and demographics. Journal of Business Research 2006, 59:999-1007.
55. Prendergast G.P., Marr N. The future of self-service technologies in retail banking. Service Industries Journal 1994, 14(1):94-114.
56. Rangarajan B., Falk T., Schillewaert N. Determinants and outcomes of customers' use of self-service technology in a retail setting. Journal of Service Research 2007, 10(1):3-21.
57. Riebeck M., Stark A., Modsching M., Kawalek J. Studying the user acceptance of a mobile information system for tourists in the field. Information Technology & Tourism 2008, 10:189-199.
58. Rust R.T., Espinoza F. How technology advances influence business research and marketing strategy. Journal of Business Research 2006, 59:1072-1078.
59. Ryan R., Deci E. Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. The American Psychologist 2000, 55(1):68-78.
60. Sheehan K.B., Hoy M.G. Dimensions of privacy concern among online consumers. Journal of Public Policy & Marketing 2000, 19(1):62-73.
61. Shiv B., Huber J. The impact of anticipating satisfaction on choice. Journal of Strength and Conditioning Research 2000, 27:202-216. [September].
62. Simintiras A., Diamantopoulos A., Ferriday J. Pre-purchase satisfaction and first-time buyer behavior: some preliminary evidence. European Journal of Marketing 1997, 31(11/12):857-872.
63. Slifka P. Self-service in the hospitality industry available at. http://www.selfservice.org/article_4848_25.php.
64. Smith J., Rowinski M. IBM unveils initiative to help companies improve service to consumers. IBM Self-Service Survey Results 2007.
65. Standing C., McManus P., Standing S., Karjuluoto H. Searching for value in researching the adoption and use of m-services. International Journal of Electronic Collar 2008, 3(3):16-30.
66. Stockdale R. Managing customer relationships in the self-service environment of e-tourism. Journal of Vacation Marketing 2007, 13(3):205-219.
67. Thompson B. Ten commandments of structural equation modeling. Reading and understanding more multivariate statistics 2000, 261-284. American Psychological Association, Washington, DC. L. Grimm, P. Yarnell (Eds.).
68. Walker R., Craig-Lees M., Hecker R., Francis H. Technology-enabled service delivery: an investigation of reasons affecting customer adoption and rejection. International Journal of Service Industry Management 2002, 13(1):91-106.
69. Webster J., Martocchio J. Microcomputer playfulness: the development of a measure with workplace implications. MIS Quarterly 1992, 16(2):201-226.