Examining Smart Tourism Technology Effects on Usefulness, Service Experience, and Business Performance
检验智慧旅游技术对感知有用性、服务体验与企业绩效的影响
DOI:
https://doi.org/10.65967/siss.v44i3.145Keywords:
Smart tourism technology (STT), perceived usefulness, service experience evaluation, business performance, hotel employeesAbstract
Hotel employees play a crucial role in enhancing service experience and business performance through the adoption of smart tourism technology (STT). This study examines the relationships between STT attributes namely informativeness, accessibility, interactivity, personalization, and functionality and perceived usefulness, service experience evaluation, and business performance from the perspective of hotel employees. Using data collected from 274 hotel employees in Hong Kong, this study employs an empirical approach to analyze both direct and mediating effects within the proposed framework.The results reveal that personalization and functionality significantly enhance perceived usefulness, which in turn positively influences service experience evaluation and business performance. Moreover, perceived usefulness serves as a key mediating mechanism, particularly in linking personalization and functionality with service experience evaluation. These findings extend the Technology Acceptance Model (TAM) by incorporating STT attributes in the hospitality context. Practically, the study provides insights for hotel managers in leveraging smart tourism technologies to improve service quality and organizational performance.
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