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Rethinking trust in tourism apps: the moderating effect of age

Chenggang Hua (Department of Health & Wellness Design, School of Public Health, Indiana University Bloomington, Bloomington, Indiana, USA)
Shu Cole (Department of Health & Wellness Design, School of Public Health, Indiana University Bloomington, Bloomington, Indiana, USA)
Nan Xu (College of Tourism and Service Management, Nankai University, Tianjin, China)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Article publication date: 28 July 2021

Issue publication date: 5 August 2021

547

Abstract

Purpose

This study aims to explore the role of trust and effect of age in the process of technology acceptance.

Design/methodology/approach

Using data collected from an online survey, this study conducts structural equation modeling to assess the relationship between technology adoption and users’ trust in that technology.

Findings

Findings of this study indicate that the formation of trust in technology is based on user experiences (i.e. the perception of usefulness and ease of use), while the perception of trust in technology is similar to human-like trust (i.e. competence and benevolence). This study clarifies that trust has a mediating effect on the relationship between perceived technology ease of use and behavioral intention to use. Trust belief of competence is found to be more effective on adoption behavior than trust belief of benevolence. In exploring the moderating effect of age, results find that easy use of an app is crucial for elderly people to create trust belief in technical competence and develop behavioral control over such technologies. Trust in technology is an essential factor that should be widely applied when analyzing technology adoption behaviors.

Originality/value

This study contributes in three ways. First, it reveals both how trust in technology is formed and the effect of that trust on technology adoption. Second, it extends the discussion of age as a variable in tourism app usage. Third, it shows how the experience of usage influences intentions towards the adoption of tourism apps.

重新认识旅游APP的技术信任:年龄的调节作用

研究目的

本研究旨在探索技术信任和年龄对技术采用行为的作用。

研究设计/方法/途径

本研究通过发放网络问卷收集数据,并构建结构方程模型验证并分析技术信任感知对技术采用行为的影响方式。

研究结果

研究发现,技术信任是基于用户体验而形成的(如,对技术有用性和易用性的感知),用户对技术信任的感知与人际信任相似(如,对其能力信任和善意信任的感知)。研究结果表明,技术信任对感知技术易用性与使用意向之间的关系具有显著的中介作用,在这个过程中,用户更关注技术的能力信任而非其善意信任。此外,年龄对实现技术信任有一定调节作用,如,对于老年人用户而言,易用性更容易建立技术的能力信任,并有效帮助增强其对技术的控制感知。因此,技术信任应作为技术采用行为研究的重要考量因素。

研究原创性/价值

首先,研究揭示了技术信任的实现路径,并解释了用户的技术信任感知对技术采用行为的影响方式。 其次,本文将年龄作为调节变量检验了其对用户技术采用行为的作用。 最后,本文讨论了旅游APP使用体验是如何影响用户采用意向的。

Keywords

Citation

Hua, C., Cole, S. and Xu, N. (2021), "Rethinking trust in tourism apps: the moderating effect of age", Journal of Hospitality and Tourism Technology, Vol. 12 No. 3, pp. 548-562. https://doi.org/10.1108/JHTT-01-2020-0013

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

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