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Article
Publication date: 18 June 2024

Heesup Han, Seongseop (Sam) Kim, Tadesse Bekele Hailu, Amr Al-Ansi, Jiyoung Lee and Jinkyung Jenny Kim

This study aims to explore the interplay of cognitive, affective, and normative constituents for their potential acceptance or rejection of artificial intelligence (AI) and…

Abstract

Purpose

This study aims to explore the interplay of cognitive, affective, and normative constituents for their potential acceptance or rejection of artificial intelligence (AI) and ChatGPTs in the hospitality and tourism context.

Design/methodology/approach

Using an advanced analytical approach (i.e. a fuzzy-set qualitative comparative analysis), the study tested hypotheses based on 474 responses from individuals who have used ChatGPT for hospitality and tourism information.

Findings

The study found multiple solutions, including cognitive, affective and normative drivers for strong and weak continuance intentions toward AI-based ChatGPT. Informativeness, one of the cognitive drivers, was found to be a necessary condition for achieving the desired outcome.

Originality/value

This research provides novel insights into the functionality of developing multiple configurations to predict complex travelers behaviors in the context of hospitality and tourism technology consumption.

研究目的

本研究旨在探讨认知、情感和规范成分之间的相互作用, 以及它们在接受或拒绝在酒店和旅游环境中使用人工智能(AI)和 ChatGPT 的潜力。

研究方法

使用先进的分析方法(即模糊集定性比较分析), 本研究基于 474 份使用 ChatGPT 获取酒店和旅游信息的个人的回答, 测试了假设。

研究发现

本研究发现了多个解决方案, 包括认知、情感和规范驱动, 对基于 AI 的 ChatGPT 的强弱持续意图。信息性, 作为认知驱动之一, 被发现是实现期望结果的必要条件。

研究创新

本研究为在酒店和旅游技术消费环境中预测复杂旅行者行为的功能性开发多个配置提供了新颖见解。

Details

Journal of Hospitality and Tourism Technology, vol. 15 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 1 May 2024

Heesup Han, Seongseop (Sam) Kim, Tadesse Bekele Hailu, Amr Al-Ansi, Sandra Maria Correia Loureiro and Jinkyung Jenny Kim

This research paper aims to explore the concerns and determinants of travelers’ behavior toward ChatGPT in the hospitality and tourism context. It also examines the weight of risk…

Abstract

Purpose

This research paper aims to explore the concerns and determinants of travelers’ behavior toward ChatGPT in the hospitality and tourism context. It also examines the weight of risk factors versus that of motivation and innovation characteristics influencing travelers’ approach behaviors toward ChatGPT.

Design/methodology/approach

A cumulative prospect theory was used to determine travelers’ responses to ChatGPT. This study, using a fuzzy-set qualitative approach, explored risk, motivation and innovation factors as determinants of approach behaviors for ChatGPT.

Findings

Findings revealed that risk, motivation and innovation factors were the key triggers of approach behaviors for ChatGPT. An intricate combination effect of the perceived risk, motivation and innovation characteristics was found, and the necessary predictors were determined.

Practical implications

The findings of this study will expand our current knowledge and offer practical insights for the development of ChatGPT in the hospitality and tourism sector.

Originality/value

This study makes a significant contribution to the existing literature by providing a nuanced understanding of the intricate interplay between the various factors that shape customer behavior in the context of technology adoption in hospitality and tourism studies.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 29 April 2024

Jinkyung Jenny Kim, Jungsun (Sunny) Kim, Kyu-Hyeon Joo and Jinsoo Hwang

The purpose of this study is to investigate the key predictors and outcomes of task–technology fit (TTF) of facial recognition payment systems with the moderating role of cultural…

Abstract

Purpose

The purpose of this study is to investigate the key predictors and outcomes of task–technology fit (TTF) of facial recognition payment systems with the moderating role of cultural differences in the restaurant industry.

Design/methodology/approach

The survey responses were collected from 336 South Korean and 336 US restaurant customers.

Findings

The results revealed that function significantly affected TTF in both groups. Unique to the Korean sample, emotion was found to be a significant determinant of TTF, whereas convenience and social influence were key predictors of TTF only for the US sample. TTF had significant and positive effects on the three dimensions of behavioral intentions in both groups. The result of multi-group analysis showed that cultural differences moderated the effect of convenience on TTF and the effect of emotion on TTF.

Originality/value

The authors provided recommendations for restaurant operators and technology companies seeking to improve customer TTF and acceptance of facial recognition payment systems for the first time.

研究目的

本研究旨在调查面部识别支付系统任务技术匹配(TTF)的关键前置因素和影响, 以文化差异为调节变量, 研究其在餐饮行业的应用。

研究方法

我们收集了来自336名韩国和336名美国餐厅顾客的调查回答。

研究发现

结果显示, 在两组中, 功能显著影响TTF。对于韩国样本来说, 情感被发现是TTF的重要决定因素, 而对于美国样本来说, 方便性和社会影响是TTF的关键预测因素。在两组中, TTF对行为意向的三个维度均产生了显著且积极的影响。多组分析结果显示, 文化差异在方便性对TTF的影响以及情感对TTF的影响中起到了调节作用。

研究创新

我们首次为寻求改善顾客TTF和接受面部识别支付系统的餐厅经营者和技术公司提供了建议。

Article
Publication date: 6 October 2022

Jinkyung Jenny Kim, Jin-Soo Lee and Heesup Han

This study aims to draw on customer experience theory to shed light on how hotel in-room amenities foster customer experience, which continues to form brand attitude and loyalty…

1981

Abstract

Purpose

This study aims to draw on customer experience theory to shed light on how hotel in-room amenities foster customer experience, which continues to form brand attitude and loyalty before and during the pandemic. Also, this study assesses the impact of the pandemic in the relationships among proposed constructs on the basis of risk perception theory.

Design/methodology/approach

A quantitative approach was deployed using a total of 379 responses, for evaluating the measurement model through confirmatory factor analysis and testing proposed hypotheses through structural equation modeling.

Findings

The findings provide initial support for the predictions, except for the influence of brand attitude on brand loyalty before the pandemic. Particularly, the analysis results observe that the effect of tangible amenities on customer experience was stronger before the COVID-19, whereas the impact of intangible amenities on customer experience is greater during the pandemic. Furthermore, the results validate the significant moderating influence of the COVID-19 pandemic in the path between customer experience and brand loyalty.

Practical implications

This present study guides hotel professionals to be more effective in the management of appropriate in-room amenity to create a satisfactory customer experience, which contributes to brand loyalty in the with-corona era.

Originality/value

The study differs from earlier studies in that it investigates how the pandemic changes the role of hotel in-room amenities on customer experience, which, in turn, increases brand attitude and brand loyalty for the first time.

Details

International Journal of Contemporary Hospitality Management, vol. 35 no. 2
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 27 April 2020

Jinsoo Hwang, Woohyoung Kim and Jinkyung Jenny Kim

This study aims to apply the value-belief-norm (VBN) model in the context of environmentally friendly drone food delivery services to understand ways to influence consumers’…

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Abstract

Purpose

This study aims to apply the value-belief-norm (VBN) model in the context of environmentally friendly drone food delivery services to understand ways to influence consumers’ behavior toward the services. The current study also attempted to deepen the VBN model using the moderating role of product involvement.

Design/methodology/approach

Data were collected from 428 respondents through an online survey in South Korea.

Findings

The results of the data analysis indicated that all proposed hypotheses have been statistically supported in the VBN model. Furthermore, product involvement played a moderating role in the relationship between the sense of obligation to take pro-environmental actions and intentions to use and a sense of obligation to take pro-environmental actions and willingness to pay more.

Originality/value

Although drone food delivery services have not yet been fully commercialized, many foodservice companies have conducted pilot tests and the services are likely to be commonly used in the near future. Thus, the findings of this study are expected to have important implications for companies preparing to roll out drone food delivery services.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 25 February 2021

Ja Young (Jacey) Choe, Jinkyung Jenny Kim and Jinsoo Hwang

The purpose of this study was to explore if five subdimensions of perceived risk (financial, time, privacy, performance and psychological risks) negatively affects image. In…

6721

Abstract

Purpose

The purpose of this study was to explore if five subdimensions of perceived risk (financial, time, privacy, performance and psychological risks) negatively affects image. In addition, this study aims to investigate if image has a positive effect on intentions to use. Lastly, the purpose of this study was to examine the moderating effect of Coronavirus disease-2019 (COVID-19), before and after the outbreak, in the relationship between perceived risk and image.

Design/methodology/approach

Data were collected from 331 people before the COVID-19 outbreak and 343 people after the COVID-19 outbreak. To test hypotheses, this study used structural equation modeling.

Findings

Time, performance and psychological risks negatively affected image before the outbreak of COVID-19. Meanwhile, performance risks and psychological risks had a negative influence on image only after the outbreak of COVID-19. In addition, there was demonstrated to be a positive relationship between image and intentions to use, both before and after the COVID-19 outbreak. Finally, the outbreak of COVID-19 positively moderates the relationship between performance risk and image.

Practical implications

The current study provides the following practical implications. First, industry practitioners need to develop a performance guarantee system which enhances the quality assurance of drone food delivery services (DFDS). Second, live streaming or creative activities would help to visualize DFDS in a way that stresses the stable operation of these services.

Originality/value

The importance of contactless services has been emphasized ever since the beginning of the COVID-19 outbreak. However, there has been very little research on the future of contactless services after COVID-19. This study investigated the perceived risk from DFDS as a form of contactless service which has not been conducted before. The findings of this study will improve the understanding of the changes that have occurred in consumers’ perception of risk from DFDS during the COVID-19 pandemic.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 15 November 2022

Jinkyung Jenny Kim, Heather Markham Kim and Jinsoo Hwang

This study aims to develop a theoretical model to identify the importance of brand modernity with the moderating role of human baristas and robot baristas.

Abstract

Purpose

This study aims to develop a theoretical model to identify the importance of brand modernity with the moderating role of human baristas and robot baristas.

Design/methodology/approach

A total of 333 samples were collected from a coffee shop where robots provide the services, and 354 samples were collected in a coffee shop where people provide the services.

Findings

The data analysis showed that brand modernity has a positive effect on brand attitude, which in turn positively affects brand attachment and brand loyalty. In addition, there is a moderating role in regard to the type of employee in the relationship between brand modernity and brand attachment and brand attitude and brand loyalty.

Originality/value

This study is different from the previous studies, because it used two types of employees, which included a human barista and a robot barista, as a moderating variable with the formation of brand attitude, brand attachment and brand loyalty.

研究目的

本研究开发了一个理论模型, 以通过人类咖啡师和机器人咖啡师的调节来确定品牌现代性的重要性。

研究设计/方法/途径

本研究从机器人提供服务的咖啡店收集了 333 个样本, 在员工提供服务的咖啡店收集了 354 个样本。

研究结果

数据分析表明, 品牌现代性对品牌态度有积极影响, 进而对品牌依恋和品牌忠诚度产生积极影响。此外, 员工类型在品牌现代性与品牌依恋、品牌态度和品牌忠诚度的关系中具有调节作用。

研究原创性/价值

本研究不同于以往的研究, 因为它使用了两种类型的员工, 包括人类咖啡师和机器人咖啡师, 作为调节变量参与品牌态度、品牌依恋和品牌忠诚度的形成。

Details

Journal of Hospitality and Tourism Technology, vol. 13 no. 5
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 30 September 2020

Ja Young (Jacey) Choe, Jinkyung Jenny Kim and Jinsoo Hwang

This study aims to examine diners’ behavioral intention to visit an edible insect restaurant, which is known to play an important role in sustainability, by integrating the theory…

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Abstract

Purpose

This study aims to examine diners’ behavioral intention to visit an edible insect restaurant, which is known to play an important role in sustainability, by integrating the theory of planned behavior and the norm activation theory.

Design/methodology/approach

A total of 439 samples were collected in South Korea. Structural equation modeling was used to test hypotheses.

Findings

The attitudes were influenced by subjective norms. Intentions were affected by the attitudes, the subjective norms and the perceived behavioral control. In addition, the five dimensions of cognitive triggers, which include environmental awareness, ascribed responsibility, biospheric value, environmental concern and perceived effectiveness, positively affected personal norms, and the personal norms positively influenced behavioral intentions.

Practical implications

It is an important practical implication of this study that tourism practitioners were delivered with the knowledge of establishing marketing strategies based on the destination’s green image of insect restaurants.

Originality/value

This study is expected to contribute to the extant knowledge, which will enable an understanding of the sustainability values of edible insect restaurants, and it will guide tourism practitioners to establish effective sustainable practices for the tourism industry.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 11
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 9 January 2024

Jinkyung Jenny Kim

This study aims to pay attention to the brand portfolio extension of international hotel chains, and explores the double-edged sword effect of consumer confusion in hotel brands…

Abstract

Purpose

This study aims to pay attention to the brand portfolio extension of international hotel chains, and explores the double-edged sword effect of consumer confusion in hotel brands on the purchase decision process.

Design/methodology/approach

Four representative international hotel chains (Marriott, Accor, Wyndham and Hyatt) were selected, and this study adopted consumer confusion from both formative and reflective perspectives. First, the authors dealt with stimuli-causing consumer confusion and evaluated similarity, overload and ambiguity confusion about the brand portfolio of these major hotel companies. Second, the authors examined the influence of consumer confusion on the decision-making process, which is rooted in the awareness–interest–desire–action model.

Findings

Among the source of consumer confusion, similarity confusion was critical for Marriott, Accor and Hyatt, whereas ambiguity confusion was severe for Wyndham. Awareness was positively affected by overload confusion, but negatively affected by ambiguity confusion. Furthermore, the link between interest and desire was moderated by the consequences of consumer confusion.

Practical implications

Based on both positive and negative roles of consumer confusion, this study provides implications for enhancing brand strategy and communications of international chain hotels.

Originality/value

This present study differs from previous studies, in that it deals with consumer confusion associated with brand portfolio expansion, which produces a double-edged sword effect in the hotel context.

Details

International Journal of Contemporary Hospitality Management, vol. 36 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 8 July 2021

Jinsoo Hwang and Jinkyung Jenny Kim

This study aims to propose the effect of five sub-dimensions of the expected benefits, which include compatibility, social influence, convenience, function and emotion on attitude…

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Abstract

Purpose

This study aims to propose the effect of five sub-dimensions of the expected benefits, which include compatibility, social influence, convenience, function and emotion on attitude and behavioral intentions.

Design/methodology/approach

A research model including eight hypotheses was tested using 413 samples collected in South Korea.

Findings

The data analysis results indicated that the five sub-dimensions of expected benefits aid to enhance attitude, which plays an important role in the formation of behavioral intentions.

Originality/value

This study was designed to empirically identify the important role of expected benefits in the context of drone food delivery services for the first time.

摘要

无人机送餐服务的预期效益:对态度和行为意向影响的研究

研究目的

本研究提出无人机送餐的预期效益, 及其五大维度(兼容性, 社交影响力, 方便, 实用, 以及情感)对消费者态度和行为意向的影响。

研究设计/方法/途径

本研究样本包括413韩国消费者来检测提出的理论模型以及八项研究假设。

研究结果

数据分析显示预期效益包括的五大维度可以提高消费者态度。消费者态度在促进行为意向产生了关键性影响。

研究原创性/价值

本论文是有关预期效益在无人机送餐的关键性作用的首次实证研究

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

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