Merging task‐technology fit and technology acceptance models to assess guest empowerment technology usage in hotels

This paper is among the first to utilize a hybrid TTF/TAM in the hotel self‐service environment and confirmed that the most popular forms of entertainment GET were in‐room movies and on‐demand services.

Abstract

Purpose The purpose of this paper is to examine the factors that affect the usage of guest empowerment technologies (GET) with a specific focus on in‐room entertainment technologies. Design/methodology/approach This study used structural equation modeling to evaluate the application of task‐technology fit (TTF) and technology acceptance models (TAMs) in reference to entertainment GETs. Findings This paper confirmed that the most popular forms of entertainment GET were in‐room movies and on‐demand services. Most importantly, the analysis of the data revealed that a user's individual experiential characteristics have a significant negative relationship with fit of GET while the technology and task characteristics have a significant positive relationship with fit of GET. Research limitations/implications This paper makes a contribution to the current body of literature as it is among the first to utilize a hybrid TTF/TAM in the hotel self‐service environment. As such, it can be utilized by future researchers as a foundation for conducting similar research. Originality/value This paper is of value as it is the first academic paper to investigate a variety of forms of entertainment‐based GET. These types of technologies which combine the functionality of self‐service devices while taking into account the user's experience during the design process are in constant and growing demand. As such, technology developers as well as hospitality practitioners will need to rely more and more on this type of research in the future in order to provide consistent levels of quality guest experiences.