Technology Readiness and Customer Satisfaction with Travel Technologies: A Cross-Country Investigation | Zendy

Wang Ying | Zendy; Kevin Kam Fung So | Zendy; Beverley Sparks | Zendy

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Technology Readiness and Customer Satisfaction with Travel Technologies: A Cross-Country Investigation

Author(s) -

Wang Ying,

Kevin Kam Fung So,

Beverley Sparks

Publication year - 2016

Publication title -

journal of travel research

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 3.403

H-Index - 132

eISSN - 1552-6763

pISSN - 0047-2875

DOI - 10.1177/0047287516657891

Subject(s) - marketing , tourism , business , service quality , customer satisfaction , perspective (graphical) , hospitality , residence , information technology , quality (philosophy) , service (business) , psychology , advertising , geography , political science , sociology , archaeology , artificial intelligence , computer science , law , philosophy , demography , epistemology

Technologies have dramatically transformed tourist experience. However, research has largely focused on traveler attitudes and technology adoption rather than their experience with travel technologies. Taking a cross-country perspective, this study examines the role of technology readiness (TR) as a personality trait in shaping travelers’ satisfaction with travel technologies, using airlines as a case study. Results of an online survey of travelers in Australia, China, and the United States revealed the moderating effects of the TR dimensions of optimism and innovativeness as well as country of residence on the relationships between perceived quality of technology-enabled services (TESs), satisfaction with TESs, overall satisfaction, and future behavior. These relationships were stronger among travelers with higher TR and varied across countries. The results suggest that tourism and hospitality service providers should incorporate measures of traveler TR and TESs’ performance into their customer-experience monitoring system.Griffith Business School, Department of Tourism, Sport and Hotel ManagementFull Tex

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