Technostress and hotel guests: A mere hurdle or a major friction point?

Abstract

The implementation of hospitality service technology is rapidly growing. Although there are practical, economic, and experiential benefits of these technologies, the increased adoption of service technologies such as mobile keys, and check-in kiosks can introduce friction points for the hotel guests. Technostress is stress induced by the usage of technology and this study is among the first to apply this notion to consumer behavior. Based on the transactional model of stress and coping, and social cognitive theory, this study examined the effects of technostress on hotel guests by using a mixed-method approach comprised of three sequential phases. A qualitative examination of guest experiences with hotel technology indicated Wi-Fi, hotel apps, and smart TVs to be the most prominent stress-inducing technologies. These technologies were also associated with four technostressors: techno-overload, techno-invasion, techno-complexity, and techno-uncertainty. Quantitative examination showed significant relationships between technology self-efficacy, one's locus of control, and technostress; additionally, technostress was shown to significantly impact guest satisfaction. The findings of this study extend technostress literature beyond workplace applications and into consumer behavior.