The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

Jinkyung Jenny Kim,Antonio Ariza Montes,Heesup Han

doi:10.3390/su13041698

Jinkyung Jenny Kim, Antonio Ariza Montes + Show 1 more

Open Access

https://doi.org/10.3390/su13041698

Copy DOI

Abstract

The present study attempted to provide foresight into the hotels of the future in response to the Fourth Industrial Revolution. In particular, this research aimed to understand customers’ expected benefits, many of which are rooted in the characteristics of a smart hotel, as well as to discover the role of expected benefits to build perceived value and attitude, which in turn increase the behavioral intentions towards a smart hotel. Furthermore, the moderating effect of age and gender was tested in the link between the expected benefits and perceived value, and the association between the expected benefits and attitude. The results of our analysis determined how personalization and entertainment, as well as safety and security, had a leading role to shape customer behavior, and how age moderated the link between entertainment and attitude. The discussion and implications were conducted in light of these findings.

Highlights

IntroductionComparison by Age and Gender.Technologies have become ingrained into our society. Entrepreneurs have embraced a wide range of innovative technologies in order to upgrade their offerings, and as such they have restructured many of their operations [1,2]
Comparison by Age and Gender.Technologies have become ingrained into our society
The moderating role of age and gender was empirically examined with regard to these relationships, and the results offer insights based on different outcomes, which are compared to the general findings in the current literature

Summary

Introduction

Comparison by Age and Gender.Technologies have become ingrained into our society. Entrepreneurs have embraced a wide range of innovative technologies in order to upgrade their offerings, and as such they have restructured many of their operations [1,2]. This phenomenon has accelerated due to the growing needs for contactless service delivery in the wake of the coronavirus disease (COVID-19) [6]

Objectives

Methods

Findings

Discussion

Conclusion