Technology-enabled services: Importance and role of technology readiness

View/ Open
Author(s)
Wang, Y
Sparks, B
Griffith University Author(s)
Year published
2014
Metadata
Show full item recordAbstract
Set in the tourism/hospitality context, this study explores consumer perceptions of technology-enabled services (TESs) and their relationship to technology readiness (TR). Data were collected through a web-based survey from air travelers and hotel patrons. The results suggest that customers generally separate TESs into three categories: peripheral, standard, and network access related, with standard TESs being most important. The perceived importance of TESs is found to be positively associated with consumers' technology readiness, and the strength of this association is stronger in the airline case, suggesting a moderation ...
View more >Set in the tourism/hospitality context, this study explores consumer perceptions of technology-enabled services (TESs) and their relationship to technology readiness (TR). Data were collected through a web-based survey from air travelers and hotel patrons. The results suggest that customers generally separate TESs into three categories: peripheral, standard, and network access related, with standard TESs being most important. The perceived importance of TESs is found to be positively associated with consumers' technology readiness, and the strength of this association is stronger in the airline case, suggesting a moderation effect of service category on the relationship between perceived importance of TESs and TR. The findings of this study should help organizations make technology-related decisions and develop the right technological infrastructure for achieving competitiveness and customer satisfaction.
View less >
View more >Set in the tourism/hospitality context, this study explores consumer perceptions of technology-enabled services (TESs) and their relationship to technology readiness (TR). Data were collected through a web-based survey from air travelers and hotel patrons. The results suggest that customers generally separate TESs into three categories: peripheral, standard, and network access related, with standard TESs being most important. The perceived importance of TESs is found to be positively associated with consumers' technology readiness, and the strength of this association is stronger in the airline case, suggesting a moderation effect of service category on the relationship between perceived importance of TESs and TR. The findings of this study should help organizations make technology-related decisions and develop the right technological infrastructure for achieving competitiveness and customer satisfaction.
View less >
Journal Title
Tourism Analysis
Volume
19
Issue
1
Copyright Statement
© 2014 Cognizant Communication Corporation. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.
Subject
Commercial services
Marketing
Tourism