Título The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender
Autores Kim, Jinkyung Jenny , ARIZA MONTES, JOSÉ ANTONIO, Han, Heesup
Publicación externa No
Medio Sustainability
Alcance Article
Naturaleza Científica
Cuartil JCR 2
Cuartil SJR 1
Impacto JCR 3.88900
Impacto SJR 0.66400
Web https://www.scopus.com/inward/record.uri?eid=2-s2.0-85101087612&doi=10.3390%2fsu13041698&partnerID=40&md5=7359d264deed96165251050a63015921
Fecha de publicacion 01/02/2021
ISI 000624765400001
Scopus Id 2-s2.0-85101087612
DOI 10.3390/su13041698
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.
Palabras clave smart hotel; expected benefits; perceived value; attitude; behavioral intentions; age; gender
Miembros de la Universidad Loyola

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