From novelty to necessity: evolving consumer expectations and experiences in human-technology interactions

The advancement and application of smart technologies have become defining features of digital transformation in the hospitality sector. To investigate consumers’ evolving expectations, confirmation, and disconfirmation regarding human-technology interaction (HTI), as well as their associated innovation attributes, user-generated content (UGCs) and interview data were analyzed with text mining and content analysis. The results indicated predominantly positive satisfaction with smart services, particularly in terms of functional performance, aesthetic appeal, and interaction quality. However, service disruptions, equipment malfunctions, and unfriendly operations elicited notable frustration among consumers. Comparative analysis revealed that consumers prioritized efficiency in self-service technologies, personalization in smart rooms, and novelty in service robots. Longitudinal analysis confirmed a perceptual shift from novelty-seeking to necessity-driven adoption, accompanied by increasing expectations for emotional intelligence and experiential value. The research advances expectancy disconfirmation and innovation diffusion theories by uncovering the dynamic mechanisms underlying HTI, providing implications for sustainable innovation and experience co-creation within hospitality.