Toward a conceptual framework for web-based self-service technology adoption in the hospitality industry

L. Lee, Kee Fu Tsang

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review


Technological advancement has led to the introduction of information technology in business processes and service encounters. Web-based self-service technology (SST) is a popular information system widely adopted in the tourism and hospitality industry due to the widespread use of the Internet and the need to reduce costs. The intention of customers to accept web-based SST is significant because it strongly drives service development. The Technology Acceptance Model (TAM) serves as a basis for this present investigation. This study aims to address the pitfalls of previous TAM studies and take cultural differences into consideration. The etic-emic approach is employed to provide a thoughtful review of technology acceptance factors and generate new factors from an Asian perspective. A conceptual framework of the intention of customers to accept web-based SST is formulated to provide a holistic view for future technology and tourism-related research.
Original languageEnglish
Title of host publication[Missing Source Name from PIRA]
Publication statusPublished - 2012
EventCAUTHE Annual Conference -
Duration: 1 Jan 2012 → …


ConferenceCAUTHE Annual Conference
Period1/01/12 → …

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