Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment

被引：11
作者：
Chan, Elisa K. [1 ]
Wan, Lisa C. [1 ,3 ]
Yi, Xiao Shannon [1 ,2 ]
机构：
[1] Chinese Univ Hong Kong, Sch Hotel & Tourism Management, Hong Kong, Peoples R China
[2] Univ Macau, Fac Business Adm, Dept Integrated Resort & Tourism Management, Macau, Peoples R China
[3] Room 714,Cheng Yu Tung Bldg,12 Chak Cheung St, Hong Kong, Peoples R China
来源：
ANNALS OF TOURISM RESEARCH | 2022年 / 97卷
关键词：
Consumer embarrassment; Interactive kiosks; Public self-consciousness; Queue management; SELF-CONSCIOUSNESS; IN-LINE; SERVICE; CONSUMER; RESPONSES; PERCEPTIONS; PERSPECTIVE; PSYCHOLOGY; JUDGMENT; ANXIETY;
D O I：
10.1016/j.annals.2022.103494
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The travel and tourism segment has recently seen some of the most considerable growth in in-teractive kiosks because of the COVID-19 pandemic. Consequently, it is important for compa-nies to understand how customers feel when they are using these kiosks. This research answers the call for research of automation in tourism as a social phenomenon (Tussyadiah, 2020) by investigating the role of a social emotion - anticipated technology embarrassment. This research identifies anticipated technology embarrassment as a negative emotion that may hinder interactive kiosks' usage. Moreover, this study suggests that specific queue design and queue distractor can effectively reduce anticipated technology embarrassment. Two obser-vational field studies and three lab experiments confirm our hypotheses.(c) 2022 Elsevier Ltd. All rights reserved.
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页数：12
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