호텔 SST 인카운터의 기술패러독스 요인이 기술신뢰에 미치는 영향

• 영문명: The Effects of Technology Paradoxes on Technology Trust in the Hotel SST(Self-Service Technology) Encounter: Focusing on Mediating Effect of Performance Ambiguity
• 발행기관: 관광경영학회
• 저자명: 남유신
• 간행물 정보: 『관광경영연구』제16권 제3호, 97~120쪽, 전체 24쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.09.30

영문 초록

Nowadays, many businesses provide Self-Service Technology(SST) which customers utilize the technology by them. The SST rapidly changes the traditional relationship of service encounter, which depended on personal interaction between customers and employees. The hotels are recently increasing reservation services through Internet technology. However, the use of new technology leads to users’ disappointment and conflict without reference to their benefit and effect, which it has paradoxical nature like anxiety and stress frustration causing customer’s evasion and opposition behavior. This study was designed to settle the concept and type of technology paradox in the situation of SST in hotel to empirically analyze the mediator of performance ambiguity how the element of technology paradox affects technology trust based on consumer duality test. A survey was carried out to verify the research model and the hypothesis on customers of hotel or travel booking experience.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구설계 및 조사방법

Ⅳ. 분석결과

Ⅴ. 결론 및 시사점

참고문헌

키워드

SST(Self Service Technology) Service encounter Technology Paradox Trust in Technology Performance Ambiguity