|
<p>The use and development of self-service technologies (SSTs) continues to underpin the Irish and international travel and tourism sector. Tourism SSTs include express ‘bag and tag’ kiosks at airports, self-service passport control, mobile applications (apps), hotel self-check-in, and interactive travel guides. The SST literature has to date examined customer benefits of SST usage such as increased convenience and flexibility, and time and cost savings, whilst the service provider has profited by lower operational costs, increased productivity rates and higher levels of customer satisfaction (for example, Collier and Kimes, 2013; Lee, Castellanos and Choi, 2012; Lin and Hsieh, 2006; Bitner, Ostrom and Meuter, 2002). Furthermore, the literature has concentrated on the drivers of customer SST usage, such as demographic variables (e.g. age, gender, income and education), trust, perceived risk, perceived ease of use, perceived usefulness, technology readiness and preference for p...
|
