TOURISTS' RESISTANCE TO INTERNET OF THINGS APPLICATIONS IN HOTEL SERVICES IN HO CHI MINH CITY, VIETNAM
DOI:
https://doi.org/10.62985/j.huit_ojs.vol26.no3E.524Từ khóa:
Internet of Things, innovation resistance, hotel technology, smart tourism, technology adoption, Vietnam tourism.Tóm tắt
The speedy integration of IoT has revolutionized the hospitality industry by making processes more efficient and providing personalized services to guests. However, in spite of the extensive diffusion of IoT worldwide, there is a lack of research on how these innovations are adopted in emerging markets like Vietnam. In this study, the determinants of tourists' resistance towards IoT use in hotel services in Ho Chi Minh City are examined. Using Innovation Resistance Theory and the Technology Acceptance Model as theoretical frameworks, a mixed method approach is used, combining quantitative surveys (n=387) and semi-structured interviews (n=24). It is found out that privacy, complexity, value, and traditional barriers have a significant impact on tourists' resistance behaviors. Moreover, foreign tourists are more resistant to IoT compared to local tourists, and age and technological awareness act as moderators. The paper provides insights into the existing knowledge gap about the phenomenon of technology resistance in the hospitality sector of developing countries.
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