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Impact of COVID-19 Pandemic on Generation Z Employees’ Perception and Behavioral Intention toward Advanced Information Technologies in Hotels

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  • Xinyan Zhang

    (College of Professional and Continuing Education, The Hong Kong Polytechnic University, S1201 12/F South Tower, PolyU West Kowloon Campus, 9 Hoi Ting Road, Yau Ma Tei, Kowloon, Hong Kong)

  • Shun Ouyang

    (School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong)

  • Pimtong Tavitiyaman

    (College of Professional and Continuing Education, The Hong Kong Polytechnic University, S1201 12/F South Tower, PolyU West Kowloon Campus, 9 Hoi Ting Road, Yau Ma Tei, Kowloon, Hong Kong)

Abstract

This study explores Generation Z hotel employees’ perception of and behavioral intention to use advanced information technologies (ITs) before and during COVID-19. The relationship between perception and intention moderated by COVID-19 is investigated. The technology acceptance model (TAM) and innovation diffusion theory (IDT) are integrated, and compatibility is added as an additional construct to conduct this longitudinal study. Data were collected in Hong Kong in April 2019 (pre-pandemic stage) and March 2021 (pandemic stage). Regression analysis, t -test, Cochran’s Q test, and correspondence analysis are applied. Follow-up in-person interviews are conducted to validate the results. The results reveal significant differences between the pre-pandemic and pandemic stages and the moderating effect of COVID-19 on the relationship between the perception of and behavioral intention to use advanced ITs. This study addresses the gap in hospitality research by integrating TAM and IDT to examine Generation Z hotel employees’ behavioral intention to use advanced ITs.

Suggested Citation

  • Xinyan Zhang & Shun Ouyang & Pimtong Tavitiyaman, 2022. "Impact of COVID-19 Pandemic on Generation Z Employees’ Perception and Behavioral Intention toward Advanced Information Technologies in Hotels," Tourism and Hospitality, MDPI, vol. 3(2), pages 1-18, April.
    • Handle: RePEc:gam:jtourh:v:3:y:2022:i:2:p:24-379:d:792403
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    References listed on IDEAS

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    2. Gerardine DeSanctis & Marshall Scott Poole, 1994. "Capturing the Complexity in Advanced Technology Use: Adaptive Structuration Theory," Organization Science, INFORMS, vol. 5(2), pages 121-147, May.
    3. Ozturk, Ahmet Bulent & Bilgihan, Anil & Nusair, Khaldoon & Okumus, Fevzi, 2016. "What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience," International Journal of Information Management, Elsevier, vol. 36(6), pages 1350-1359.
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