원문정보
The Effects of Technology Paradoxes on Technology Trust in the Hotel SST(Self-Service Technology) Encounter - Focusing on Mediating Effect of Performance Ambiguity -
초록
영어
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
1. 기술기반 서비스 인카운터와 호텔 SST
2. 기술패러독스(Techology Paradox)
3. 성과모호성
4. 기술신뢰
Ⅲ. 연구설계 및 조사방법
1. 연구모형
2. 연구가설의 설정
3. 조사방법 및 연구개념 척도측정
Ⅳ. 분석결과
1. 응답자의 인구통계학적인 특성
2. 측정도구의 타당성 및 신뢰도 분석
3. 연구가설 검증
Ⅴ. 결론 및 시사점
1. 결론 및 시사점
2. 연구의 한계 및 향후 연구방향
참고문헌