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Article

The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

1
School of Hotel and Tourism Management, Youngsan University, 142 Bansong Beltway, Haeundae-Gu, Busan 48015, Korea
2
Social Matters Research Group, Universidad Loyola Andalucía, 14004 Córdoba, Spain
3
College of Hospitality and Tourism Management, Sejong University, 209 Neungdong-Ro, Gwanjin-Gu, Seoul 05006, Korea
*
Author to whom correspondence should be addressed.
Academic Editor: Mark A. Bonn
Sustainability 2021, 13(4), 1698; https://0-doi-org.brum.beds.ac.uk/10.3390/su13041698
Received: 17 January 2021 / Revised: 30 January 2021 / Accepted: 1 February 2021 / Published: 4 February 2021
The present study attempted to provide foresight into the hotels of the future in response to the Fourth Industrial Revolution. In particular, this research aimed to understand customers’ expected benefits, many of which are rooted in the characteristics of a smart hotel, as well as to discover the role of expected benefits to build perceived value and attitude, which in turn increase the behavioral intentions towards a smart hotel. Furthermore, the moderating effect of age and gender was tested in the link between the expected benefits and perceived value, and the association between the expected benefits and attitude. The results of our analysis determined how personalization and entertainment, as well as safety and security, had a leading role to shape customer behavior, and how age moderated the link between entertainment and attitude. The discussion and implications were conducted in light of these findings. View Full-Text
Keywords: smart hotel; expected benefits; perceived value; attitude; behavioral intentions; age; gender smart hotel; expected benefits; perceived value; attitude; behavioral intentions; age; gender
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MDPI and ACS Style

Kim, J.J.; Montes, A.A.; Han, H. The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender. Sustainability 2021, 13, 1698. https://0-doi-org.brum.beds.ac.uk/10.3390/su13041698

AMA Style

Kim JJ, Montes AA, Han H. The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender. Sustainability. 2021; 13(4):1698. https://0-doi-org.brum.beds.ac.uk/10.3390/su13041698

Chicago/Turabian Style

Kim, Jinkyung J., Antonio A. Montes, and Heesup Han. 2021. "The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender" Sustainability 13, no. 4: 1698. https://0-doi-org.brum.beds.ac.uk/10.3390/su13041698

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