The disruptive mobile wallet in the hospitality industry: An extended mobile technology acceptance model

An analytical framework for studying attitude towards emotional AI: The three-pronged approach

Emotional artificial intelligence (AI) is a narrow, weak form of an AI system that reads, classifies, and interacts with human emotions. This form of smart technology has become an integral layer of our digital and physical infrastructures and will radically transform how we live, learn, and work. Not only will emotional AI provide numerous benefits (i.e., increased attention and awareness, optimized productivity, stress management, etc.), but in sensing and interacting with our intimate emotions, it seeks to surreptitiously modify human behaviors. This study proposes to bring together the Technological Acceptance Model (TAM) and the Moral Foundation Theory to study determinants of emotional AI's acceptance under the analytical framework of the Three-pronged Approach (Contexts, Variables, and Statistical models). We argue that to quantitatively study the acceptance of new technologies, it is necessary to leverage two intuitions. The first is the degree of acceptance increases with how users of smart technology perceive its utilities and ease of use (formalized in the TAM). The second is the degree of acceptance decreases with the user's perception of threat or affirmation posed by the technology in relation to social norms and values (formalized in the Moral Foundation Theory). This study begins by mapping the ecology of current emotional AI use in various contexts such as workplace, education, healthcare, personal assistance, etc. It then provides a brief review and critique of current applications of the TAM and the Moral Foundation Theory in studying how humans judge smart technologies. Finally, we propose the Three-pronged Analytical Framework, offering recommendations on how future studies of technological acceptance could be conducted from the questionnaire design to building statistical models.

Understanding e-satisfaction, continuance intention, and e-loyalty toward mobile payment application during COVID-19: an investigation using the electronic technology continuance model

This research examined the determinants of e-satisfaction, continuance intention, and e-loyalty regarding the use of mobile payment applications (MPAs). It developed and validated the electronic technology continuance model (e-TCM) integrating a psychological factor (perceived threats), e-satisfaction, circumstantial factor (perceived anxiety), and the dimensions of quality. Using a questionnaire, data was collected from 455 respondents and analyzed using structural equation modeling. The influences of information quality, service quality, system quality, perceived usefulness, and confirmation on both e-satisfaction and continuance intention are found positive. However, perceived threats and perceived anxiety do not influence e-satisfaction but influence continuance intention. Moreover, e-satisfaction positively impacts continuance intention and e-loyalty; and continuance intention positively impacts e-loyalty. This research evidences the roles of perceived threat, e-satisfaction, perceived anxiety, and the dimensions of quality on customers’ e-satisfaction, continuance intention and e-loyalty, using the integrated framework comprising the health belief model, expectation–confirmation model, and information systems success model. The findings of this research can guide MPA services providers, online businesses, industry analysts, suburban consumers, and respective government authorities when MPA usage is concerned during any unprecedented crisis such as the COVID-19 pandemic.

Mobile wallet adoption intention amid COVID-19 pandemic outbreak: A novel conceptual framework

This research aims to explore adoption intention towards mobile wallet (m-wallet) amid COVID-19 outbreak using mediated-moderation framework. This study, in its uniqueness, utilises the stimulus-organism-response (S-O-R) theory as its theoretical base. The study investigated the effect of relative advantage, ease of effort, favourable infrastructure conditions, security considerations, and touch-free transactions on m-wallet adoption. The model includes perceived values as a mediator and perceived critical mass (PCM), promotional benefits (PBs) and users' demographics as moderators for deeper understanding of the phenomenon. A total of 327 responses were collected using purposive sampling method. The results revealed that relative advantage, favourable infrastructure conditions, security considerations and touch-free transactions exert a positive significant effect on m-wallet adoption intention. Further, except for ease of effort, perceived values mediate the association among antecedents and adoption intention and PCM, PBs and age found to be crucial moderators between perceived values and intention. This study enriches the existing literature on the adoption of m-wallet. Practically, this study helps marketers frame strategies to enhance the adoption and usage of m-wallet.

The Impacts of Mobile Wallet App Characteristics on Online Impulse Buying: A Moderated Mediation Model

The adoption of cashless payment methods compels impulse buying. This research studies impulse purchase behavior by focusing on E-wallet app characteristics, a field where empirical research is still scarce. This paper is aimed at developing and testing a theoretical model to examine a moderated mediation model of mobile wallet app characteristics and impulse buying through perceived enjoyment moderated by mobile wallet user experience. An online survey acquired 208 valid responses from active E-wallet users. The framework was empirically analyzed by using Smart PLS-SEM. Findings indicate that perceived interactivity and visual appeal have positive relationships with perceived enjoyment and impulse buying, respectively. Perceived enjoyment is positively associated with impulse buying, and perceived enjoyment mediates the relationship between visual appeal and impulse buying. The impacts of perceived interactivity on perceived enjoyment and impulse buying are moderated by user experience. Moreover, user experience moderates the relationship between visual appeal and perceived enjoyment. This study identifies differences in consumer behavior between more experienced and less experienced E-wallet users. More experienced E-wallet users emphasize the app’s interactivity, while less experienced users pay more attention to the app’s appealing design. Practical implications are offered for E-wallet system developers and designers to attract new users and, at the same time, retain existing users.

The survey dataset of The Influence of theory of planned behaviour on purchase behaviour on social media

The research aims to study the correlations between attitudes of users, social norms, perceived behavioural control, and purchase behaviours. The research population consists of social media users in Malaysia. The data was collected from 205 respondents via a self-administered online survey. The theory of planned behaviour acts as the underlying theory in the research. Next, descriptive and hypothesis-testing quantitative analysis were adopted to probe the relationships between the variables. Moreover, G*Power was used to identify the minimum sample size, and SPSS v.22 was employed to examine the datasets.

Modeling Consumer’s Switching Intentions Regarding 5G Technology in China

Switching from current technology to disruptive technology entails advantages, sacrifices, and a variety of other considerations that are not encountered in the case of 5G technology. Therefore, this paper investigates consumers’ intention to shift to 5G in the light of disruptive technology innovation. An extended value-based adoption model (VAM) was used to examine the user’s switching intentions (SIs) from 4G (Existing) technology to 5G (Disruptive) technology. The proposed model was examined on data set from 361 Chinese users using the partial least squares-based structural equation modeling (PLS-SEM) technique. The outcomes illustrate the significant correlation between perceived switching benefits (PSBs) and perceived switching sacrifices (PSSs) on perceived sustainability values (SVs), which further impacts users’ SIs. Furthermore, the findings show that users perceived agility (PA) and absorptive capability (AC) moderates and encourages SIs. These findings have important implications for theory and practice. The outcomes of this research will be helpful to telecoms firms in developing consumer retention strategies. Some limitations and future research directions are also explored for scholars.

Technology Behavior Model—Beyond Your Sight with Extended Reality in Surgery

Extended Reality Smart Glasses is a new pattern that uses extended reality technology to present a visual environment that combines the physical and virtual worlds. However, the surgical technique using Smart Glasses implementation is still unknown, to the infancy in clinical surgery, derived to the limits of existing technology. This study researched the acceptability and possibility of XRSG for medical experts. It combines human seen behavioral control with information technology research to construct a new “Extended Reality Technology Behavior Model” using method Technology Acceptance Model and Theory of Planned Behavior. To improve the accuracy of the study, statistical analysis, exploratory analysis, and cross-sectional research triangulation were used to collect data in five hospitals in Malaysia using a convenience sampling method and a questionnaire on behavioral influences. From the collected data, PLS-SEM analysis was used to reflect the relationship between variables. The strong positive results suggest that using XRSG by medical experts helps to improve the composition, interactivity, standardization, and clarity of medical images, resulting in increased efficiency and reduced procedure time and felt the usefulness and ease of use of XRSG through their behavior, providing a basis for technology acceptance in surgery.

Assessing acceptance of augmented reality in nursing education

The Covid-19 pandemic has negatively affected every aspect of human life. In these challenging times nursing students, facing academic and psychological issues, are advised to use augmented reality applications in the field of health sciences for increasing their motivations and academic performances. The main motive of the study was to examine the acceptance status of nursing students in implementing augmented reality technology in their education and training. The study is a quantitative research study, and it uses the causal-comparative screening method. The data used in the study was collected online from 419 nursing students. The hybrid method was preferred. First, the hypotheses based on the linear relationships were defined between the variables which were then tested by the method of structural equation modeling. Second, the method of artificial neural networks was used to determine the non-linear relationships between the variables. The results show that the nursing students have a high intention of using augmented reality technology as a way of self-learning. It was also found that the most emphasized motive behind this intention is the expectation that using augmented reality technology will increase their academic performance. They also think that AR technology has many potential benefits to offer in the future. It was observed that a considerable number of students already use augmented reality technology for its usefulness and with a hedonic motivation. In conclusion, nursing students have a high acceptance of using augmented reality technology during their education and training process. Since we live in a world where e-learning and self-learning education/training have become widespread, it is estimated that students will demand augmented reality applications as a part of holistic education, and as an alternative to traditional textbooks.

Determining the factors of m-wallets adoption. A twofold SEM-ANN approach

M-wallets are comparatively more advantageous and convenient than conventional payment systems as m-wallets allow users to avoid cash. The present research uses the diffusion of innovation theory as the base theory to propose a research model by incorporating constructs like convenience, perceived security, personal innovativeness, and perceived trust to investigate the determinants of consumers' intention-to-use m-wallets. A twofold approach comprising of Structural Equation Modelling-Artificial Neural Network (SEM-ANN) was used: First, partial least squares structural equation modelling (PLS-SEM) was employed to determine the significant determinants of intention-to-use. Second, the ANN approach was applied as robustness to corroborate the outcomes of PLS-SEM and to estimate the relative importance of the SEM-based significant determinants. Our findings confirmed that compatibility, ease of use, observability, convenience, relative advantage, personal innovativeness, perceived trust, and perceived security are the key elements that influence the intention-to-use m-wallets. Moreover, we ascertained that perceived security is the most influential predictor of intention-to-use. The outcomes of ANN have complemented the findings of PLS-SEM, but some differences were also exhibited in the order of influential factors. The study brings to fore significant insights and a set of suggestions for the companies carrying out the development, execution, and marketing of M-wallet services.

Impact of Covid-19 on the Hospitality Industry and Responding to Future Pandemic through Technological Innovation

Covid-19 pandemic has severely affected the human lives and businesses around the world. Globally, the demand for hospitality services is at an all-time low due to borders closing and restricted movement in various countries. This article highlights the impact of Covid-19 on the hospitality industry, mainly hotels and restaurants. It further discusses ICT (Information and Communication Technology) and machine learning-based solutions for the current and future pandemics. The study has used the exploratory research method. It has referred to the existing theoretical and empirical findings in the hospitality establishment with regard to the Covid-19 impact.

The Dark Side of Mobile Learning via Social Media: How Bad Can It Get?

As the COVID-19 pandemic continues to spread at an unprecedented rate, many universities around the world halted physical forms of teaching and learning to stop the spread of the virus. As a result, many university students were forced to utilize online learning through channels such as mobile social media. Due to the novelty of this situation, there are many unknowns particularly with the negative influences of mobile learning via social media on university students. Thus, this study looks to examine this subject matter from the perspective of the stimulus-organism-response theory. The uniquely developed research model included four stimuli (i.e., social overload, information overload, life invasion, and privacy invasion), two organisms (i.e., technostress and exhaustion) as well as a response in terms of reduced intention to use mobile learning via social media. The responses were collected from 384 university students via an online survey and analyzed with the Partial-Least-Square-Structural-Equation-Modelling. It was found that the antecedents for both technostress and exhaustion were able to account for more than half of their respective variances. Furthermore, technostress and exhaustion were significant facilitators of the students' reduced intention to use mobile learning via social media. In addition to the practical insights for stakeholders in the education industry, this study also posited several theoretical implications for researchers.

Intention to Adopt AI-Powered Online Service among Tourism and Hospitality Companies

This study examines the factors affecting the adoption of artificial intelligence (AI) powered online service in the tourism and hospitality sector through an extension of the technology acceptance model (TAM) by including self-efficacy, subjective norms, technological knowledge, and perceived cost in the analysis. Data was collected from 336 respondents in Malaysia’s tourism and hospitality industry using the questionnaire survey. The empirical results confirmed that perceived usefulness, ease of use, attitude, cost, and technology knowledge significantly affected behavioral intention. Self-efficacy, perceived ease of use, and perceived usefulness affected the attitude towards AI. Attitude mediated the relationship between perceived ease of use and behavioral intention as well as the relationship between perceived usefulness and behavioral intention. This study contributes to enhancing AI's understanding of the tourism and hospitality industry context. This study also improves TAM by proposing a comprehensive model with cognitive external and technology-specific factors.

Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels

The development of robotics in the current COVID-19 pandemic scenario can change the face of the industries. Robots are becoming more prominent in the hospitality industry. In this scenario, the usage of service robots for hotels is the best option. This study is performed using TAM and TRI theories. The constructs selected for the study are perceived ease of use, perceived usefulness, attitudes, behavioural intention, discomfort, insecurity, and trust. Survey-based research is carried out with the help of a questionnaire. The target population are the employees working in the hotels. Ten hypotheses are proposed for the study. This study highlights the acceptance of service robots in the hotels of India. Out of ten proposed hypothesis, five hypotheses were accepted, and the rest were rejected. For data analysis, structural equation modelling in AMOS 20.0 was carried out. This study will help the managers and the top management in the adoption of service robots.

Can COVID-19 pandemic influence experience response in mobile learning?

The mass spreading of COVID-19 has changed the paradigm of the education industry. In China and many other nations, universities have introduced compulsory remote education programs such as mobile learning (m-learning) to prevent public health hazards caused by the pandemic. However, so far, there is still a lack of understanding of student's learning experience responses in compulsory m-learning programs. As such, there is a necessity to explore the factors and mechanisms which drives students' experience. This paper evaluates the influence of both pedagogy and technology on learner's compulsory m-learning experience response (ER) by extending the mobile technology acceptance model (MTAM) during the COVID-19 pandemic. An online self-administered questionnaire was used to collect the data, which was then analysed through SmartPLS 3.2.9. Importance-performance matrix analysis was applied as a post-hoc procedure to gauge the importance and performance of the exogenous constructs. The results revealed that perceptions of m-learning's learning content quality, user interface, and system's connectivity affect the perceived mobile usefulness and easiness which in turn affects ER. This paper validates MTAM in the field of education by integrating MTAM with pedagogy and technology attributes under a social emergency setting such as the COVID-19 pandemic. In addition, the current research explains users' ER rather than behaviour intention which is commonly adopted in past studies.

Understanding the determinants of e-wallet continuance usage intention in Malaysia

The present research aims to investigate the determinants of e-wallet continuance usage intention in Malaysia using extending Technology Continuance Theory (TCT) via examining four variables, namely price benefit, trust, habit, and operational constraints. This paper adopts a quantitative approach to collect data with non-probability sampling using the purposive sampling technique. An online survey was conducted and a total of 379 respondents submitted their answers. The obtained results have shown that continue use of e-wallet is not affected by perceived usefulness (PU) and trust. However, there is a significant influence associated with perceived ease of use (PEU), PU, and satisfaction toward user’s attitude that, in turn, substantially impacts the users’ intention to continue to use e-wallet. This is one of the prior studies exploring Malaysian's intention to continue using e-wallet, using the TCT model as the research framework, and through examining four variables adopted from the literature, including price benefit, habit, trust, and operational constraints. The practical implications for the service providers and policymakers from the present findings can be used to develop strategies to gain a sustainable, competitive advantage, and promote continuous intention of e-wallet usage.

Modeling Mobile Commerce Applications’ Antecedents of Customer Satisfaction among Millennials: An Extended TAM Perspective

The continued growth for both smartphone usage and mobile applications (apps) innovations has resulted in businesses realizing the potential of this growth in usage. Hence, the study investigates the antecedents of customer satisfaction due the usage of mobile commerce (m-commerce) applications (MCA) by Millennial consumers in South Africa. The conceptual model antecedents were derived from the extended Technology Acceptance Model (TAM). The research made use of self-administered questionnaires to take a cross section of Millennial MCA users in South Africa. The sample comprised of nearly 5500 respondents and the data was analyzed via structural equation and generalized linear modeling. The results revealed that trust, social influence, and innovativeness positively influenced perceived usefulness; perceived enjoyment, mobility, and involvement positively influenced perceived ease of use; and perceived usefulness and perceived ease of use were positive antecedents of customer satisfaction. Several usage and demographic characteristics were also found to have a positive effect on customer satisfaction. It is important for businesses to improve customer experience and satisfaction via MCA to facilitate a positive satisfaction and social influence among young technologically savvy consumers.

The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction

As various types of robots increasingly influence consumers’ service experiences, companies need to consider how to be competitive in this new artificial intelligence and service automation business environment. However, only limited studies have investigated the factors involved in consumer behaviors toward robot restaurant visitors and their impacts. This study integrates trust, the perceived risk, and satisfaction with the well-known Technology Acceptance Model’s (TAM) original constructs (perceived usefulness, perceived ease of use, and acceptance) in the robot service restaurant setting. A scenario-based online survey was performed on 338 respondents. Structural equational modeling shows the direct impact of PU (perceived usefulness) and the indirect impact of PEOU (perceived ease of use) on consumers’ revisit intention to robot restaurants. Trust significantly increases PU and PEOU toward a service robot, and increased trust in robot service decreases the perceived risk as well as increases satisfaction. Further, perceived risk decreases satisfaction and revisit intention. The study provides useful information for hospitality marketers to acknowledge how consumers accept robot service and better understand the key drivers of robot restaurant revisit intention.