The Effect of Technology Readiness on Customers' Attitudes toward Self-Service Technology and Its Adoption; The Empirical Study of U.S. Airline Self-Service Check-In Kiosks

Woojin Lee, Cassandra Castellanos, H. S. Chris Choi

    Research output: Contribution to journalArticlepeer-review

    37 Scopus citations

    Abstract

    Airline self-service check-in kiosks are increasingly becoming an option for today's passengers. This article aims to develop a model, using the technology readiness (TR) construct, to predict passenger's intentions to use a self-service check-in kiosk. Structural Equation Modeling is applied to determine the validity of the model and the hypotheses. The findings show that TR has a positive effect on attitudes toward kiosks, attitudes toward the kiosk provider, and overall intentions to use a kiosk. Interestingly, attitudes toward kiosks positively affect attitude toward the kiosk provider. Further research recommends using cross-cultural data.

    Original languageEnglish (US)
    Pages (from-to)731-743
    Number of pages13
    JournalJournal of Travel and Tourism Marketing
    Volume29
    Issue number8
    DOIs
    StatePublished - Nov 2012

    Keywords

    • Self-service check-in kiosks
    • attitude
    • structural equation modeling
    • technology readiness

    ASJC Scopus subject areas

    • Tourism, Leisure and Hospitality Management
    • Marketing

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