Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment

Elisa K. Chan; Lisa C. Wan; Xiao (Shannon) Yi

doi:10.1016/j.annals.2022.103494

Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment

Elisa K. Chan, Lisa C. Wan^*, Xiao (Shannon) Yi

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

5 Citations (Scopus)

Abstract

The travel and tourism segment has recently seen some of the most considerable growth in interactive kiosks because of the COVID-19 pandemic. Consequently, it is important for companies to understand how customers feel when they are using these kiosks. This research answers the call for research of automation in tourism as a social phenomenon (Tussyadiah, 2020) by investigating the role of a social emotion – anticipated technology embarrassment. This research identifies anticipated technology embarrassment as a negative emotion that may hinder interactive kiosks' usage. Moreover, this study suggests that specific queue design and queue distractor can effectively reduce anticipated technology embarrassment. Two observational field studies and three lab experiments confirm our hypotheses.

Original language	English
Article number	103494
Journal	Annals of Tourism Research
Volume	97
DOIs	https://doi.org/10.1016/j.annals.2022.103494
Publication status	Published - Nov 2022
Externally published	Yes

Keywords

Consumer embarrassment
Interactive kiosks
Public self-consciousness
Queue management

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10.1016/j.annals.2022.103494

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abstract = "The travel and tourism segment has recently seen some of the most considerable growth in interactive kiosks because of the COVID-19 pandemic. Consequently, it is important for companies to understand how customers feel when they are using these kiosks. This research answers the call for research of automation in tourism as a social phenomenon (Tussyadiah, 2020) by investigating the role of a social emotion – anticipated technology embarrassment. This research identifies anticipated technology embarrassment as a negative emotion that may hinder interactive kiosks' usage. Moreover, this study suggests that specific queue design and queue distractor can effectively reduce anticipated technology embarrassment. Two observational field studies and three lab experiments confirm our hypotheses.",

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AB - The travel and tourism segment has recently seen some of the most considerable growth in interactive kiosks because of the COVID-19 pandemic. Consequently, it is important for companies to understand how customers feel when they are using these kiosks. This research answers the call for research of automation in tourism as a social phenomenon (Tussyadiah, 2020) by investigating the role of a social emotion – anticipated technology embarrassment. This research identifies anticipated technology embarrassment as a negative emotion that may hinder interactive kiosks' usage. Moreover, this study suggests that specific queue design and queue distractor can effectively reduce anticipated technology embarrassment. Two observational field studies and three lab experiments confirm our hypotheses.

KW - Consumer embarrassment

KW - Interactive kiosks

KW - Public self-consciousness

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VL - 97

JO - Annals of Tourism Research

JF - Annals of Tourism Research

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ER -

Smart technology vs. embarrassed human: The inhibiting effect of anticipated technology embarrassment

Abstract

Keywords

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