2021
DOI: 10.1108/ijppm-01-2020-0013 View full text |Buy / Rent full text
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Abstract: PurposeThe use of information technology (IT) in the hospitality industry is driven by the need to improve and refine customer service. However, it is unlikely that new IT will be successfully implemented if employees' roles and emotions are overlooked. The purpose of this study is to examine the interplay of negative emotions (anger and fear), coping strategies (venting anger and psychological distancing), perceptions of an IT innovation and intention toward adopting it.Design/methodology/approachA research m… Show more

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