Reducing perceived health risk to attract hotel customers in the COVID-19 pandemic era: Focused on technology innovation for social distancing and cleanliness

Abstract

Highlights Hotels can reduce customers’ perceived health risk via technology innovation. Technology innovation can achieve social distancing and enhance cleanliness in the COVID-19 era. Perceived health risk mediates the relationship between expected interaction and booking intention. Perceived cleanliness moderates the impact of expected interaction on perceived health risk. The perceived health risk mechanism is effective in post-pandemic scenarios.

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

“…Previous studies have suggested the salient role of safety and security when customers select a hotel. Safety and security are regarded as factors that people find important more than ever since the onset of COVID-19 [6]. This study validated that consumers perceive a greater degree of safety and security at smart hotels, as well as the influence of safety and security on the development of individual attitudes toward a smart hotel.…”

“…More recently, Go [36] discussed robots with machine learning applications, which are built to protect the customers' safety and security in the hospitality industry. In addition, the COVID-19 pandemic generates many cases where technologies play a better role in crisis management, because they offer smart solutions with support in order to avoid human-to-human interactions [6,11,37].…”

“…Likewise, operational excellence in the hospitality industry through data-driven systems, digitalized service platforms, and smart devices are often discussed [4,5]. Furthermore, this phenomenon has accelerated due to the growing needs for contactless service delivery in the wake of the coronavirus disease (COVID-19) [6]. Hotels are relying on technologies now more than ever.…”

The effect of COVID-19 pandemic on domestic tourism: A DEMATEL method analysis on quarantine decisions

“… Farmaki et al (2020) utilized interviews with P2P accommodation hosts to examine the impacts of COVID-19 on peer-to-peer accommodation platforms. Shin and Kang (2020) conducted three experimental studies using online survey samples to examine the impact of expected interaction and expected cleanliness on perceived health risk and hotel booking intention. Furthermore, purchasing online food deliveries ( Cai and Leung, 2020 ) and factors determining customers’ experience using food delivery apps during the COVID-19 pandemic period ( Zhao and Bacao, 2020 ) has also been analyzed.…”

Understanding the influence of the perceived risk of the coronavirus disease (COVID-19) on the post-traumatic stress disorder and revisit intention of hotel guests

“…While many studies have researched the revisit intention of hotel guests and its importance continues to be emphasized ( Han & Hyun, 2017 ; Jones et al, 2000 ; Kim et al, 2017 ; Scarpi et al, 2019 ), no studies have examined the perceived risk of hotel guests in the face of a new epidemic such as COVID-19 and its influence on the PTSD development and behavioral intentions of guests. Most studies have also focused on the negative impacts of COVID-19 and past pandemics (e.g., SARS and MERS) on the hospitality and tourism industry from the viewpoint of consumers' risk perception and restrictive purchase behaviors ( Joo et al, 2019 ; Pine & McKercher, 2004 ; Shin & Kang, 2020 ; Yu et al, 2021 ). Such studies intensively discuss the negative impacts of COVID-19 on the overall hospitality industry.…”