{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,4]],"date-time":"2026-04-04T14:52:44Z","timestamp":1775314364685,"version":"3.50.1"},"publisher-location":"Cham","reference-count":49,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783030059392","type":"print"},{"value":"9783030059408","type":"electronic"}],"license":[{"start":{"date-parts":[[2018,12,15]],"date-time":"2018-12-15T00:00:00Z","timestamp":1544832000000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019]]},"DOI":"10.1007\/978-3-030-05940-8_18","type":"book-chapter","created":{"date-parts":[[2018,12,14]],"date-time":"2018-12-14T11:18:55Z","timestamp":1544786335000},"page":"225-236","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":9,"title":["Understanding Self-service Technology in Hotels in China: Technology Affordances and Constraints"],"prefix":"10.1007","author":[{"given":"Chun","family":"Liu","sequence":"first","affiliation":[]},{"given":"Kam","family":"Hung","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2018,12,15]]},"reference":[{"key":"18_CR1","unstructured":"Tech breakthroughs megatrend: How to prepare for its impact. https:\/\/www.pwc.com\/gx\/en\/issues\/technology\/tech-breakthroughs-megatrend.pdf . Accessed 26 Oct 2018"},{"key":"18_CR2","unstructured":"Trends in hotel technology. http:\/\/www.hotelnewsnow.com\/Articles\/19589\/10-trends-in-hotel-technology . Accessed 26 Oct 2018"},{"key":"18_CR3","doi-asserted-by":"publisher","first-page":"50","DOI":"10.1509\/jmkg.64.3.50.18024","volume":"64","author":"ML Meuter","year":"2000","unstructured":"Meuter ML, Ostrom AL, Roundtree RI, Bitner MJ (2000) Self-service technologies: understanding customer satisfaction with technology-based service encounters. J Mark 64:50\u201364","journal-title":"J Mark"},{"key":"18_CR4","unstructured":"Ivanov S, Webster C, Berezina K (2017) Adoption of robots and service automation by tourism and hospitality companies. In: INVTUR conference, Aveiro, Portugal"},{"key":"18_CR5","unstructured":"Scherer A, Wangenheim V, Florian (2016) Man versus machine-How the service channel affects customers\u2019 responses to service encounters. In: AMA winter educators\u2019 proceedings 2016, pp\u00a0K-4\u2013K-5"},{"key":"18_CR6","doi-asserted-by":"publisher","first-page":"278","DOI":"10.1016\/j.tmp.2015.09.002","volume":"16","author":"AK Kaushik","year":"2015","unstructured":"Kaushik AK, Agrawal AK, Rahman Z (2015) Tourist behaviour towards self-service hotel technology adoption: trust and subjective norm as key antecedents. Tour Manag Perspect 16:278\u2013289","journal-title":"Tour Manag Perspect"},{"key":"18_CR7","unstructured":"Ivanov S, Webster C (2017) Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies: a cost-benefit analysis. In: International scientific conference \u201ccontemporary tourism\u2013traditions and innovations\u201d, Sofia University"},{"key":"18_CR8","doi-asserted-by":"publisher","first-page":"103","DOI":"10.1016\/j.procs.2016.09.129","volume":"100","author":"E Considine","year":"2016","unstructured":"Considine E, Cormican K (2016) Self-service technology adoption: an analysis of customer to technology interactions. Procedia Comput Sci 100:103\u2013109","journal-title":"Procedia Comput Sci"},{"key":"18_CR9","unstructured":"Kasavana ML (2008) The convergence of self-service technology. Hospitality Upgrade Magazine, pp 122\u2013128"},{"key":"18_CR10","doi-asserted-by":"publisher","first-page":"692","DOI":"10.1016\/j.jbusres.2011.09.005","volume":"66","author":"H Oh","year":"2013","unstructured":"Oh H, Jeong M, Baloglu S (2013) Tourists\u2019 adoption of self-service technologies at resort hotels. J Bus Res 66:692\u2013699","journal-title":"J Bus Res"},{"key":"18_CR11","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1177\/109467050142001","volume":"4","author":"F Selnes","year":"2001","unstructured":"Selnes F, Hansen H (2001) The potential hazard of self-service in developing customer loyalty. J Serv Res 4:79\u201390","journal-title":"J Serv Res"},{"key":"18_CR12","doi-asserted-by":"publisher","first-page":"479","DOI":"10.1108\/09596110910955712","volume":"21","author":"E Karadag","year":"2009","unstructured":"Karadag E, Dumanoglu S (2009) The productivity and competency of information technology in upscale hotels. Int J Contemp Hosp Manag 21:479\u2013490","journal-title":"Int J Contemp Hosp Manag"},{"key":"18_CR13","doi-asserted-by":"publisher","first-page":"55","DOI":"10.1080\/10548408.2014.861707","volume":"31","author":"D Kucukusta","year":"2014","unstructured":"Kucukusta D, Heung V, Hui S (2014) Deploying self-service technology in luxury hotel brands: perceptions of business travelers. J Travel Tour Mark 31:55\u201370","journal-title":"J Travel Tour Mark"},{"key":"18_CR14","doi-asserted-by":"publisher","first-page":"105","DOI":"10.1016\/j.ijhm.2016.09.004","volume":"59","author":"W Wei","year":"2016","unstructured":"Wei W, Torres E, Hua N (2016) Improving consumer commitment through the integration of self-service technologies: a transcendent consumer experience perspective. Int J Hosp Manag 59:105\u2013115","journal-title":"Int J Hosp Manag"},{"key":"18_CR15","doi-asserted-by":"publisher","DOI":"10.4135\/9781452230108","volume-title":"Foundations of qualitative research: interpretive and critical approaches","author":"J Willis","year":"2007","unstructured":"Willis J (2007) Foundations of qualitative research: interpretive and critical approaches. SAGE, Thousand Oaks, London"},{"key":"18_CR16","first-page":"832","volume-title":"Encyclopedia of management theory","author":"A Majchrzak","year":"2012","unstructured":"Majchrzak A, Markus ML (2012) Technology affordances and constraints in management information systems (MIS). In: Kessler E (ed) Encyclopedia of management theory. Sage Publications, Thouasand Oaks, pp 832\u2013836"},{"key":"18_CR17","volume-title":"The ecological approach to visual perception","author":"JJ Gibson","year":"1979","unstructured":"Gibson JJ (1979) The ecological approach to visual perception. Houghton Mifflin, Boston"},{"key":"18_CR18","doi-asserted-by":"publisher","first-page":"117","DOI":"10.1016\/j.jsis.2018.03.003","volume":"27","author":"DE Leidner","year":"2018","unstructured":"Leidner DE, Gonzalez E, Koch H (2018) An affordance perspective of enterprise social media and organizational socialization. J Strat Inf Syst 27:117\u2013138","journal-title":"J Strat Inf Syst"},{"key":"18_CR19","doi-asserted-by":"crossref","first-page":"140","DOI":"10.1080\/10919392.2015.1033940","volume":"25","author":"YA Argyris","year":"2015","unstructured":"Argyris YA, Monu K (2015) Corporate use of social media: technology affordance and external stakeholder relations. J Organ Comput Electron Commer 25:140\u2013168","journal-title":"J Organ Comput Electron Commer"},{"key":"18_CR20","doi-asserted-by":"publisher","first-page":"150","DOI":"10.5465\/annals.2015.0144","volume":"11","author":"PM Leonardi","year":"2017","unstructured":"Leonardi PM, Vaast E (2017) Social media and their affordances for organizing: a review and agenda for research. Acad Manag Ann 11:150\u2013188","journal-title":"Acad Manag Ann"},{"key":"18_CR21","doi-asserted-by":"crossref","unstructured":"Marabelli M, Newell S, Galliers RD (2018) Social media affordances and constraints: design, use and implications for enterprises. https:\/\/ssrn.com\/abstract=3143304 . Accessed 28 Oct 2018","DOI":"10.2139\/ssrn.3143304"},{"key":"18_CR22","first-page":"56","volume":"11","author":"H Wang","year":"2018","unstructured":"Wang H, Wang J, Tang Q (2018) A review of application of affordance theory in information systems. J Serv Sci Manag 11:56\u201370","journal-title":"J Serv Sci Manag"},{"key":"18_CR23","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1080\/23808985.2013.11679130","volume":"36","author":"JW Treem","year":"2016","unstructured":"Treem JW, Leonardi PM (2016) Social media use in organizations: exploring the affordances of visibility, editability, persistence, and association. Ann Int Commun Assoc 36:143\u2013189","journal-title":"Ann Int Commun Assoc"},{"key":"18_CR24","doi-asserted-by":"publisher","first-page":"415","DOI":"10.1177\/0038038510362469","volume":"44","author":"BP Bloomfield","year":"2010","unstructured":"Bloomfield BP, Latham Y, Vurdubakis T (2010) Bodies, technologies and action possibilities: when is an affordance? Sociology 44:415\u2013433","journal-title":"Sociology"},{"key":"18_CR25","doi-asserted-by":"publisher","first-page":"222","DOI":"10.1080\/10548408.2016.1156612","volume":"34","author":"P Kelly","year":"2017","unstructured":"Kelly P, Lawlor J, Mulvey M (2017) Customer roles in self-service technology encounters in a tourism context. J Travel Tour Mark 34:222\u2013238","journal-title":"J Travel Tour Mark"},{"key":"18_CR26","doi-asserted-by":"publisher","first-page":"1181","DOI":"10.1108\/IJCHM-12-2013-0578","volume":"27","author":"A Kokkinou","year":"2015","unstructured":"Kokkinou A, Cranage DA (2015) Why wait? Impact of waiting lines on self-service technology use. Int J Contemp Hosp Manag 27:1181\u20131197","journal-title":"Int J Contemp Hosp Manag"},{"key":"18_CR27","doi-asserted-by":"publisher","first-page":"236","DOI":"10.1177\/1096348013491598","volume":"40","author":"H Oh","year":"2016","unstructured":"Oh H, Jeong M, Lee S, Warnick R (2016) Attitudinal and situational determinants of self-service technology use. J Hosp Tour Res 40:236\u2013265. https:\/\/doi.org\/10.1177\/1096348013491598","journal-title":"J Hosp Tour Res"},{"issue":"3","key":"18_CR28","doi-asserted-by":"publisher","first-page":"423","DOI":"10.1287\/isre.1100.0282","volume":"21","author":"S Ba","year":"2010","unstructured":"Ba S, Stallaert J, Zhang Z (2010) Balancing IT with the human touch: optimal investment in IT-based customer service. Inf Syst Res 21(3):423\u2013442","journal-title":"Inf Syst Res"},{"key":"18_CR29","doi-asserted-by":"publisher","first-page":"225","DOI":"10.1108\/IJCHM-09-2012-0165","volume":"26","author":"M Kim","year":"2014","unstructured":"Kim M, Qu H (2014) Travelers\u2019 behavioral intention toward hotel self-service kiosks usage. Int J Contemp Hosp Manag 26:225\u2013245","journal-title":"Int J Contemp Hosp Manag"},{"key":"18_CR30","doi-asserted-by":"publisher","first-page":"1862","DOI":"10.1016\/j.jbusres.2015.01.014","volume":"68","author":"MS Rosenbaum","year":"2015","unstructured":"Rosenbaum MS, Wong IA (2015) If you install it, will they use it? Understanding why hospitality customers take \u201ctechnological pauses\u201d from self-service technology. J Bus Res 68:1862\u20131868","journal-title":"J Bus Res"},{"key":"18_CR31","first-page":"221","volume":"8","author":"TAE-F El-Sherie","year":"2014","unstructured":"El-Sherie TAE-F, Ghanem MS (2014) Self service technology failures and its effect on guests\u2019 behaviors: an exploratory research on self reservation technology in hotels. Int J Herit Tour Hosp 8:221\u2013232","journal-title":"Int J Herit Tour Hosp"},{"key":"18_CR32","doi-asserted-by":"crossref","first-page":"40","DOI":"10.1177\/001088049904000121","volume":"40","author":"A Mattila","year":"1999","unstructured":"Mattila A (1999) Consumers value judgments: how business travelers evaluate luxury-hotel services. Cornell Hotel Restaur Adm Q 40:40\u201346","journal-title":"Cornell Hotel Restaur Adm Q"},{"key":"18_CR33","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1007\/s12927-010-0001-3","volume":"2","author":"G Wang","year":"2010","unstructured":"Wang G, Wang J, Ma X, Qiu RG (2010) The effect of standardization and customization on service satisfaction. J Serv Sci 2:1\u201323","journal-title":"J Serv Sci"},{"key":"18_CR34","doi-asserted-by":"publisher","first-page":"435","DOI":"10.1016\/j.ijhm.2012.11.003","volume":"33","author":"A Kokkinou","year":"2013","unstructured":"Kokkinou A, Cranage DA (2013) Using self-service technology to reduce customer waiting times. Int J Hosp Manag 33:435\u2013445","journal-title":"Int J Hosp Manag"},{"key":"18_CR35","doi-asserted-by":"publisher","first-page":"113","DOI":"10.1509\/jm.13.0056","volume":"78","author":"M Giebelhausen","year":"2014","unstructured":"Giebelhausen M, Robinson SG, Sirianni NJ, Brady MK (2014) Touch versus tech: when technology functions as a barrier or a benefit to service encounters. J Mark 78:113\u2013124","journal-title":"J Mark"},{"key":"18_CR36","unstructured":"The lack of workforce pushes the development of industrial automation. http:\/\/www.chinairn.com\/news\/20131022\/090825810.html . Accessed 28 Oct 2018. (in Chinese)"},{"key":"18_CR37","doi-asserted-by":"publisher","first-page":"853","DOI":"10.1362\/026725706778612121","volume":"22","author":"A Beatson","year":"2006","unstructured":"Beatson A, Coote LV, Rudd JM (2006) Determining consumer satisfaction and commitment through self-service technology and personal service usage. J Mark Manag 22:853\u2013882","journal-title":"J Mark Manag"},{"key":"18_CR38","first-page":"59","volume":"3","author":"G Fisher","year":"2002","unstructured":"Fisher G, Beatson A (2002) The impact of culture on self-service on technology adoption in the hotel industry. Int J Hosp Tour Adm 3:59\u201377","journal-title":"Int J Hosp Tour Adm"},{"key":"18_CR39","doi-asserted-by":"publisher","first-page":"249","DOI":"10.1016\/j.jairtraman.2010.12.011","volume":"17","author":"J-L Lu","year":"2011","unstructured":"Lu J-L, Choi JK, Tseng W-C (2011) Determinants of passengers\u2019 choice of airline check-in services: a case study of American, Australian, Korean, and Taiwanese passengers. J Air Transp Manag 17:249\u2013252","journal-title":"J Air Transp Manag"},{"key":"18_CR40","doi-asserted-by":"publisher","first-page":"224","DOI":"10.1016\/j.tourman.2018.01.009","volume":"67","author":"KKF So","year":"2018","unstructured":"So KKF, Oh H, Min S (2018) Motivations and constraints of Airbnb consumers: findings from a mixed-methods approach. Tour. Manag. 67:224\u2013236","journal-title":"Tour. Manag."},{"key":"18_CR41","volume-title":"The focus group research handbook","author":"H Edmunds","year":"1999","unstructured":"Edmunds H (1999) The focus group research handbook. NTC Business Books, U.S.A, Lincolnwood, Ill"},{"key":"18_CR42","volume-title":"Qualitative data analysis from start to finish","author":"J Harding","year":"2013","unstructured":"Harding J (2013) Qualitative data analysis from start to finish. SAGE, London"},{"key":"18_CR43","doi-asserted-by":"crossref","DOI":"10.4135\/9781036235079","volume-title":"Qualitative social research: contemporary methods for the digital age","author":"V Waller","year":"2016","unstructured":"Waller V, Farquharson K, Dempsey D (2016) Qualitative social research: contemporary methods for the digital age. SAGE, London"},{"key":"18_CR44","first-page":"83","volume-title":"Qualitative research","author":"S Wilkinson","year":"2016","unstructured":"Wilkinson S (2016) Analysing focus group data. In: Silverman D (ed) Qualitative research, 4th edn. SAGE, London, pp 83\u201398","edition":"4"},{"key":"18_CR45","volume-title":"Research methods for leisure and tourism: a practical guide","author":"AJ Veal","year":"2011","unstructured":"Veal AJ (2011) Research methods for leisure and tourism: a practical guide, 4th edn. Prentice Hall\/Pearson, London","edition":"4"},{"key":"18_CR46","doi-asserted-by":"publisher","first-page":"712","DOI":"10.1080\/10548408.2014.933727","volume":"32","author":"P Wassler","year":"2015","unstructured":"Wassler P, Li X, Hung K (2015) Hotel theming in China: a qualitative study of practitioners\u2019 views. J Travel Tour Mark 32:712\u2013729","journal-title":"J Travel Tour Mark"},{"key":"18_CR47","volume-title":"Research methods in the social and behavioral sciences","author":"RA Jones","year":"1995","unstructured":"Jones RA (1995) Research methods in the social and behavioral sciences, 2nd edn. Sinauer Associates, Sunderland, Mass","edition":"2"},{"key":"18_CR48","doi-asserted-by":"publisher","first-page":"61","DOI":"10.1509\/jmkg.69.2.61.60759","volume":"69","author":"ML Meuter","year":"2005","unstructured":"Meuter ML, Bitner MJ, Ostrom AL, Brown SW (2005) Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies. J Mark 69:61\u201383","journal-title":"J Mark"},{"key":"18_CR49","first-page":"241","volume":"3","author":"PA Dabholkar","year":"1994","unstructured":"Dabholkar PA (1994) Technology-based service delivery: a classification scheme for developing marketing strategies. Adv Serv Mark Manag 3:241\u2013271","journal-title":"Adv Serv Mark Manag"}],"container-title":["Information and Communication Technologies in Tourism 2019"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-05940-8_18","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,4,4]],"date-time":"2026-04-04T13:53:32Z","timestamp":1775310812000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-05940-8_18"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2018,12,15]]},"ISBN":["9783030059392","9783030059408"],"references-count":49,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-05940-8_18","relation":{},"subject":[],"published":{"date-parts":[[2018,12,15]]}}}