{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,14]],"date-time":"2026-03-14T08:34:28Z","timestamp":1773477268635,"version":"3.50.1"},"reference-count":53,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2020,1,20]],"date-time":"2020-01-20T00:00:00Z","timestamp":1579478400000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2020,1,20]],"date-time":"2020-01-20T00:00:00Z","timestamp":1579478400000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Inf Technol Tourism"],"published-print":{"date-parts":[[2020,3]]},"DOI":"10.1007\/s40558-020-00167-1","type":"journal-article","created":{"date-parts":[[2020,1,20]],"date-time":"2020-01-20T16:02:37Z","timestamp":1579536157000},"page":"33-52","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":23,"title":["A comparative study of self-service technology with service employees: a qualitative analysis of hotels in China"],"prefix":"10.1007","volume":"22","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-6250-9206","authenticated-orcid":false,"given":"Chun","family":"Liu","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Kam","family":"Hung","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2020,1,20]]},"reference":[{"key":"167_CR1","doi-asserted-by":"crossref","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 21:423\u2013442","journal-title":"Inf Syst Res"},{"key":"167_CR2","doi-asserted-by":"crossref","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":"167_CR3","doi-asserted-by":"crossref","first-page":"71","DOI":"10.1177\/002224299005400105","volume":"54","author":"MJ Bitner","year":"1990","unstructured":"Bitner MJ, Booms BH, Tetreault MS (1990) The service encounter: diagnosing favorable and unfavorable incidents. J Mark 54:71\u201384","journal-title":"J Mark"},{"key":"167_CR4","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1287\/isre.1.2.115","volume":"1","author":"JC Brancheau","year":"1990","unstructured":"Brancheau JC, Wetherbe JC (1990) The adoption of spreadsheet software: Testing innovation diffusion theory in the context of end-user computing. Inf Syst Res 1:115\u2013143","journal-title":"Inf Syst Res"},{"key":"167_CR5","doi-asserted-by":"crossref","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":"167_CR6","volume-title":"Designing and conducting mixed methods research","author":"JW Creswell","year":"2007","unstructured":"Creswell JW, Clark VLP (2007) Designing and conducting mixed methods research. SAGE Publications, Thousand Oaks"},{"key":"167_CR7","volume-title":"The focus group research handbook","author":"H Edmunds","year":"1999","unstructured":"Edmunds H (1999) The focus group research handbook. NTC Business Books, Lincolnwood"},{"key":"167_CR8","doi-asserted-by":"crossref","first-page":"159","DOI":"10.1016\/j.technovation.2006.11.001","volume":"27","author":"K Eriksson","year":"2007","unstructured":"Eriksson K, Nilsson D (2007) Determinants of the continued use of self-service technology: the case of Internet banking. Technovation 27:159\u2013167","journal-title":"Technovation"},{"key":"167_CR9","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1016\/j.jretconser.2011.06.003","volume":"18","author":"CJ Gelderman","year":"2011","unstructured":"Gelderman CJ, Ghijsen PWT, van Diemen R (2011) Choosing self-service technologies or interpersonal services\u2014the impact of situational factors and technology-related attitudes. J Retail Consum Serv 18:414\u2013421","journal-title":"J Retail Consum Serv"},{"key":"167_CR10","doi-asserted-by":"crossref","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":"167_CR11","first-page":"547","volume":"25","author":"L Hanks","year":"2016","unstructured":"Hanks L, Line ND, Mattila AS (2016) The Impact of self-service technology and the presence of others on cause-related marketing programs in restaurants. J Hosp Mark Manag 25:547\u2013562","journal-title":"J Hosp Mark Manag"},{"key":"167_CR12","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":"167_CR13","unstructured":"Hertzfeld E (2018) Facial recognition check-in rolled out at 50 hotels in China. Retrieved from https:\/\/www.hotelmanagement.net\/tech\/facial-recognition-check-rolled-out-at-50-hotels-china"},{"key":"167_CR14","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1108\/08876041311296338","volume":"27","author":"T Hilton","year":"2013","unstructured":"Hilton T, Hughes T, Little E, Marandi E (2013) Adopting self-service technology to do more with less. J Serv Mark 27:3\u201312","journal-title":"J Serv Mark"},{"key":"167_CR15","first-page":"297","volume-title":"Handbook of mixed methods in social & behavioral research","author":"B Johnson","year":"2003","unstructured":"Johnson B, Turner LA (2003) Data collection strategies in mixed methods research. In: Teddlie C, Tashakkori A (eds) Handbook of mixed methods in social & behavioral research. SAGE Publications, Thousand Oaks, pp 297\u2013319"},{"key":"167_CR16","doi-asserted-by":"crossref","first-page":"263","DOI":"10.2307\/1914185","volume":"47","author":"D Kahneman","year":"1979","unstructured":"Kahneman D, Tversky A (1979) Prospect theory: an analysis of decision under risk. Econometrica 47:263\u2013291","journal-title":"Econometrica"},{"key":"167_CR17","doi-asserted-by":"crossref","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":"167_CR18","unstructured":"Kasavana ML (2008) The convergence of self-service technology. Hospitality Upgrade Magazine, pp 122\u2013128"},{"key":"167_CR19","doi-asserted-by":"crossref","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 behavior 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":"167_CR20","doi-asserted-by":"crossref","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":"167_CR21","doi-asserted-by":"crossref","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":"167_CR22","doi-asserted-by":"crossref","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":"167_CR23","doi-asserted-by":"crossref","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":"167_CR24","doi-asserted-by":"crossref","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":"167_CR25","doi-asserted-by":"crossref","first-page":"162","DOI":"10.1177\/1096348013495695","volume":"40","author":"LY-S Lee","year":"2016","unstructured":"Lee LY-S (2016) Hospitality industry web-based self-service technology adoption model. J Hosp Tour Res 40:162\u2013197","journal-title":"J Hosp Tour Res"},{"key":"167_CR26","doi-asserted-by":"crossref","first-page":"51","DOI":"10.1016\/j.jretconser.2012.10.005","volume":"20","author":"H-J Lee","year":"2013","unstructured":"Lee H-J, Yang K (2013) Interpersonal service quality, self-service technology (SST) service quality, and retail patronage. J Retail Consum Serv 20:51\u201357","journal-title":"J Retail Consum Serv"},{"key":"167_CR27","doi-asserted-by":"crossref","first-page":"153","DOI":"10.1080\/15332840802269791","volume":"8","author":"JD Lema","year":"2009","unstructured":"Lema JD (2009) Preparing hospitality organizations for self-service technology. J Hum Resour Hosp Tour 8:153\u2013169","journal-title":"J Hum Resour Hosp Tour"},{"key":"167_CR28","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":"167_CR29","doi-asserted-by":"crossref","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":"167_CR30","doi-asserted-by":"crossref","first-page":"899","DOI":"10.1016\/S0148-2963(01)00276-4","volume":"56","author":"ML Meuter","year":"2003","unstructured":"Meuter ML, Ostrom AL, Bitner MJ, Roundtree R (2003) The influence of technology anxiety on consumer use and experiences with self-service technologies. J Bus Res 56:899\u2013906","journal-title":"J Bus Res"},{"key":"167_CR31","doi-asserted-by":"crossref","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":"167_CR32","doi-asserted-by":"crossref","DOI":"10.4135\/9781473921344","volume-title":"A practical introduction to in-depth interviewing","author":"A Morris","year":"2015","unstructured":"Morris A (2015) A practical introduction to in-depth interviewing. SAGE, London"},{"key":"167_CR33","doi-asserted-by":"crossref","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":"167_CR34","doi-asserted-by":"crossref","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","journal-title":"J Hosp Tour Res"},{"key":"167_CR35","first-page":"194","volume":"5","author":"AB Ozturk","year":"2014","unstructured":"Ozturk AB, Hancer M (2014) Hotel and IT decision-maker characteristics and information technology adoption relationship in the hotel industry. J Hosp Tour Technol 5:194\u2013206","journal-title":"J Hosp Tour Technol"},{"key":"167_CR36","first-page":"100","volume":"4","author":"AK Panda","year":"2011","unstructured":"Panda AK, Dash SK, Rath PK (2011) An investigation of reasons affecting customer adoption and rejection of technology based self service (TBSS) on consumer satisfaction and consumer commitment. BVIMR Manag Edge 4:100\u2013104","journal-title":"BVIMR Manag Edge"},{"key":"167_CR37","doi-asserted-by":"crossref","first-page":"95","DOI":"10.1177\/0020852307085736","volume":"74","author":"W Pieterson","year":"2008","unstructured":"Pieterson W, Ebbers W (2008) The use of service channels by citizens in the Netherlands: implications for multi-channel management. Int Rev Adm Sci 74:95\u2013110","journal-title":"Int Rev Adm Sci"},{"issue":"3","key":"167_CR38","doi-asserted-by":"crossref","first-page":"726","DOI":"10.2307\/1951555","volume":"50","author":"JW Prothro","year":"1956","unstructured":"Prothro JW (1956) Verbal shifts in the American presidency: a content analysis. Am Political Sci Rev 50(3):726\u2013739","journal-title":"Am Political Sci Rev"},{"key":"167_CR39","doi-asserted-by":"crossref","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":"167_CR40","doi-asserted-by":"crossref","first-page":"133","DOI":"10.1016\/j.technovation.2011.10.002","volume":"32","author":"JH Schumann","year":"2012","unstructured":"Schumann JH, W\u00fcnderlich NV, Wangenheim F (2012) Technology mediation in service delivery: a new typology and an agenda for managers and academics. Technovation 32:133\u2013143","journal-title":"Technovation"},{"key":"167_CR41","doi-asserted-by":"crossref","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":"167_CR42","doi-asserted-by":"crossref","first-page":"101","DOI":"10.1016\/j.ijhm.2019.01.012","volume":"80","author":"H Shin","year":"2019","unstructured":"Shin H, Perdue RR (2019) Self-service technology research: a bibliometric co-citation visualization analysis. Int J Hosp Manag 80:101\u2013112","journal-title":"Int J Hosp Manag"},{"key":"167_CR43","doi-asserted-by":"crossref","first-page":"356","DOI":"10.1177\/1094670506286324","volume":"8","author":"R Sousa","year":"2006","unstructured":"Sousa R, Voss CA (2006) Service quality in multichannel services employing virtual channels. J Serv Res 8:356\u2013371","journal-title":"J Serv Res"},{"key":"167_CR44","doi-asserted-by":"crossref","first-page":"212","DOI":"10.1016\/j.procs.2016.04.118","volume":"83","author":"M Stoshikj","year":"2016","unstructured":"Stoshikj M, Kryvinska N, Strauss C (2016) Service systems and service innovation: two pillars of service science. Procedia Comput Sci 83:212\u2013220","journal-title":"Procedia Comput Sci"},{"key":"167_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. Pearson Education, London","edition":"4"},{"key":"167_CR46","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":"167_CR47","doi-asserted-by":"crossref","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":"167_CR48","doi-asserted-by":"crossref","first-page":"54","DOI":"10.1108\/09564231211208970","volume":"23","author":"C Wang","year":"2012","unstructured":"Wang C, Harris J, Patterson PG (2012) Customer choice of self-service technology: the roles of situational influences and past experience. J Serv Manag 23:54\u201378","journal-title":"J Serv Manag"},{"key":"167_CR49","doi-asserted-by":"crossref","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":"167_CR50","doi-asserted-by":"crossref","first-page":"1599","DOI":"10.1108\/IJCHM-01-2016-0029","volume":"29","author":"W Wei","year":"2017","unstructured":"Wei W, Torres EN, Hua N (2017) The power of self-service technologies in creating transcendent service experiences. Int J Contemp Hosp Manag 29:1599\u20131618","journal-title":"Int J Contemp Hosp Manag"},{"key":"167_CR51","doi-asserted-by":"crossref","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 Publications, Thousand Oaks"},{"key":"167_CR52","doi-asserted-by":"crossref","first-page":"364","DOI":"10.1016\/j.tourman.2017.11.012","volume":"66","author":"E Yadegaridehkordi","year":"2018","unstructured":"Yadegaridehkordi E, Nilashi M, Nasir MHNBM, Ibrahim O (2018) Predicting determinants of hotel success and development using Structural Equation Modelling (SEM)-ANFIS method. Tour Manag 66:364\u2013386","journal-title":"Tour Manag"},{"key":"167_CR53","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1016\/j.ijpe.2008.07.023","volume":"120","author":"C Zhang","year":"2009","unstructured":"Zhang C, Dhaliwal J (2009) An investigation of resource-based and institutional theoretic factors in technology adoption for operations and supply chain management. Int J Prod Econ 120:252\u2013269","journal-title":"Int J Prod Econ"}],"container-title":["Information Technology & Tourism"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s40558-020-00167-1.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s40558-020-00167-1\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s40558-020-00167-1.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,1,19]],"date-time":"2021-01-19T00:04:50Z","timestamp":1611014690000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s40558-020-00167-1"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,1,20]]},"references-count":53,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2020,3]]}},"alternative-id":["167"],"URL":"https:\/\/doi.org\/10.1007\/s40558-020-00167-1","relation":{},"ISSN":["1098-3058","1943-4294"],"issn-type":[{"value":"1098-3058","type":"print"},{"value":"1943-4294","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020,1,20]]},"assertion":[{"value":"22 May 2019","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"4 January 2020","order":2,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"14 January 2020","order":3,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"20 January 2020","order":4,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Compliance with ethical standards"}},{"value":"No potential conflict of interest was reported by the authors.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflict of interest"}}]}}