Effect of smart technology attributes on work-related behaviors through perceived usefulness: Moderating roles of perceived risk and hotel affiliation

Hotels have speeded up technology adoption in response to the COVID-19 hit. This study attempts to understand whether smart technologies adopted by hotels enhance employees’ work-related behaviors (i.e., productivity, satisfaction, and retention) in the post-pandemic era. Through the lens of the Technology Acceptance Model (TAM), this study examines the relationships between smart technology attributes (STAs), hotel employees’ perceived usefulness (PU) of smart technology, and work-related behaviors (WBs). The moderating effects of perceived risk and hotel affiliation on the relationships are also investigated. Results from a survey of 272 hotel employees in Hong Kong indicate a positive influence of STAs on hotel employees’ PU, which in turn enhances their WBs. Furthermore, perceived risk and hotel affiliation are found to have a moderating effect on the relationships between STAs and PU. Theoretical contributions, managerial implications, and the limitations of this study are discussed.