Relationship between psychological stress, intention to use, and virtual travel intention according to the compulsory use of airline mobile check-in services: Job demand-resource theory perspective

Since the outbreak of pandemic, the spread of non-face-to-face services has increased rapidly, and at the same time, the shape of the tourism industry is changing. Unlike other non-face-to-face services, the airline mobile check-in service, which is one of the non-face-to-face services, is thought to require research from various directions in the form of providing services using personal devices rather than devices used by many. On the other hand, non-face-to-face services have the advantage of cost reduction on the corporate side, reducing the ratio of face-to-face services and expanding the spread of non-face-to-face services, but this can lead to negative perceptions for users who cannot adapt to rapid technological changes. Therefore, this study attempted to understand the effect of the compulsory use of airline mobile check-in services on the intention to use airline mobile check-in services and the intention to virtual travel through psychological stress. Through this, it is intended to suggest the necessity of effectively providing services by expanding literature research on airline mobile check-in services and grasping negative perceptions of customers.