Young luxury hotel guests’ smart hotel technology acceptance: examining the influencing factors using TAM and the SOR model

Purpose This paper aims to investigate young luxury hotel guests’ holistic assessment of hotel smart technology implementation from three perspectives: technology amenities, social media (consumer-generated content [CGC]) and personality traits (technology readiness [TR]) as stimuli. Perceived performance (PP) was also examined as a cognitive component of the organism in addition to the two dimensions from the technology acceptance model (TAM) that dominate smart hotel technology acceptance. Design/methodology/approach On-site surveys were conducted with young luxury hotel guests. Partial least squares structural equation modeling and multi-group analysis were performed. Findings Results indicate that technology amenities positively influence PP, while CGC and TR partially influence PP. Notable differences in TR inhibitors were observed between Millennials and Generation Z. Practical implications Findings offer practical insights for luxury hotel marketers in designing smart technology-related marketing strategies targeting young luxury hotel guests, an emerging, significant market segment. Originality/value This study is among the first to investigate how external factors affect young luxury hotel guests’ cognitive and affective psychological processes and behavioral outcomes within an integrated framework, combining the stimulus–organism–response and technology acceptance model.