Antecedents and outcomes of hotels’ self-service-technologies, aiding management and marketing applications

Purpose This study investigates guests emotional experience when using hotels’ self-automated-kiosk-technologies. This study assesses the stimulus–organism–response framework, incorporating the technology acceptance model. Design/methodology/approach This study uses the quantitative research approach. During May 2024, 400 administrated-questionnaires were collected from guests at 5-star-hotels in Egypt. Partial least squares structural equation modeling was used to test the hypotheses. Findings This study reveals that perceived usefulness of self-automated-kiosk-technologies is a significant stimulus that positively impacts satisfaction (organism). These technologies aid quick and practical hotel reservations, room services, bookings and a secure ambiance. Satisfaction shows a significant positive impact on guest responses; it leads to hotel revisiting intentions and word-of-mouth. Originality/value This study contributes insights through theory integration, merging variables from different theories to provide a comprehensive explanation for guests’ usage of hotels’ self-automated-kiosk-technologies (robotics, computerization services and mechanization). This study develops insights on the significant external and internal experiential dynamics of hotels’ self-automated-kiosk-technologies for checking-in, checking-out, creating room keys, booking facilities, etc. With these insights, suggestions on management and marketing-oriented strategies are offered for hospitality professionals.