Impact of COVID-19 Pandemic on Generation Z Employees’ Perception and Behavioral Intention toward Advanced Information Technologies in Hotels

Abstract

This study explores Generation Z hotel employees’ perception of and behavioral intention to use advanced information technologies (ITs) before and during COVID-19. The relationship between perception and intention moderated by COVID-19 is investigated. The technology acceptance model (TAM) and innovation diffusion theory (IDT) are integrated, and compatibility is added as an additional construct to conduct this longitudinal study. Data were collected in Hong Kong in April 2019 (pre-pandemic stage) and March 2021 (pandemic stage). Regression analysis, t-test, Cochran’s Q test, and correspondence analysis are applied. Follow-up in-person interviews are conducted to validate the results. The results reveal significant differences between the pre-pandemic and pandemic stages and the moderating effect of COVID-19 on the relationship between the perception of and behavioral intention to use advanced ITs. This study addresses the gap in hospitality research by integrating TAM and IDT to examine Generation Z hotel employees’ behavioral intention to use advanced ITs.

Keywords

• technology acceptance model
• innovation diffusion theory
• advanced information technology
• Generation Z
• hotel employee