Do e-skills enhance use of e-services in the hospitality industry? A conditional mixed-process approach

Abstract

Increasingly, e-skills are required to enable effective use of digital technologies. The present paper examines the influence of e-skills on use of e-services in the hospitality industry. We employ a conditional mixed-process approach and the results of a residential survey in Kosovo to investigate whether e-skills boost e-services in hospitality. Our findings suggest that e-skills are important to explain different behaviors related to use of e-services. The facilitating conditions, expected performance, social influences and perceived value of the services have a positive impact while perceived risks to privacy have a negative impact on behavioral intention. We also find that gender and income have a positive effect on both behavioral use and behavioral intention while age has no effect on either dimension.