Critical determinants of intentions to revisit smart hotels: an examination of smart service interactional experience, emotions, and technophilia

Recent advancements in artificial intelligence and smart technologies have fundamentally transformed the operational dynamics within the hospitality industry. Specifically, smart hotels have employed the latest technologies in service delivery to improve tourists’ intentions to revisit. Drawing on the cognitive emotion theory (CET), this study investigates the impact of smart service interactional experience (SSIE), a recently introduced construct, on tourists’ intentions to revisit smart hotels, with the mediating role of emotions and the moderating role of technophilia. Analysis of the data collected (N = 312) indicates that SSIE influences tourists’ emotions, both positive and negative, and their revisit intentions of smart hotels. These emotions further significantly impact revisit intention and play mediating roles in linking SSIE to revisit intention. The findings also reveal the moderating effect of technophilia in strengthening the association between positive emotion and revisit intention. Based on the study findings, we discuss practical implications for concerned stakeholders.<p></p>