Anger and fear: effects of negative emotions on hotel employees' information technology adoption

The purpose of this study is to examine the interplay of negative emotions, coping strategies, perceptions of an information technology innovation and intention toward adopting it.Design/methodology/approachA research model is developed based on the cognitive appraisal theory of emotion, coping theory and innovation diffusion theory

Lili Zheng; Nathalie Montargot

2021

Scholarcy highlights

  • The use of information technology in the hospitality industry is driven by the need to improve and refine customer service
  • The purpose of this study is to examine the interplay of negative emotions, coping strategies, perceptions of an IT innovation and intention toward adopting it
  • The results indicate that employees' negative emotions have negative and significant effects on their perceptions of adopting a new reservation system through coping strategies
  • Employees' perceptions of adopting an innovative reservation system have a positive effect on their adoption intention toward the system
  • The findings demonstrate the importance of examining negative emotions in IT innovation adoption
  • The model developed in this study confirms that an appraisal tendency approach better specifies the conditions under which different emotions are triggered to predict and explain how emotions relate to IT use through adaptation behaviors when compared with a valence-based approach

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