| Autor: |
Maha S. HABOBATI, Thowayeb H. HASSAN, Mohamed Y. HELAL, Bahadur A. BILALOV, Omar M. ALI, Nabila N. ELSHAWARBI |
| Jazyk: |
angličtina |
| Rok vydání: |
2023 |
| Předmět: |
|
| Zdroj: |
Geo Journal of Tourism and Geosites, Vol 51, Iss 4 supplement, Pp 1738-1748 (2023) |
| Druh dokumentu: |
article |
| ISSN: |
2065-0817 |
| DOI: |
10.30892/gtg.514spl14-1169 |
| Popis: |
To investigate customer technostress antecedents and consequences of the restaurants’ food-ordering apps and suggest a coping strategy (i.e., customer orientation). This qualitative study relied on twenty-three semi-structured interviews with Egyptian restaurant customers and managers to understand the customer technostress caused when using food-ordering apps. The study found that restaurant customers experience technostress due to app complexity, security and privacy concerns, frequent app changes, feelings of diminished control, and time constraints. These app-related techno stressors cause customer dissatisfaction and purchasing reluctance. The study also found that not all restaurants adopt a responsive and proactive customer orientation to reduce food-ordering app technostress. However, customers were satisfied with proactive restaurants revealing technostress from food-ordering apps. This study is the first research in the hospitality industry to use Transactional Stress Theory (TST) to investigate the antecedents and consequences and suggest a customer orientation as a coping strategy of customer technostress from food-ordering apps from the perspectives of customers and restaurant managers. As a result, restaurants can be proactive and responsively customer-oriented to overcome customer technostress from food-ordering apps by considering the customers' concerns to satisfy and retain customers and attract new ones. |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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