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Examining an extended technology acceptance model with experience construct on hotel consumers’ adoption of mobile applications

ABSTRACT Given the accelerating adoption of apps and mobile technology in the hospitality and tourism industry, it is critical to understand customer experience of mobile apps as emerging marketing platforms to promote services and products. The objective of this research is to develop an integrative model that extends the Technology Acceptance Model (TAM) with the experience construct and to examine the antecedents that influence hotel consumer behavioral intentions toward mobile app usage. The findings of this study show that perceived ease of use and perceived usefulness have positive impacts on hotel consumers’ experiences of mobile apps, and perceived usefulness and user experience influence hotel apps acceptance by customers. The findings of this study can be used as valuable input for the development of constructive future smartphone applications within the hospitality industry and for design of strategies for hotel mobile commerce marketing programs to enhance engaging and interactive hotel consumer experiences.