An affective approach to modelling intentions to use technologies for social distancing in hotels

In response to the global COVID-19 pandemic, the U.S. hotels have deployed service models that facilitate social distancing by using information technology. Based on emotion theories, this study built a conceptual model that explains consumers’ intentions to use several personal and public technologies for social distancing in hotels (e.g., electronic menus, mobile apps). The model tested relationships between trust in the hotel, trust in system, technology anxiety, anticipated positive and negative emotions, and intentions to use technologies for social distancing. Using data collected from 1000 U.S. hotel guests, it was found that intentions to use technologies for social distancing were predominantly influenced by positive anticipated emotions, which in turn were influenced by trust in the hotel and technology anxiety. Several implications for academia and industry are provided.