The importance of information quality according to the type of employee in the airline industry: Robot versus human

doi:10.1016/j.ijhm.2023.103537

UM > Faculty of Business Administration > DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT

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	The importance of information quality according to the type of employee in the airline industry: Robot versus human
	Hwang, J 1; Kim, J. J 2; Choe, J. Y. J3 ; Kim, H. M 1
	2023-06
Source Publication	International Journal of Hospitality Management
ABS Journal Level	3
ISSN	1873-4693
Volume	114 Pages:103537
Abstract	This study was designed to understand how information quality (IQ) affects its outcome variables with the moderating role of the employee type, which included robots and humans. There are seven constructs, which include intrinsic IQ, contextual IQ, representational IQ, accessibility IQ, overall service, airport image, and intention to use, used in this study, and the data was collected from 312 people who received information via service robots and from 318 people who received information from human staff by using online surveys in Korea. This study used the Amos program, which included conducting the confirmatory factor analysis and structural equation modeling. As results, the four sub-dimensions of IQ positively affect overall service quality. In addition, overall service quality has a positive influence on airport image and intention to use. Lastly, the moderating role of the employee type in the relationship between accessibility IQ and overall service quality was identified.
Keyword	Information Quality Service Robots Overall Service Quality Airline Image
DOI	10.1016/j.ijhm.2023.103537
URL	View the original
Indexed By	SSCI
WOS Research Area	Social Sciences - Other Topics
WOS Subject	Hospitality, Leisure, Sport & Tourism
WOS ID	WOS:001028913600001
Scopus ID	2-s2.0-85162099087
Fulltext Access	View Full-Text via DOI View Full-Text via Web of Science View Full-Text via Scopus
Citation statistics
Document Type	Journal article
Collection	DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Corresponding Author	Choe, J. Y. J
Affiliation	1.Sejong University 2.Youngsan University 3.University of Macau
Corresponding Author Affilication	University of Macau
Recommended Citation GB/T 7714	Hwang, J,Kim, J. J,Choe, J. Y. J,et al. The importance of information quality according to the type of employee in the airline industry: Robot versus human[J]. International Journal of Hospitality Management, 2023, 114, 103537.
APA	Hwang, J., Kim, J. J., Choe, J. Y. J., & Kim, H. M (2023). The importance of information quality according to the type of employee in the airline industry: Robot versus human. International Journal of Hospitality Management, 114, 103537.
MLA	Hwang, J,et al."The importance of information quality according to the type of employee in the airline industry: Robot versus human".International Journal of Hospitality Management 114(2023):103537.

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