Acceptance of contactless technology in the hospitality industry: extending the unified theory of acceptance and use of technology 2

Contactless service has gained popularity in the hospitality industry during the COVID-19 pandemic to ensure the safety of customers and employees. This study extends the unified theory of acceptance and use of technology 2 (UTAUT2), incorporating optimism and trust, to explore the use of contactless technology in hospitality service encounters. Importance–performance map analysis (IPMA) is applied to evaluate the performance of latent...