Technology Acceptance Model in Hospitality Management: A Systematic Review

• Wushuang Li ^[1] ; Chin Fei ^[1] ; Tan Owee Kowang ^[1] ; Puong Koh Hii ^[2]
  1. [1] University of Technology Malaysia

     University of Technology Malaysia

     Malasia

     
  2. [2] Raffles University
• Localización: Tourism & Management Studies, ISSN-e 2182-8466, ISSN 2182-8458, Vol. 22, Nº 1, 2026, págs. 41-55
• Idioma: inglés
• DOI: 10.18089/tms.20260104
• Títulos paralelos:
  • Modelo de Aceitação da Tecnologia na Gestão da Hospitalidade: Uma Revisão Sistemática
• Enlaces
  • Texto completo (pdf)
• Resumen
  • English

    The purpose of this paper is to perform a systematic review ofthe representative research of the Technology Acceptance Model (TAM) application within the hospitality literature. The present study used the Web of Science and Scopus databases to identify and review 119 relevant studies spanning2008-2024. The review concerns the analysis and classification of theories, the empirical context,and causal analysis in the relevant studies. The findings of this study indicate that Social Identity Theory is the most frequently used theoretical framework for modifying and extendingthe TAM. Furthermore, the study identifies moderators and mediators, including technology attributes, instrumental motives, and emotional motives. Finally, the most researched hospitality technologies are social media, online booking systems, and artificial intelligence (AI). This paper identifies some knowledge gaps in the current literature and suggests potential agendas for further investigation. Moreover,this paper proposes a comprehensive model for advancing knowledge of technology acceptance in hospitality management.

  • português

    O objetivo deste artigo é realizar uma revisão sistemática da investigação representativa sobre a aplicação do Modelo de Aceitação da Tecnologia (TAM) na literatura de hospitalidade. O presente estudo recorreu às bases de dados Web of Science e Scopus paraidentificar e analisar 119 estudos relevantes, abrangendo o período entre 2008 e 2024. A revisão centra-se na análise e classificação das teorias, dos contextos empíricos e das análises causais nos estudos selecionados. Os resultados indicam que a Teoria da Identidade Social é o enquadramento teórico mais frequentemente utilizado para a modificação e extensão do TAM. Além disso, o estudo identifica moderadores e mediadores, incluindo atributos tecnológicos, motivos instrumentais e motivos emocionais, entreoutros. Por fim, as tecnologias de hospitalidade mais investigadas são as redes sociais, os sistemas de reservas online e a inteligência artificial (IA). Este artigo identifica lacunas de conhecimento na literatura atual e sugere agendas potenciais para investigações futuras. Adicionalmente, propõe-se um modelo abrangente para o avanço do conhecimento sobre a aceitação da tecnologia na gestão da hospitalidade

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