Facial recognition check-in services at hotels

ABSTRACT

Despite the popularity of facial recognition check-in services at hotels, few academic studies have examined these services. This research empirically examines hotel guests’ adoption of facial recognition check-in services from the perspectives of security, privacy, and trust. In addition to testing the effects of security, privacy, and trust in the context of innovative technology adoption, this research considers situations in which security and privacy have mixed effects. On-site investigations at hotels were conducted, and 391 hotel guests were surveyed. Given that prior experience is closely connected with current adoption of a system, this study examined three scenarios of prior adoption experience (positive, negative, and no prior experience) to determine their influence on customers’ perceived security, privacy, and trust as well as current adoption of a facial recognition system at a hotel. We found and statistically confirmed that privacy has a greater impact on customers’ trust than security. In addition, the results indicate various significant relations among prior experience, security, privacy, trust, and customer adoption behaviors. The rich findings generate many theoretical and practical implications.

尽管面部识别登记服务在酒店很受欢迎，但很少有学术研究对这些服务进行过研究. 本研究从安全性、隐私性和信任性的角度，实证性地考察了酒店客人对面部识别入住服务的接受程度. 除了在创新技术采用的背景下测试安全、隐私和信任的影响，本研究还考虑了安全和隐私具有混合影响的情况. 对酒店进行了现场调查，对391名酒店客人进行了调查. 考虑到先前的体验与当前对系统的采用密切相关，本研究考察了先前采用体验的三种情景（正面、负面和无先前体验），以确定它们对顾客感知的安全性、隐私性和信任的影响，以及目前在酒店采用面部识别系统的情况. 我们发现并在统计上证实了隐私对客户信任的影响大于安全性. 此外，研究结果显示先前经验、安全性、隐私性、信任与顾客采纳行为之间存在显著的相关关系. 这些丰富的发现产生了许多理论和实践意义.

KEYWORDS:

• Facial recognition
• security
• privacy
• trust in the system
• prior experience
• biometric technologies

Additional information

Funding

This work was supported by the the Foundation of Shandong University Humanities and Social Sciences Team Project [20820IFYT15002 & 20820IFYT15004]; Shandong Natural Science Foundation of China [ZR2019MG014].