Os efeitos da pandemia de COVID-19 e da sociabilidade do consumidor brasileiro na atitude e no uso de tecnologias contactless em hospedagem
DOI:
https://doi.org/10.7784/rbtur.v20.3378Palavras-chave:
Uso de Tecnologias Contactless, Atitude do Consumidor, Sociabilidade, Serviços de Hospedagem, COVID-19Resumo
Embora a adoção de tecnologias contactless na hotelaria tenha sido amplamente investigada em contextos asiáticos, norte-americanos e europeus, persistem lacunas quanto aos fatores que influenciam esse comportamento no Brasil. Consumidores brasileiros tendem a valorizar o contato humano em serviços de hospitalidade, o que levou este estudo a investigar os efeitos da pandemia de COVID-19 e da sociabilidade do indivíduo na atitude e no uso de tecnologias contactless em hospedagem. Para tanto, conduziu-se um survey online com 299 respondentes que já haviam utilizado algum tipo de serviço de hospedagem no país. Os dados coletados foram analisados por meio de Modelagem de Equações Estruturais (PLS-SEM), complementada por análises fatoriais exploratória e confirmatória. Os resultados indicaram que apenas a atitude em relação aos serviços contactless exerceu influência significativa sobre sua aceitação e preferência de uso, enquanto os efeitos da sociabilidade e das percepções sobre a pandemia não se mostraram estatisticamente significativos. O estudo reforça a centralidade da atitude como antecedente direto do uso de tecnologias contactless no setor hoteleiro e questiona a aplicabilidade universal de conceitos como sociabilidade em contextos culturais específicos. Por fim, os achados também sugerem que, no contexto brasileiro, o impacto da pandemia de COVID-19 sobre aspectos específicos do consumo na hotelaria pode ter sido mais transitório do que estrutural.
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