Citation

Yap, Yee Yann and Tan, Siow Hooi and Tan, Booi Chen and Tan, Siow Kian and Chan, Man Seong (2026) Three faces of social influence: How compliance, identification, and internalization shape smart tourism co-creation and satisfaction. Computers in Human Behavior Reports, 21. p. 100944. ISSN 24519588

Text Three faces of social influence_ How compliance, identification, and internalization shape smart tourism co-creation and satisfaction.pdf - Published Version Restricted to Repository staff only Download (2MB)

Abstract

Social influence remains a critical yet underexplored factor of tourists' online co-creation experience (OCE) with smart tourism technologies (STTs). While prior research has largely focused on technological affordances and compliance-based norms, limited attention has been paid to how diverse social influence mechanisms affect cocreation behaviors and downstream satisfaction outcomes. This study addresses this gap by integrating the Technology Acceptance Model (TAM) with Kelman's Social Influence Theory to examine how perceived use fulness (PU), perceived ease of use (PEOU), and three distinct dimensions of social influence—compliance (subjective norms), identification (social identity), and internalization (group norms)—influence OCE and, in turn, satisfaction with STTs and the overall trip. Data was collected from 290 tourists who used STTs and analyzed using SmartPLS. Results show that social identity exerts the strongest impact on OCE. Subjective norms and group norms also positively affect OCE, albeit to a lesser extent. Among technological factors, PU has a stronger influence on OCE than PEOU. Crucially, OCE significantly improves satisfaction with the STT and the trip, reinforcing its importance in delivering enriched tourist experiences. OCE mediates the effects of techno logical and social drivers on satisfaction, and satisfaction with STTs further mediates the relationship between OCE and trip satisfaction. This study advances theoretical understanding by integrating multidimensional social influence within a TAM framework in the context of smart tourism. From a practical viewpoint, the findings offer actionable insights for platform developers and destination marketers to design socially engaging and func tionally effective STTs that encourage co-creation and enhance tourist satisfaction.

Item Type:	Article
Uncontrolled Keywords:	Social influence, technology acceptance model
Subjects:	H Social Sciences > HC Economic History and Conditions > HC94-1085 By region or country
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Rosnani Abd Wahab
Date Deposited:	03 Mar 2026 01:42
Last Modified:	03 Mar 2026 01:42
URII:	http://shdl.mmu.edu.my/id/eprint/15422

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