From Anxiety to Satisfaction: The Influence of Technological Innovation on Shaping Customer Experience and Perceived Value in Leisure Services

This paper examines the complex relationships among technological innovation, technological anxiety, perceived value and customer experience within the leisure services environment. Its main objectives are to explore the direct impact of technological innovation on customer experience and perceived value, as well as the direct impact of technological anxiety on customer experience and perceived value. Additionally, the study aims to examine the mediating role of perceived value and assess the moderating effects of technological anxiety. Data were gathered from 423 respondents using a survey questionnaire between May and July 2024 and examined using SEM. The main findings show that technological anxiety significantly increases both customer experience and perceived value. Technological anxiety positively influences both customer experience and perceived value, suggesting that overcoming technological challenges can increase customer satisfaction. Perceived value acts as a mediator in the relationships between technological anxiety and customer experience and between technological innovation and customer experience. Furthermore, the interaction between technological anxiety and technological innovation positively influences perceived value. The main findings highlight the need to continuously invest in advanced technologies, effectively manage technological anxiety and emphasize value-added benefits to increase customer satisfaction with entertainment services. These f indings provide practical guidance for service providers seeking to leverage technological advances to create exceptional customer experiences.