Increasingly, e-skills are required to enable effective use of digital technologies. The present paper examines the influence of e-skills on use of e-services in the hospitality industry. We employ a conditional mixed-process approach and the results of a residential survey in Kosovo to investigate whether e-skills boost e-services in hospitality. Our findings suggest that e-skills are important to explain different behaviors related to use of e-services. The facilitating conditions, expected performance, social influences and perceived value of the services have a positive impact while perceived risks to privacy have a negative impact on behavioral intention. We also find that gender and income have a positive effect on both behavioral use and behavioral intention while age has no effect on either dimension.

The aim of this research is to identify the main determinants of Kosovo outbound tourists influencing the use of e-services in the hospitality industry. To test hypotheses, we used Partial Least Squares Path Modeling (PLS-PM). Findings suggest that the intention of Kosovo outbound tourists to use e-services in the hospitality industry is influenced positively by performance expectancy, facilitating conditions, perceived value, and satisfaction with information quality. We found that expected effort and social influence have no impact on the intention to use e-services. The relationship between users’ behavioral intentions and satisfaction with the information provided and real use behavior is confirmed. The perceived value depends on cost-savings, enjoyment and convenience from the use of e-services in hospitality.