scholarly journals Four Flavours of Customers: A dual-system perspective on self-service technology use

2021 ◽  
Vol 25 ◽  
Author(s):  
Esko Penttinen ◽  
Tapani Rinta-Kahila
Keyword(s):  
Technology Acceptance ◽  
Cognitive Processing ◽  
Technology Use ◽  
Real Life ◽  
Situational Factors ◽  
Choice Situation ◽  
System Perspective ◽  
Processing Styles ◽  
Self Service ◽  
Self Service Technology

Self-service technologies (SSTs) increasingly permeate retail spaces. To make their SST investments worthwhile, retailers need to turn enough customers into SST users. Previous research has uncovered the significance of habitual behaviour stemming from prior experience and situational factors from the environment on SST use. However, consumers are likely to vary regarding the extent they are driven by either habit or situational factors, suggesting that different types of consumers might exist in this regard. In this paper, we probe these consumer types in a real-life choice situation by studying the choice of selecting a checkout option (either staffed or self-checkout). We conduct a field study employing mixed qualitative methods by observing and interviewing customers checking out from retail stores. We discover four distinct customer types regarding the extent of reflexive (automatic) and reflective (deliberate) processing they use in their checkout selection: habitual traditional checkout users, habitual SCO users, situational users, and drifting users. We discuss the implications of our findings by linking the cognitive processing styles to the different stages of technology acceptance. Our main contribution lies in the development of a typology of consumers based on their selection between SST and human-delivered service.

Managing self-service technology service quality to enhance e-satisfaction

2015 ◽  
Vol 7 (4) ◽  
pp. 373-391 ◽  
Author(s):  
Sakun Boon-itt
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Structural Equation ◽  
Perceived Value ◽  
Situational Factors ◽  
Content Type ◽  
Technology Service ◽  
Antecedents And Consequences ◽  
Self Service ◽  
Self Service Technology

Purpose – The purpose of this paper is to address, by integrating the self-service technology (SST) adoption and technology acceptance models, the service quality of self-service technologies (SQ-SSTs) by empirically testing a comprehensive model that capture the antecedents and consequences of SQ-SSTs to predict e-satisfaction in the context of digital banking in Thailand. Design/methodology/approach – A questionnaire was constructed and responses were obtained from 222 respondents who have a complete digital banking experience (both online and mobile banking). Hypotheses were tested using structural equation modelling, following a mediating analysis process. Findings – Results show that technology readiness (TR) as the antecedent has an influence on SQ-SSTs, which in turn improve e-satisfaction. The paper also found that even though SQ-SSTs can positively influence e-satisfaction, perceived value partial mediates the link between SQ-SSTs and e-satisfaction. Research limitations/implications – Further research should investigate the possible influence that some situational factors may have on the model. Factors, such as waiting time and the presence of other customers, should be taken into consideration in future studies. Practical implications – Managers may, therefore, particularly wish to consider TR and customers’ perceived value when trying to offer SSTs to the customer. Originality/value – The results contribute to the literature in information systems and service marketing by highlighting a key mechanism through which firms can enhance SQ-SSTs and e-satisfaction.

RECENT RELATED RESEARCH IN TECHNOLOGY ACCEPTANCE MODEL: A LITERATURE REVIEW

2012 ◽  
Vol 01 (09) ◽  
pp. 124-127
Author(s):  
Shih-Chih Chen ◽  
Shing-Han Li ◽  
Chien-Yi Li
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Critical Role ◽  
Research Direction ◽  
Future Research ◽  
Electronic Learning ◽  
Electronic Service ◽  
Self Service ◽  
Acceptance Model ◽  
Self Service Technology

Technology Acceptance Model is widely applied to access users’ usage in various information system/information technology areas. Learning the critical role of Technology Acceptance Model can guide researchers to design different users’ interface for different online customers, and consequently achieve high user usage in different application areas. This study reviewed 24 studies to understand the past, now and future of Technology Acceptance Model. We discussed the related studies to clarify the extension of Technology Acceptance Model. Besides, the application areas are elaborated including electronic service, mobile data service, self-service technology, electronic learning and so on. Finally, the article concluded the conclusions and future research direction.

Why wait? Impact of waiting lines on self-service technology use

2015 ◽  
Vol 27 (6) ◽  
pp. 1181-1197 ◽  
Author(s):  
Alinda Kokkinou ◽  
David A. Cranage
Keyword(s):  
Technology Use ◽  
Service Providers ◽  
The Self ◽  
Content Type ◽  
Service Employee ◽  
Binary Dependent Variable ◽  
Self Service ◽  
Self Service Technology ◽  
Number Of Customers ◽  
Waiting Lines

Purpose – The purpose of the present study is to examine the effect of waiting lines on customers’ decisions between using a self-service alternative and using a service employee. As self-service technologies are expensive and time-consuming to design and implement, service providers need to understand what drives customers to use them. Service operators have the most control over waiting lines and flexibility in expanding capacity, either by adding service employees or by adding self-service kiosks. Design/methodology/approach – The study used online scenario-based surveys following a 4 (number of customers waiting for the self-service technology) × 4 (number of customers waiting for the service employee) design. A binary dependent variable was used to record participants’ choice of service delivery alternative. Findings – Using logistic regression, the authors found that customers are increasingly motivated to use self-service technology as the waiting line for the service employee grows longer. This effect is influenced by perceived usefulness, anticipated quality of the self-service technology, need for interaction and technology anxiety. Research limitations/implications – This study should be replicated in a real-world setting where actual behavior, and not only intention, can be measured. Practical implications – The study provides guidance on how service providers can design their service to take advantage of the motivating effect of waiting lines on usage of self-service technology. Originality/value – The present study is the first to combine a scenario-based experiment with a binary dependent variable to isolate the impact of waiting lines on the choice between using a self-service technology and using a service employee. The use of the binary dependent variable overcomes the ambiguity of extrapolating from a continuous measure of intention to draw conclusions about behavior, a binary variable.

scholarly journals Factors Affecting Sustainable Intention to Use Mobile Banking Services

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110299
Author(s):  
Phaninee Naruetharadhol ◽  
Chavis Ketkaew ◽  
Niracha Hongkanchanapong ◽  
Piranat Thaniswannasri ◽  
Techin Uengkusolmongkol ◽  
...  
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
Equation Modeling ◽  
Intention To Use ◽  
Mobile Banking ◽  
Banking Services ◽  
Factors Affecting ◽  
Self Service ◽  
Acceptance Model ◽  
Self Service Technology

This study aims to (a) identify perception factors that affect current mobile banking (M-banking) consumers’ continuous use of the technology, (b) explain the self-service technology (STT) dimensions that affect customers’ behavioral intention, and (c) be able to offer recommendations to the banking industry or other organizations related to M-banking in terms of developing M-banking services in the future. Analyzed data were collected from 688 existing Thai M-banking users through online questionnaires. This study used the SPSS and AMOS statistical programs to analyze the data by applying structural equation modeling based on SSTs’ service qualities and the technology acceptance model (TAM). From the results, this analysis shows positive and significant relationships among SSTs’ service qualities, perception, and sustainable intention to use M-banking services. This study provides vital knowledge related to essential characteristics of M-banking as an STT that could assist banking institutions and application providers in enhancing their M-banking products. Moreover, this study adds to the knowledge area of SSTs’ service qualities in financial mobile application dimensions.

Attitudinal and Situational Determinants of Self-Service Technology Use

2013 ◽  
Vol 40 (2) ◽  
pp. 236-265 ◽  
Author(s):  
Haemoon Oh ◽  
Miyoung Jeong ◽  
Seonjeong (Ally) Lee ◽  
Rodney Warnick
Keyword(s):  
Technology Use ◽  
Self Service ◽  
Self Service Technology
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