Self-service technology effectiveness: the role of design features and individual traits

2007 ◽  
Vol 35 (4) ◽  
pp. 492-506 ◽  
Author(s):  
Zhen Zhu ◽  
Cheryl Nakata ◽  
K. Sivakumar ◽  
Dhruv Grewal
Keyword(s):  
Design Features ◽  
Individual Traits ◽  
Technology Effectiveness ◽  
Self Service ◽  
Self Service Technology

The role of other customers during self-service technology failure

2016 ◽  
Vol 11 (4) ◽  
pp. 695-715 ◽  
Author(s):  
Youjae Yi ◽  
Seo Young Kim
Keyword(s):  
Self Service ◽  
Self Service Technology

Investigating user continuance intention toward library self-service technology

2019 ◽  
Vol 37 (3) ◽  
pp. 401-417 ◽  
Author(s):  
Chorng-Guang Wu ◽  
Pei-Yin Wu
Keyword(s):  
Central Element ◽  
Public Library ◽  
Continuance Intention ◽  
Content Type ◽  
Use Of Technology ◽  
Self Service ◽  
Using Data ◽  
Self Service Technology ◽  
Expectation Confirmation

Purpose The purpose of this paper is to apply expectation-confirmation theory (ECT) and the unified theory of acceptance and use of technology (UTAUT) to identify potential determinants of library patrons’ intention to continue using (continuance) self-issue and return systems for borrowing and returning books. The role of continuance is specifically interesting and is well-established in the literature of information systems (ISs) and marketing because continuance is considered to be the central element for the survival of ISs and of self-service technology (SST). However, the role of continuance has been neglected by researchers studying library SST adoption. Design/methodology/approach A research model integrating the expectation-confirmation model of IS continuance with UTAUT was developed and empirically validated using data obtained from a field survey involving 128 active users of a self-issue and return system at a public library in Taiwan. Findings Library patrons’ continuance intention was affected by their post-adoption expectation of perceived performance, effort performance and facilitating conditions as well as their satisfaction when using self-issue and return systems. Moreover, a patron satisfaction level was influenced by performance expectancy and confirmation of initial expectations, whereas confirmation had a positive effect on all post-adoption expectations. Originality/value This study broadens perspectives on SST adoption behavior in the library context by identifying some factors that influence library patrons’ continuance decisions. Furthermore, the authors verified the applicability and predictability of the theoretical integration of ECT with UTAUT in a diverse setting because the authors sought survey participants outside of the college population.

scholarly journals Using technology to enhance and encourage dance-based exercise

2021 ◽  
Author(s):  
Alethea Blackler ◽  
Shital Desai ◽  
Levi Swann ◽  
Marianella Chamorro-Koc ◽  
Gene Moyle ◽  
...  
Keyword(s):  
Public Health ◽  
Physical Activity ◽  
Computer Science ◽  
Research Approach ◽  
Men And Women ◽  
Self Service ◽  
Self Service Technology ◽  
Significant Opportunity

This study investigated the role of Self-Service Technologies (SSTs) in dance-based exercise in order to begin exploring the motivations behind the use (or not) of SSTs by ordinary men and women in this context. The research approach employed interviews to gain insights into participants’ use of SSTs and their exercise practices, in order to start establishing ways in which dance can be re/incorporated into people’s lives through the design of appropriate SSTs. Findings from this study highlight the significant opportunity to further explore how the properties of music and dance can be integrated into the design of new SSTs. Literature suggests dance could be a beneficial exercise format for many people and self-service technology abounds for exercise but is often not used consistently. Our interviews asked participants about dance-based exercise and SSTs for exercise and showed that there is an opportunity to design SSTs to help people access dance-based exercise. SSTs should help people learn dance, build confidence, and dance alone or with others. SSTs could facilitate movement and increase engagement with physical activity whilst addressing issues around logistics, confidence and dance knowledge and experience. Keywords: Public health, Computer science

Mandatory use of technology-based self-service: does expertise help or hurt?

2015 ◽  
Vol 49 (1/2) ◽  
pp. 190-211 ◽  
Author(s):  
Machiel J. Reinders ◽  
Ruud Frambach ◽  
Mirella Kleijnen
Keyword(s):  
Policy Makers ◽  
Content Type ◽  
Use Of Technology ◽  
Service Type ◽  
Self Service ◽  
Self Service Technology ◽  
Positive Word Of Mouth ◽  
Mandatory Use ◽  
Insight Into

Purpose – This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the use-related outcomes of technology-based self-service (TBSS). Design/methodology/approach – This empirical study pertains to the mandatory use of a national public transport chip card in The Netherlands based on a sample of 267 users of this TBSS. Findings – The findings show that technology experts experienced a less positive disconfirmation of expectations and reported less positive evaluations of the new self-service than technology novices. Technology experts also showed lower intentions to engage in positive word-of-mouth than technology novices. The evaluation of the self-service by technology novices is more positive for those that are service experts as compared to service novices, while the evaluation by technology experts is more negative for those that are service experts as compared to service novices. Research limitations/implications – This study provides insight into how different types and levels of customer expertise affect individuals’ assessments of a TBSS upon its mandatory use. Practical implications – For marketing managers and public policy-makers, understanding the multifaceted role of customer expertise enables more effective market segmentation and targeting, thus improving implementation of TBSS. Originality/value – This research suggests that customers’ technology and service expertise have some counter-intuitive effects on TBSS use-related outcomes.

scholarly journals Role of Situational Dependence in the Use of Self-Service Technology

2020 ◽  
Vol 12 (11) ◽  
pp. 4653 ◽  
Author(s):  
Cheolho Yoon ◽  
Byongcheon Choi
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Use Of Self ◽  
Perceived Ease Of Use ◽  
Self Service ◽  
Self Service Technology

Although numerous studies have been conducted on the use of self-service technology (SST), little is known about the importance of the situation for individuals’ acceptance of SSTs. This study proposed the situational dependency construct and analyzed the role of the construct in the use of SSTs. To conduct an empirical analysis, a research model combining the situational dependency variable with the perceived usefulness and perceived ease of use of the technology acceptance model variables, which are the most frequently used in studies related to SSTs, was developed. A total of 213 valid data were collected through questionnaires and analyzed using confirmatory factor analysis and path analysis through structural equation modeling. The results showed that situational dependence influenced attitude toward using along with perceived ease of use and perceived usefulness and that situational dependence had a strong influence on intention to use. This study provides strategic insight for practitioners to lead acceptance of SSTs.

Sign in / Sign up

Export Citation Format

Share Document