Consumers’ Behavioral Intentions Toward Self-Service Technology in the Emerging Markets

2012 ◽  
Vol 25 (5) ◽  
pp. 241-261 ◽  
Author(s):  
Gurjeet Kaur ◽  
Sangeeta Gupta
Keyword(s):  
Emerging Markets ◽  
Behavioral Intentions ◽  
Self Service ◽  
Self Service Technology

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

Routes to Market

2015 ◽  
pp. 242-259
Keyword(s):  
Emerging Markets ◽  
Value Chain ◽  
First Century ◽  
Global Marketplace ◽  
Marketing Technology ◽  
Vending Machines ◽  
Consumer Experiences ◽  
Sustainable Value ◽  
Self Service ◽  
Self Service Technology

Emerging markets are characterized in the twenty-first century with several routes to markets providing convenience of shopping across the competing companies. It has been argued that the changing shopping environment demonstrates new opportunities and challenges for retailers and consumers. Self-service technology has deeply penetrated the retailing of products, and services and consumers are well acquainted with shopping through vending machines and teller machines in most countries. Discussions in the chapter explore the future of technology-led retailing and consumer experiences against the psychographic limitations. As the competition is growing in the global marketplace, most companies are involving consumers to co-create the marketing technology and guide the consumerism in the market. Hence, this chapter delineates that firms are fostering to develop sustainable value chain by building local capacity through 4As, comprising awareness, acceptance, adaptability, and affordability, as a measure of co-creation.

Understanding the differences of public and private self-service technology

2014 ◽  
Vol 28 (1) ◽  
pp. 60-70 ◽  
Author(s):  
Joel E. Collier ◽  
Daniel L. Sherrell ◽  
Emin Babakus ◽  
Alisha Blakeney Horky
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Equation Modeling ◽  
Public And Private ◽  
Content Type ◽  
Private And Public ◽  
Self Service ◽  
Self Service Technology ◽  
Individual Self ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology. Design/methodology/approach – Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings. Findings – The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology. Practical implications – For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer. Originality/value – By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

scholarly journals Customer Roles in Self-Service Technology Encounters in a Tourism Context

2016 ◽  
Vol 34 (2) ◽  
pp. 222-238 ◽  
Author(s):  
Petranka Kelly ◽  
Jennifer Lawlor ◽  
Michael Mulvey
Keyword(s):  
Self Service ◽  
Self Service Technology
Sign in / Sign up

Export Citation Format

Share Document