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.

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.

Teach Less and Learn More

2021 ◽  
Vol 2 (1) ◽  
pp. 29-42
Author(s):  
Ratneswary Rasiah ◽  
Sotheeswari Somasundram ◽  
Kelly Pei Leng Tee ◽  
Jason James Turner
Keyword(s):  
Instructional Technology ◽  
Learning Experience ◽  
Skills Gap ◽  
Policy Makers ◽  
Use Of Technology ◽  
Learning Development ◽  
The Individual ◽  
The Impact ◽  
Insight Into

This study aims to investigate the impact of assessments and instructional technology on a students' learning experience and the development of their graduate capabilities. In a disruptive employment market where there appears to be a mis-match between employer expectations and the graduate skill-set, the onus has fallen upon education providers to better align the capabilities taught in school with employer and employment market expectations. Using a survey-based approach to collect 118 responses, this research revealed the positive and significant roles played by assessments and technology in enhancing students' learning development of graduate capabilities, with the use of technology identified as the stronger influencer on student learning. The findings of this study are beneficial to educators and policy makers, providing insight into the individual and collective role of assessment(s) and embedding technology into the curriculum as means to address the skills gap which should inform further research into the graduate skills conundrum.

Does social class matter in recovering self-service technology failures?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Heewon Kim ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Social Class ◽  
Current Knowledge ◽  
Service Level ◽  
Analysis Of Covariance ◽  
Survey Method ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Subjective Social Class ◽  
Positive Word Of Mouth

Purpose This paper aims to examine the interaction effect among the subjective social class, service level and recovery type on post-failure service evaluations (recovery satisfaction and willingness to spread positive word-of-mouth). Design/methodology/approach A total of 270 US consumers were recruited via Amazon MTurk. This study adopted a 2 (Subjective social class: high vs low) × 2 (Service level: luxury vs mid-scale) × 2 (Recovery type: customer self-recovery vs joint recovery) between subjects’ factorial design using a scenario-based survey method. Findings The results from the three-way multivariate analysis of covariance confirmed that a joint recovery is ineffective for high subjective social class individuals in a mid-scale hotel setting. Moreover, the moderated mediation analysis revealed that this tendency can be explained by high subjective social class individuals’ tendency to attribute blame externally to self-service technologies (SSTs). Practical implications The results of this study suggest that mid-scale hotels should deploy employees in the SST service area based on the profile of their main customers. If a mid-scale hotel is positioning itself to appeal to high subjective social class customers, then employees should be aware of the fact that customers may not be highly satisfied if they receive assistance. Originality/value This study expands the current knowledge on customers’ psychological differences based on subjective social class. Furthermore, the findings of this study contribute to academia by providing evidence of external attribution among high subjective social class individuals.

Service innovation and usage intention: a cross-market analysis

2015 ◽  
Vol 26 (3) ◽  
pp. 516-538 ◽  
Author(s):  
Yen-Ting Helena Chiu ◽  
Katharina Maria Hofer
Keyword(s):  
Social Influence ◽  
Emerging Market ◽  
Global Perspective ◽  
Content Type ◽  
Personal Innovativeness ◽  
Performance Expectancy ◽  
Use Of Technology ◽  
Self Service ◽  
Facilitating Conditions ◽  
Self Service Technology

Purpose – The purpose of this paper is to investigate market-contextual variations in consumers’ self-service technology (SST) usage intentions. Design/methodology/approach – Applications of the unified theory of acceptance and use of technology support the exploration of antecedents of usage intention for SSTs in two market contexts, through a survey among Taiwanese and Austrian college students. The cross-cultural nature of the study suggested the need for factor analyses to evaluate measurement equivalence. A Chow-Test confirmed structural stability, followed by regression analysis and independent samples t-tests to confirm the hypotheses. Findings – Substantial differences arise across market contexts that shape usage intentions. In a collectivistic, emerging market context (Taiwan), performance expectancy, effort expectancy, social influence, facilitating conditions, and personal innovativeness significantly influence usage intention. In an individualistic, advanced market context (Austria), only performance expectancy and social influence have significant impacts on usage intention. Personal innovativeness moderates only the relationship between performance expectancy and usage intention. Practical implications – The findings suggest that usage intention is subject to the market environment in which the technology is introduced. Consumers are influenced by the local and institutional-cultural environment. Originality/value – Globalization has accelerated the launch of retail services innovations. It is imperative to understand consumers’ usage intentions from a global perspective. This study advances SST research by analyzing and comparing adoption behavior in an advanced vs emerging market setting.

Determinants of Muslims’ willingness to pay for halal certified food

2019 ◽  
Vol 11 (6) ◽  
pp. 1225-1243 ◽  
Author(s):  
Seyed Mehrshad Parvin Hosseini ◽  
Maryam Mirzaei ◽  
Mohammad Iranmanesh
Keyword(s):  
Willingness To Pay ◽  
Religious Commitment ◽  
Policy Makers ◽  
Content Type ◽  
Halal Food ◽  
The Relationship ◽  
Positive Effect ◽  
Moderating Role ◽  
Insight Into

Purpose This study aims to investigate the factors that motivate Muslim consumers to pay for halal-certified food. Design/methodology/approach Data were collected through a survey of 272 Muslim consumers in Malaysia. The data were analyzed using the partial least squares technique. Findings The results showed that animal slaughter, halal logo, food quality and religious commitment have a positive effect on the willingness to pay for halal food. Religious commitment positively moderates the relationship between storage and transportation and the willingness to pay for halal-certified food. Practical implications Policy makers as well as managers of halal food companies can benefit from this study which provides insight into ways to increase demand for halal food. Originality/value The findings contribute to the literature on halal foods by illustrating the factors that determine Muslim consumers’ willingness to pay for halal food. This study also extends the literature by testing the moderating role of religious commitment.

Financial access and economic development: the moderating role of financial consumer protection

2019 ◽  
Vol 15 (4) ◽  
pp. 406-424 ◽  
Author(s):  
Maryam Kriese ◽  
Joshua Yindenaba Abor ◽  
Elikplimi Agbloyor
Keyword(s):  
Economic Development ◽  
World Bank ◽  
Financial Literacy ◽  
Compliance Monitoring ◽  
Financial Access ◽  
Policy Makers ◽  
Content Type ◽  
The World Bank ◽  
Moderating Role

Purpose The purpose of this paper is to examine the moderating role of financial consumer protection (FCP) in the access–development nexus. Design/methodology/approach The study is based on cross-country data on 102 countries surveyed in the World Bank Global Survey on FCP and Financial Literacy (2013). The White heteroscedasticity adjusted regressions and Two-stage least squares regressions (2SLS) are used for the estimation. Findings Interactions between FCP regulations that foster fair treatment, disclosure, dispute resolution and recourse and financial access have positive net effects on economic development. However, there is no sufficient evidence to suggest that interactions between financial access and enforcement and compliance monitoring regulations have a significant effect on economic development. Practical implications First, policy makers should continue with efforts aimed at instituting FCP regimes as part of strategies aimed at broadening access to financial services for enhanced economic development. Second, instituting FCP regimes per se may not be enough. Policy makers need to consider possible intervening factors such as the provision of adequate resources and supervisory authority, for compliance monitoring and enforcement to achieve the expected positive effect on economic development. Originality/value This study extends evidence in the law–finance–growth literature by providing empirical evidence on the effect of legal institution specific to the protection of retail financial consumers on the access–development nexus using a nouvel data set, the World Bank Global survey on FCP and Financial Literacy (2013).

scholarly journals The role of uniqueness in destination branding: the case of historical Portsmouth harbor

2015 ◽  
Vol 10 (2) ◽  
pp. 198-213 ◽  
Author(s):  
Alexandros Apostolakis ◽  
Shabbar Jaffry ◽  
Faye Sizeland ◽  
Adam Cox
Keyword(s):  
Competitive Advantage ◽  
Design Methodology ◽  
Regional Level ◽  
Destination Branding ◽  
Policy Makers ◽  
Content Type ◽  
City Brand ◽  
High Profile ◽  
Local Resources

Purpose – The purpose of this paper is to examine the potential for utilizing a unique resource, such as the Historic Portsmouth Harbor, in order to differentiate the local brand. Design/methodology/approach – The objective of the paper is to examine the role of unique local resources and attractions as a source of competitive advantage through destination branding. Findings – The main findings of the paper indicate that policy makers and destination managers should more proactively utilize the unique elements of the Historic Portsmouth Harbor “brand,” as opposed to the commonplace “waterfront city” brand. This could be achieved by staging events of international significance or through a bid for gaining world heritage status. In addition to that, the paper argues that in order for this branding initiative to have a higher impact, a prominent high profile individual should be appointed. This individual could act as a leader or “brand ambassador” in order to attract stakeholder interest and participation. Originality/value – The paper could be of value to destination managers and marketing organizations in a local, sub-regional and regional level.

What makes court-referred mediation effective?

2014 ◽  
Vol 25 (1) ◽  
pp. 21-37 ◽  
Author(s):  
Amira Galin
Keyword(s):  
Design Methodology ◽  
Content Type ◽  
Process And Outcome ◽  
Refusal To Participate ◽  
The Impact ◽  
Practical Implications ◽  
Theoretical Insight ◽  
Insight Into ◽  
Low Rate

Purpose – The purpose of this paper is to obtain insight into court-referred mediation in the Israeli Labor Courts, by analyzing its processes and outcomes, as a function of tactics used by both the disputants and the mediator. Design/methodology/approach – Observation of 103 court-referred mediations, for each of which a detailed process and outcome were documented. Data on disputants' refusal to participate in the mediation was also collected. At the end of each mediation case, disputants were given a questionnaire in which they expressed their satisfaction with the outcome and their evaluation of the mediator's contribution. Findings – A low rate of refusal to participate in court-referred mediation was found. Also, the higher the ratio of soft tactics to pressure tactics employed (by all parties involved) during the process, the higher the rate of agreements. Mediators use significantly more soft tactics than disputants, and are more active in using tactics. The two significant variables that predict the mediation's agreement are the ratio between soft tactics to pressure tactics used by all parties, and mediator contribution to the process. Practical implications – The significant role of soft tactics in the process, outcome, and satisfaction of court-referred mediation may serve as a guideline for disputants and mediators. Originality/value – This unique research, which examines the impact of tactics on court-referred mediation, may provide added and significant theoretical insight into its process and outcome, as well as a better understanding of other “hybrid” (compulsory at the beginning, voluntary at the end) mediations.

The mediating role of fairness on the effectiveness of strategic performance measurement systems

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kevin Baird ◽  
Sophia Xia Su ◽  
Nuraddeen Nuhu
Keyword(s):  
Performance Appraisal ◽  
Human Resource ◽  
Performance Measures ◽  
Content Type ◽  
Strategic Performance ◽  
Measurement Systems ◽  
Mediating Role ◽  
Performance Measurement Systems ◽  
Insight Into

PurposeThis study examines the mediating role of the fairness of performance appraisal on the association between the extent of use of strategic performance measurement systems (SPMSs) with SPMS effectiveness.Design/methodology/approachData were collected using an online survey distributed to 656 Australian middle and lower level managers.FindingsThe findings reveal that informational fairness mediates the association between SPMSs (link to value drivers and the use of multidimensional performance measures) with performance-related outcomes; procedural fairness mediates the association between SPMSs (link to strategy and the use of multidimensional performance measures) with staff-related outcomes and distributive fairness mediates the association between the use of SPMSs (all three types) with both performance and staff-related outcomes.Originality/valueThe study provides a unique insight into the importance of fairness (the distributive, informational and procedural fairness of the performance appraisal system) in mediating the associations between the extent of use of SPMSs and SPMS effectiveness. The findings contribute to the human resource management (HRM) “black box” literature by providing an insight into the behavioural mechanism through which a specific human resource management practice (i.e. the SPMS) influences organisational performance.

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.

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