Impacts of technology anxiety and perceived productivity on attitude toward self-service technology

2020 ◽  
Vol 28 (4) ◽  
pp. 480-491
Author(s):  
So Won Jeong ◽  
Jee-Sun Park
Keyword(s):  
Self Service ◽  
Self Service Technology ◽  
Technology Anxiety

Kiosks as self-service technology in hotels: opportunities and challenges

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kanika Gupta ◽  
Sanjay Sharma
Keyword(s):  
Human Interaction ◽  
Primary Data ◽  
Structured Interviews ◽  
Content Type ◽  
Hospitality Sector ◽  
Self Service ◽  
The Uk ◽  
Self Service Technology ◽  
Hotel Managers ◽  
Technology Anxiety

Purpose The advent of technology has played a crucial role in changing the landscape of the hospitality sector. One such technology is the adoption and installation of kiosks in hotels. While some of the hotels have adopted and installed kiosks for self-services, the other hotels are still not very comfortable with the idea of self-service. This paper aims to explore the possibilities, challenges and issues that hoteliers face while dealing with self-service kiosks, it further investigates the customer’s perspective and its benefits to the end-user. Design/methodology/approach This study has assimilated data from hotel managers and executives that have deployed kiosks. This study involved the collection of primary data through structured interviews. Eight different hotels from the UK and India have been compared and analyzed to formulate subcategories to answer the research questions. A total of 200 customers from both the countries were approached to get the primary data; the customers were from the same hotel where the hotel executives and managers were interviewed. Findings The customers accepted Kiosks as easy to use, fast to run, fun to operate, but, lacking human interaction and counter language issues were simultaneously discussed. Kiosks have been emerging as self-service technologies in hotels and play a key role in reducing bottlenecks in hotel operations. The technology anxiety and counter service argument is merely a transition phase that will fade away gradually. However, the financial feasibility and the level of adoption depend upon the level of operations and the demographic characteristics of customers. Research limitations/implications The dependence of data from the person interviewed and their biases for answers, along with the trust and credibility of the data available online remain the biggest challenge. Increasing the sample size and more participation from different hotels would have made the study even more useful. Originality/value The research seeks to eliminate the gap in research by studying both the hotels' and the customers' perspective toward kiosks deployment in hotels. The results of the study would highlight the potential challenges being faced by hotel operations and opportunities they perceive in kiosks installation, therefore the results are very useful for hotels, hoteliers, academicians and students pursuing a career in the hospitality sector.

Anxiety, crowding, and time pressure in public self-service technology acceptance

2014 ◽  
Vol 28 (1) ◽  
pp. 82-94 ◽  
Author(s):  
Katja Gelbrich ◽  
Britta Sattler
Keyword(s):  
Time Pressure ◽  
Ease Of Use ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Negative Effect ◽  
Self Service ◽  
Self Service Technology ◽  
The Impact ◽  
Technology Anxiety

Purpose – The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public. The study includes two context variables that are relevant in public settings: perceived crowding and perceived time pressure. Design/methodology/approach – A cross-sectional survey was conducted to reflect individual perceptions and intentions when initially using a self-checkout. The proposed relationships and interaction effects were examined using structural equation modeling. Findings – The analysis confirms the core relationships of the model (technology self-efficacy→technology anxiety→perceived ease of use→ intention to use) and yields three important results. First, technology anxiety has a direct negative effect on intention to use, which is greater than the indirect effect through the reduction of ease of use. Second, perceived crowding reinforces the negative effect of technology anxiety. Third, when perceived crowding coincides with perceived time pressure, technology anxiety almost completely inhibits the intention to use the SST in public. Research limitations/implications – Technology anxiety is examined as the only antecedent of perceived ease of use. Practical implications – Initial encounters to public self-service technologies should be provided in servicescapes that avoid or at least reduce perceptions of crowding and time pressure. Originality/value – The approach highlights the impact of technology anxiety on the acceptance of self-service technologies used in public by considering two context variables that are salient in public settings: perceived crowding and perceived time pressure.

CONSUMER ACCEPTANCE OF SELF-SERVICE TECHNOLOGY IN FASHION RETAIL STORES

2019 ◽  
Vol 2019 ◽  
pp. 440-440
Author(s):  
Jee-Sun Park ◽  
◽  
Sejin Ha ◽  
So Won Jeong
Keyword(s):  
Consumer Acceptance ◽  
Retail Stores ◽  
Fashion Retail ◽  
Self Service ◽  
Self Service Technology

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

Hilton Hotels Corporation Self-Service Technology

2008 ◽  
Vol 10 (2) ◽  
pp. 37-57 ◽  
Author(s):  
Charla Griffy-Brown ◽  
Mark W.S. Chun ◽  
Robert Machen
Keyword(s):  
Self Service ◽  
Self Service Technology
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