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Self-scanning technologies in retail: Determinants of adoption

Author

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  • Gian Luca Marzocchi
  • Alessandra Zammit

Abstract

Self-scanning represents a form of customer participation in service creation, a form of self-service and a technology-based service delivery device. This study, conducted within the large-scale retail sector, pursues a dual aim: firstly, to assess the link between satisfaction with self-scanning and some of its possible antecedents; secondly we intend to determine whether satisfaction with this service has any impact on consumers' overall opinion of the supermarket and their intention to patronise the store with greater frequency. The data show that both the sense of control and hedonic component have a positive impact on satisfaction with self-scanning and further bring to light that service satisfaction is an antecedent both of customers' opinion of the supermarket and their intention to patronise the store more frequently.

Suggested Citation

  • Gian Luca Marzocchi & Alessandra Zammit, 2006. "Self-scanning technologies in retail: Determinants of adoption," The Service Industries Journal, Taylor & Francis Journals, vol. 26(6), pages 651-669, September.
    • Handle: RePEc:taf:servic:v:26:y:2006:i:6:p:651-669
    DOI: 10.1080/02642060600850790
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    Citations

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    Cited by:

    1. Lee, Hyun-Joo & Yang, Kiseol, 2013. "Interpersonal service quality, self-service technology (SST) service quality, and retail patronage," Journal of Retailing and Consumer Services, Elsevier, vol. 20(1), pages 51-57.
    2. Teresa Fernandes & Rui Pedroso, 2017. "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 69-92, March.
    3. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    4. Chen-Kuo Pai & Ze-Tian Wu & Seunghwan Lee & Jaeseok Lee & Sangguk Kang, 2022. "Service Quality of Social Media-Based Self-Service Technology in the Food Service Context," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
    5. Fei Gao & Xuanming Su, 2018. "Omnichannel Service Operations with Online and Offline Self-Order Technologies," Management Science, INFORMS, vol. 64(8), pages 3595-3608, August.
    6. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    7. Ayodeji, Yusuf & Rjoub, Husam & Özgit, Hale, 2023. "Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies," Technology in Society, Elsevier, vol. 72(C).
    8. Kallweit, Katrin & Spreer, Philipp & Toporowski, Waldemar, 2014. "Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 268-276.
    9. Halil Nadiri, 2011. "Customers’ zone of tolerance for retail stores," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 113-137, June.
    10. Elena Korchagina, 2019. "Consumers Attitudes to Innovations in Retail: A Case of Introducing the Self-Scanning Technology in Russia," Eurasian Journal of Business and Management, Eurasian Publications, vol. 7(3), pages 34-43.

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