IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v18y2011i5p414-421.html
   My bibliography  Save this article

Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes

Author

Listed:
  • Gelderman, Cees J.
  • Ghijsen, Paul W.Th.
  • van Diemen, Ronnie

Abstract

Many companies have introduced self-service technologies (SSTs) although not every customer wants to use or is able to use new technologies. This study aims to explain the actual use of SSTs by analysing a framework based on antecedents derived from the social cognitive theory, such as role clarity, perceived crowdedness, and need for interaction, and technology readiness dimensions.

Suggested Citation

  • Gelderman, Cees J. & Ghijsen, Paul W.Th. & van Diemen, Ronnie, 2011. "Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 414-421.
    • Handle: RePEc:eee:joreco:v:18:y:2011:i:5:p:414-421
    DOI: 10.1016/j.jretconser.2011.06.003
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698911000579
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2011.06.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Meuter, Matthew L. & Ostrom, Amy L. & Bitner, Mary Jo & Roundtree, Robert, 2003. "The influence of technology anxiety on consumer use and experiences with self-service technologies," Journal of Business Research, Elsevier, vol. 56(11), pages 899-906, November.
    2. Lu, Jin-Long & Chou, Hung-Yen & Ling, Pei-Chuan, 2009. "Investigating passengers' intentions to use technology-based self check-in services," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 45(2), pages 345-356, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chen, Ching-Fu & White, Christopher & Hsieh, Yi-En, 2020. "The role of consumer participation readiness in automated parcel station usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    2. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
    3. Li, Mingfei & Huang, Shanshan, 2022. "Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    4. 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.
    5. Wang, Xueqin & Wong, Yiik Diew & Sun, Shanshan & Yuen, Kum Fai, 2022. "An investigation of self-service technology usage during the COVID-19 pandemic: The changing perceptions of ‘self’ and technologies," Technology in Society, Elsevier, vol. 70(C).
    6. Bradley, Gregory T. & LaFleur, Elizabeth K., 2016. "Toward the development of hedonic-utilitarian measures of retail service," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 60-66.
    7. Simran Jit Kaur & Liaqat Ali, 2021. "Understanding bank employees’ perception towards technology enabled banking: a developing country perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(3), pages 129-143, September.
    8. repec:thr:techub:10033:y:2022:i:1:p:357-371 is not listed on IDEAS
    9. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    10. Nicholas O Mantey & Vannie Naidoo, 2018. "Emerging Information Technologies and Delivering of Service Quality to Air Passengers: Case of South African Own-Registered Airlines," Journal of Economics and Behavioral Studies, AMH International, vol. 10(1), pages 194-206.
    11. Chun Liu & Kam Hung, 2020. "A comparative study of self-service technology with service employees: a qualitative analysis of hotels in China," Information Technology & Tourism, Springer, vol. 22(1), pages 33-52, March.
    12. Emmanuel Obeng-Ayisi & Charles Quansah & Ronald Osei Mensah & Andrews Acquah, 2022. "An Investigation into Factors Impacting on Customer Decision to Adopt E-Banking: Viewpoints of GCB Customers," Technium Social Sciences Journal, Technium Science, vol. 33(1), pages 357-371, July.
    13. 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.
    14. Chen, Nuoya & Mohanty, Smaraki & Jiao, Jinfeng & Fan, Xiucheng, 2021. "To err is human: Tolerate humans instead of machines in service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    15. El Barachi, May & Salim, Taghreed Abu & Nyadzayo, Munyaradzi W. & Mathew, Sujith & Badewi, Amgad & Amankwah-Amoah, Joseph, 2022. "The relationship between citizen readiness and the intention to continuously use smart city services: Mediating effects of satisfaction and discomfort," Technology in Society, Elsevier, vol. 71(C).
    16. Park, Hyun Jung & Zhang, Yining, 2022. "Technology readiness and technology paradox of unmanned convenience store users," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    17. Di Pietro, Loredana & Pantano, Eleonora & Di Virgilio, Francesca, 2014. "Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 844-850.
    18. Hyeon Mo Jeon & Hye Jin Sung & Hyun Young Kim, 2020. "Customers’ acceptance intention of self-service technology of restaurant industry: expanding UTAUT with perceived risk and innovativeness," Service Business, Springer;Pan-Pacific Business Association, vol. 14(4), pages 533-551, December.
    19. Demirkan, Haluk & Spohrer, Jim, 2014. "Developing a framework to improve virtual shopping in digital malls with intelligent self-service systems," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 860-868.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gures, Nuriye & Inan, Hilal & Arslan, Seda, 2018. "Assessing the self-service technology usage of Y-Generation in airline services," Journal of Air Transport Management, Elsevier, vol. 71(C), pages 215-219.
    2. Filimonau, Viachaslau & Högström, Michaela, 2017. "The attitudes of UK tourists to the use of biofuels in civil aviation: An exploratory study," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 84-94.
    3. Talukder, Md. Shamim & Sorwar, Golam & Bao, Yukun & Ahmed, Jashim Uddin & Palash, Md. Abu Saeed, 2020. "Predicting antecedents of wearable healthcare technology acceptance by elderly: A combined SEM-Neural Network approach," Technological Forecasting and Social Change, Elsevier, vol. 150(C).
    4. Chen, Chia-Chen & Chang, Chin-Hsuan & Hsiao, Kuo-Lun, 2022. "Exploring the factors of using mobile ticketing applications: Perspectives from innovation resistance theory," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    5. Park, JungKun & Ahn, Jiseon & Thavisay, Toulany & Ren, Tianbao, 2019. "Examining the role of anxiety and social influence in multi-benefits of mobile payment service," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 140-149.
    6. Chang, Hsin-Li & Yang, Cheng-Hua, 2008. "Explore airlines’ brand niches through measuring passengers’ repurchase motivation—an application of Rasch measurement," Journal of Air Transport Management, Elsevier, vol. 14(3), pages 105-112.
    7. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    8. Sheehan, Ben & Jin, Hyun Seung & Gottlieb, Udo, 2020. "Customer service chatbots: Anthropomorphism and adoption," Journal of Business Research, Elsevier, vol. 115(C), pages 14-24.
    9. Mahmud, Hasan & Islam, A.K.M. Najmul & Ahmed, Syed Ishtiaque & Smolander, Kari, 2022. "What influences algorithmic decision-making? A systematic literature review on algorithm aversion," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    10. Lionel Nicod & Sylvie Llosa, 2018. "How should customers be trained in their role as coproducers? The influence of training and its characteristics on the benefits of coproduction," Post-Print hal-03513344, HAL.
    11. Homayounfard, Amir & Zaefarian, Ghasem, 2022. "Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships," Journal of Business Research, Elsevier, vol. 139(C), pages 1284-1302.
    12. Siti Salwa Mohd Ishak & Sidney Newton, 2018. "Testing a Model of User Resistance Towards Technology Adoption in Construction Organizations," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1-27, December.
    13. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    14. Tao Zhang & Chao Feng & Hui Chen & Junjie Xian, 2022. "Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2277-2292, December.
    15. Laurentiu Mincu & Thorsten Gruber, 2013. "Exploring the Factors Influencing the Intention to Use Self-Service Technologies: An Eastern European Perspective," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 59-84, December.
    16. Müller-Seitz, Gordon & Dautzenberg, Kirsti & Creusen, Utho & Stromereder, Christine, 2009. "Customer acceptance of RFID technology: Evidence from the German electronic retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 31-39.
    17. Saeed, Tariq Usman & Burris, Mark W. & Labi, Samuel & Sinha, Kumares C., 2020. "An empirical discourse on forecasting the use of autonomous vehicles using consumers’ preferences," Technological Forecasting and Social Change, Elsevier, vol. 158(C).
    18. Som Sekhar Bhattacharyya & Arvind Sahay & Arunaditya Sahay, 2022. "The Quest for Competitive Advantage: The Role of Technology Depth and Breadth at the Customer Interface," Vikalpa: The Journal for Decision Makers, , vol. 47(4), pages 274-287, December.
    19. Garaus, Marion & Wolfsteiner, Elisabeth & Wagner, Udo, 2016. "Shoppers' acceptance and perceptions of electronic shelf labels," Journal of Business Research, Elsevier, vol. 69(9), pages 3687-3692.
    20. Kamoonpuri, Sana Zehra & Sengar, Anita, 2023. "Hi, May AI help you? An analysis of the barriers impeding the implementation and use of artificial intelligence-enabled virtual assistants in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:18:y:2011:i:5:p:414-421. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.