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

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  • 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
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    References listed on IDEAS

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    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.
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    Cited by:

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    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. 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.
    4. 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).
    5. 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.
    6. 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).
    7. 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.
    8. 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).
    9. 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).
    10. 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.
    11. 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).
    12. 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.
    13. 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.
    14. 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.
    15. 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.
    16. 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).
    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. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
    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.

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