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Shadow work in self-service technologies usage: Scale development and validation

Author

Listed:
  • Park, Sang Cheol
  • Koh, Joon
  • Ryoo, Sung Yul
  • Lee, Dongwon
  • Lee, Woong-Kyu

Abstract

Self-service technologies (SST) have been frequently used as a part of routine service delivery options. These SSTs require consumers to perform unpaid work, effectively shifting some of the service labor to the consumer as a form of self-service. The purpose of this study is to conceptualize, develop, and validate scales of shadow work. Shadow work refers to the extent to which a consumer performs additional unpaid work via consumer labor technologies.

Suggested Citation

  • Park, Sang Cheol & Koh, Joon & Ryoo, Sung Yul & Lee, Dongwon & Lee, Woong-Kyu, 2025. "Shadow work in self-service technologies usage: Scale development and validation," Technological Forecasting and Social Change, Elsevier, vol. 212(C).
    • Handle: RePEc:eee:tefoso:v:212:y:2025:i:c:s0040162524007339
    DOI: 10.1016/j.techfore.2024.123935
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