IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v12y2020i11p4653-d368292.html
   My bibliography  Save this article

Role of Situational Dependence in the Use of Self-Service Technology

Author

Listed:
  • Cheolho Yoon

    (Department of Business Administration, Mokpo National University, 61 Dorim-ri, Chungkye-myun, Muan-gun, Jeonnam 58554, Korea)

  • Byongcheon Choi

    (Department of Medical Information, Iksan General Hospital, Jeollabuk-do 54543, Korea)

Abstract

Although numerous studies have been conducted on the use of self-service technology (SST), little is known about the importance of the situation for individuals’ acceptance of SSTs. This study proposed the situational dependency construct and analyzed the role of the construct in the use of SSTs. To conduct an empirical analysis, a research model combining the situational dependency variable with the perceived usefulness and perceived ease of use of the technology acceptance model variables, which are the most frequently used in studies related to SSTs, was developed. A total of 213 valid data were collected through questionnaires and analyzed using confirmatory factor analysis and path analysis through structural equation modeling. The results showed that situational dependence influenced attitude toward using along with perceived ease of use and perceived usefulness and that situational dependence had a strong influence on intention to use. This study provides strategic insight for practitioners to lead acceptance of SSTs.

Suggested Citation

  • Cheolho Yoon & Byongcheon Choi, 2020. "Role of Situational Dependence in the Use of Self-Service Technology," Sustainability, MDPI, vol. 12(11), pages 1-11, June.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:11:p:4653-:d:368292
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/12/11/4653/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/12/11/4653/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Oh, Haemoon & Jeong, Miyoung & Baloglu, Seyhmus, 2013. "Tourists' adoption of self-service technologies at resort hotels," Journal of Business Research, Elsevier, vol. 66(6), pages 692-699.
    2. Collier, Joel E. & Moore, Robert S. & Horky, Alisha & Moore, Melissa L., 2015. "Why the little things matter: Exploring situational influences on customers' self-service technology decisions," Journal of Business Research, Elsevier, vol. 68(3), pages 703-710.
    3. Simonson, Itamar & Winer, Russell S, 1992. "The Influence of Purchase Quantity and Display Format on Consumer Preference for Variety," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(1), pages 133-138, June.
    4. 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.
    5. Babin, Barry J. & Babin, Laurie, 2001. "Seeking something different? A model of schema typicality, consumer affect, purchase intentions and perceived shopping value," Journal of Business Research, Elsevier, vol. 54(2), pages 89-96, November.
    6. Nathalie Demoulin & Souad Djelassi, 2016. "An integrated model of self-service technology (SST) usage in a retail context," Post-Print hal-01563001, HAL.
    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. Jorge Andrés-Sánchez & Jaume Gené-Albesa, 2024. "Not with the bot! The relevance of trust to explain the acceptance of chatbots by insurance customers," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    2. Jorge Andrés-Sánchez & Laura González-Vila Puchades & Mario Arias-Oliva, 2023. "Factors influencing policyholders' acceptance of life settlements: a technology acceptance model," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 48(4), pages 941-967, October.
    3. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    4. Adriana Malureanu & Georgeta Panisoara & Iulia Lazar, 2021. "The Relationship between Self-Confidence, Self-Efficacy, Grit, Usefulness, and Ease of Use of eLearning Platforms in Corporate Training during the COVID-19 Pandemic," Sustainability, MDPI, vol. 13(12), pages 1-20, June.
    5. Nam, Jinyoung & Kim, Seongcheol, 2022. "Why do elderly people feel negative about the use of self-service technology and how do they cope with the negative emotions?," 31st European Regional ITS Conference, Gothenburg 2022: Reining in Digital Platforms? Challenging monopolies, promoting competition and developing regulatory regimes 265661, International Telecommunications Society (ITS).

    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. 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).
    2. Yuen, Kum Fai & Wang, Xueqin & Ma, Fei & Wong, Yiik Diew, 2019. "The determinants of customers’ intention to use smart lockers for last-mile deliveries," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 316-326.
    3. 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.
    4. 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).
    5. Bailey, Ainsworth Anthony & Bonifield, Carolyn M. & Arias, Alejandro, 2018. "Social media use by young Latin American consumers: An exploration," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 10-19.
    6. Wu, Ruijuan & Li, Peiyu, 2023. "Continuance intention to use self-delivery boxes: An empirical study in Tianjin, China," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    7. Benjamin Barann & Jan H. Betzing & Marco Niemann & Benedikt Hoffmeister & Jörg Becker, 2022. "Exploring customers’ likeliness to use e-service touchpoints in brick and mortar retail," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 523-545, June.
    8. Galina Biedenbach & Thomas Biedenbach & Peter Hultén & Veronika Tarnovskaya, 2022. "Organizational resilience and internal branding: investigating the effects triggered by self-service technology," Journal of Brand Management, Palgrave Macmillan, vol. 29(4), pages 420-433, July.
    9. Rosenbaum, Mark S. & Wong, IpKin Anthony, 2015. "If you install it, will they use it? Understanding why hospitality customers take “technological pauses” from self-service technology," Journal of Business Research, Elsevier, vol. 68(9), pages 1862-1868.
    10. 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.
    11. Cheng Wang & Jennifer Harris & Paul G Patterson, 2017. "Modeling the habit of self-service technology usage," Australian Journal of Management, Australian School of Business, vol. 42(3), pages 462-481, August.
    12. Lin, Chiu Hui & Wu, Chih-Wen & Cheng, Yi-Han, 2015. "The empirical study of consumers' loyalty for display technology," Journal of Business Research, Elsevier, vol. 68(11), pages 2260-2265.
    13. Tseng, Shu-Mei, 2015. "Exploring the intention to continue using web-based self-service," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 85-93.
    14. 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).
    15. Tueanrat, Yanika & Papagiannidis, Savvas & Alamanos, Eleftherios, 2021. "A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    16. Sanchit Pawar & Asle Fagerstrøm & Valdimar Sigurdsson, 2020. "An Explorative Study of How Visceral States Influence the Relationship between Social Proof Heuristics and Donation Behavior When Consumers Are Using Self-Service Kiosks," Sustainability, MDPI, vol. 12(22), pages 1-12, November.
    17. Chen, Liuyan & Wu, Pengkun & Dou, Yudan & Wu, Yuanyuan, 2023. "Investigating senders’ switching intention to smart lockers: An extension of push-pull-mooring model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    18. Roy, Sanjit Kumar & Balaji, M S & Sadeque, Saalem & Nguyen, Bang & Melewar, T C, 2017. "Constituents and consequences of smart customer experience in retailing," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 257-270.
    19. Komlan Gbongli & Yongan Xu & Komi Mawugbe Amedjonekou, 2019. "Extended Technology Acceptance Model to Predict Mobile-Based Money Acceptance and Sustainability: A Multi-Analytical Structural Equation Modeling and Neural Network Approach," Sustainability, MDPI, vol. 11(13), pages 1-33, July.
    20. Nedra, Bahri-Ammari & Hadhri, Walid & Mezrani, Mariem, 2019. "Determinants of customers' intentions to use hedonic networks: The case of Instagram," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 21-32.

    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:gam:jsusta:v:12:y:2020:i:11:p:4653-:d:368292. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.