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Management moves to reduce costs with self-checkout: What affects customer usage?

Author

Listed:
  • Anglina I. T .Kiser

    (University of the Incarnate Word, USA)

  • Vess L. Johnson

    (University of Arkansas at Little Rock, USA)

  • Richard Woolridge

    (University of Arkansas at Little Rock, USA)

Abstract

Increasing pressure on retailers to compete with a growing number of online competitors and a changing consumer demographic have driven some to consider how technology might be used to increase operational efficiency, reduce costs, and at the same time increase customer loyalty and improve the shopping experience. This study uses the IS continuance model as its theoretical foundation to explore the impact of efficiency and technology anxiety on consumer willingness to continue using self-checkout systems. In addition, the study also considers how well these systems perform with respect to consumer expectations. In a pilot study, results indicate that efficiency positively affects consumer satisfaction and their willingness to continue using the technology. However, preliminary results also indicate that anxiety associated with self-checkout systems has a negative impact on satisfaction and continuance intention. Moreover, evidence is found to suggest that while these systems meet customer expectations with respect to efficiency, they also appear to cause the consumer greater anxiety than initially anticipated.

Suggested Citation

  • Anglina I. T .Kiser & Vess L. Johnson & Richard Woolridge, 2019. "Management moves to reduce costs with self-checkout: What affects customer usage?," ABEM Conference Proceedings, Academy of Business and Emerging Markets (ABEM), Canada, number 023171, January.
    • Handle: RePEc:ris:abemcp:023171
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