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Identifying and understanding value sources while interacting with in-store SSIT (Self-Service Information Technologies)
[Identifier et comprendre les sources de valeur dans l’interaction avec les SSIT (Self-Service Information Technologies) en magasin]


  • Florence Feenstra

    () (ESSCA - Ecole Supérieure des Sciences Commerciales d'Angers - ESSCA)

  • Armelle Glérant-Glikson

    () (IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)


In-store SSIT expansion is part of the phygital evolution in retail, where consumer information search becomes an interactive experience. Analyzing traditional and emerging interfaces according to their different decision aid functions and interactivity types, this study provides a categorization assisting the choice between connected/unconnected SSITs. An experiment with eight SSITs shows that creating value is not always a clear process, highlighting the cognitive, physical, social and time-related costs. Although the functional value is common, shoppers assess unconnected SSITs according to the social and sensory impressions that they experience; likewise they assess connected SSIT according to a relational perspective, both real and virtual. This study shows that purchasing behavior ambiguity lies between the need for autonomy and for human relationship.

Suggested Citation

  • Florence Feenstra & Armelle Glérant-Glikson, 2017. "Identifying and understanding value sources while interacting with in-store SSIT (Self-Service Information Technologies)
    [Identifier et comprendre les sources de valeur dans l’interaction avec les
    ," Post-Print hal-01569108, HAL.
  • Handle: RePEc:hal:journl:hal-01569108
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    References listed on IDEAS

    1. Mazen J Al Shobaki & Samy S Abu Naser & Youssef M Abu Amuna & Suliman A El Talla, 2017. "Impact of Electronic Human Resources Management on the Development of Electronic Educational Services in the Universities," Post-Print hal-01500357, HAL.
    2. Samy S. Abu Naser & Mazen J. Al Shobaki & Youssef M. Abu Amuna & Suliman A. El Talla, 2017. "The Reality of Electronic Human Resources Management in Palestinian Universities from the Perspective of the Staff in IT Centers," Post-Print hal-01516216, HAL.
    3. Asri Ahmad Sammoudi, 2016. "Measuring the Effect of Organization Structure on the Institution¡¯ Performance Efficiency: Empirical Study, Elicited from the Reality of the Palestinian Ministry of Education and Higher Education," International Journal of Social Science Studies, Redfame publishing, vol. 4(10), pages 48-60, October.
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