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Customers'usage of self service technology in retail setting

Author

Listed:
  • Weijters, B.

    ()

  • Schillewaert, N.

    ()

  • Rangarajan,D.

    ()

  • Falk, T.

    (Vlerick Leuven Gent Management School)

Abstract

The last decade has seen an increased focus by retailers on using new technologies to deliver their services. The introduction of self-service technologies (SSTs) opens up for retailers the potential of improving productivity and service quality while cutting costs. However previous forays by retailers to get their customers to try these self-service technologies have not been proven to be quite successful. Previous empirical research on the usage of technology based self-services has mainly focused on antecedents of attitude towards and corresponding behavioral intentions to use. However, little empirical research has linked these variables to actual behavior in a real life setting. To address these issues, we collected a combination of survey and observational data using self-scanning lanes as objects of investigation. We identify ease of use, usefulness, fun, and reliability as drivers of attitude towards the SST, which in turn significantly predict actual usage of the SST. We also extend previous research by focusing on the moderating effects of age, education and gender as key demographic variables. Finally, we contribute to the literature by studying the consequences of SST use from the customers’ point of view.

Suggested Citation

  • Weijters, B. & Schillewaert, N. & Rangarajan,D. & Falk, T., 2005. "Customers'usage of self service technology in retail setting," Vlerick Leuven Gent Management School Working Paper Series 2005-19, Vlerick Leuven Gent Management School.
  • Handle: RePEc:vlg:vlgwps:2005-19
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    File URL: http://www.vlerick.be/en/2582-VLK/version/default/part/AttachmentData/data/vlgms-wp-2005-19.pdf
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    Citations

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    Cited by:

    1. Valentin-Florentin Dumitru & Gabriel Jinga & Florin Mihai & Aurelia Stefanescu, 2015. "Innovative information technologies and their impact on the performance of the entities which activate in the retail industry," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 520-520, May.
    2. repec:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0336-7 is not listed on IDEAS
    3. Andréa Gourmelen & Jeanne Lallement, 2017. "Proposition d’une typologie d’acheteurs alimentaires selon leur rapport au temps et à la technologie," Post-Print hal-01488473, HAL.
    4. Arun Kumar Kaushik & Zillur Rahman, 2016. "Self-service innovativeness scale: introduction, development, and validation of scale," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 799-822, December.

    More about this item

    Keywords

    self-service technology; retailing; consumer attitudes and behavior;

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