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The role of post‐training self‐efficacy in customers' use of self service technologies

Xinyuan Zhao (School of Tourism and Hotel Management, South China University of Technology, Guangzhou, People's Republic of China)
Anna S. Mattila (School of Hospitality Management, The Pennsylvania State University, University Park, Pennsylvania, USA)
Li‐Shan Eva Tao (Department of Apparel, Educational Studies & Hospitality Management, The Iowa State University, Ames, Indiana, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 8 August 2008

Abstract

Purpose

The current study aims to investigate the role of post‐training self‐efficacy in influencing customer perceptions and usage of self‐service technologies (SSTs). Specifically, the aim is to propose that high post‐training self‐efficacy will reduce technology anxiety and hence increase perceptions of ease of use associated with SSTs.

Design/methodology/approach

A self‐checkout machine in a library setting served as the study context. A total of 131 subjects were randomly assigned to two training groups (written instructions and a demonstration).

Findings

The results partially support the research hypotheses and suggest that post‐training self‐efficacy has a positive impact on customer satisfaction and ease of use. Ease of use, in turn, increased customer intention to reuse SSTs while decreasing technology anxiety.

Research limitations/implications

The study has a relatively small sample size and only two training methods were tested. A control group should be included in future research.

Originality/value

As the first trial, the study investigated customers' post‐training self‐efficacy in SSTs by integrating training theories and SSTs studies. The results suggest service organizations use effective training programs to customers' participation in the service delivery process via SSTs. The study also explored customers' ease of use and technology anxiety in a single research. Different from previous SSTs studies, the current study suggest that ease of use and technology anxiety play various roles in customers' participation at SSTs encounters.

Keywords

Citation

Zhao, X., Mattila, A.S. and Eva Tao, L. (2008), "The role of post‐training self‐efficacy in customers' use of self service technologies", International Journal of Service Industry Management, Vol. 19 No. 4, pp. 492-505. https://doi.org/10.1108/09564230810891923

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited