Anxiety, crowding, and time pressure in public self-service technology acceptance

Abstract

Purpose

The purpose of this paper is to propose and to test a model that illustrates the impact of technology anxiety on the intention to use a self-service technology (SST) in public. The study includes two context variables that are relevant in public settings: perceived crowding and perceived time pressure.

Design/methodology/approach

A cross-sectional survey was conducted to reflect individual perceptions and intentions when initially using a self-checkout. The proposed relationships and interaction effects were examined using structural equation modeling.

Findings

The analysis confirms the core relationships of the model (technology self-efficacy→technology anxiety→perceived ease of use→ intention to use) and yields three important results. First, technology anxiety has a direct negative effect on intention to use, which is greater than the indirect effect through the reduction of ease of use. Second, perceived crowding reinforces the negative effect of technology anxiety. Third, when perceived crowding coincides with perceived time pressure, technology anxiety almost completely inhibits the intention to use the SST in public.

Research limitations/implications

Technology anxiety is examined as the only antecedent of perceived ease of use.

Practical implications

Initial encounters to public self-service technologies should be provided in servicescapes that avoid or at least reduce perceptions of crowding and time pressure.

Originality/value

The approach highlights the impact of technology anxiety on the acceptance of self-service technologies used in public by considering two context variables that are salient in public settings: perceived crowding and perceived time pressure.

Citation

Gelbrich, K. and Sattler, B. (2014), "Anxiety, crowding, and time pressure in public self-service technology acceptance", Journal of Services Marketing, Vol. 28 No. 1, pp. 82-94. https://doi.org/10.1108/JSM-02-2012-0051