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1 – 10 of over 2000In October 1994, Cologne Public Library started using eight self‐service units for issues and returns in the central library. Two cash units were added in January 1996. The…
Abstract
In October 1994, Cologne Public Library started using eight self‐service units for issues and returns in the central library. Two cash units were added in January 1996. The introduction of self‐service was part of the implementation of the new integrated library system from Automated Library Systems Ltd., and the main objective was to improve the library's service to its customers. This article discusses Cologne's experiences and shows how the concept developed together by ALS and Cologne Public Library is based on three premises: complete integration in the ALS circulation software, with access to the central stock and borrower database; ergonomic front‐end software, user‐friendly hardware; and complete integration of a security system.
Library management is struggling to improve productivity without reducing the quality of service to its users. With downsizing continuing to be a trend, the implementation of…
Abstract
Library management is struggling to improve productivity without reducing the quality of service to its users. With downsizing continuing to be a trend, the implementation of self‐checkout circulation systems may be an important technological investment for libraries to consider. In most large academic institutions, such circulation functions as checking out and renewing library materials have traditionally been performed by staff members. The climate may, however, be right to rethink the mode of service delivery systems and shift from providing full‐service to self‐service models, whereby the patron takes responsibility for checking out his or her own library materials.
Johanna Gummerus, Michaela Lipkin, Apramey Dube and Kristina Heinonen
This study aims to introduce and characterize a specific form of self-service technology (SST), customer self-service devices (SSDs), as well as propose and apply a classification…
Abstract
Purpose
This study aims to introduce and characterize a specific form of self-service technology (SST), customer self-service devices (SSDs), as well as propose and apply a classification scheme of SSDs to encourage future research on such SSTs.
Design/methodology/approach
The paper is based on conceptual development of customer SSDs and exploratory qualitative insight from representatives of companies offering various types of SSDs.
Findings
This paper introduces SSDs as customer-possessed and controlled smart service devices aiming to solve problems from the customer’s perspective, often within completely new, customer-defined service processes and ecosystems. SSDs are not confined to the company-controlled service environment, and customers may thus use them wherever and whenever they so wish. The study characterizes SSDs based on service and customer use features, as well as on the subject of the service act (self/other vs belongings) and nature of service act (monitoring vs acting).
Research limitations/implications
This study is limited to conceptual exploration with qualitative insights from six companies. Future research is needed to empirically study different SSDs by using both qualitative and quantitative approaches in various settings.
Originality/value
The paper conceptualizes SSDs as an extension to the traditional SST framework. It contributes to the understanding of how personal handheld devices can contribute to customer experiences. It provides research directions to stimulate further research in SSTs.
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Hartmut Hoehle, John A. Aloysius, Frank Chan and Viswanath Venkatesh
Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The…
Abstract
Purpose
Mobile technologies are increasingly used as a data source to enable big data analytics that enable inventory control and logistics planning for omnichannel businesses. The purpose of this paper is to focus on the use of mobile technologies to facilitate customers’ shopping in physical retail stores and associated implementation challenges.
Design/methodology/approach
First, the authors introduce three emerging mobile shopping checkout processes in the retail store. Second, the authors suggest that new validation procedures (i.e. exit inspections) necessary for implementation of mobile-technology-enabled checkout processes may disrupt traditional retail service processes. The authors propose a construct labeled “tolerance for validation” defined as customer reactions to checkout procedures. The authors define and discuss five dimensions – tolerance for: unfair process; changes in validation process; inconvenience; mistrust; and privacy intrusion. The authors develop a measurement scale for the proposed construct and conduct a study among 239 customers.
Findings
The results show that customers have higher tolerance for validation under scenarios in which mobile technologies are used in the checkout processes, as compared to the traditional self-service scenario in which no mobile technology is used. In particular, the customers do not show a clear preference for specific mobile shopping scenarios.
Originality/value
These findings contribute to our understanding of a challenge that omnichannel businesses may face as they leverage data from digital technologies to enhance collaborative planning, forecasting, and replenishment processes. The proposed construct and measurement scales can be used in future work on omnichannel retailing.
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Reports in the popular press suggest much consumer frustration with interactive voice response (IVR) self‐service. The present study aims to conceptualize why frustration might…
Abstract
Purpose
Reports in the popular press suggest much consumer frustration with interactive voice response (IVR) self‐service. The present study aims to conceptualize why frustration might occur and measures attitudes toward IVR.
Design/methodology/approach
Questionnaire responses were obtained from a quota sample approximately equally divided among men and women and three age groups (18‐28, 29‐48, 49 and older).
Findings
Compared to a human operator, consumers perceive that transactions conducted through IVR take longer and are less customizable. Respondents strongly prefer a human operator, believe that IVR was implemented to benefit the company more than customers, and are bothered by not having an initial choice of a human operator versus IVR. Despite these negative views, satisfaction with IVR was primarily driven by transaction speed rather than concerns with these other issues. Compared to younger consumers, older respondents held a more cynical view of IVR and the companies that employ the technology.
Research limitations/implications
Only inbound (and not outbound) IVR calls were studied and only customers (and not employees) were surveyed.
Practical implications
Frustration with IVR resulted in a “spillover” effect, lowering overall regard for the firm. Five managerial recommendations are suggested that may help recapture lost goodwill.
Originality/value
This is believed to be the first study to offer a theoretic explanation for consumer frustration with IVR. Also, the comparison of age groups on attitudes toward IVR in the present study may be novel.
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Thomas Schrier, Mehmet Erdem and Pearl Brewer
The purpose of this paper is to examine the factors that affect the usage of guest empowerment technologies (GET) with a specific focus on in‐room entertainment technologies.
Abstract
Purpose
The purpose of this paper is to examine the factors that affect the usage of guest empowerment technologies (GET) with a specific focus on in‐room entertainment technologies.
Design/methodology/approach
This study used structural equation modeling to evaluate the application of task‐technology fit (TTF) and technology acceptance models (TAMs) in reference to entertainment GETs.
Findings
This paper confirmed that the most popular forms of entertainment GET were in‐room movies and on‐demand services. Most importantly, the analysis of the data revealed that a user's individual experiential characteristics have a significant negative relationship with fit of GET while the technology and task characteristics have a significant positive relationship with fit of GET.
Research limitations/implications
This paper makes a contribution to the current body of literature as it is among the first to utilize a hybrid TTF/TAM in the hotel self‐service environment. As such, it can be utilized by future researchers as a foundation for conducting similar research.
Originality/value
This paper is of value as it is the first academic paper to investigate a variety of forms of entertainment‐based GET. These types of technologies which combine the functionality of self‐service devices while taking into account the user's experience during the design process are in constant and growing demand. As such, technology developers as well as hospitality practitioners will need to rely more and more on this type of research in the future in order to provide consistent levels of quality guest experiences.
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Chun-Hua Hsiao and Kai-Yu Tang
The self-service technology (SST) launched outside libraries has received great attention in Taiwan. This automatic book stop (ABS), FastBook, has raised some interesting issues…
Abstract
Purpose
The self-service technology (SST) launched outside libraries has received great attention in Taiwan. This automatic book stop (ABS), FastBook, has raised some interesting issues regarding users’ behavior in the library context. The purpose of this paper is: first, to assess critical variables that contribute to users’ acceptance of SST in the library context; second, to propose an integrated SST acceptance model in terms of technological and individual factors; and third, to further examine the gender differences among all the theoretical relationships proposed in this research model.
Design/methodology/approach
Based on a sound theoretical foundation, the authors proposed a research model to investigate users’ intention to adopt FastBook, including both technological and individual factors. The survey methodology and structural equation modeling were used in this study.
Findings
The proposed model successfully accounted for about 92 percent of the total variance explained in attitude and 45 percent in behavioral intention (BI). Individuals’ attitudes toward FastBook had a significant impact on their usage intention. All three technological characteristics (perceived ease of use, usefulness, and reachability) and one individual trait (self-efficacy) were confirmed as critical determinants of attitude. Note that the effect of self-efficacy on attitude was much stronger for male than for female users.
Originality/value
The SST launched outside libraries has received great popularity and extended the library service to readers in Taiwan. This research connected actual users’ experience and the SST literature to provide a conceptual understanding of FastBook adopting process.
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Wei Wei, Edwin N. Torres and Nan Hua
The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of…
Abstract
Purpose
The purpose of this paper is to draw upon the theory of consumption values and the experiential value scale to develop a conceptual model concerning hospitality customer’s use of self-service technologies (SSTs) and their impact on consumers’ service experience.
Design/methodology/approach
Questionnaires were administered to 220 hotel and restaurant customers. The researchers tested the hypotheses by using descriptive analysis, confirmatory factor analysis and path analysis.
Findings
Both extrinsic and intrinsic attributes of SSTs influence consumers’ satisfaction with SST usage significantly, while the extrinsic attributes play a stronger role. It is worth noting that while the intrinsic attributes have a significant impact on consumers’ transcendent service experience, the extrinsic attributes negatively influence such experience.
Practical implications
The findings help managers create effective strategies to better match consumers’ needs and to deliver more customized self-service experience. The role of SSTs can be expanded beyond functional attributes to satisfy consumers’ curiosity, foster customer–customer interactions and personalize consumer experience.
Originality/value
Although most SSTs research focus on technology adoption intention, features, functionality and benefits to the service provider, this research is among the first attempts to examine the role of SSTs in creating better consumer experience. The bidimensional conceptualization of SSTs experience developed in this research suggests that SSTs in the hotel and restaurant sector should be utilized for reasons beyond their utilitarian attributes: SSTs should be designed to help create a transcendent service experience.
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Arthur Huang, Ying Chao, Efrén de la Mora Velasco, Anil Bilgihan and Wei Wei
This study reviews existing research and current applications of artificial intelligence (AI) in the hospitality and tourism industry. It further proposes a new evaluation…
Abstract
Purpose
This study reviews existing research and current applications of artificial intelligence (AI) in the hospitality and tourism industry. It further proposes a new evaluation framework to inform the susceptibility of AI adoptions.
Design/methodology/approach
This is a synthesis and evaluation study that qualitatively summarizes and presents findings on AI applications in the hospitality and tourism industry. Current AI applications are rated using a seven-dimensional framework based on Rogers' (2003) diffusion theory.
Findings
AI adoption susceptibility in the hospitality and tourism industry varies based on the type of AI. Search/booking engines, virtual agents and chatbots rank high in the adoption susceptibility.
Research limitations/implications
This study bridges innovation diffusion theoretical underpinnings and AI applications. The findings support researchers, developers and managers in evaluating the adoption susceptibility of AI technologies in the hospitality and tourism industry.
Originality/value
This paper is among the few that focus on assessing AI adoption susceptibility in the hospitality and tourism industry. This paper develops a theory-based framework for systematically evaluating AI innovations in hospitality and tourism.
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The notion of luxury has changed due to the democratization and the fast adoption pace of intangible luxury service providers embedding voice-controlled assistants. In particular…
Abstract
Purpose
The notion of luxury has changed due to the democratization and the fast adoption pace of intangible luxury service providers embedding voice-controlled assistants. In particular, Amazon’s Echo Look is expected to further democratize luxury services and consumer experience; indeed, this camera-based device acts as a personal consultant as it provides fashion advices based on the pictures of its users. Nonetheless, as the Echo Look proliferates the market, concerns around its potential disruption to the marketplace alongside usage-related issues, such as privacy, will arise. The paper aims to discuss these issues.
Design/methodology/approach
The research adopted an exploratory approach using elite interviewing. The sample included 17 experts in the fields of digital marketing, fashion consulting, information technology security and retailing.
Findings
The study pioneers the discussion on how interactive voice-activated assistant (IVA) devices can potentially outweigh concerns around safety and privacy through providing luxury-like personalized services. To that end, the Echo Look device was taken as the key example based on the unique features and benefits it provides to its users, namely, in being perceived as a personal fashion consultant.
Originality/value
The literature on intangible luxury based on IVA devices is still nascent. This study fills a considerable gap in the literature related to retailers’ technological innovations aimed at democratizing luxury-like personalized experiences.
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