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This paper aims to investigate the effect of chronological age on the likelihood to choose a service provider with technological machines versus humans in the context of services.

Two experimental studies were used to collect data. In both experiments, scripts were devised to depict a food ordering situation. The studies, each of which represents two between-subject conditions, were presented to a total of 312 participants.

The results of studies show that as age increases, consumers show a higher visit likelihood with human servers as compared to self-ordering machines. This effect emerges because as age increases, people find it more comfortable and convenient to order from human servers. Nevertheless, when a self-ordering machine is the only option, older and younger people find it equally comfortable and convenient.

This research indicates that as age increases, consumers tend to choose human servers. However, age does not impact willingness to use technology when human service is not available. A limitation of our research is that we look at food ordering contexts only. Another limitation is that most participants were between 18 and 60 years of age.

With a better understanding of the effect of age on preference for service types and the reason behind it, this research helps implement and manage service technologies that may elicit favorable judgments and decisions from consumers.

It demonstrates how, when and why age affects the intention to visit service providers that adopt self-service technologies. This research suggests that as age increases, consumers like human service better, but they do not resist self-service technology.

The purpose of this study is to investigate the evaluation of desirability/feasibility and adoption intention for the self-service technology of “older” consumers. This study also aims to show that the evaluation of desirability/feasibility and adoption intention varies depending on the type of customer value provided by self-service technology. Moreover, the authors improve the understanding of “older” consumers by comparing the adoption behavior through three proxies that express consumer aging: chronological age, subjective age and future time perspective.

This study was performed as an experimental design by manipulating advertisement messages of self-service technology for online grocery shopping according to customer values. There are two analytic methods applied in this study. First, the current study compares the effects of chronological age, subjective age and the future time perspective on the evaluation and adoption intention of self-service technology by using structural equation modeling. Second, this study examines the moderation effect of customer values by conducting a multi-group analysis.

The results of current research indicate that the future time perspective explains participants’ evaluation and adoption intention of self-service technology compared to chronological age and subjective age. Specifically, participants who perceive their future time to be limited, rather than expansive, negatively assess the expected desirability and feasibility of self-service technology. In addition, the results of the moderation test show that the future time perspective affects more significantly the evaluation and adoption intention of self-service technology when the functional value is emphasized rather than emotional or social value.

The results of this study showed that the effect of future time perspective on expected desirability and feasibility was almost significant in each sub-dimension, but there were relatively few factors influencing trial intention. In this respect, it is necessary to look into the impact of the details of desirability and feasibility along with other variables known to influence the adoption of self-service technology related to aging. It would be meaningful to find and operationalize items that are valid for older consumers, rather than the desirability and feasibility elements typically applied to self-service technology.

This study contributes to the extension of the socioemotional selectivity theory that has been suggested to interpret older consumers’ behaviors. This research applies the concept of future time perspective to the assessment of desirability and feasibility and adoption intention. At the same time, for the marketing managers, the comparison between proxies that represent aging proposes the ways to attract “older” consumers with appropriate emphasis on customer values.

The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence customers' decision to use the technology.

Existing customers of private and public self-service technology were surveyed from the same industry. Using structural equation modeling, the authors examine how relevant self-service constructs influence evaluations and attitudes of customers across both settings.

The analysis reveals that customers' control and convenience perceptions differ across public and private self-service technology. Additionally, customers placed a heavier emphasis on the hedonic or utilitarian evaluation of a service experience based on the type of self-service technology.

For managers of self-service applications, understanding the unique differences of public and private self-service technology can aid in the implementation and adoption of the technology. By properly understanding the differences of the self-service types, managers can provide a beneficial experience to the customer.

By identifying and describing two distinct categories of SSTs, this study allows managers and researchers to better understand how and why individuals choose to utilize individual self-service technologies. Through understanding the unique dynamics of a public and a private SST experience, retailers can determine the appropriate strategy for customer adoption based on the utilitarian or hedonic functions of the technology.

New information and communication technologies are constantly emerging, altering business methods, and particularly, the relationship an organization establishes with its customers. Therefore, it is essential to analyse the impact of these technologies on customer behaviour. The purpose of this study is to explore, in the banking sector, the impact of customers’ use of self‐service technologies on their interest in a relationship approach, and consequently in a long‐term personalized relationship. A survey of 242 adult students reveals that there is no real impact of the use of self‐service technologies on interest in a relationship approach. Respondents who use these technologies extensively do not place more or less importance on their relationship with a given bank.

Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a comprehensive conceptual framework that incorporates several well‐known attitudinal theories to explain the pivotal role of attitudes in influencing intentions and behavior related to technology‐based self‐service. The framework makes it possible to understand and predict better consumer decisions related to using technology‐based self‐service by thoroughly examining underlying consumer attitudes. Uses the Internet to illustrate how our framework can be applied to study consumer behavior related to a specific technology‐based self‐service. Draws on insights from the extant literature on technology‐based self‐service and also incorporates the many unique characteristics of the Internet that have implications for theory. Discusses practical implications of our model for marketers and provides directions for future research on technology‐based self‐service in general and the Internet in particular. With its integrative approach to theory, also contributes to the attitudinal literature.

The purpose of this paper is to investigate the effect of shopper age on attitudes toward and use of retail self‐service technology (SST). The age variable has received relatively little attention in the literature.

Questionnaire responses from three age groups are compared. Also, cluster analysis is used to group subjects based on similarity in attitudes toward and use of SST.

Compared to younger consumers, older consumers had experience with fewer types of SSTs, less confidence in using SST, reported missing human interaction to a greater degree, used self‐checkout less often when the option was available, were less willing to pay a premium for express checkout, and were more likely to attribute a corporate self‐interest for the introduction of SST. For the total sample of 718 subjects, 40 percent reported using store self‐checkout 15 percent of the time or less when the option was available. Only 25 percent of subjects reported using automated store checkout on more than half of their shopping occasions.

Only eight types of SST were studied and only one technology was investigated in depth.

Based on the findings of this study, four managerial actions are recommended that may potentially increase traffic throughput at automated retail checkout.

This is believed to be the first study to find significant differences among age groups on multiple dependent variables associated with SST. Also, the identification of consumer clusters based on attitudes toward and use of SST may be novel.

The purpose of this paper is to analyze the various antecedent beliefs predicting customers’ attitudes toward, and adoption of, self-service technologies (SSTs) available in the banking industry.

A descriptive research design with survey approach is used to develop and test a conceptual model of adoption for all three self-service banking technologies (SSBTs).

The results of the comparative analysis showed that antecedent beliefs affecting adopters’ attitude vary across different SSBTs. It extends and tests the technology acceptance model (TAM) by including two additional antecedents from the theories of adoption behavior.

All three SSBTs included in the paper are from the banking industry, which limits the generalizability of the findings to other industries. Many other limitations were also reported.

The findings reveal why and how customers decide to adopt different SSBTs and why a few SSBTs are more widely accepted than others. The practicality of the findings guides managers and designers of technological interfaces.

People will also benefit from the effective implementation of SSTs.

This study stands out as one of the early studies to empirically examine the antecedents-attitude-intention relationship across different SSBTs available in Indian banking industry.

The International Journal of Bank Marketing wishes to retract the article Kaushik, A.K. and Rahman, Z. (2015), “Innovation adoption across self-service banking technologies in India”, published in International Journal of Bank Marketing, Vol. 33, No. 2, pp. 96-121.

It has come to our attention that the article contains substantial similarities to the following article: Curran, J.M. and Meuter, M.L. (2005), “Self-service technology adoption: comparing three technologies”, Journal of Services Marketing, Vol. 19 No. 2, pp. 103-113, https://doi.org/10.1108/08876040510591411.

The authors have fully cooperated with this investigation and supplied the original dataset for review. Using this dataset, the editorial team were unable to replicate the results included in the article, and as a result, the decision has been made to retract the article.

The International Journal of Bank Marketing author guidelines make it clear that articles must be original and must not infringe any existing copyright.

The journal apologises to both Professor Curran and Professor Meuter, and its readers.

This paper aims to investigate how graduates’ perceptions of self-service technology and perceived job performance can be used to assess university service quality. Also, this study examines the mediating role of perceived job performance on the effect of university service quality on graduates’ satisfaction and loyalty.

A quantitative methodology was adopted where university graduates’ perceptions of self-service technology and job performance were used to assess the level of the university’s service quality. Through a cross-sectional survey, data were collected from 280 university graduates employed in Chinhoyi town, Zimbabwe, during the period between August and December 2021.

This study’s findings indicate that self-service technology influences university service quality which in turn impacts on graduates’ perceived job performance, satisfaction and loyalty. Graduates' perceived job performance was also found to partially mediate the effect of university service quality on satisfaction and loyalty among graduates.

This study’s results are instrumental to enable university’s management in developing economies to adopt and improve self-service technologies as this enhances university service quality and graduates’ perceived job performance, satisfaction and loyalty.

This paper provides new insights, that is, the incorporation of graduates’ perceptions of self-service technology and job performance in assessing the university’s service quality. This research further clarifies the function of graduates’ perceived job performance in mediating the effect of university service quality on graduate satisfaction and loyalty. This study further adds to our understanding of tools, criteria and methods for assuring university service quality.

The advent of technology has played a crucial role in changing the landscape of the hospitality sector. One such technology is the adoption and installation of kiosks in hotels. While some of the hotels have adopted and installed kiosks for self-services, the other hotels are still not very comfortable with the idea of self-service. This paper aims to explore the possibilities, challenges and issues that hoteliers face while dealing with self-service kiosks, it further investigates the customer’s perspective and its benefits to the end-user.

This study has assimilated data from hotel managers and executives that have deployed kiosks. This study involved the collection of primary data through structured interviews. Eight different hotels from the UK and India have been compared and analyzed to formulate subcategories to answer the research questions. A total of 200 customers from both the countries were approached to get the primary data; the customers were from the same hotel where the hotel executives and managers were interviewed.

The customers accepted Kiosks as easy to use, fast to run, fun to operate, but, lacking human interaction and counter language issues were simultaneously discussed. Kiosks have been emerging as self-service technologies in hotels and play a key role in reducing bottlenecks in hotel operations. The technology anxiety and counter service argument is merely a transition phase that will fade away gradually. However, the financial feasibility and the level of adoption depend upon the level of operations and the demographic characteristics of customers.

The dependence of data from the person interviewed and their biases for answers, along with the trust and credibility of the data available online remain the biggest challenge. Increasing the sample size and more participation from different hotels would have made the study even more useful.

The research seeks to eliminate the gap in research by studying both the hotels' and the customers' perspective toward kiosks deployment in hotels. The results of the study would highlight the potential challenges being faced by hotel operations and opportunities they perceive in kiosks installation, therefore the results are very useful for hotels, hoteliers, academicians and students pursuing a career in the hospitality sector.

The purpose of this study is to examine ways in which service quality delivered by self‐service kiosks influences consumers' retail patronage intentions.

The model was tested in two self‐service kiosk settings: self‐checkout and information kiosk. Survey participants were members of a consumer panel from an online survey agent. A total of 1,230 e‐mails were distributed. Of these, 600 usable surveys were used for data analysis. Data were analyzed using structural equation modeling.

The study demonstrates that service quality delivered by self‐service kiosks is a direct and an indirect determinant of consumers' retail patronage intentions; service quality delivered by self‐service kiosks directly influences consumers' retail patronage intentions and also indirectly influences consumers' retail patronage intentions through three dimensions of retail service quality (i.e. reliability, personal interaction, and problem solving).

Compared with previous studies that were heavily focused on consumer acceptance or trial of self‐service technologies, the study attempts to address formerly unexplored aspects of self‐service kiosks' contribution to retail patronage. A second contribution of the study which makes it different from prior studies that were mostly conducted in the context of self‐checkouts is that it tests a conceptual model related to two types of self‐service kiosks (i.e. self‐checkout and information kiosk) to examine whether the proposed relationships are similar or dissimilar across the two types.