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1 – 10 of over 1000
Article
Publication date: 9 February 2015

Machiel J. Reinders, Ruud Frambach and Mirella Kleijnen

This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the…

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Abstract

Purpose

This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the use-related outcomes of technology-based self-service (TBSS).

Design/methodology/approach

This empirical study pertains to the mandatory use of a national public transport chip card in The Netherlands based on a sample of 267 users of this TBSS.

Findings

The findings show that technology experts experienced a less positive disconfirmation of expectations and reported less positive evaluations of the new self-service than technology novices. Technology experts also showed lower intentions to engage in positive word-of-mouth than technology novices. The evaluation of the self-service by technology novices is more positive for those that are service experts as compared to service novices, while the evaluation by technology experts is more negative for those that are service experts as compared to service novices.

Research limitations/implications

This study provides insight into how different types and levels of customer expertise affect individuals’ assessments of a TBSS upon its mandatory use.

Practical implications

For marketing managers and public policy-makers, understanding the multifaceted role of customer expertise enables more effective market segmentation and targeting, thus improving implementation of TBSS.

Originality/value

This research suggests that customers’ technology and service expertise have some counter-intuitive effects on TBSS use-related outcomes.

Details

European Journal of Marketing, vol. 49 no. 1/2
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 1 December 2001

L. Michelle Bobbitt and Pratibha A. Dabholkar

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…

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Abstract

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.

Details

International Journal of Service Industry Management, vol. 12 no. 5
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 10 August 2020

Ruomeng Wu, Meng Liu and Frank Kardes

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.

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Research limitations/implications

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.

Practical implications

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.

Originality/value

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.

Details

Journal of Services Marketing, vol. 35 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 1 March 2003

Pratibha A. Dabholkar, L. Michelle Bobbitt and Eun‐Ju Lee

Self‐scanning technology is being tested by major supermarket chains as well as other types of retailers across the world, but the success of the new technology from the…

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Abstract

Self‐scanning technology is being tested by major supermarket chains as well as other types of retailers across the world, but the success of the new technology from the consumer’s perspective is not yet clear. This study investigates consumer reasons for both using and avoiding self‐scanning checkouts with a view to addressing these practitioner issues. In addition, the study advances theory on consumer motivation and behavior related to technology‐based self‐service in general. Factors driving preference or avoidance of self‐scanning checkouts include attributes of self‐scanners, consumer differences, and situational influences. Reasons for preference of other types of technology‐based self‐service over traditional service alternatives are also explored to determine motivational and behavioral patterns across service contexts. A combination of research methods is used to investigate these issues and offers richer findings than any one method used alone. Implications are discussed for managerial strategy as well as for future research.

Details

International Journal of Service Industry Management, vol. 14 no. 1
Type: Research Article
ISSN: 0956-4233

Keywords

Article
Publication date: 1 November 2002

Jungki Lee and Arthur Allaway

A new literature is emerging around the role of self‐service technologies (SSTs) such as airline ticketing machines, automatic teller machines, and computer‐based shopping…

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Abstract

A new literature is emerging around the role of self‐service technologies (SSTs) such as airline ticketing machines, automatic teller machines, and computer‐based shopping services in the strategic offering of service providers. SSTs allow (or force) consumers to help produce their own service encounters via machine interaction rather than by interacting with a firm’s service personnel. Firms which introduce SSTs wish to gain rapid acceptance and usage of these technologies by potential consumers. This study investigates whether the provision of more personal control to consumers can reduce their perceived risk, enhance the perceived value of the SST, and induce greater adoption intention associated with the innovation. Propositions are tested using an experiment. Multiple analysis of covariance and follow‐up tests either fully or partially supported 11 out of 12 hypotheses. A set of managerial implications and recommendations is provided.

Details

Journal of Services Marketing, vol. 16 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 30 November 2023

Filipa Freitas Alves, Cláudia Miranda Veloso, Elisabete Gomes Santana Félix, Bruno Barbosa Sousa and Marco Valeri

This research aims (i) to assess the level of customer satisfaction and loyalty to self-service technologies and Auchan Retail Portugal, (ii) to identify the determinants of…

Abstract

Purpose

This research aims (i) to assess the level of customer satisfaction and loyalty to self-service technologies and Auchan Retail Portugal, (ii) to identify the determinants of customer satisfaction and loyalty to these technologies and also, (iii) to identify their influence on customer loyalty to this modern distribution retailer operating in Portugal.

Design/methodology/approach

A conceptual model was defined to meet the research objectives and to carry out the quantitative analysis applied to the random sample (n = 483) of customers. The data used where gathered via an online questionnaire survey, which covered all dimensions of the conceptual model, applied in 2021 in Portugal. To validate the hypotheses, Cronbach’s alpha and multiple linear regression models were used.

Findings

The results reveal that customer satisfaction with self-service technologies has a direct and positive effect on customer loyalty to Auchan Retail Portugal. Furthermore, results reveal that the technology utility factors significantly influence the customer technology experience which has an impact on perceived service quality and perceived risk. The findings of this research provide data on how to improve customer adoption and satisfaction with self-service technology and highlight that these technologies should be part of firm’s competitive strategy.

Originality/value

This study presents itself as a novelty for science, while granting important contributions to the retailer. It presents an innovative conceptual model that delivers to Auchan the basis for it to move toward smart retail technologies, aiming at the market trend of personalization. For future research, this study can be used as an instrument to evaluate the customer experience with self-service technology and to examine the determinants and effects of self-service technology separately.

Details

EuroMed Journal of Business, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1450-2194

Keywords

Article
Publication date: 16 June 2021

Chun Liu and Jingjing Yang

The purpose of this study is to explore how hotels evolve their dynamic capabilities to adjust their technology-based strategy to improve performance and to gain competitive…

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Abstract

Purpose

The purpose of this study is to explore how hotels evolve their dynamic capabilities to adjust their technology-based strategy to improve performance and to gain competitive productivity (CP) during the COVID-19 pandemic and in the aftermath.

Design/methodology/approach

In-depth interviews with hoteliers were conducted to unveil their dynamic capabilities amid the pandemic as regard adjustments and performance of self-service technology (SST)-based strategies. Thematic analysis was used to analyze the data.

Findings

Data analysis revealed four types of dynamic capabilities (i.e. sensing, learning, integrating and coordinating capabilities). Equipped with these capabilities, hotels made minor adjustments to their SST strategies. In general, during an economic downturn, hotels refrained from introducing new SSTs. SSTs introduced before the pandemic were used more frequently and received enhanced customer feedback. The findings further revealed that the factors influencing hotels’ application of SSTs before and after the outbreak of COVID-19 remained similar.

Originality/value

This is the first research integrating CP, dynamic capabilities and strategic management process to explain how hotels adjust technological strategies to recover in a suddenly changed environment. Such a framework enables scholars and practitioners from content-oriented and process-oriented perspectives to make quick but sound strategic management decisions in adapting to turbulent environments. This timely study enriches the expertise of using technology as a recovery strategy and contributes to future research on the practical application of SSTs and crisis management.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 9
Type: Research Article
ISSN: 0959-6119

Keywords

Book part
Publication date: 14 October 2019

Petranka Kelly, Jennifer Lawlor and Michael Mulvey

Purpose: The development of service automation continues to underpin the travel, tourism and hospitality sectors providing benefits for both customers and service companies. The…

Abstract

Purpose: The development of service automation continues to underpin the travel, tourism and hospitality sectors providing benefits for both customers and service companies. The purpose of this chapter is to showcase the practice of self-service technology (SST) usage in the contemporary tourism and hospitality sectors and present a conceptual framework of customer SST adoption.

Design/Methodology/Approach: This chapter offers an examination of theory, research and practice in relation to SST usage in tourism, highlighting the benefits and drawbacks arising for both customers and service providers. Since the benefits are achieved only if SSTs gain effective adoption with customers, this chapter focuses on concepts underpinning the study of customer SST adoption. Drawing on SST adoption factors and SST customer roles, a conceptual framework of SST adoption is discussed.

Findings/Practical Implications: This chapter examines the principles and practice underpinning the usage of self-service technologies in the travel, tourism and hospitality sectors, with specific reference to customer SST roles in co-creation. The customer SST roles provide a more detailed and nuanced picture of the customer perspective on SST usage. These nuanced roles are captured in a conceptual framework which seeks to further refine the understanding of customer SST adoption.

Research Implications & Originality/Value: The framework provides a useful foundation for further research with a focus on customer empowerment in SSTs. The future development of service automation will require a balance between the delivery of a personalised and smarter customer experience and technology applications that are unobtrusive and which do not pose any ethical or privacy concerns.

Details

Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

Keywords

Article
Publication date: 15 November 2018

Atieh Poushneh and Arturo Z. Vasquez-Parraga

This study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?

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Abstract

Purpose

This study aims to answer the following question: How can customer readiness be instrumental in non-technology-based service delivery?

Design/methodology/approach

Using a field study, this research examines the role of customer readiness in customer participation in non-technology-based service delivery and its indirect effects on such customer outcomes as perceived service quality, customer satisfaction and customer willingness to recommend.

Findings

The results show that customer readiness is a second-order construct. It has a significant impact on customer participation in service delivery, which in turn impacts three key service outcomes: customer perceived service quality, customer satisfaction and customer willingness to recommend. Four factors influencing customer readiness (consumer previous experience, consumer desire for control, consumer perceived risk and customer organizational socialization) are also empirically evaluated.

Research limitations/implications

Some limitations of the study are related to sample size and use of a type of services. The research tested 13 hypotheses with a limited sample size in one context. A better representation of the population and a more generalizable outcome require more representative samples and studies in various contexts such as banking, hotel services or health care services. This study demonstrated the importance of customer readiness for effective participation in non-technology-based service delivery; it does not address the impact of customer readiness on participation in the context of technology-based services. Future research may also shed light on when and why customers choose technology-based services versus non-technology-based services.

Practical implications

Effective customer participation in service delivery can, and should, benefit from boosting customer readiness.

Originality/value

This research shows the impact of customer readiness on non-technology-based service delivery, more specifically, the impact of customer readiness on customer participation in this type of service delivery. Customer readiness has been found to be beneficial in the provision of technology-based services; yet, its role in the provision of non-technology-based services has not been thoroughly evaluated.

Article
Publication date: 14 September 2015

Lisa Schuster, Judy Proudfoot and Judy Drennan

This paper aims to use the Model of Goal-Directed Behavior (MGB) to examine the factors affecting consumers’ continued use of emerging technology-based self-services (TBSSs) with…

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Abstract

Purpose

This paper aims to use the Model of Goal-Directed Behavior (MGB) to examine the factors affecting consumers’ continued use of emerging technology-based self-services (TBSSs) with credence qualities. Professional services, which traditionally require specialized knowledge and high levels of interpersonal interaction to produce owing to their credence qualities, are increasingly delivered via self-service technologies. Health services delivered via mobile devices, for example, facilitate self-care without direct involvement from health professionals.

Design/methodology/approach

A mental health service delivered via the Internet and mobile phone, myCompass, was selected as the research context. Twenty interviews were conducted with users of myCompass and the data were thematically analyzed.

Findings

The findings of the study showcase the unique determinants of consumers’ continued use of TBSSs with credence qualities relative to the more routine services which have been the focus of extant research. The findings further provide support for the utility of the MGB in explaining service continuance, although the importance of distinguishing between extrinsic and intrinsic motivational components of behavioral desire and capturing the impact of social influence beyond subjective norms is also highlighted.

Originality/value

This study contributes to recent research examining differences in consumer responses across TBSSs and behavioral loyalty to these services. It also provides empirical evidence for broadening and deepening the MGB within this behavioral domain.

Details

Journal of Services Marketing, vol. 29 no. 6/7
Type: Research Article
ISSN: 0887-6045

Keywords

1 – 10 of over 1000