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Service excellence is one of the key differentiators for retailers in the digital environment. To ensure a high level of service quality at the point of sale, retailers contemplate the implementation of Self-Service Information Technologies (SSITs). This chapter 1) examines the mediation effect of service quality within the technology acceptance model and 2) identifies relevant segments based on the level of acceptance and the perception of the service quality provided by an SSIT. Building on data from a laboratory experiment using a fully functional application for Tablet PCs, the partial least squares approach and a combined hierarchical and non-hierarchical cluster analysis were used. The findings reveal that the perceived service quality partially mediates the effect of the attitude towards using on the intention to reuse. Moreover, two distinct segments are identified: the “occasional handymen” and the “enthusiastic experts,” who differ significantly in terms of SSIT acceptance.

To ensure a high level of service quality (SQ), retailers think about offering self-service information technologies (SSIT) at the point of sale. However, the explanatory value of the SQ for SSIT adoption is barely researched. Thus, the present study examines the mediation effect of SQ within the technology acceptance model. Building on data from a laboratory experiment using a fully functional application for Tablet PCs, the partial least squares approach is applied. The findings reveal that the perceived SQ partially mediates the effect of the attitude towards using on the intention to reuse. Therefore, retailers have to emphasize the service-related value of SSITs.