Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology

Simon, Françoise; Usunier, Jean‐Claude

doi:10.1016/j.ijresmar.2006.11.004

Cited by 165 publications

(140 citation statements)

References 51 publications

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“…Also, age (e.g., Ding et al 2007;Simon and Usunier 2007;Dean 2008), gender (e.g., Elliott and Hall 2005;, and education (e.g., Meuter et al 2005;Weijters et al 2007) have been considered as important determinants of acceptance . Customer demographics and its influence on shopping behavior have been of interest to researchers for decades, but the concept has not yet been fully explored in the existing literature on technology adoption (Weijters et al 2007), which has produced varying results (Lee et al 2010).…”

Section: Research Framework and Methodologymentioning

confidence: 99%

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our study investigates consumers' assessments of self-checkout in a retail outlet, and its influence on post-usage intentions. The study presents a causal model in order to determine (i) whether consumers evaluate service quality for self-checkout based on five different attributes: speed, ease-of-use, control, reliability, and enjoyment; (ii) whether the evaluation of service quality differs according to demographics and usage frequency; and finally (iii) if service quality delivered by self-checkout relates to overall customer satisfaction and retail patronage. We conclude that successful use of self-checkout may ''tie'' consumers to a provider, representing a feature that differentiates a retailer from competitors.

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Section: Research Framework and Methodologymentioning

confidence: 99%

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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“…This review produced a number of SST adoption factors that were researched in various contexts for different SST types. These factors range from user characteristics and attitudes (Dabholkar and Bagozzi, 2002;Gelderman et al, 2011;Lin and Chang, 2011;Meuter et al, 2005;Walker and Johnson, 2006), consumer demographics (Dean, 2008;Lee et al, 2010;Nilsson, 2007), technology attributes to situational factors (Dabholkar and Bagozzi, 2002;Gelderman et al, 2011;Simon and Usunier, 2007;Wang et al, 2012). Seven of the most often researched SST adoption factors in the literature include demographic variables (e.g., age, gender, income and education), trust, perceived risk, perceived ease of use, perceived usefulness, technology readiness and preference for personal contact (Kelly et al, 2011).…”

Section: Research Into Factors Affecting Sst Adoptionmentioning

confidence: 99%

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

Kelly¹,

Lawlor²,

Mulvey³

2013

IJECRM

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Abstract:The contemporary hospitality service industry is changing with the introduction of new self-service technologies (SSTs) and their rapid adoption by customers. Examples of SSTs include hotel reservation websites, self check-in kiosks and mobile telephone service applications. The introduction of these electronic channels for communication with customers offers further opportunities for customer relationship management if customers choose to interact with them. Therefore, the aim of this paper is to understand the customer decision-making processes and underlying motivations for SST usage in multi-channel hospitality service environments. The data collection method employed was short qualitative interviews with 133 passengers at the departure area of an international airport. The findings contribute to an understanding of how and why customers use SSTs, which is critical from an eCRM perspective, in that many sectors of the hospitality industry may encourage or indeed require customers to use SSTs. As a result, this element of chosen/forced usage may have a huge impact on the user-company relationship.

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“…Technology plays a central role in service delivery, providing several channels through which consumers can be reached, e.g., the Internet, mobile technologies and kiosks [1][2]. Many of these channels are self-service -technologies that enable users to direct the service they receive, e.g., cash withdrawals, shopping transactions etc., with minimal direct input from staff [ 3].…”

Section: Introductionmentioning

confidence: 99%

“…It is difficult to determine whether the effects of particular services investigated in one study can be generalized to other types of services [ 2], as users of different technology-based services have different motivations and rely on different types of guidance based on the context and task.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Gendering the Machine: Preferred Virtual Assistant Gender and Realism in Self-Service

Payne

Szymkowiak

Robertson

et al. 2013

Lecture Notes in Computer Science

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Abstract.A virtual agent is a human-like character that is designed to assist users in interactions with technology and virtual worlds. Research into the preferred visual characteristics of a virtual agent has focused on education-based agents, gaming avatars, and online help assistants. However, findings from these studies are not necessarily generalizable to other technologies, such as self-service checkouts (SSCO). This paper describes data from 578 participants, looking at the gender preferences of Virtual Assistants (VA) in a SSCO context and the impact of VA realism depending on user gender. Due to female participants' preference for female VAs, and an overall preference for threedimensional characters, a realistic, female VA should be used in SSCO. The results are discussed in terms of similarity-attraction theory and social role theory.

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Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology

Cited by 165 publications

References 51 publications

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

Gendering the Machine: Preferred Virtual Assistant Gender and Realism in Self-Service

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