The Role of Self-Service Mobile Technologies in the Creation of Customer Travel Experiences

Lu, Chaoren; Geng, Wei; Wang, Iris

doi:10.22215/timreview871

Cited by 5 publications

(9 citation statements)

References 7 publications

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“…This dimension makes it possible to engage customers and even make them loyal to the company (Brun, et al, 2017;Schmitt, 1999). Lu et al (2015) show that mobile SST improves accessibility to information and thereby creates personalized experiences for customers. The affective dimension concerns the generation of moods and feelings during an experience (Gentile, et al, 2007).…”

Section: The Customer Experiencementioning

confidence: 99%

How an In-Store Self-Service Technology Impacts Customer Shopping Experience, Satisfaction and WOM Intentions

Gagné,

Tep,

Arcand

et al. 2024

JMDC

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Retailers are increasingly using self-service technologies (SSTs) in-store. However, their impacts are not well known. The objective of this study is to establish whether the use of SST and its key characteristics (perceived ease of use (PEOU) and perceived usefulness (PU)) has a significant effect on the customer experience (i.e., cognitive, affective, sensory, behavioral and social dimensions). The effect of these dimensions on satisfaction and positive word-of-mouth (WOM) intent were also investigated. We conducted an in-store experiment in which half of the 102 participants chose sports shoes using an interactive wall while a salesperson exclusively assisted the other half. The results demonstrate that the cognitive/positive affective and sensory dimensions of the experience are positively influenced by use of SST while the social dimension is diminished. Further, when SST was used, the negative affect increased. For customers who used the SST, PEOU and PU contribute to enhance all dimensions of the experience, except for PEOU which lowers the social experience. Customer experience positively impact consumer’s satisfaction and WOM intent.

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Section: The Customer Experiencementioning

confidence: 99%

How an In-Store Self-Service Technology Impacts Customer Shopping Experience, Satisfaction and WOM Intentions

Gagné,

Tep,

Arcand

et al. 2024

JMDC

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“…Although the TAM and UTAUT-based models have been around for quite some time and have been used extensively, many scholars continue to test the fitness of the models in different areas and contexts (Williams et al , 2015; Anderson et al , 2006; Carlsson et al , 2006; Li and Kishore, 2006; Kumar et al , 2021). For instance, prior research applied the TAM and various UTAUT models to examine the behavior of consumers toward online fashion (Kim et al , 2009; Ko et al , 2009), travel and leisure (Lu et al , 2015) and even to app-cab service providers in Sweden (Liu, 2017) and the USA (Rayle et al , 2017); however, no prior work has applied the UTAUT models to the app-cab industry in an emerging economic environment. This study seeks to continue this research stream by filling this research gap and apply the various UTAUT-based models to explore technology acceptance, consumer behavior and attitude and technology use with regard to emerging technology (app-cab service) in an emerging economy (India).…”

Section: Theoretical Framing and Development Of Hypothesesmentioning

confidence: 99%

“…Indian app-cab service providers are in high demand and the consumers are enjoying rides with improved services and increased features (Rahman, 2014;Chakraborty, 2021aChakraborty, , 2021b. In fact, improvements in service, especially relative to traditional taxis, are drawing more and more customers to use mobile applications to request rides (Lu et al, 2015). As the Indian market is competitive and consumers, so far, are generally less loyal, consumers tend to shift from brand to brand quickly and often (Shukla et al, 2017;Dash and Chakraborty, 2021).…”

Section: Introductionmentioning

confidence: 99%

Stop hailing, start apping: adoption of app-cab services in an emerging economy

Chakraborty

Dash

Kiefer

et al. 2021

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Purpose This study aims to extend existing theories and fills research gaps regarding the acceptance and use of new technologies by consumers by exploring the adoption of app-cab services in India. Through the application and comparison of a unified theory of acceptance and use of technology (UTAUT) and UTAUT 2/expanded-UTAUT (E-UTAUT) models, this paper empirically tests the relationships between important constructs related to technology adoption, acceptance and utilization in India’s emerging economy. Design/methodology/approach In total, 612 responses to a questionnaire of active and regular users of app-cab services in India are examined. Path analysis and structural equation modeling presents interesting findings indicating that the expanded models have huge implications for the Indian app-cab industry. Findings This paper finds that the UTAUT 2/E-UTAUT models are a good fit for consumers and their behavior toward technology-based services. In particular, this study, one of the first of its kind, examines consumer acceptance and use behavior and identifies the factors that influence customer behavior with regard to new technology (app-cab services) in an emerging economy (India). Theoretical and practical implications are discussed. Originality/value Very few studies are available on app-cab adoption in emerging economies.

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“…Many sectors, especially the banking sector, use technology to regulate services by minimising the employee or customer interface which, in turn, is more cost-effective. A great number of customers are opting for technology-based service delivery systems (Lu, Geng & Wang 2015). Technology provides an opportunity for banks and financial institutions to support the economic growth of South Africa (Dobush 2015;Fenu & Pau 2015;Shaikh & Karjaluoto 2014).…”

Section: Literature Review Backgroundmentioning

confidence: 99%

Mobile phone banking: A comparative analysis of e-service quality and customer loyalty of banking applications and Unstructured Supplementary Service Data services

Chigori

Viljoen

Ford

et al. 2020

J. econ. financ. sci.

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Orientation: Mobile devices are becoming a popular means to access the Internet and conduct e-banking activities. Banks are marketing e-banking solutions to increase their customer base.Research purpose: This study contrasts how the service quality of mobile phone applications and Unstructured Supplementary Service Data banking influence customer loyalty. The study examined e-service quality to validate and determine the nature of the relationship of the proposed model.Motivation for the study: The study was conducted in a mobile banking (MB) setting in South Africa, with a technologically savvy young adult population. To win customer loyalty, banks need to provide innovative solutions to this group of clients.Research approach/design and method: A positivistic paradigm with a quantitative approach and descriptive design was adopted for this study. A convenience sampling method was used to distribute a questionnaire to 300 students, with a response rate of 73%.Main findings: The findings showed that fulfilment, privacy and efficiency were all significantly related to overall service quality and customer loyalty for both banking models. Based on the findings, privacy, fulfilment and efficiency are critical facets to both MB applications and Unstructured Supplementary Service Data banking.Practical/managerial implications: Banks need to target ‘unbanked’ customers to register for a bank account via Unstructured Supplementary Service Data banking or MB applications.Contribution/value-add: However, there is still a lack of knowledge about these services among the population. Therefore, banks need to educate potential and existing customers on these products and services to fully exploit the market segments.

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The Role of Self-Service Mobile Technologies in the Creation of Customer Travel Experiences

Cited by 5 publications

References 7 publications

How an In-Store Self-Service Technology Impacts Customer Shopping Experience, Satisfaction and WOM Intentions

How an In-Store Self-Service Technology Impacts Customer Shopping Experience, Satisfaction and WOM Intentions

Stop hailing, start apping: adoption of app-cab services in an emerging economy

Mobile phone banking: A comparative analysis of e-service quality and customer loyalty of banking applications and Unstructured Supplementary Service Data services

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