Self-service Systems Research Articles

Digital automation and working life of HR practitioners: a gender analysis of the implications for workforce and work practices

Human Resources (HR) has emerged as a critical target for digital automation, aiming to reduce costs, improve quality, and expedite repetitive processes within organizations. Several literature reviews have explored this topic, yielding mixed results depending on factors related to the specific national and organizational context. They have highlighted issues such as lack of competence, safety and ethical dilemmas, and bias in decision-making processes. However, despite HR being predominantly female dominated, few studies have examined the gendered implications of digital automation in this field. Therefore, this paper aims to investigate the gendered implications of digital automation in recruitment processes and work practices within HR. Drawing upon gender theory, we will conduct a critical literature review based on existing reviews to reevaluate current knowledge. The findings suggest that while digital automation can enhance administrative efficiency in recruitment processes, it does not significantly impact the gender balance of the workforce. However, the findings also indicate that digital automation will likely transform the occupational role into a more masculinized way of working. This transformation is characterized by social distancing, technological rationality, and reliance on self-service systems. In conclusion, digital automation is poised to reshape the HR occupation into what we term “screen-level HR,” comprising a predominantly female workforce engaged in masculine coded work practices.

Integrating Cryptographic Security Features in Information System Barcodes for Self-Service Systems

Integrating Cryptographic Security Features in Information System Barcodes for Self-Service Systems

Digital Governance and Urban Government Service Spaces: Understanding Resident Interaction and Perception in Chinese Cities

With the rapid development of smart cities and the swift transition toward digital governance, optimizing urban spatial governance through digital technology remains underexplored in the Global South, particularly from the perspective of resident perception and interaction. Digitization of government services is a key area of interest in digital governance research; this study investigates the impact of government self-service systems on the spatial perception and behavior of residents in Guangzhou and Foshan, China. Through a mixed-method approach, combining questionnaire surveys and semi-structured interviews and analyzing them using a structural equation model, the findings reveal that government self-service systems significantly influence residents’ spatial behavior and perception. These systems enhance the efficiency of administrative processes, increase convenience, and lead to temporal-spatial compression, thereby reshaping residents’ physical interactions with urban spaces. The findings provide practical insights for policymakers to enhance urban governance by integrating digital technologies to improve residents’ interaction with government services. These insights can guide the development of more efficient, resident-centered digital governance frameworks, particularly in rapidly urbanizing regions. This research contributes to a deeper understanding of how digital technology transforms urban spatial governance, highlighting the critical interplay between individuals, technology, and the urban environment. The study likewise provides examples of the ongoing digital transformation of public services in countries of the Global South that are lagging behind in the area of digital governance.

Exploring Citizens’ Intention to Use Self-Service Technologies in Guyana: A Structural Equation Modelling Approach

Self-service technologies (SSTs) are becoming increasingly relevant in both developed and developing nations. SSTs which include but are not limited to automated teller machines (ATMs) and self-service kiosks, present accessibility and efficiency gains to the organisations which choose to implement them. However, there are challenges to the successful implementation of SSTs, especially in developing countries. Thus, it is essential to develop an understanding of the factors that impact the adoption of self-service technologies. This study is aimed at measuring the factors impacting citizens’ intention to use self-service technology, specifically self-service kiosks to renew driver’s licenses and motor vehicle documentation in the country of Guyana. This study proposes a conceptual model that extends the Technology Acceptance Model to incorporate the constructs of Resistance to Change, Technology Anxiety and User Interface as additional predictor variables. Using data collected from an online survey of 298 Guyanese citizens, the model was tested and validated using Partial Least Square - Structural Equational Modelling (PLS-SEM). The results of the study showed that resistance to change, technology anxiety and user interface were found to be predictors of perceived ease of use. Technology anxiety was found to be a predictor of Resistance to Change. Perceived ease of use was found to be a significant predictor of perceived usefulness while perceived usefulness and perceived ease of use were found to be significant predictors of attitude towards use. Lastly, attitude towards use was found to be a significant predictor of intention to use self-service kiosks. The findings of this study aim to provide a better understanding of the determinants of citizens’ intention to use self-service technologies in Guyana which will help practitioners in designing and offering self-service systems to the public.

Determinants of consumer adoption of multilingual self-service ordering systems in fast food restaurants

Due to the increasing number of international exchanges, foreign users have gradually become a significant consumer segment. Many of them are not proficient in the local language. Providing them with native language services will be an important trend, both from a business and a humanistic perspective. The purpose of this study is to investigate the fast-food restaurant ordering system that can provide multilingual services for foreigners, and to investigate factors that influence fast food restaurant consumers to adopt multilingual self-service ordering systems. Based on the characteristics of foreign users, we have proposed experience factors such as convenience, translation quality, social anxiety, and the Flow. According to research, the convenience of the service has a strong direct impact on consumers' intention to use, social anxiety has a weak direct impact on consumers' intention to use, and translation quality has a weak direct impact on consumers' intention to use through the intermediate variable of social anxiety. Particularly, Flow experience is not associated with intention to use. The Flow state is one in which users are completely immersed and do not notice time or the surroundings when the perceived difficulty of a task matches their abilities. The purpose of this study is to improve our understanding of the customer evaluation criteria for multilingual self-service systems, as well as to establish the MSSS model for future research on multilingual self-service systems.

An Assessment of the Impact of Employee Self-Service Systems on Human Capital Management: A Case Study of KCM Smelter Co. Limited, Chingola, Zambia.

An Assessment of the Impact of Employee Self-Service Systems on Human Capital Management: A Case Study of KCM Smelter Co. Limited, Chingola, Zambia.

A scale for measuring tourists’ technological competence

研究目的随着科技在旅行中的应用普及, 游客必须具备科技使用能力。然而, 关于游客科技使用能力（TTC）的研究很少。因此, 本研究开发了一个有效可靠的量表来衡量TTC。设计/方法在量表的开发中, 我们首先回顾了文献, 并咨询专家, 制定了一组初始测量项目。然后通过探索性因素分析缩减项目, 并通过验证性因素分析验证了测量。我们收集了两组不同的数据来开发和验证TTC量表。研究结果最终的量表包含21个项目和5个因子：在线搜索和预订旅行信息, 使用自助服务系统, 操作虚拟现实/增强现实技术, 使用旅行应用程序, 以及在旅游目的地使用科技。在分析可靠性、构造效度、标准相关效度和已知群体效度后, TTC量表已被确定为具有可接受的可靠性和效度的测量工具。创新性/价值我们提出了游客的科技使用能力概念, 并开发了一个用于衡量的量表。除了填补研究空白外, 了解与游客科技使用能力相关的项目可以帮助推动数字化和技术时代的旅游教育, 并为那些开发旅游目的地科技服务的人提供参考。

Self-Service Aversion: correlations between Experience Design and rejection of bank ATMs by some users

This study addresses people’s resistance to using self-service terminals, especially bank ATMs. Many bank customers prefer seeking assistance from other people or auxiliary professionals when using an ATM. It was observed that this rejection or difficulty of use is not always directly related to bad interface designs of these self-service systems. An in-depth research was conducted, involving observation and a survey on-site at three bank branches in Brazil using the Contextual Inquiry method.The research used the contingency coefficient as a statistical method to determine the magnitude of the correlation between psychological and behavioral factors and ATM aversion.The results verified the existence of Self-service Aversion, which is the tendency of some to prefer human service instead of automated service, and is built upon four main constructs: sense of uncertainty, environment, sense of accountability, and user interface design. It was concluded that user experience is influenced by psychological and behavioral factors, such as expectations, cognition, emotion, motivation, and social context, impacting effectiveness and usability.

Machine learning and mixed reality for smart aviation: Applications and challenges

The aviation industry is a dynamic and ever-evolving sector. As technology advances and becomes more sophisticated, the aviation industry must keep up with the changing trends. While some airlines have made investments in machine learning and mixed reality technologies, the vast majority of regional airlines continue to rely on inefficient strategies and lack digital applications. This paper investigates the state-of-the-art applications that integrate machine learning and mixed reality into the aviation industry. Smart aerospace engineering design, manufacturing, testing, and services are being explored to increase operator productivity. Autonomous systems, self-service systems, and data visualization systems are being researched to enhance passenger experience. This paper investigate safety, environmental, technological, cost, security, capacity, and regulatory challenges of smart aviation, as well as potential solutions to ensure future quality, reliability, and efficiency.

Access to non-prescription medicines via vending machines: key considerations to help transfer the self-care concept to the next generation while managing safety risks

Abstract Objectives Non-prescription vending machines are automated self-service systems that are increasingly used to dispense these medicines. Whilst regulatory health academics have devoted considerable attention to non-pharmacy medication outlets in Gulf Cooperation Council countries and others, the public health literature on these vending machines remains lacking. Whilst non-prescription vending machines undoubtedly provide a number of benefits, they are not without their risks, which include polypharmacy and medication interactions. Methods The purpose of this article is to provide a framework for further investigation of the function, advantages, and practical constraints of non-prescription vending machines. Key findings Overall, more research is required to determine the optimal balance between achieving the benefits of non-prescription vending machines whilst avoiding unnecessary constraints on regulatory bodies and vending machine providers but minimizing patient harm. Conclusions Further studies are also required to assess the consequences of these policy experiments. Specifically, there is a need to better understand the extent to which vending machines can provide beneficial and reasonable access to non-prescription medicines to enhance the quality of life of the population especially during pandemics.

Beyond Substantive Goals: A Framework for Understanding Citizens’ Needs and Goals in Bureaucratic Encounters

This paper contributes to e-government research by presenting a conceptual framework of citizens’ needs and goals, with regards to bureaucratic encounters and applying this framework to empirical data. The framework identifies four needs (process security, relational security, discretion, and efficiency/effectiveness) and three goals (substantive outcome, identity-related outcome, and justice- and fairness-related outcome). These needs and goals guide citizens’ approach to bureaucratic encounters. The degree to which they are met may impact the efficiency of service delivery, as well as citizens’ satisfaction with the authorities involved. The framework may be used to analyse citizens’ strategies for bureaucratic encounters and their use of self-service systems, as well as to assess self-service systems, multi-channel strategies, and service designs to determine how they serve citizens’ needs and goals.

Library User as Self-Librarian: Self-Service in Libraries

The article is devoted to self-service libraries and self-service elements in libraries. The aim of the work is to determine the place and role of self-service libraries in the complex system of libraries in the modern society. The author describes various aspects of the use of automated self-service systems and digital technologies in the activities of libraries. The paper analyses the reasons that encourage libraries to switch to self-servicing. The introduction of this form of service is considered as an opportunity to increase the efficiency of the staff work, to free up time for creative activity previously spent on routine processes. The author gives examples of the use of automated self-service systems in libraries. During self-service hours, library users independently receive and hand over books using automatic book distribution stations, library book vending machines. With the help of self-service systems, librarians keep statistics of library visits, identify the most popular books, create lists of readers delaying the return of books, etc. The author analyses the problems faced by librarians working under the system of full or partial self-service. Abroad, the massive introduction of self-service elements in libraries has caused an ambiguous reaction from library staff. Many of them took the innovation as a reason to reduce the number of library staff. Such fears are groundless, since the functions of library specialists are not limited to the issuance of books. The scope of their professional activity is much wider, and knowledge, skills and experience are indispensable when qualified intellectual assistance is required. In the age of digital technologies, self-service in libraries is becoming an integral element of creating a comfortable environment for readers. At the same time, readers still need the help of library staff. Automated self-service systems have a rich potential, if traditional library values are preserved.

Self-Reinforcement Mechanisms of Sustainability and Continuous System Use: A Self-Service Analytics Environment Perspective

The capabilities of the people, processes, and technology are important factors to consider when exploring continuous use to create value. Multiple perceptions and attitudes towards self-service systems lead to various usage levels and outcomes. With complex analytical structures, organizations need a better understanding of IS value and users’ satisfaction. Incompatibility reduces the purpose of self-service analytics, decreasing its value and making it obsolete. In a qualitative, single case study, 20 interviews in a major digital Scandinavian marketplace were explored using the expectation–confirmation theory of continuous use to explore the mechanisms influencing the sustainability of self-service value. Two main mechanisms were identified: the personal capability reinforcement mechanism and the environment value reinforcement mechanism. This study contributes to the post-implementation and continuous use literature and self-service analytics literature and provides some practice implications to the related industry.

Health Information System's Responses to COVID-19 Pandemic in China: A National Cross-sectional Study.

After the outbreak of the coronavirus disease 2019 (COVID-19) pandemic, Chinese hospitals and health information technology (HIT) vendors collaborated to provide comprehensive information technology support for pandemic prevention and control. This study aims to describe the responses from the health information systems (HIS) to the COVID-19 pandemic and provide empirical evidence in the application of emerging health technologies in China. This observational descriptive study utilized a nationally representative, cross-sectional survey of hospitals in China (N = 1,014) from 30 provincial administrative regions across the country. Participants include hospital managers, hospital information workers, and health care providers. Among all the responses, the most popular interventions and applications include expert question-and-answer sessions and science popularization (61.74%) in online medical consultation, online appointment registration (58.97%) in online medical service, and remote consultation (75.15%) in telehealth service. A total of 63.71% of the participating hospitals expanded their fever clinics during the pandemic, 15.38% hospitals used new or upgraded mobile ward rounds systems, and 44.68% hospitals applied online self-service systems. Challenges and barriers include protecting network information security (57.00%) since some hospitals experienced cybersecurity incidents. 71.79% participants hope to shorten wait time and optimize the treatment process. Health care workers experienced increased amount of work during the pandemic, while hospital information departments did not experience significant changes in their workload. In the process of fighting against the COVID-19, hospitals have widely used traditional and emerging novel HITs. These technologies have strengthened the capacity of prevention and control of the pandemic and provided comprehensive information technology support while also improving accessibility and efficiency of health care delivery.

ANALISIS USABILITY SISTEM INFORMASI LAYANAN MANDIRI DI PERPUSTAKAAN UNIVERSITAS BRAWIJAYA

<p>Information Technology makes things easier, the existence of a library in an institution of higher education is very important needed by all academicians, to realize a digital library and library services that are ideal for users is not an easy job. The Brawijaya University library has implemented a book lending independent service and book extensions for its visitors, so that users can feel comfortable and satisfied when utilizing the services available in the library. The independent service system in UB's Library as a form of transformation of the university library in improving the ideal service for visitors.</p><p>The purpose of this study was to determine the usability analysis of independent service information systems in the Brawijaya University Library. This research is a quantitative descriptive study, using the theory of usability to determine the evaluation of self-service systems, the method used is a survey with a sample of 100 students. Hypothesis testing and data processing in this study using Partial LeastSquares(PLS).</p><p>The results of this study indicate that there are 4 hypotheses that have been empirically proven to affect the usability of independent services in the Brawijaya University Library, namely the variables of Learnability, Efficiency, Memorability, Satisfaction (user satisfaction). 1 hypothesis is empirically proven to have no effect, namely the Few error variable (some errors), so that the UB library should innovate to improve services to users by submitting a mobile android based book loan application design. The intended application is intended so that the library user can borrow books independently only with the smartphone the user has.</p>

Challenges of E-commerce Adoption in the Ghanaian Hotel Industry

Electronic-commerce has become an important channel for conducting business. Researchers as well as market executives are trying to better understand online consumer behavior. The internet offers customers, businesses among others, inexpensive and convenient way of conducting online business. Vigorous, consistent, trusted and efficient e-commerce systems have become very essential to the development of all major economies especially a developing country like Ghana. To remain relevant in today’s global competitiveness, developing countries (Ghana) must adopt a safe and reliable electronic commerce system which will serve as the backbone for economic development. In the process of e-commerce adoption, encouraging the acceptance of consumers becomes a crucial factor.The main rationale of this study is to investigate the challenges of e-commerce adoption in the hotel industry from the consumers’ perspective in Ghana. Many studies and models have inspired technology and information systems research. Factors that retard consumers’ predisposition or decision to adopt have been well captured. However, studies on e-commerce adoption in the hotel industry are not so evident in Africa especially Ghana. In particular, this study applied the theory of technology acceptance model (TAM) to explore customers’ adoption of an e-commerce technology in Ghana. The proposed model in the context of this study was tested quantitatively. In order to underscore the causal effects of the independent variables on the dependent variable (e-commerce adoption), a structural equation modelling was employed to analyse the data. Data was collected and analyzed from a representative sample size of 300 respondents selected across the capital of Ghana. A survey questionnaire type was administered to users of hotel related self-service systems (hotel check-in, in –room video viewing, video gaming on demand, hotel booking, and hotel reservation) in Ghana. Respondents were made to answer closed-ended questions constructed in accordance to, technology acceptance model and other prior attempts to establish similar relationship in the existing empirical literature on e-commerce adoption. In summary, this study makes significant contribution to theory with respect to exploring challenges affecting e-commerce adoption by consumers in Ghana. Additionally, this study makes contribution to theory in e-commerce adoption literature in Ghana. It also provides a socially constructed view of the antecedents of e-commerce adoption in a developing country context. Strategies for improving e-commerce development in Ghana are presented in addition to the managerial implications of the research finding General Terms: E-Commerce, Hotel Industry Keywords: Adoption, E-Commerce, Hotel Industry. DOI : 10.7176/EJBM/11-27-14 Publication date :September 30 th 2019

Classifying technological innovation attributes for hotels: an application of the Kano model

ABSTRACTTechnological facilities and services have become attractive features in hotel selection. However, limited research has been conducted on how technological innovation attributes are perceived by hotel tourists. This paper aims to highlight and categorize the technological innovation attributes of hotels based on the Kano model. Empirical testing shows four technological innovation factors: Internet and app usage, smartphone usage as a room key and for payment, E-housekeeping, and the use of electronic self-service systems. Findings provide practical implications for hotel operators planning to introduce technologies into their hotels.

Simulation of water purification machine for vending cyber physical systems

The object of research is a water purification machine for self-service systems. The need for purified water is at the self-service washers, coffee vending machines, and water wending machines. As a rule, such systems are located in geographically scattered places. One of the most problematic places is the selection of the correct configuration of the machine to the location. Another problematic place is high maintenance costs. Most of the existing water purification machines, which are produced today, do not have a monitoring system in their composition, results in an inefficient operation of the service department. These problems lead to a decrease in the number of users of self-service systems. To solve these problems, it is proposed to design a water purification machine that will operate as part of a 5-level vending cyber-physical system. The structure and operating principles of the water purification machine based on the reverse osmosis membrane are described. In the course of the study, Monte Carlo simulation methods were used, which allowed to select the configuration parameters of the machine in accordance with the users' requests. Critical parameters of the equipment influencing the performance of the water purification machine are determined. Based on the simulation results, two typical configurations of the TW30-1812-100 and XLE4040 membrane-based machine are selected. In addition, the software model of the water purification machine is integrated into the analytical system, which generates recommendatory solutions for the service department. The analytical system recommends not only the current replacement of functional units (filters, membranes), but also is able to predict the need for changing the configuration of the machine. This approach allows to optimize service routes and increase the efficiency of the service.

FIRST: Face Identity Recognition in SmarT Bank

The rapid development of information era has influenced to realize the notion of Smart Bank via approaches like paperless services and interactive self-service systems. Since the traditional methods of identity verification are insecure and cumbersome for supporting these services, Smart Bank has been questioned. To overcome the limitations of current identity verification, it is imperative to explore an effective recognition strategy considering the trade-off between security and customer experience, which can conveniently collect identity information and accurately distinguish people. However, few research and existing systems have been reported for an integrated solution of identity verification satisfying convenient and secure banking environment. In this paper, we propose, implement, and deploy an integrated system named FIRST (Face Identity Recognition in SmarT Bank), which is a customized platform for the identity verification via face recognition in Smart Bank. FIRST uses Gabor surface feature and Fisherfaces, which can provide accurate face recognition within acceptable training time. For information acquisition, our system employs the patch-based face quality assessment, which efficiently extracts valuable faces (i.e. front face) from video streams. Furthermore, FIRST provides a distributed environment to effectively manage recognition tasks and massive data. Since March 2015, FIRST has been successfully deployed on 1800 self-service terminals in Jiangsu Province by ABC (Agriculture Bank of China), and is under deployment by State Grid in China.

A case study of hybrid strategies to create value for a contracting business in the education sector in England and Wales

Successful hybrid strategies adopt service marketing principles although the adoption of those principles by construction marketers is not apparent. Through an interpretive inquiry approach attempting to capture multiple views in a case of successful strategic programmes for the primary school market, various value co-creation elements of the programmes are assessed according to four axioms of service-dominant (S-D) logic. The strategic programmes were found to create value by (1) developing new skills and knowledge, building relationships to leverage skills and close the knowledge gaps; (2) enhancing interactions through customer engagement, dialogue creation and enrichment, the use of BIM technologies and social networks; (3) strengthening many-to-many relationships through supply chain integration; and (4) assisting individual customers to define their value propositions and to evaluate them through free self-service systems, and products and services inquiries. Further research is needed to assess how customers value the various co-creation elements identified in the paperevidence for applying the generic value co-creation principles to marketing in construction.