Self-service Technologies Research Articles

Enhancing customer civility: Integrating civility climate behaviors and self-service technology

Enhancing customer civility: Integrating civility climate behaviors and self-service technology

A model for sustainable development: Advancing digital food retailing

The technological revolution has driven food retail towards self-service technologies (SSTs). The supermarket concept thrived due to consumer convenience and direct food access. This qualitative study explored the modernization of food retail through new technologies, focusing on Canadian stakeholders’ perceptions. Using a grounded theory approach, it aimed to create a sustainable digital food system model addressing social and moral food access aspects. Findings revealed that digitalization in food retail is driven by economic motives and stakeholders’ desire for collaboration and partnership to support food access.

The Impact of Self-Service Technologies on Cinemagoing Experiences: A Hungarian Case Study

This study investigates the relationship between self-service technologies (SSTs) and cinemagoing experiences. An online questionnaire was created and filled out by 202 respondents to assess their preferences regarding SSTs in Hungarian cinemas. The analysis was conducted in R based on the following factors: gender, age, place of residence, and cinema attendance frequency. The results showed that 78.43% of males and 79.47% of females preferred hybrid systems combining both human staff and SSTs. There was no significant relationship between gender and SST preference. However, respondents aged 26–35 years and those over 50 years were less likely to prefer SSTs. In addition, people who live in capital cities showed a higher likelihood of preferring SSTs. Despite minor demographic differences, the overall results indicate a strong preference for SSTs across all groups. Predictions using ordinal logistic regression suggest that future cinemagoers will continue to prefer SSTs, with probabilities ranging from 65.58% to 75.90%. These results can help in understanding the growing acceptance of SSTs in cinemas and suggest that their implementation could be well-received by future audiences.

Exploring the consequences of automation in the post-pandemic era: hotel labor woes

PurposeThis study provides an overview of challenges and opportunities presented by the increasingly prevalent self-service technology adoption in the hotel industry, with a focus on the post-COVID-19 pandemic era and related workplace issues.Design/methodology/approachA review of relevant literature along with references to secondary data is provided to support the viewpoints presented by the authors. A brief critical interpretation of published works on automation, self-service and similar technology-supported services in the hospitality industry, particularly the hotel industry, is outlined.FindingsPotential near- and long-term workplace challenges, in the context of automation, for hotel employees and operators are summarized. Evidence based on published scholarly works and news reports indicates that there will be a period of difficulties in the hotel industry, and the hospitality industry in general, when it comes to the adoption of transformative technology solutions that support automation and self-service. However, the authors assert that a balanced and calculated approach to embracing such technologies could create new career paths as well as job security for hotel employees and stability for hotel operators.Originality/valueThe perspectives offered in this study focus on the difficulties as well as prospects of embracing technology-supported automation in the hotel industry in the context of a unique era and the accelerated adoption of various technology solutions following the COVID-19 pandemic. The documented challenges are also framed with aligned opportunities to offer a roadmap for both practitioners and scholars.

Towards more accessible digital urban public transport for people with autism spectrum disorder (ASD): a critical incident analysis (CIT)

PurposeThis study empirically and comparatively examines two digital technologies that have been implemented as part of the experience of urban public transport during the COVID-19 pandemic in the city of Barcelona, the digitization of tickets and self-service technology in kiosks in the different operators of the metropolitan transport authority (ATM) environment. The study gives a voice to people with ASD and makes a theoretical and practical contribution to making urban transport increasingly digitized after the COVID-19 pandemic, more accessible and inclusive for the group, little observed so far.Design/methodology/approachThe data collection consisted of a discussion group, ethnographic techniques and a visit to the Barcelona Metro (2022), and interviews after the visit through a semi-structured questionnaire with 12 participants with ASD. This study uses the critical incident analysis (CIT).FindingsResults provide an extension of the attribute-based Dabholkar model (1996) that applies to the perception of the use of self-service technology, when using digital technologies in urban transport.Originality/valueThis redefinition of the current model of the perception of the use of technology, taking into account the needs of people with ASD, will enable better decision making by transport operators for previously neglected groups.

Customer Acceptance for Self-Service Technologies in Malaysian Fast-Food Restaurants: An Empirical Study

Recently, the fast-food industry has witnessed an increase in adopting self-service technologies (SSTs) intended to offer customers increased convenience and efficiency. This study seeks to find out the factors influencing customer acceptance of SST in fast food restaurants in Melaka, Malaysia, using the Technology Acceptance Model. For that purpose, a structured questionnaire was presented to 350 customers of fast food and this data was analyzed by descriptive and inferential statistics. A test of the hypotheses revealed that perceived ease of use (PEOU) and perceived usefulness (PU) are highly significant predictors of customers' attitudes toward using SSTs (ATU). More specifically, PU indicates stronger effects on acceptance such that customers are more willing to use SSTs when obvious practical benefits would be achieved from them regarding faster services and greater accuracy in placing orders. The findings also indicate that younger, highly educated customers with previous experience with SSTs are more likely to accept this innovation. These insights go a long way in helping the operator of fast food to design a better customer experience using technology-driven solutions. This covers the improvement of user interfaces, the emphasis on the practical benefits of SSTs, and tailoring marketing strategies to diverse customer segments.

The adoption of self-service check-in kiosks among commercial airline passengers

This study examines passenger adoption of self-service check-in kiosks based on the technology acceptance model (TAM) and its extension. This study investigated the relationships between three independent variables (technology self-efficacy, need for human interaction, and perceived enjoyment) and two TAM's cognitive variables (perceived usefulness and ease of use). The analysis of these relationships is novel in aviation self-service technology research. Structural equation modeling (SEM) was employed to analyze 346 valid responses. The analysis reveals that enjoyment enhances the perception of self-service check-in kiosks as useful and easy to use, resulting in greater intention to use them. Moreover, passengers with higher confidence in their technological self-efficacy are more likely to perceive check-in kiosks as helpful. However, passengers may perceive kiosks as less useful when they require more human interaction. The results of this study contribute to the current knowledge on aviation self-service adoption. Additionally, managerial implications are offered to improve the future of airlines' passenger services.

Technology Readiness and Users Satisfaction towards Self-Service Technology at Malaysian Airport

This study examines the relationship between four dimensions of Technology Readiness Index (TR) namely optimism, innovativeness, insecurity, discomfort, and the level of customer’s satisfaction towards the use of self-service technology (SSTs) at the airport. SSTs used by the airport operators or airlines at the terminal for check-in or when performing other transactions includes booking airline ticket online, kiosk check-in and mobile check-in. At the same time, this study also tries to look at whether there is any difference in technology readiness between different demographic groups of Malaysians. Survey questionnaires were distributed to passengers at Kuala Lumpur International Airport (KLIA) and Low Cost Carrier Terminal (LCCT) in Sepang, Selangor, Malaysia. The result of the analysis shows that innovativeness and optimism have a positive relationship with customer satisfaction. There are also differences in technology readiness among different gender for innovativeness and insecurity index. The implication of the study suggests that Malaysia’s airport or airline providers should increase customer satisfaction especially by introducing new innovative technology at their premises. The findings may also help firms develop their strategy to further increase the customer’s satisfaction when using the self- service technology (SST) at airports in Malaysia.

Does User Burden Matter?: Age Differences in User Behavior of Self-Service Technology

Many struggle with adapting to widespread self-service technology (SST). Existing studies overlook user difficulties and their impact, neglecting the burden experienced. Little attention has been given to understanding the relationship between user burden, dissatisfaction with SST or store, and loyalty. We investigated situational factors affecting the SST user burden and its association with dissatisfaction, reuse, and revisit intentions. Additionally, we explored potential differences in these relationships between younger and older generations. Conducting a scenario-based survey of restaurant kiosk users (with varying numbers of people waiting) and utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis (484 participants), we found consistent user burden variables influencing dissatisfaction with SST, but differing variables for dissatisfaction with store between age groups. Moreover, technology experience moderates this effect only in the elderly model. Our findings contribute to understanding negative aspects, such as user burden and dissatisfaction with SST, enriching SST literature and loyalty theory.

Self-Service Hotel Check-In: Is There Still a Role for the In-Person Experience?

ABSTRACT This study investigated the short service encounters of hotel guests’ in-person versus self-service technology (SST) check-in experiences based on their perceptions of the check-in significance and impact on service and relationship outcomes. Guests (n = 378) completed an intercept survey at four mega-resorts immediately after check-in. Based on social cognitive theory, a research model was developed and tested using PLS-SEM. Check-in significance was an important personal psychological factor in customer perceptions, influencing their service quality evaluation, satisfaction, intention to engage, and trust the service provider. Emotional engagement intention served as a partial mediator. Multi-group analysis showed a significantly higher effect of in-person check-in on customer satisfaction and intention to emotionally engage with employees compared to SST check-in. Theoretical and practical contributions to customer relationship management are presented.

Delighting customers: Evaluating service quality and customer satisfaction of self-checkout users in sports retail

Digitalization has transformed dynamics across all fields, and technology has completely changed the customer experience. One prominently utilized technology in offline retail is self-checkout services. The present study intends to investigate the attributes that influence people to use self-checkout services and assess their impact on service quality and customer satisfaction. Drawn from Dabholkar’s attribute-based model, the study employs a positivist approach to test the conceptual framework. After the preliminary survey of 330 respondents, it identified ninety-nine consumers who had used the self-service check-out facility. The data collected were analyzed using a multi-variate technique – Partial Least Squares Structural Equation Modeling (PLS-SEM) – owing to the small sample size requirement. All independent variables taken for the study positively affect the service quality. Customer perception of control, ease of use, reliability, enjoyment, speed, adventure, and openness positively affect service quality. It was noted that ease of use, with a variance value of 2.451, and openness to experience, with a variance value of 2.437, show the importance of determining independent variables with service quality. The study findings reported that service quality is primarily influenced by ease of use, enjoyment, and openness to experience. It underlines that some retail customers will likely feel frustrated rather than enjoy the self-service technology, perceiving it as less reliable. The study suggests incorporating openness to experience and adventure shopping in retail outlets that can enhance consumer satisfaction and loyalty. Adopting an immersive and interactive shopping experience will ultimately improve the perception of service quality and customer happiness.

Self-service technologies: A bibliometric analysis

In this paper, we applied bibliometric methods to analyze the field of self-service technology (SST). Our goal was to identify the most impactful publications and journals, comprehend the key topics studied as well as the emerging trends and forecast future research trends in this domain. The Scopus database was used to extract 490 documents related to SST between 2000 and 2023. Our analyses include the most cited papers, sources of publications, bibliographic coupling, and topic modeling. As the body of literature continues to expand, we identified the most influential source “Journal of Service Marketing” which holds a prominent position in this area. The citation analysis revealed the highly influential papers that have made significant contributions to their respective fields. Notably, Meuter [Meuter, ML, AL Ostrom, RI Roundtree and MJ Bitner (2000). Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters] in the realm of SST emerged as the most frequently cited paper, exerting substantial influence in academic literature. We applied bibliometric coupling in this field, which resulted in the discovery of seven clusters in SST. These clusters shed light on various aspects associated with these topics, offering valuable insights. The findings of this research offer valuable insights to study researchers by bringing clarity to this research field. Finally, the study presents the implications and recommendations for researchers. The findings of this paper offer valuable insights to study researchers by bringing clarity to the fields of the study.

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.

Enabling self-service technology (SST) using an intelligent chatbot to advance the online apparel co-design process

ABSTRACT Apparel co-design in online has emerged as a promising approach to enhancing customer experience by offering customised apparel. However, effectively communicating accurate product requirements through product configurators for co-design is a challenge for non-specialists. This study proposes an approach to improve the online apparel co-design by developing a natural language-based, self-service technology-enabled chatbot to effectively elicit customer requirements. The study was based on sports bra as a case study, with a Wizard of Oz approach used to characterise the chatbot requirements through a newly developed website. Thematic analysis was conducted on chatlogs generated by thirty participants who co-designed a sports bra with the assistance of a product expert. Key findings were used to develop a reference model based on a morphological box, which helps design and develop a chatbot on product configurators in the online apparel retail industry to enhance experience through effective customer requirement elicitation.

Analisis Manajemen Risiko Keamanan Self-Service Technology Perbankan Syariah

Self Service Technology (SST) is a technology that allows customers to make transactions or carry out services independently without depending on employees. In the banking world, the Self-Service Technology services that customers can use are Automatic Teller Machine (ATM), Mobile Banking and Internet banking services to make things easier customers. However, you must be aware of various risks or potential incidents that could occur when customers use SST services. This research aims to analyze the security risk management of Sharia Banking Self-Service Technology. This research method uses a qualitative approach with field study methods through interviews and documentation. The results of this research are that Bank BJB Syariah has implemented Self-Service Technology security risk management with various strategies to minimize the security risks of Sharia Banking Self-Service Technology.

Airline Self-Service Technology Adoption: Moderating Impact of Gender and Experience

Purpose: The purpose of the paper is to examine the role of technology paradoxes, including technology anxiety, insecurity and forced usage, to understand consumer adoption behavior towards self-service technology. The present study also investigates the moderating effect of gender and experience on the relationship between paradoxes and adoption attitude towards self-service technology. Design/methodology/approach: In this study, a quantitative research approach was employed. We tested the research hypotheses using survey data collected from 249 users of self-service technology in the airline sector. Further, we tested the structural path relationship using SmartPLS-4. Findings: The findings have revealed the significant impacts of technology anxiety and insecurity on adoption attitude. The findings also reveal the partial moderating roles of gender and experience in the link between paradoxes and adoption attitude. Research limitations/implications: This study does not consider other factors influencing consumer adoption of self-service technology, such as ease of use, trust, and speed. The present study relies on cross sectional data to study consumer attitudes. Longitudinal research is required to examine consumer adoption attitudes towards technology in long run. Originality/value: The present study contributes to literature by investigating the role of paradoxes to understand consumer adoption attitudes and also determine the strategies that must be focused upon by service providers to enhance the experience of customers using self-service technology.

확장된 자기효능감 기반 가치수용모델을 적용한 셀프서비스기술 수용의도

This study aims to explore the structural relationships between older customers' technological self-efficacy, personal innovativeness, perceived values (social, utilitarian, hedonic), attitudes, and behavioral intentions regarding technology-based, contactless services in hotels and restaurants. The survey, based on previous research, targeted customers over 50 who have experience using Self-Service Technologies (SST) in the hotel and restaurant sector, with a final valid sample of 228 respondents included in the analysis. The conclusions from this study's hypothesis testing are as follows: First, senior customers' technological self-efficacy positively impacts utilitarian value but negatively impacts social value. However, it does not significantly affect hedonic value or behavioral intentions. Second, personal innovativeness positively impacts social, utilitarian, and hedonic values, with the most significant enhancement observed in hedonic value. It also significantly influences behavioral intentions. Third, while utilitarian and hedonic values positively affect attitudes, social value does not have a significant impact on attitudes. Fourth, the attitude of senior customers towards SST positively influences their behavioral intentions. These findings suggest that efforts to enhance the technological self-efficacy of the senior customer segment could strengthen functional interactions with technology, thereby enhancing the adoption intentions of SSTs in the hotel and restaurant industries.

Evaluation of digital solutions for passenger attitudes towards health measures at Dalaman airport during COVID-19 period

During the COVID-19 pandemic, the Ministry of Transport and Infrastructure and airline companies implemented various measures to prevent the spread of the virus and reduce the risk of transmission. Among the various measures implemented, those utilizing digital technologies to minimize contact between passengers at airport terminals and ground services personnel have been particularly noteworthy. Self-service technologies not only enhance time and space efficiency but also minimize interpersonal contact. This research aims to evaluate the positive impact of COVID-19 measures implemented at Dalaman Airport on passenger satisfaction and to examine the role of digital technologies in this effect. To this end, face-to-face surveys were conducted with at least 415 passengers at Dalaman Airport between October and November 2023. The data obtained were analyzed using the SPSS program to determine the effects of COVID-19 measures and digital technologies on passenger satisfaction. The research factor analysis, reliability analysis, correlation, and regression analyses to examine the relationships between satisfaction, digitization, and measures reducing discomfort, revealing significantly positive relationships. As a result, this research recommends airport management to realign technology investments and customer service policies centered on passenger satisfaction. Digitalisation efforts can facilitate passengers to better adapt to new norms and provide a safer and more comfortable travel experience. The research also highlights that future studies with generalized findings across a wider range of airports and passenger demographics will develop a more comprehensive understanding of how digital technologies can be used more effectively in the aviation sector.

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

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.

Use of Mobile Technologies to Streamline Pretriage Patient Flow in the Emergency Department: Observational Usability Study.

In emergency departments (EDs), triage nurses are under tremendous daily pressure to rapidly assess the acuity level of patients and log the collected information into computers. With self-service technologies, patients could complete data entry on their own, allowing nurses to focus on higher-order tasks. Kiosks are a popular working example of such self-service technologies; however, placing a sufficient number of unwieldy and fixed machines demands a spatial change in the greeting area and affects pretriage flow. Mobile technologies could offer a solution to these issues. The aim of this study was to investigate the use of mobile technologies to improve pretriage flow in EDs. The proposed stack of mobile technologies includes patient-carried smartphones and QR technology. The web address of the self-registration app is encoded into a QR code, which was posted directly outside the walk-in entrance to be seen by every ambulatory arrival. Registration is initiated immediately after patients or their proxies scan the code using their smartphones. Patients could complete data entry at any site on the way to the triage area. Upon completion, the result is saved locally on smartphones. At the triage area, the result is automatically decoded by a portable code reader and then loaded into the triage computer. This system was implemented in three busy metropolitan EDs in Shanghai, China. Both kiosks and smartphones were evaluated randomly while being used to direct pretriage patient flow. Data were collected during a 20-day period in each center. Timeliness and usability of medical students simulating ED arrivals were assessed with the After-Scenario Questionnaire. Usability was assessed by triage nurses with the Net Promoter Score (NPS). Observations made during system implementation were subject to qualitative thematic analysis. Overall, 5928 of 8575 patients performed self-registration on kiosks, and 7330 of 8532 patients checked in on their smartphones. Referring effort was significantly reduced (43.7% vs 8.8%; P<.001) and mean pretriage waiting times were significantly reduced (4.4, SD 1.7 vs 2.9, SD 1.0 minutes; P<.001) with the use of smartphones compared to kiosks. There was a significant difference in mean usability scores for "ease of task completion" (4.4, SD 1.5 vs 6.7, SD 0.7; P<.001), "satisfaction with completion time" (4.5, SD 1.4 vs 6.8, SD 0.6; P<.001), and "satisfaction with support" (4.9, SD 1.9 vs 6.6, SD 1.2; P<.001). Triage nurses provided a higher NPS after implementation of mobile self-registration compared to the use of kiosks (13.3% vs 93.3%; P<.001). A modified queueing model was identified and qualitative findings were grouped by sequential steps. This study suggests patient-carried smartphones as a useful tool for ED self-registration. With increased usability and a tailored queueing model, the proposed system is expected to minimize pretriage waiting for patients in the ED.