Self-Service Project Literature Review Summary
Framework
Antecedent
Person -> Self-Service
AP1:
Consumer Evaluations of New Technology-Based Self- Service Options: An Investigation of Alternative Models of Service Quality - 1996
Customers’ evaluations toward the quality of self-service technologies (SST) have not been investigated. This paper proposed two models to test what would affect customers’ expected service quality (ESQ) of SST and further influence the intention of using SST. The first model (system design) found that ease of use (+), enjoyment (+), control (+), and waiting time (-) would have signficiant effect on ESQ of SST. Howvever, no effect was found for speed of delivery and reliability of SST. The second model (person) found that need for interaction (-) and attitude toward using technological products (+) would have significant effect on ESQ of SST. Moreover, waiting time (-) and ESQ of SST (+) would have significant effect on the intention of using SST.
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AP2:
AP3:
The influence of technology anxiety on consumer use and experiences with self-service technologies - 2003
The implementation of new technologies is blooming in retail environment. However, not all customers use and appreciate new technologies. In this research, the finding indicates that customers with higher level of technology anxiety (TA) use less self-service technology (SST), and vice versa. In addition, TA was found to affect the customer’s overall satisfaction and intention of using SST.
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AP4:
AP5:
The role of post-training self-efficacy in customers’ use of self service technologies - 2007
This research aims to investigate the role of post-training in influencing customer’s intention of using self-service technology (SST). More specifically, the proposed model is that high post-training self-efficacy would reduce technology anxiety (TA) so that increasing the perceived ease of use, which would then increase the intention of using SST. The results show that post-training self-efficacy has positive impact on ease of use which increases customers’ intention to use SST.
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AP6:
Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology 2007
This paper studies the cognitive, demographic, and situational determinants for the preference of using self-service technologes (SST) over human service. Findings show that the two cognitive determinants, rational engagement and experiential style, would have positive and negative effect on the preference for SST, respectively; Waiting time at human service window has a significant influence on the preference of using SST; Task complexity moderates the effect of experiential style on preference of SST; and age has negative relationship with the preference of SST.
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AP7:
Self-service Technology and Online Financial Service Choice 2007
This paper investigates what drives customers to use self-service and professional service in an online financial service setting. The findings show that self-service customers prefer personal control, time saving, cost saving, and avoidance of personal contact; on the other hand, customers who prefer professional service value professionally managed accounts. Besides, the above effects are moderated by customers’ age, gender, and internet access.
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AP8:
Customer choice of self-service technology: the roles of situational influences and past experience - 2010
This paper studies the situational influences on customers’ choice between self-service and huamn service and examines the impact of past experiences on self-service technologies (SST) attitudes and behavior. The results indicate that perceived waiting time, task complexity, and companion influence are the three situational factors that moderate the causal relationship between SST attitude and behavior. In addtion, past SST experience, including firt-time, failure and recovery, and product-norm, has impact on customers’ attitude and behavior toward SST.
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AP9:
Why the little things matter: Exploring situational influences on customers’ self-service technology decisions - 2015
This research proposed that situational influences can often have much impact on customers’ decision to approach or avoid self-service technologies (SST). Situational influences studied include order size (Task), wait-time tolerance (Person), location convenience (System design), and employee presence (System design), and they all have strong influences in customers’ attitude toward SST. Besides, these influences are moderated by customers’ perceived time pressure and shopping effectiveness.
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AP10:
Omnichannel Service Operations with Online and Offline Self-Order Technologies– 2017
This paper proposed a theoretical model to study the impact for different types of self-order technologies (SOT) (online vs offline) on customer demand, employment levels, and restaurant profits. Customers using SOT experience reduced waiting cost and increased demand. Moreover, these phenomena may carry over to other customers who do not use SOT. Despite some public opinions telling that SOT would speed up job cuts, the authors found that some firms should increase employment level after implementing SOT. Finally, this paper suggests that firms with customers who have high wait sensitivity (high income) should implement online SOT, and in contrast, firms with low wait sensitivity customers (low income) should implement offline SOT.
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System Design -> Self-Service
AS1:
Consumer Evaluations of New Technology-Based Self- Service Options: An Investigation of Alternative Models of Service Quality - 1996
Customers’ evaluations toward the quality of self-service technologies (SST) have not been investigated. This paper proposed two models to test what would affect customers’ expected service quality (ESQ) of SST and further influence the intention of using SST. The first model (system design) found that ease of use (+), enjoyment (+), control (+), and waiting time (-) would have signficiant effect on ESQ of SST. Howvever, no effect was found for speed of delivery and reliability of SST. The second model (person) found that need for interaction (-) and attitude toward using technological products (+) would have significant effect on ESQ of SST. Moreover, waiting time (-) and ESQ of SST (+) would have significant effect on the intention of using SST.
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AS2:
An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors - 2002
To be witten
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AS3:
Effects of personal control on adoption of self-service technology innovations 2002
To be witten
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AS4:
AS5:
AS6:
Determinants and Outcomes of Customers’ Use of Self-Service Technology in a Retail Setting - 2007
To be written
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AS7:
The role of post-training self-efficacy in customers’ use of self-service technologies - 2007
To be witten
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AS8:
Examining the influence of control and convenience in a self-service setting - 2009
To be witten
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AS9:
Customer choice of self-service technology: the roles of situational influences and past experience - 2010
This paper studies the situational influences on customers’ choice between self-service and huamn service and examines the impact of past experiences on self-service technologies (SST) attitudes and behavior. The results indicate that perceived waiting time, task complexity, and companion influence are the three situational factors that moderate the causal relationship between SST attitude and behavior. In addtion, past SST experience, including firt-time, failure and recovery, and product-norm, has impact on customers’ attitude and behavior toward SST.
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AS10:
Only If it Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation - 2012
To be witten
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AS11:
Touch Versus Tech When Technology Functions as a Barrier or a Benefit to Service Encounters - 2014
To be written
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AS12:
Why the little things matter: Exploring situational influences on customers’ self-service technology decisions - 2015
This research proposed that situational influences can often have much impact on customers’ decision to approach or avoid self-service technologies (SST). Situational influences studied include order size (Task), wait-time tolerance (Person), location convenience (System design), and employee presence (System design), and they all have strong influences in customers’ attitude toward SST. Besides, these influences are moderated by customers’ perceived time pressure and shopping effectiveness.
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Environment -> Self-Service
ES1:
Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology - 2007
This paper studies the cognitive, demographic, and situational determinants for the preference of using self-service technologes (SST) over human service. Findings show that the two cognitive determinants, rational engagement and experiential style, would have positive and negative effect on the preference for SST, respectively; Waiting time at human service window has a significant influence on the preference of using SST; Task complexity moderates the effect of experiential style on preference of SST; and age has negative relationship with the preference of SST.
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ES2:
Touch Versus Tech When Technology Functions as a Barrier or a Benefit to Service Encounters 2014
To be written
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Task -> Self-Service
TS1:
An Information Stock Model of Customer Behavior in Multichannel Customer Support Services – 2015
To be written
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TS2:
Why the little things matter: Exploring situational influences on customers’ self-service technology decisions - 2015
This research proposed that situational influences can often have much impact on customers’ decision to approach or avoid self-service technologies (SST). Situational influences studied include order size (Task), wait-time tolerance (Person), location convenience (System design), and employee presence (System design), and they all have strong influences in customers’ attitude toward SST. Besides, these influences are moderated by customers’ perceived time pressure and shopping effectiveness.
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Consequence
Self-Service -> Customer
SCST1:
Self-service technologies: understanding customer satisfaction with technology-based service encounters - 2000
To be written
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SCST2:
The potential hazard of self-service in developing customer loyalty - 2001
To be written
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SCST3:
Implementing Successful Self-Service Technologies - 2002
To be written
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SCST4:
A Practice Perspective on Technology-Mediated Network Relations: The Use of Internet-Based Self-Serve Technologies – 2004
To be written
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SCST5:
Determining consumer satisfaction and commitment through self-service technology and personal service usage - 2006
To be written
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SCST6:
Determinants and Outcomes of Customers’ Use of Self-Service Technology in a Retail Setting - 2007
To be written
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SCST7:
Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels Evidence from Customer Behavior in an Online Banking Channel – 2009
To be written
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SCST8:
Are Self-Service Customers Satisfied or Stuck? - 2010
To be written
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SCST9:
Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction 2012
To be written
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SCST10:
Self-Service Operations at Retail Stores- The Role of Inter-Customer Interactions 2013
To be written
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SCST11:
Customer experience from a self-service system perspective 2014
To be written
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SCST12:
The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention - 2015
To be written
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SCST13:
Why did they do it- How customers self-service technology introduction attributions affect the customer-provider relationship - 2016
To be written
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SCST14:
Mitigating the Negative Effects of Customer Anxiety through Access to Human Contact - 2019
To be written
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Self-Service -> Company
SCPY1:
A Practice Perspective on Technology-Mediated Network Relations: The Use of Internet-Based Self-Serve Technologies – 2004
To be written
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SCPY2:
Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels Evidence from Customer Behavior in an Online Banking Channel – 2009
To be written
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SCPY3:
At Your Service on the Table: Impact of Tabletop Technology on Restaurant Performance – 2019
To be written
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SCPY4:
The Sales Impact of Using Handheld Scanners: Evidence from the Field 2020
To be written
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