Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

Guan, Xinhua; Xie, Liang; Shen, Wenguo; Huan, Tzung‐Cheng

doi:10.1016/j.techsoc.2021.101564

Cited by 37 publications

(34 citation statements)

References 59 publications

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“…Moreover, it has also been used by many researchers for collecting consumer data in different contexts. [61][62][63] The survey for this study was designed based on a set of questions being validated in previous researches. The first section comprised of the demographic data, while the second section dealt with the measurement items of variables.…”

Section: Methodsmentioning

confidence: 99%

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Exploring the Impact of Social Media Marketing Features on Purchase Intention in the Fast-Food Industry

Hanaysha

2022

Metamorphosis: A Journal of Management Research

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This study was directed towards testing the effect of four social media marketing activities on purchase intention in the fast-food industry. The required data was obtained from several customers of different fast-food restaurants in the United Arab Emirates via a survey method. During data analysis, the partial least squares structural equation modelling was used for checking the reliability as well as validity of research instrument and then verify the proposed hypotheses. The results confirmed the significance of selected social media marketing activities in affecting purchase intention. Particularly, the results showed that interactivity, entertainment, informativeness, and perceived relevance have significant positive effects on consumer purchase intention. These outcomes suggest that marketing practitioners should be regularly engaged in social media advertising activities to create value for customers and influence their purchase behaviours. From a theoretical perspective, this study contributes to the existing literature by testing the role of selected social media marketing features and consumer purchase intention with new insights from a Middle East country owing to the lack of empirical studies on this topic in this region.

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Section: Methodsmentioning

confidence: 99%

“…Moreover, it has also been used by many researchers for collecting consumer data in different contexts. 61–63…”

Section: Methodsmentioning

confidence: 99%

Exploring the Impact of Social Media Marketing Features on Purchase Intention in the Fast-Food Industry

Hanaysha

2022

Metamorphosis: A Journal of Management Research

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“…Further, customers' technology know-how determines their technology readiness (Park & Zhang, 2022), which shows whether the customer is ready to accept technologies (Hsu et al, 2021). In contrast, customers' anxiety towards using SSTs also mainly connects with their level of technology know-how (Guan et al, 2021). Kelly et al (2017, p. 11) found different types of customers in SSTs, including unskilled workers and enforced workers who are not confident about their skills and not willing to work with SSTs.…”

Section: Introductionmentioning

confidence: 99%

Customers' Technology Know-How and Error-Correction Capability in using Self-Service Technologies

Galdolage¹

2022

VJM

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Customers' levels of technology knowledge vary significantly, affecting their performance in Self-Service Technologies (SSTs) and their ability to respond to errors in SSTs caused by service or process failures. Despite the fact that this is a highly practical scenario, scholarly research on the subject is rare. Thus, the purpose of this research is to look into customer technology know-how in SSTs, their corrective actions in the event of SST service/process failures, and differences among customers in terms of service performance, technology know-how, and error corrective capabilities in SSTs. A qualitative approach was used to achieve the research objectives, with semi-structured interviews conducted with 25 SST users from various demographic backgrounds. A non-probabilistic purposeful sampling strategy was used to recruit individuals for the study, with the goal of hiring information-rich cases. Thematic analysis was used to analyze the data. The study identified four types of knowledge that SST users need to effectively complete service transactions: computer knowledge, SST device knowledge, Internet knowledge, and language ability. Furthermore, the study identified numerous mechanisms used by customers to correct errors in SSTs and classified them as 'error preventing' or 'error recovering' mechanisms. Additionally, the study discovered customer performance disparities among SSTs based on their level of technological expertise and error-correcting capabilities. The study divided SST users into three performance categories: 'Full performer,' 'Fair performer,' and 'Poor performer.' The study contributes new knowledge by elucidating the interaction between SST users' technological expertise and error correction capabilities, a phenomenon that is rare in the previous literature, and contributing to the marketing theory by developing a typology to group customers based on customers’ level of technological expertise and error-correcting capabilities. In the practical ground, it informs SST service providers on how to maximize users' level of expertise while improving the service quality. Keywords: Self-service technologies, Technology know-how, Errors in SSTs, SST acceptance

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“…As a precautionary measure, the need to avoid touching devices & surfaces at public and shared places has become necessary to stop the spreading of the disease. Touchless technology gained an expanded recognition during this time and it became very easy to understand the need of this technology in digital interactions and self-service places from vending machines [ 3 ] to identity checks at airports [ 4 ]. Touchless thermometers are the most widely used examples of touchless technology in the COVID-19 pandemic to stop the entry of affected people at access points.…”

Section: Introductionmentioning

confidence: 99%

From luxury to necessity: Progress of touchless interaction technology

Iqbal

Campbell

2021

Technology in Society

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Are you a tech-savvy person? Exploring factors influencing customers using self-service technology

Cited by 37 publications

References 59 publications

Exploring the Impact of Social Media Marketing Features on Purchase Intention in the Fast-Food Industry

Exploring the Impact of Social Media Marketing Features on Purchase Intention in the Fast-Food Industry

Customers' Technology Know-How and Error-Correction Capability in using Self-Service Technologies

From luxury to necessity: Progress of touchless interaction technology

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