Assisted vs. self-checkout in retail: An empirical analysis of the impact of operational process dimensions on customer satisfaction, recommendation and reuse

Lago, Alejandro; Moscoso, Philip G.; Prieto, Eduardo

doi:10.1007/s12927-016-0001-z

Cited by 6 publications

(8 citation statements)

References 79 publications

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“…The keywords used, in a combined form, were "consumer" and "supermarket," and their respective English translations. We identified 71 articles, which included several variables, among them consumer satisfaction (Amorim, Lago, Moscoso, & Prieto, 2016), purchase intention (Ha, Akamavi, Kitchen, & Fanda, 2014) and evaluation of store image (Kitapci, Dortyol, Yaman, & Gulmez, 2013). The only study that superficially included a cultural aspect was the one by Zhang, Door, and Leeflang (2014).…”

Section: Introductionmentioning

confidence: 99%

The impact of culture, evaluation of store image and satisfaction on purchase intention at supermarkets

Watanabe

Torres

Alfinito

2019

REGE

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Purpose The purpose of this paper is to evaluate the influence of culture in terms of individualism and collectivism (I-C), store image and customer satisfaction, on purchase intention at supermarkets. Design/methodology/approach In order to carry out the descriptive and quantitative research, the authors applied 443 questionnaires to consumers in two Brazilian supermarket chains. The authors used structured equation modeling for data analysis. Findings Customers’ satisfaction and the evaluation of store image positively affect purchase intention; however, I-C did not show any effect. The cultural dimension slightly influenced the assessment of store image by only 2 percent. Store image positively affects consumer satisfaction. Research limitations/implications This study used convenience sampling and omission of vertical and horizontal variations of I-C in data analyses. The authors suggested the use of probabilistic sampling and the inclusion of vertical and horizontal variations of I-C. The relationships investigated herein can still be analyzed in other contexts. Practical implications In order to increase satisfaction and purchase intention, it is necessary to prioritize aspects related to layout, service and products’ variety and quality. Still, managers should not worry about I-C, since it does not affect purchase intention. Originality/value The authors observed the relevance of the study after carrying out a literature review on the subject. There is a lack of studies that investigate the relationship between I-C, evaluation of store image, consumer satisfaction and purchase intention, either together or in the context of supermarkets.

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Section: Introductionmentioning

confidence: 99%

The impact of culture, evaluation of store image and satisfaction on purchase intention at supermarkets

Watanabe

Torres

Alfinito

2019

REGE

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“…Second, the study contributes to the rich stream of literature on retail SSTs (Amorim et al, 2016;Collier et al, 2015;Lien et al, 2019;Vannucci & Pantano, 2019) and, specifically, on the consumer choice problem of selecting between an SCO and a traditional checkout (Gelderman et al, 2011). To this end, we demonstrate the usefulness of the dual-system approach when studying such decision-making.…”

Section: Theoretical Implicationsmentioning

confidence: 86%

“…Previous research on SST adoption and use indicates that customers' perceptions of SST (Amorim, Lago, Moscoso, & Prieto, 2016;Beatson, Lee, & Coote, 2007;Blut, Wang, & Schoefer, 2016;Galletta, Durcikova, Everard, & Jones, 2005;Lien et al, 2019) play a major role in explaining SST use behaviour. Relevant perceptions typically relate to SST's usefulness, convenience, and ease of use, among other factors.…”

Section: Setting the Scene: The Selection Of Self-checkout Over Traditional Checkoutmentioning

confidence: 99%

Four Flavours of Customers: A dual-system perspective on self-service technology use

Rinta-Kahila¹,

Penttinen²

2021

AJIS

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Self-service technologies (SSTs) increasingly permeate retail spaces. To make their SST investments worthwhile, retailers need to turn enough customers into SST users. Previous research has uncovered the significance of habitual behaviour stemming from prior experience and situational factors from the environment on SST use. However, consumers are likely to vary regarding the extent they are driven by either habit or situational factors, suggesting that different types of consumers might exist in this regard. In this paper, we probe these consumer types in a real-life choice situation by studying the choice of selecting a checkout option (either staffed or self-checkout). We conduct a field study employing mixed qualitative methods by observing and interviewing customers checking out from retail stores. We discover four distinct customer types regarding the extent of reflexive (automatic) and reflective (deliberate) processing they use in their checkout selection: habitual traditional checkout users, habitual SCO users, situational users, and drifting users. We discuss the implications of our findings by linking the cognitive processing styles to the different stages of technology acceptance. Our main contribution lies in the development of a typology of consumers based on their selection between SST and human-delivered service.

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“…The provision of services always requires some type of interaction with the user. For example, consumers provide information and feedback, which often requires their physical involvement (Amorim et al, 2016).…”

Section: The Analysis Of Consumer Satisfaction With Public Transport Servicesmentioning

confidence: 99%

A Study of the Satisfaction of the Population of Major Lithuanian Cities With Public Transport Services

Samašonok

Jarašūnienė

Išoraitė

2021

Business: Theory and Practice

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The article analyzes an evaluation of consumer satisfaction with public transport services in the light of academic literature which highlights the importance of the public transport system and the features of public transport services. The article presents the most influential aspects of public transport services to consumer satisfaction, as evaluated by the residents of major Lithuanian cities. The opportunities for service quality improvements are also presented. In order to examine the elements of consumer satisfaction with public transport services in the major Lithuanian cities, a quantitative analysis was performed and the method of statistical analysis was applied. Student’s test was used to compare and analyze the evaluations by the residents of Vilnius and the residents of other major Lithuanian cities. The most influential elements to satisfaction with public transport services and the overall level of satisfaction with public transport services to the residents of major Lithuanian cities (N = 466) were determined. The research results and insights can be applied in planning the improvements of public transport services.

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Assisted vs. self-checkout in retail: An empirical analysis of the impact of operational process dimensions on customer satisfaction, recommendation and reuse

Cited by 6 publications

References 79 publications

The impact of culture, evaluation of store image and satisfaction on purchase intention at supermarkets

The impact of culture, evaluation of store image and satisfaction on purchase intention at supermarkets

Four Flavours of Customers: A dual-system perspective on self-service technology use

A Study of the Satisfaction of the Population of Major Lithuanian Cities With Public Transport Services

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