Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes

Customer Roles in Self-Service Technology Encounters in a Tourism Context

“…In addition, the literature has offered substantial insights into the conditions that underpin customers' use of SSTs. For example, the factors which affect a customer's usage of SSTs, range from user characteristics and attitudes (Gelderman, Ghijsen, & Diemen, 2011;Lin & Chang, 2011;Meuter, Bitner, Ostrom, & Brown, 2005), demographics (Dean, 2008;Lee, Cho, Xu, & Fairhurst, 2010), and technology characteristics (Meuter et al, 2005) to situational influences (Dabholkar & Bagozzi, 2002;Simon & Usunier, 2007;Wang, Harris, & Patterson, 2012). More specifically, Kelly, Lawlor, & Mulvey (2011) have identified seven of the most researched SST adoption factors in the literature, namely demographic variables (e.g.…”

Customer decision-making processes and motives for self-service technology usage in multi-channel hospitality environments

“…The need to understand consumer decisions regarding SSTs have justified the research attention into the factors affecting consumer adoption of SSTs (Curran and Meuter, 2005;Gelderman et al, 2011). A review conducted by the authors of publications relating to SST adoption from the past ten years identified over 60 publications in peer reviewed journals.…”

“…This review produced a number of SST adoption factors that were researched in various contexts for different SST types. These factors range from user characteristics and attitudes (Dabholkar and Bagozzi, 2002;Gelderman et al, 2011;Lin and Chang, 2011;Meuter et al, 2005;Walker and Johnson, 2006), consumer demographics (Dean, 2008;Lee et al, 2010;Nilsson, 2007), technology attributes to situational factors (Dabholkar and Bagozzi, 2002;Gelderman et al, 2011;Simon and Usunier, 2007;Wang et al, 2012). Seven of the most often researched SST adoption factors in the literature include demographic variables (e.g., age, gender, income and education), trust, perceived risk, perceived ease of use, perceived usefulness, technology readiness and preference for personal contact (Kelly et al, 2011).…”

“…Seven of the most often researched SST adoption factors in the literature include demographic variables (e.g., age, gender, income and education), trust, perceived risk, perceived ease of use, perceived usefulness, technology readiness and preference for personal contact (Kelly et al, 2011). Baron et al (2006) and Gelderman et al (2011) suggest that the widely popular empirical testing of factors predicting the adoption of technology by consumers is reaching saturation. There is a need to explore how consumers use the technology that they have adopted and to understand the nuances of consumer behaviour which are difficult to capture with standard questionnaires (Baron et al, 2006;Lin and Chang, 2011).…”

“…The development of various SST options have enriched the company portfolio of service delivery channels; thus, offering opportunities for cheaper and more efficient service provision and more satisfied customers (Meuter et al, 2000). However, customer behaviour towards SSTs has been predominantly researched in terms of the factors that affect consumers in their usage or intentions to use SSTs (Gelderman et al, 2011;Lin and Hsieh, 2007). A major shortcoming of SST adoption factor research, from the perspective of the customer, is the assumption that once SSTs are used by customers, they will then proceed to use them regularly on all occasions thereafter (Wang et al, 2012).…”