Examining the influence of control and convenience in a self-service setting

Collier, Joel E.; Sherrell, Daniel L.

doi:10.1007/s11747-009-0179-4

Cited by 223 publications

(222 citation statements)

References 63 publications

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“…SST can be assumed to be an alternative channel for consumers who want to reduce service delivery time . SST can be used to overcome the perceived time and location constraints of a full service offering and can be the deciding factor on which service channel to use (Collier and Sherrell 2010). Customers who commonly strive to make the most efficient use of their time may prefer not to interact with employees in a full service encounter (Rodie and Kleine 2000;Durkin, 2004).…”

Section: Speed Of Service Deliverymentioning

confidence: 99%

“…The longer consumers have to wait for a service, the less satisfied they will be with the service itself. Conversely, if customers expect that a service will be delivered speedily, they are likely to evaluate the service more highly (Dabholkar 1996) which may affect their overall satisfaction (Collier and Sherrell 2010).…”

Section: Speed Of Service Deliverymentioning

confidence: 99%

“…From a self-service perspective, perceived control is defined as a belief in one's ability to command and exert power over the process and outcome of a self-service encounter (Collier and Sherrell 2010). Some customers tend to feel more in control when they perform the service for themselves (Bateson 2000;Rodie and Kleine 2000;Dabholkar et al 2003).…”

Section: Perceived Controlmentioning

confidence: 99%

“…Johnson 2006), control perceptions also depend on external conditions, such as e.g., accessibility of the technology, perceived crowding, and other situational factors (Collier and Sherrell 2010;Wang 2012). According to Bateson (1985) and Anselmsson (2001), the higher the level of perceived control by consumers while experiencing a service, the higher their degree of satisfaction.…”

Section: Perceived Controlmentioning

confidence: 99%

“…Conversely, a diminished sense of control may reduce customer satisfaction (Bateson and Hui 1987). According to Collier and Sherrell (2010), lack of control can frustrate customers and discourage future further self-service transactions. In fact, perceived control was identified as one of the discriminating factors between users and non-users of SST (Walker et al 2002;Howard and Worboys 2003).…”

Section: Perceived Controlmentioning

confidence: 99%

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The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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Self-service technologies (SSTs) are defined as technological interfaces that enable customers to produce a service without direct employee involvement. Among various SSTs, self-checkouts are being tested by grocery stores across the world. However, while most studies focus on SST adoption, there is limited research on its impact on service quality, customer satisfaction, and retention. Our study investigates consumers' assessments of self-checkout in a retail outlet, and its influence on post-usage intentions. The study presents a causal model in order to determine (i) whether consumers evaluate service quality for self-checkout based on five different attributes: speed, ease-of-use, control, reliability, and enjoyment; (ii) whether the evaluation of service quality differs according to demographics and usage frequency; and finally (iii) if service quality delivered by self-checkout relates to overall customer satisfaction and retail patronage. We conclude that successful use of self-checkout may ''tie'' consumers to a provider, representing a feature that differentiates a retailer from competitors.

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Section: Speed Of Service Deliverymentioning

confidence: 99%

Section: Speed Of Service Deliverymentioning

confidence: 99%

Section: Perceived Controlmentioning

confidence: 99%

Section: Perceived Controlmentioning

confidence: 99%

Section: Perceived Controlmentioning

confidence: 99%

See 3 more Smart Citations

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Fernandes

Pedroso

2016

Serv Bus

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Self‐Service Technology

Sucu

Demangeot

2015

Wiley Encyclopedia of Management

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Recent technological development has enabled firms to design customer interactions with reduced or zero human intervention, by employing self‐service technologies ( SSTs ). The main benefits for marketers of adopting SSTs are cost efficiency, consistency in the delivery of standardized services, consumer convenience, 24/7 availability, consumer involvement and motivation, and wide distribution. In SST interactions, customers play a larger role in the production of the services that they request. Firms have less control over the quality and performance of the service.

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Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers?

Jiang

Qin

2022

J of Consumer Behaviour

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The application of artificial intelligence in the retail industry has exposed many innovation opportunities and significantly impacts consumer behavior. Based on the social presence, retailer innovativeness, and self-determination theories, this study constructs an integrated and original framework for elucidating the influence mechanism of the social characteristics of anthropomorphic intelligent services (chatbots) on consumer behavioral intentions. An empirical study of Chinese consumers (n = 442) reveals the following: first, the social presence of chatbots exerts a direct and positive impact on retailer experience innovativeness and intimacy; second, retailer experiential innovativeness, intimacy, and sense of empowerment mediate the influence of the social presence of chatbots on consumers' behavioral intentions; third, the cute communication styles in the low-level social presence are very conducive for promoting the relationships between social presence and experiential innovativeness. By improving the level of social presence, formal communication styles can play a key role in promoting relationships. Theoretically, this study contributes to the social presence theory by extending it to the interaction with retailer experiential innovativeness and exploring the chain-like mediating role of experiential innovativeness, as well as the self-determined satisfaction between the social presence and consumer behavior intentions. Furthermore, this study also examines how different chatbot communication styles moderate the influence of social presence on consumers' behavioral intentions, thereby revealing the differential effects and boundary conditions of chatbot social presence on consumer behaviors. These findings will offer retailers insights into consumers' psychological activities to practically design chatbots and conduct smart retail innovation activities. | INTRODUCTIONThe existing literature defines a chatbot as "a computer program, which simulates human language employing a text-based dialogue system" (Zumstein & Hundertmark, 2017; p.98) that is supported by advanced mobile technology, cloud technology, big data, and biometrics, while relying on natural language processing, such as text and semantic analyses, to generate answers from databases or networks through the knowledge graph (Huang & Rust, 2021). Chatbots, which are utilized in many fields, are generally run as chat programs. For example, the chatbots employed by Taobao's "Ali Xiaomi" and JD's "JIMI" enable customers to improve their chat experience through social language. Further, the virtual assistant, "M," which was created by Facebook, can help users shop, book hotels, and organize trips over the network. In China, chatbots are highly valued by industries and academia. A survey by iResearch predicted that the Chinese chatbot market size, which exhibits a continuous growth trend, would reach 1.40 and 2.71 billion Yuan in 2019 and 2020, respectively; it is

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Examining the influence of control and convenience in a self-service setting

Cited by 223 publications

References 63 publications

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

The effect of self-checkout quality on customer satisfaction and repatronage in a retail context

Self‐Service Technology

Chatbots in retail: How do they affect the continued use and purchase intentions of Chinese consumers?

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