Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance

Feng, Wenting; Tu, Rungting; Lu, Tim; Zhou, Zhimin

doi:10.1080/0144929x.2018.1557745

Cited by 49 publications

(39 citation statements)

References 55 publications

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“…While some attendees may prefer traditional paper tickets, results from RQ3 suggest ticket-type preference does not impact future purchase intentions, a finding contrary to previous work in nonsport settings (Feng et al, 2019;Reinders et al, 2008). Respondents in both ticketing preference groups indicated strong intentions to attend this event in the future.…”

Section: Discussioncontrasting

confidence: 70%

“…As more sport organizations move to a completely digital ticket environment, do sport consumers simply acquiesce to accept the new technology or do they feel strongly enough about the forced SST adoption that it will impact future consumption decisions? Prior research in e-ticketing among airline and train passengers has suggested forced SST adoption produces not only negative attitudes toward the ticketing provider but also negative future consumption intentions and higher likelihood of switching to other providers, as well as a higher likelihood of sharing negative opinions with other consumers (Feng et al, 2019;Reinders et al, 2008). Sport allegiance, however, is likely a stronger influence among consumers than loyalty to transportation brands.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Yet many sport organizations and venues are moving to mobile-only ticket delivery (Fisher, 2018;Kaplan, 2020), forcing consumers to use a specific technology as opposed to selecting a preferred delivery system. While the impact of forced use of self-service technologies (SSTs) on consumer attitudes has been examined in other industries (Feng et al, 2019;Liu, 2012;Reinders et al, 2008), it has yet to be investigated in the context of sport ticket purchases. This is notable as train or airline tickets rarely have sentimental value to the end user.…”

Section: Literature Reviewmentioning

confidence: 99%

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Understanding sport event ticket-type preference in a forced e-ticket environment

Popp

Simmons

Smith

et al. 2021

SBM

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PurposeMany sport venues utilize digital ticketing, in some instances exclusively. Forced technology adoption among ticket buyers in nonsport contexts, (i.e. airline passengers) has been shown to produce negative responses among consumers. The purpose of the current study is to examine sport consumer response to forced e-ticket adoption.Design/methodology/approachE-surveys were disseminated to attendees of a major NCAA Division I football conference championship game where digital tickets were required for entry for the first time in event history. Mixed methods were utilized to examine both quantitative and qualitative data from 1,821 respondents.FindingsAmong respondents, 29.6% indicated a preference for traditional paper tickets and 48.3% preferred e-tickets, with younger patrons more likely to prefer the digital option. No significant difference related to future consumption was found between those preferring hard tickets and those preferring e-tickets. An analysis of qualitative responses revealed five primary themes for hard ticket preference: (1) ease of use, (2) souvenir, (3) reliability, (4) lack of technology and (5) preference. Five primary themes supporting e-ticket preference were also uncovered: (1) convenience, (2) simplicity, (3) familiarity, (4) paperless and (5) security.Originality/valueThe current study is the first to examine actual sport event consumers in a forced self-service technology environment. Also, no previous studies have explored respondents' preference motivations. The current study is also the first to link both age and future consumption to ticket-type preference.

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Section: Discussioncontrasting

confidence: 70%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

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Understanding sport event ticket-type preference in a forced e-ticket environment

Popp

Simmons

Smith

et al. 2021

SBM

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“…[2]. It is also starting to replace the service employees because of their competitive advantages [3]. Some industries mention that Self-service technology (SST) has become a critical element, especially in controlling costs and improving customer experience [4].…”

Section: Introductionmentioning

confidence: 99%

The Implementation of SST as the System of Room Reservation for Students’ Organization at Atma Jaya BSD Campus

Pratama

Kristiana

Lukito

2022

Journal of Information Systems

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The implementation of SST in any organization activity can create a positive outcome and bring less negative response if the system failed. The bureau of students, alumni, and student career counselling at Atma Jaya has difficulties managing a room booking process for the student’s organization. The current method of room booking is done manually, and it has taken a lot of costs, especially from time, human resources, and the process itself. This research focuses on developing the SST system that can help the bureau manage the room booking process. The system itself will be developed on a web-based platform using Laravel as the framework. The room booking system will be developed using an SDLC model with five general processes: planning, analysing, design, implementation, and testing. This research will also measure user satisfaction while using the system using Kaplan and Norton Model. The result of this study is a web-based system for a room booking process for students’ organizations in Atma Jaya BSD Campus. Based on the evaluation of user satisfaction, this system has an average score of 4.56, which indicates the user is very satisfied using this system for the room reservation.

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“…Customers’ attitude has been considered as an important construct as it could predict customer adoption (Feng et al , 2019), continued use of SSTs (Eriksson and Nilsson, 2007; Shin and Perdue, 2019) and switching intentions (Reinders et al , 2008). It is important for SST service providers to understand the formation process of customers’ attitude in the SST-only mode.…”

Section: Introductionmentioning

confidence: 99%

An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness

Cao

Xiao

Zhuang

et al. 2021

JSM

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Purpose As self-service technologies (SSTs) become more prevalent, service providers are actively encouraging customers’ involvement with these technologies, sometimes even forcing their customers to use SSTs. This paper aims to examine the influence of the SST-only (vs full-service) mode on customers’ negative attitude toward SST providers through the mediating mechanism of powerlessness and explores how SST familiarity and SST anthropomorphism moderate the impacts of the SST-only mode on powerlessness. Design/methodology/approach Three experiments were performed, study 1 tested the main and mediating effect and studies 2 and 3 verified the moderating effects. Findings The results suggest that customer perceived powerlessness mediates the relationship between SST-only (vs full-service) mode and negative attitude toward SST providers. When the levels of SST familiarity and SST anthropomorphism are high, the impacts of SST-only on powerlessness are attenuated. Alternative mediating mechanism of powerlessness is examined and ruled out. Research limitations/implications Future research should investigate other moderators that may reduce the impacts of SST on customer powerlessness. These moderators could be service-operating procedures, SST interface design, types of service situations and customer characteristics. In addition, other consequences of powerlessness, other than the negative attitude toward SST providers and intention to switch investigated here, should be investigated as well. Practical implications This research provides guidelines helping service providers to improve their customers’ SST usage experience by showing both SST familiarity and SST anthropomorphism may alleviate the negative effects of SST-only mode on customer perceived powerlessness more effectively. Originality/value This research examines the role of customers’ psychological reactions toward the SST-only mode, particularly from the perspective of power and control.

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Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance

Cited by 49 publications

References 55 publications

Understanding sport event ticket-type preference in a forced e-ticket environment

Understanding sport event ticket-type preference in a forced e-ticket environment

The Implementation of SST as the System of Room Reservation for Students’ Organization at Atma Jaya BSD Campus

An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness

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