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Modeling the habit of self-service technology usage

Author

Listed:
  • Cheng Wang

    (International Business School Suzhou, Xi’an Jiaotong-Liverpool University, Suzhou, China)

  • Jennifer Harris
  • Paul G Patterson

Abstract

Prior self-service technology (SST) studies focus primarily on the initial adoption and its drivers. However, the long-term viability and success of an SST depend on regular and frequent usage. Therefore, this study draws on social psychology and information system/information technology literature to investigate the habit of SST usage and its driving forces. Using panel data pertaining to 626 Australian customers who used a supermarket self-checkout machine over 12 weeks, the results reveal a strong carryover effect of habit. Satisfaction and self-efficacy positively contribute to habit development. Past behavior exerts an impact through frequency and recency effects. Moreover, the driving forces of habit are more complicated for men than for women. The findings provide important implications for service providers planning technology upgrades. The results suggest that to prevent habit disruption, gradual improvements are a better and safer strategy than introducing a new, disruptive technology.

Suggested Citation

  • Cheng Wang & Jennifer Harris & Paul G Patterson, 2017. "Modeling the habit of self-service technology usage," Australian Journal of Management, Australian School of Business, vol. 42(3), pages 462-481, August.
    • Handle: RePEc:sae:ausman:v:42:y:2017:i:3:p:462-481
    DOI: 10.1177/0312896216640862
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    References listed on IDEAS

    as
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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Habit; longitudinal study; panel regression; self-service technology;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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