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Consumer views of self-service technologies

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  • Lawrence F. Cunningham
  • Clifford E. Young
  • James H. Gerlach

Abstract

This study examined how customers perceived and classified a set of 12 self-service technologies (SSTs) based on multidimensional scaling. The authors describe first, how the classifications developed by Lovelock are perceived by consumers and then, how the individual SSTs map onto those classifications. Results of the study show that 67% of the variance in classification is explained by two dimensions of customization/standardization and separability/inseparability. The authors also propose a typology for the SSTs based on their groupings in the classification framework. The authors discuss the managerial implications of the findings and suggest directions for future academic research.

Suggested Citation

  • Lawrence F. Cunningham & Clifford E. Young & James H. Gerlach, 2008. "Consumer views of self-service technologies," The Service Industries Journal, Taylor & Francis Journals, vol. 28(6), pages 719-732, July.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:6:p:719-732
    DOI: 10.1080/02642060801988522
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    Cited by:

    1. Oleg Curbatov, 2013. "The 'Knowledge Marketing': A New Trend In A Management Science World," Post-Print hal-01509370, HAL.
    2. Chanwoo Cho & Sungjoo Lee, 2014. "Strategic planning using service roadmaps," The Service Industries Journal, Taylor & Francis Journals, vol. 34(12), pages 999-1020, August.
    3. Guan, Xinhua & Xie, Lishan & Shen, Wen-Guo & Huan, Tzung-Cheng, 2021. "Are you a tech-savvy person? Exploring factors influencing customers using self-service technology," Technology in Society, Elsevier, vol. 65(C).
    4. Leung, Larry Sau Kei & Matanda, Margaret J., 2013. "The impact of basic human needs on the use of retailing self-service technologies: A study of self-determination theory," Journal of Retailing and Consumer Services, Elsevier, vol. 20(6), pages 549-559.
    5. Kallweit, Katrin & Spreer, Philipp & Toporowski, Waldemar, 2014. "Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 268-276.
    6. Teresa Fernandes & Rui Pedroso, 2017. "The effect of self-checkout quality on customer satisfaction and repatronage in a retail context," Service Business, Springer;Pan-Pacific Business Association, vol. 11(1), pages 69-92, March.
    7. Di Pietro, Loredana & Pantano, Eleonora & Di Virgilio, Francesca, 2014. "Frontline employees׳ attitudes towards self-service technologies: Threats or opportunity for job performance?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 844-850.

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