...Edwin J. Nijssen; Jeroen J. L. Schepers; Daniel Belanche Purpose – Customers often think that innovations, such as self-service technologies (SSTs), are introduced by service providers to cut costs rather than extend customer service levels. The purpose of this paper is to investigate how...

...B. Ramaseshan; Russel Philip Kingshott; Alisha Stein Purpose – Technological advances and new business models have contributed to the usage of self-service technology (SST) by firms. As SST continues to create organizational efficiencies, firms have jumped on the bandwagon without considering...

...Xinyuan Zhao; Anna S. Mattila; Li‐Shan Eva Tao Purpose The current study aims to investigate the role of post‐training self‐efficacy in influencing customer perceptions and usage of self‐service technologies (SSTs). Specifically, the aim is to propose that high post‐training self‐efficacy...

...Even J. Lanseng; Tor W. Andreassen Purpose The purpose of this paper is to examine the introduction of self‐service technology (SST) in health diagnosis as a means to reduce costs and improve quality in the health care sector – at the same time. Design/methodology/approach A survey...

...Adesegun Oyedele; Penny M. Simpson Purpose The purpose of this study is to build on prior work to empirically test the possible effects of control‐related consumer difference variables on the decision to use self‐service technology (SSTs) in three different contexts. Specifically, the paper seeks...

...Xin Ding; Rohit Verma; Zafar Iqbal Purpose The application of self‐service technology in transaction‐based e‐service (e.g. online financial services) creates a challenge for firms: what combination of features should they offer to satisfy needs from different customer segments? This paper seeks...

... Electronic commerce Self‐service Customer loyalty The advent of Internet and the World Wide Web has enabled an organization to transform many of its services from physical processes to electronic processes, such as e‐tailing, e‐banking, e‐procurement, e‐shopping, etc. The theme of this special issue...

...Hsiu Ju Rebecca Yen; Kevin P. Gwinner The application of technology‐based self‐service in service delivery has grown rapidly in recent years, but our current understanding of customer retention and satisfaction in such contexts remains limited. This paper proposes a conceptual framework...

... reasons for both using and avoiding self‐scanning checkouts with a view to addressing these practitioner issues. In addition, the study advances theory on consumer motivation and behavior related to technology‐based self‐service in general. Factors driving preference or avoidance of self‐scanning...

...L. Michelle Bobbitt; Pratibha A. Dabholkar Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a comprehensive conceptual framework that incorporates several well‐known attitudinal...