... Publishing Limited Licensed re-use rights only Asymmetry Case modeling Complexity Configuration E-grocery Online services Innovation e-commerce Co-creation Bayesian statistics Self-service technology Internet shopping Complex demographic and psychological conditions identify e...

... Personal Introspection ( SPI ) journeys, netnography of public discussions and secondary materials. Data were analyzed via thematic analysis using a PSR-aligned human-first logic. Findings Results reveal a causal model where Role Delegation via Self-Service Technology (Antecedent) activates two core...

...Hesam Teymouri Athar; Steven Shepherd Purpose Self-service technologies (SSTs) are increasingly prevalent in retail and service environments, but not all customers respond favorably. While some prior work shows that consumer entitlement has a profound impact on human service provider interactions...

... that consumers evaluate more positively a service failure involving a self-service technology framed as a robot rather than one framed as an automatic machine. They provide evidence that this effect is driven by higher perceptions of agency and that the association between technology and agency held by consumers...

..., the authors suggest ways service providers can eliminate the stressors, thereby reducing consumers’ fear and preventing resistance or negative word-of-mouth behaviors. This study has valuable implications for both scholars and practitioners. Risk Structural equation modeling Self-service technology...

... Service innovation Structural equation modeling Smart services Intellectual unmanned convenience store Self-service technology Unified theory of acceptance and use of technology In recent years, a growing number of retailers have launched various smart services and expected to serve...

...-pandemic environment. Both situations completely altered the way services are typically produced and consumed, and academic researchers can (and should) play a role by addressing these important business issues. Two major themes from early Self-Service Technology (SST) research include consumer adoption...

... grocery chain when he introduced the self-service method of food merchandising more than a century ago (Piggly Wiggly, 2019 ; Schumpeter, 2015). More recently, COVID-19 has likely forever shifted consumers’ interactions with firms toward the use of self-service technologies (SSTs), which will require...

..., NSI and TCO affect experience value creation/destruction. Surprisingly, NSI creates value, revealing MMT as hybrid self-service technology. Customer value Customer service Customer experience Self-service technology Technology and service Mobile money transfer Senegal Africa Experience...

...Zhongpeng Cao; Qian Xiao; Weiling Zhuang; Lina Wang 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...

...://creativecommons.org/licences/by/4.0/legalcode Well-being Co-creation Health services Self-service technology Peer-to-peer Transformative service Transformative value Weight loss Behaviour maintenance Social support Overweightness and obesity constitute a common risk for many chronic diseases...

... (frontline employees and self-service technologies) are reviewed, highlighting the importance of collaboration between services marketing and other disciplines (e.g. management, computer science) for their advancement. These research areas are selected for review because they have yielded rich streams...

.... e-commerce Customer experience Self-service technology Technology and service Augmented reality Rapport experience Body surveillance Fashion consciousness Online shopping environment Ministry of Science and Technology of Taiwan MOST 106–2410-H-155-010-MY2 MOST 108-2410-H-155 −034...

... Technologies. Additionally, a quantitative study of recent service technology research serves as a reality check for academic researchers on business reality and provides research and practical recommendations. Technology adoption Leximancer Digital Self-service technology Digital economy Text-mining...

...Johanna Gummerus; Michaela Lipkin; Apramey Dube; Kristina Heinonen Purpose This study aims to introduce and characterize a specific form of self-service technology (SST), customer self-service devices (SSDs), as well as propose and apply a classification scheme of SSDs to encourage future research...

...Christopher L. Newman; Kathleen Wachter; Allyn White Purpose Mobile apps represent an emergent self-service technology that has greatly contributed to the rise of mobile shopping. However, the existing services and marketing literature offer little insight on consumer app usage. Further, little...

...Joel E. Collier; Michael Breazeale; Allyn White Purpose When a failure occurs with a self-service technology (SST), do customers want to give back the “self” in self-service? The authors explore employee’s role in a self-service failure and how the presence of other customers can change that role...

...Joel E. Collier; Daniel L. Sherrell; Emin Babakus; Alisha Blakeney Horky Purpose – The purpose of this paper is to explore the potential differences between types of self-service technology. Specifically, the paper explores how the dynamics of public and private self-service technology influence...

...Toni Hilton; Tim Hughes; Ed Little; Ebi Marandi Purpose – Employees have traditionally played a major role in the customer's service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. This paper seeks to use...