.... (2016), “ Factors influencing the acceptance of self-service technologies: a meta-analysis ”, Journal of Service Research , Vol.  19 No.  4 , pp.  396 - 416 . Boepple , L. , Cero , I. , Marek , R.J. , Coulon , S. , Lydecker , J.A. , Brown , J.D. and O'Neil , P.M...

...Nichola Robertson Purpose This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication channels are considered. Design/methodology/approach Qualitative self‐report data from...

...Michael Chih‐Hung Wang Purpose The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting. Design/methodology/approach In cooperation with a survey firm, a total of 424 respondents were...

...João F. Proença; Maria Antónia Rodrigues Purpose The purpose of this paper is to examine the behaviour of Portuguese users and non‐users of self‐service technologies (SSTs) in banking services. Design/methodology/approach An empirical study is conducted by means of a survey questionnaire. Data...

...Hyun‐Joo Lee; Ann E. Fairhurst; Min‐Young Lee Purpose The purpose of this study is to examine ways in which service quality delivered by self‐service kiosks influences consumers' retail patronage intentions. Design/methodology/approach The model was tested in two self‐service kiosk settings...

...Dwane H. Dean Purpose The purpose of this paper is to investigate the effect of shopper age on attitudes toward and use of retail self‐service technology (SST). The age variable has received relatively little attention in the literature. Design/methodology/approach Questionnaire responses from...

... acceptance of the new system. © MCB UP Limited 2003 Automation Self‐service Service industries The alarm rings and my day begins with a shower followed by frozen waffles heated in the toaster. Before leaving for the airport, I go to the airline's Web page, where weeks before I had purchased...

...). Technology enables both customers and employees to be more effective in getting and providing service (Bitner et al., 2000). Through “self‐service technologies” customers are able to serve themselves more effectively. For example, through online banking, customers can access their accounts, check...