Purpose: The purpose of the paper is to examine the role of technology paradoxes, including technology anxiety, insecurity and forced usage, to understand consumer adoption behavior towards self-service technology. The present study also investigates the moderating effect of gender and...

Digital transformation brings new perspectives for companies in managing their businesses. One is about how companies accelerate information and service processes by utilizing technology. Due to security factors, biometric-based self-service technology (SST) is becoming popular and preferred in...

Purpose: TBSS is expanding and increasing in tourist destinations, but there are not sufficient previous studies that took a multilateral approach to explain why and how people are induced to use TBSS in tourism settings. This study aims to investigate the role of technology-based self-service...

Problem definition: Self-service parcel locker technology has emerged recently as a solution to address the last mile delivery challenges in several countries. However, voluntary usage (i.e., adoption) of parcel lockers remains limited in numerous areas, with customers generally favoring the...

Most of the world's population lives in countries that ban the self-service sale of gasoline. Causal effects of this regulation can hardly be assessed in these countries due to a lack of policy changes, but a recent quasi-experiment in the state of Oregon allows us to analyze the impact of the...

Self-service technologies (SSTs) are not new to modern consumers, yet the COVID-19 pandemic brings new motivations into SST usage. This study aims to revisit consumers’ SST usage under the pandemic context, focusing on consumers’ changing perceptions on social interactions (i.e. the...

Whilst self-service technologies (SSTs) are novel and evolving, they have rapidly grown popular across various retail service settings. Having been introduced into the Nigerian banking space, the level of customers' satisfaction from the system is still unknown given that it has disrupted the...

Tourism is a huge economic driver for most countries, and for some parts of the world it is their main source of income. Despite this economic strength, tourism can be a fragile and volatile industry, as recent natural disasters and pandemics have shown. Regenerative tourism was founded on...

Self-service technologies have been widely adopted in those industries involving delivering physical products by services, in which consumers evaluate the product both from the product value and the service value. A typical service delivery system usually involves sales agents or self-service...

Purpose: With the development and increasing adoption of the Internet in the early 21st century, SSTs (Self-Service Technologies) rapidly permeated all aspects of life. Many service providers in China are adopting a wide range of SSTs. This is mainly because they think SSTs improve customer...

Service quality has been a topic of extensive inquiry for decades that has emerged in form of self-service which has profound effects on the way customers interact with firms to create positive service outcomes i.e., customer convenience, security, and behavioral intentions. This study focuses...

The level of service co-production offered to customers through self-service technologies (SSTs) is an important marketing decision. The extant literature reports numerous benefits of SSTs for firms, such as increasing efficiency, reducing costs, boosting loyalty, and reaching new customer...