How does self-service technologies involuntary use affect customers’ intention to reuse?
In response to rising labor costs and the rapid growth of technological innovation, many companies are adopting new technologies in their service processes. The adoption of Self-Service Technologies (SST) has brought many benefits, such as faster transaction speed and lower processing fees. Although...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE
2022-08-01
|
| Series: | Ho Chi Minh City Open University Journal of Science - Economics and Business Administration |
| Subjects: | |
| Online Access: | https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/2153 |
| _version_ | 1811261798672760832 |
|---|---|
| author | Nguyen Thi Trang Kim Sungho |
| author_facet | Nguyen Thi Trang Kim Sungho |
| author_sort | Nguyen Thi Trang |
| collection | DOAJ |
| description | In response to rising labor costs and the rapid growth of technological innovation, many companies are adopting new technologies in their service processes. The adoption of Self-Service Technologies (SST) has brought many benefits, such as faster transaction speed and lower processing fees. Although previous studies show a positive relationship between the level of perceived benefits and involuntary use of SSTs and customer convenience, it is uncertain whether the level of innovation and benefits can influence the relationship between involuntary use of SSTs and customer convenience. In this study, we set up a noble research model and investigated the relationship between customer convenience and involuntary use, which was influenced by two moderators based on a sample of 345 customers in Korea. The results suggest that involuntary use is negatively related to customers’ comfort in using SSTs. Moreover, the perceived usefulness and innovativeness of SSTs may moderate the effect of involuntary use on customers’ comfort. Furthermore, managerial recommendations are proposed for managers to develop strategies for applying SSTs in their services. |
| first_indexed | 2024-04-12T19:12:22Z |
| format | Article |
| id | doaj.art-439b5771c5c84709891439dbdb25bf63 |
| institution | Directory Open Access Journal |
| issn | 2734-9314 2734-9586 |
| language | English |
| last_indexed | 2024-04-12T19:12:22Z |
| publishDate | 2022-08-01 |
| publisher | HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE |
| record_format | Article |
| series | Ho Chi Minh City Open University Journal of Science - Economics and Business Administration |
| spelling | doaj.art-439b5771c5c84709891439dbdb25bf632022-12-22T03:19:51ZengHO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCEHo Chi Minh City Open University Journal of Science - Economics and Business Administration2734-93142734-95862022-08-011229611410.46223/HCMCOUJS.econ.en.12.2.2153.20221759How does self-service technologies involuntary use affect customers’ intention to reuse?Nguyen Thi Trang0Kim Sungho1Hanyang UniversityHanyang UniversityIn response to rising labor costs and the rapid growth of technological innovation, many companies are adopting new technologies in their service processes. The adoption of Self-Service Technologies (SST) has brought many benefits, such as faster transaction speed and lower processing fees. Although previous studies show a positive relationship between the level of perceived benefits and involuntary use of SSTs and customer convenience, it is uncertain whether the level of innovation and benefits can influence the relationship between involuntary use of SSTs and customer convenience. In this study, we set up a noble research model and investigated the relationship between customer convenience and involuntary use, which was influenced by two moderators based on a sample of 345 customers in Korea. The results suggest that involuntary use is negatively related to customers’ comfort in using SSTs. Moreover, the perceived usefulness and innovativeness of SSTs may moderate the effect of involuntary use on customers’ comfort. Furthermore, managerial recommendations are proposed for managers to develop strategies for applying SSTs in their services.https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/2153customer comfortintention to reuseinvoluntary useself-service technologies |
| spellingShingle | Nguyen Thi Trang Kim Sungho How does self-service technologies involuntary use affect customers’ intention to reuse? Ho Chi Minh City Open University Journal of Science - Economics and Business Administration customer comfort intention to reuse involuntary use self-service technologies |
| title | How does self-service technologies involuntary use affect customers’ intention to reuse? |
| title_full | How does self-service technologies involuntary use affect customers’ intention to reuse? |
| title_fullStr | How does self-service technologies involuntary use affect customers’ intention to reuse? |
| title_full_unstemmed | How does self-service technologies involuntary use affect customers’ intention to reuse? |
| title_short | How does self-service technologies involuntary use affect customers’ intention to reuse? |
| title_sort | how does self service technologies involuntary use affect customers intention to reuse |
| topic | customer comfort intention to reuse involuntary use self-service technologies |
| url | https://journalofscience.ou.edu.vn/index.php/econ-en/article/view/2153 |
| work_keys_str_mv | AT nguyenthitrang howdoesselfservicetechnologiesinvoluntaryuseaffectcustomersintentiontoreuse AT kimsungho howdoesselfservicetechnologiesinvoluntaryuseaffectcustomersintentiontoreuse |