An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies
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 '...
| Main Authors: | , , , |
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| Other Authors: | |
| Format: | Journal Article |
| Language: | English |
| Published: |
2022
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| Subjects: | |
| Online Access: | https://hdl.handle.net/10356/163864 |
| _version_ | 1826110893401833472 |
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| author | Wang, Xueqin Wong, Yiik Diew Sun, Shanshan Yuen, Kum Fai |
| author2 | School of Civil and Environmental Engineering |
| author_facet | School of Civil and Environmental Engineering Wang, Xueqin Wong, Yiik Diew Sun, Shanshan Yuen, Kum Fai |
| author_sort | Wang, Xueqin |
| collection | NTU |
| description | 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 'self' element) and technologies. The impacts of social distancing, individualistic culture, self-identity as technology users, and innovativeness on consumers' SST usage are explored in the field of smart locker self-collection service. A survey instrument is designed for data collection, and the data are analysed through a hierarchical regression followed by latent class analysis. The findings confirm the contributing effects of the four proposed factors on consumers' SST usage. Further, four distinct SST user segments emerge which are labelled as: technology lovers, social excluders, SST embracers, and indifferent pandemic responders. This study contributes to the SST literature by emphasising the pandemic-induced effects on the consumption environment externally and individuals' self-perceptions internally, both leading to behavioural implications of SST usage. |
| first_indexed | 2024-10-01T02:41:58Z |
| format | Journal Article |
| id | ntu-10356/163864 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T02:41:58Z |
| publishDate | 2022 |
| record_format | dspace |
| spelling | ntu-10356/1638642022-12-20T08:29:03Z An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies Wang, Xueqin Wong, Yiik Diew Sun, Shanshan Yuen, Kum Fai School of Civil and Environmental Engineering Social sciences::Psychology Engineering::General Self-Service Technology COVID-19 Pandemic 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 'self' element) and technologies. The impacts of social distancing, individualistic culture, self-identity as technology users, and innovativeness on consumers' SST usage are explored in the field of smart locker self-collection service. A survey instrument is designed for data collection, and the data are analysed through a hierarchical regression followed by latent class analysis. The findings confirm the contributing effects of the four proposed factors on consumers' SST usage. Further, four distinct SST user segments emerge which are labelled as: technology lovers, social excluders, SST embracers, and indifferent pandemic responders. This study contributes to the SST literature by emphasising the pandemic-induced effects on the consumption environment externally and individuals' self-perceptions internally, both leading to behavioural implications of SST usage. Nanyang Technological University This study was funded by Nanyang Technological University, CEE internal seed fund (2019), which provided financial support for research manpower and data collection. 2022-12-20T08:29:02Z 2022-12-20T08:29:02Z 2022 Journal Article Wang, X., Wong, Y. D., Sun, S. & Yuen, K. F. (2022). An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies. Technology in Society, 70, 102032-. https://dx.doi.org/10.1016/j.techsoc.2022.102032 0160-791X https://hdl.handle.net/10356/163864 10.1016/j.techsoc.2022.102032 35757525 2-s2.0-85132329783 70 102032 en Technology in Society © 2022 Elsevier Ltd. All rights reserved. |
| spellingShingle | Social sciences::Psychology Engineering::General Self-Service Technology COVID-19 Pandemic Wang, Xueqin Wong, Yiik Diew Sun, Shanshan Yuen, Kum Fai An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies |
| title | An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies |
| title_full | An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies |
| title_fullStr | An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies |
| title_full_unstemmed | An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies |
| title_short | An investigation of self-service technology usage during the COVID-19 pandemic: the changing perceptions of 'self' and technologies |
| title_sort | investigation of self service technology usage during the covid 19 pandemic the changing perceptions of self and technologies |
| topic | Social sciences::Psychology Engineering::General Self-Service Technology COVID-19 Pandemic |
| url | https://hdl.handle.net/10356/163864 |
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