Determinants and Outcomes of Customers' Use of Self-Service Technology in a Retail Setting

By Bert Weijters, Deva Rangarajan, T. Falk, Niels Schillewaert. 2007

418 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/16ebeb9eb7222f7a67057572fda9ae9480adddeb

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In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, methodology): “Thus, although co-creation by means of TBSs allows service providers to improve service effectiveness in a success case (Weitjers et al. 2007), this strategy represents a double-edged sword in a failure case.”
The influence of consumer traits and demographics on intention to use retail self‐service checkouts (2010, background): “To understand consumers’ adoption of SST, therefore, several empirical studies have investigated what types of individual traits are related to the adoption of SST (Curran and Meuter, 2005; Weijters et al., 2007).”
Determinants of satisfaction and continuance intention towards self-service technologies (2009, neutral): “…ow nl oa de d by U ni ve rs ity o f O kl ah om a A t 1 3: 39 0 5 Fe br ua ry 2 01 5 (P T ) Liljander et al., 2006; Lin and Hsieh, 2006, 2007; Weijters et al., 2007), but little is known about factors influencing consumers’ long-term usage intention and evaluation of SSTs service.”
Factors Influencing the Acceptance of Self-Service Technologies (2016, background): “In practice, some studies include individual differences as moderators (Weijters et al. 2007), while others use them as determinants (Meuter et al. 2005).”
Opportunities for Innovation in the Delivery of Interactive Retail Services (2010, background): “Findings from empirical studies focusing on the antecedents and consequences of customers' preferences for and use of different service interfaces also suggest significant moderating effects of such contingencies (e.g., Weijters et al. 2007).”
Gender differences in using mobile data services: utilitarian and hedonic value approaches (2010, background): “Since men are more likely to perceive that use of technology would enhance their performance than women (Weijters et al., 2007), the effect of perceived usefulness on attitude toward using mobile data services will be more salient for men than women.”
The impact of basic human needs on the use of retailing self-service technologies: A study of self-determination theory (2013, background): “SSTs also offer more consistent and stable services and are not affected by fluctuations of service demand or employee mood (Weijters et al., 2007).”
A framework for evaluating the customer wait experience (2010, background): “Although the link between waiting and service satisfaction is well documented in the literature (Dube-Rioux et al., 1989; Katz et al., 1991; Taylor, 1994; Houston et al., 1998; Weijters et al., 2007) the relationship can change when situational and environmental factors in the waiting environment co”