Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology

By F. Simon, Jean-Claude Usunier. 2007

222 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/848bd3f567c6a7df14eb9fbaeeb0a80e7d6b73a9

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

Interpersonal service quality, self-service technology (SST) service quality, and retail patronage (2013, unknown): “The linkage of these variables to adoption and use of self-service technologies has been brought to attention by several researchers (e.g., Eastlick et al., 2012; Gelderman et al., 2011; Simon and Usunier, 2007).”
Antecedents of the adoption of the new mobile payment systems: The moderating effect of age (2014, unknown): “…(Phang et al., 2006; Weijters, Rangarajan, Falk, & Schillewaert, 2007), the use of the internet (Niemelä-Nyrhinen, 2007), self-service technologies (Simon & Usunier, 2007), technologies in the retail sector (Ruiz, Gil, & Calderón, 2010), instant messaging (Glass & Li, 2010) and mobile commerce…”
Word of mouth: measuring the power of individual messages (2012, background): “) or with error terms that were correlated with items that had larger loadings ( Simon and Usunier, 2007”
A model of acceptance of augmented-reality interactive technology: the moderating role of cognitive innovativeness (2014, background): “They have found that future using intentions and the characteristics of consumers have a signiﬁcant positive effect on consumers’ continued use of interactive technology [37,38,68].”
The influence of consumer traits and demographics on intention to use retail self‐service checkouts (2010, background): “Consistently, it is found that age has the most significant and negative influence on technology anxiety among various demographics ( Simon and Usunier, 2007”
Why the little things matter: Exploring situational influences on customers' self-service technology decisions (2015, background): “These factors can temporarily alter customers' preferences, attitudes, or intentions, exchanging their permanent perspective for a situational perspective, and therefore transforming their behaviors (Simon & Usunier, 2007).”