Journal of Smart Tourism

  • 제3권2호
  • /
  • Pages.23-36
  • /
  • 2023
  • /
  • 2765-2157(pISSN)
  • /
  • 2765-7272(eISSN)
경희대학교 스마트관광연구소 (Smart Tourism Research Center, Kyung Hee University)
권호 표지
DOI QR코드

DOI QR Code

Factors Influencing Post-Adoption Resistance to Self-Order Kiosks at Fast-Food Restaurants: A Focus on the New-Silver Generation

  • Hwaran Lee (Graduate School of Business, Kyung Hee University) ;
  • Eunkyung Kang (Department of Big Data Analytics, Graduate School, Kyung Hee University) ;
  • Kyung Young Lee (Rowe School of Business, Dalhousie University) ;
  • Minwoo Lee (Conrad N. Hilton College of Global Hospitality Leadership, University of Houston) ;
  • Sung-Byung Yang (School of Management, Kyung Hee University)
  • 투고 : 2023.06.26
  • 심사 : 2023.08.02
  • 발행 : 2023.06.30
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

Due to the phenomenon of aging, a new consumer segment known as the "new-silver generation" is emerging. Unlike the previous silver generation, this generation possesses significant economic power and consuming willingness, attracting attention from consumer goods companies. However, both the new-silver generation and the elderly face challenges in adopting contactless or self-service technologies such as self-order kiosks, resulting in negative reactions. Therefore, this study aims to investigate the attitude and response of the newsilver generation towards kiosks, as well as the factors influencing their resistance to such technology. By applying theoretical perspectives from the innovation resistance model, technostress theory, and the value-based model, this study identifies influencing factors for innovation resistance among the new-silver generation when using contactless technologies implemented in fast-food restaurants. The findings indicate that a lower awareness of new technologies and services corresponds to decreased adoption resistance, while a higher perceived value leads to more positive behaviors and attitudes among the new-silver generation utilizing kiosks at fast-food restaurants.

키워드

참고문헌

  1. Alfadda, H. A., & Mahdi, H. S. (2021). Measuring students' use of Zoom application in language course based on the technology acceptance model (TAM). Journal of Psycholinguistic Research, 50(4), 883-900. https://doi.org/10.1007/s10936-020-09752-1
  2. Ayyagari, R., Grover, V., & Purvis, R. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831-858. https://doi.org/10.2307/41409963
  3. Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36(3), 421-458. https://doi.org/10.2307/2393203
  4. Bandura, A. (1986). The explanatory and predictive scope of self-efficacy theory. Journal of Social and Clinical Psychology, 4(3), 359-373. https://doi.org/10.1521/jscp.1986.4.3.359
  5. Bloom, A. J., & Hautaluoma, J. E. (1990). Anxiety management training as a strategy for enhancing computer user performance. Computers in Human Behavior, 6(4), 337-349. https://doi.org/10.1016/0747-5632(90)90012-6
  6. Brod, C. (1984). Technostress: The human cost of the computer revolution. Reading: Addison-Wesley.
  7. Byun, M. Y. (2017). The fashion design development for launching fast fashion brand of new silver generation. Journal of the Korean Society of Design Culture, 23(3), 421-431. https://doi.org/10.18208/ksdc.2017.23.3.421
  8. Cardin, P., & Olson, P. (1994). Chaotic thermal convection in a rapidly rotating spherical shell: Consequences for flow in the outer core. Physics of the Earth and Planetary Interiors, 82(3-4), 235-259. https://doi.org/10.1016/0031-9201(94)90075-2
  9. Carroll, J. M., & Thomas, J. C. (1988). Fun. ACM SIGCHI Bulletin, 19(3), 21-24. https://doi.org/10.1145/49108.1045604
  10. Jang, S. (2023). McDonald's promises to improve its kiosks... Media Today. Retrieved January 17, 2023, from http://www.mediatoday.co.kr/news/articleView.html?idxno=308029
  11. Chang, Y. H., & Park, J. G. (2010). An exploratory study on barriers of the diffusion of smartphone: Focusing on the determinants of postponers' innovation resistance. Studies of Broadcasting Culture, 22(2), 37-62.
  12. Chen, Z., & Dubinsky, A. J. (2003). A conceptual model of perceived customer value in e-commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347. https://doi.org/10.1002/mar.10076
  13. Cheng, A., Koo, C., & Yoon, H. (2021). The use of travel-related WeChat miniprograms in China: An affordance theory perspective. Journal of Smart Tourism, 1(2), 37-46. https://doi.org/10.52255/SMARTTOURISM.2021.1.2.6
  14. Cho, Y. T. (2018). From convenience stores to factories. The JoongAng. Retrieved October 15, 2018, from https://jmagazine.joins.com/economist/view/323159
  15. Choi, H. C., Jo, J. E., & Hahm, S. P. (2009). Self-service check-in kiosk use behaviour: An application of technology acceptance model. Journal of Tourism and Leisure Research, 21(4), 295-315.
  16. Cox, T., & MacKay, C. (1982). Psychosocial factors and psychophysiological mechanisms in the aetiology and development of cancers. Social Science & Medicine, 16(4), 381-396. https://doi.org/10.1016/0277-9536(82)90048-X
  17. Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201. https://doi.org/10.1177/0092070302303001
  18. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
  19. Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace. Journal of Applied Social Psychology, 22(14), 1111-1132. https://doi.org/10.1111/j.1559-1816.1992.tb00945.x
  20. De Lapparent, M. (2010). Attitude toward risk of time loss in travel activity and air route choices. Journal of Intelligent Transportation Systems, 14(3), 166-178. https://doi.org/10.1080/15472450.2010.484749
  21. Dowling, G. R., & Staelin, R. (1994). A model of perceived risk and intended risk-handling activity. Journal of Consumer Research, 21(1), 119-134. https://doi.org/10.1086/209386
  22. Ellen, P. S., Wiener, J. L., & Cobb-Walgren, C. (1991). The role of perceived consumer effectiveness in motivating environmentally conscious behaviors. Journal of Public Policy & Marketing, 10(2), 102-117. https://doi.org/10.1177/074391569101000206
  23. Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. International Journal of HumanComputer Studies, 59(4), 451-474. https://doi.org/10.1016/S1071-5819(03)00111-3
  24. Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.1177/002224378101800313
  25. Gutman, J. (1982). A means-end chain model based on consumer categorization processes. Journal of Marketing, 46(2), 60-72. https://doi.org/10.1177/002224298204600207
  26. Han, S. J. (2019). A study on the cultural capital and taste of the new silver generation in Korea. Ph.D. Dissertation, Seoul National University, Seoul.
  27. Han, S. J., & Ha, J. S. (2017). Lifestyles and fashion styles of new silver generation women. Journal of Fashion Design, 17(3), 67-81.
  28. Hirschheim, R., & Newman, M. (1988). Information systems and user resistance: Theory and practice. The Computer Journal, 31(5), 398-408. https://doi.org/10.1093/comjnl/31.5.398
  29. Huh, W. W., Hong, S. K., Han, S. W., & Kim, W. S. (2012). A study about emotional value factors of new silver generation. Design Convergence Study, 11(11), 3-12.
  30. Hwang, S. W., & Kim, H. S. (2019). A study on the user experience of unmanned order payment kiosk in fast food stores. Journal of Digital Contents Society, 20(8), 1491-1501. https://doi.org/10.9728/dcs.2019.20.8.1491
  31. Hyun, H., Park, J. K, & Ren, T. (2017). The role of perceived multidimensions of risk and product knowledge on purchasing Chinese product. Journal of Product Research, 35(6), 85-91. https://doi.org/10.36345/KACST.2017.35.6.009
  32. Jacoby, J., & Kaplan, L. B. (1972, November 2-5). The components of perceived risk. Paper presented at the Third Annual Conference of the Association for Consumer Research, Chicago, IL. https://www.researchgate.net/publication/247814928_The_Components_Of_Perceived_Risk
  33. Jeon, H., Kim, K. A., & Kim, S. H. (2018). The effects of customer's relational benefits on continuous usage intention of technology-based self-service: Focusing on types of technology-based self-service. Journal of Marketing Management Research, 23(1), 27-49. https://doi.org/10.37202/KMMR.2018.23.1.27
  34. Jeon, Y., Gwak, J., & Moon, H. (2020). Convenience store "kiosk shock" puts my part-time job at risk. The JoongAng. Retrieved January 14, 2020, from https://www.joongang.co.kr/article/23686836#home.
  35. Jin, S. H., Lee, D. G., & Lee, S. J. (2012). The influence of technostress and anti-smart on smartphones. Journal of Digital Convergence, 10(10), 187-195. https://doi.org/10.14400/JDPM.2012.10.10.187
  36. Jo, I. J., Kim, S. K., & Yang, S. B. (2015). A study on influencing factors on user's adoption resistance to personal cloud computing service. Knowledge Management Research, 16(1), 117-142.
  37. Jung, M. H., Rho, H. O., & Ryu, I. (2013). The impacts of technostress on IS strain and performance expectancy among information system users. Asia Pacific Journal of Small Business, 35(4), 121-142.
  38. Kim, G., Kim, S., & Cha. Y. (2017). Entry into an aged society and opportunities for senior business. Seoul: Samjong KPMG Economic Research Institute.
  39. Kim, H. W., Chan, H. C., & Gupta, S. (2007). Value-based adoption of mobile internet: An empirical investigation. Decision Support Systems, 43(1), 111-126. https://doi.org/10.1016/j.dss.2005.05.009
  40. Kim, J., Christodoulidou, N., & Choo, Y. (2013). Factors influencing customer acceptance of kiosks at quick service restaurants. Journal of Hospitality and Tourism Technology, 4(1), 40-63. https://doi.org/10.1108/17579881311302347
  41. Kim, J. E., & Yeo. J. S. (2007). Digital stress of consumers in using digital goods. Journal of Korean Home Management Association, 25(3), 119-135.
  42. Kim, U. (2021). Non-face-to-face era and minimum wage increase... Samsung and LG are also joining the kiosk market. ChosunBiz. Retrieved July 14, 2021, from https://biz.chosun.com/industry/company/2021/07/14/HEREBAOK75BKHKB2EZNNRGOV2E/
  43. Kim, Y., & Moon. Y. (2018). An empirical research on psychological resistance factors of omni channel's unmanned order payment system. The Journal of Internet Electronic Commerce Research, 18(6), 1-19.
  44. Kramer, T. (2007). The effect of measurement task transparency on preference construction and evaluations of personalized recommendations. Journal of Marketing Research, 44(2), 224-233. https://doi.org/10.1509/jmkr.44.2.224
  45. Lee, M. S., & Park, Y. J. (2020). A comparative study of domestic travel patterns and determinant factors affecting satisfaction by generations. Information Systems Review, 22(2), 137-166. https://doi.org/10.14329/isr.2020.22.2.137
  46. Lee, S. B., Lee, S. C., & Suh, Y. H. (2016). Technostress from mobile communication and its impact on quality of life and productivity. Total Quality Management & Business Excellence, 27(7-8), 775-790.
  47. Lee, S. H. (2018). The effects of dietary types of new silver generation on satisfaction with dining out, select Properties. Journal of Tourism and Leisure Research, 30(4), 399-412. https://doi.org/10.31336/JTLR.2018.04.30.4.399
  48. Lee, S. M. (2019). A study on the factors affecting innovation resistance of unattended order payment system: Focused on fastfood store. Journal of Communication Design, 67, 170-179. https://doi.org/10.25111/jcd.2019.67.13
  49. Lim, N. (2003). Consumers' perceived risk: Sources versus consequences. Electronic Commerce Research and Applications, 2(3), 216-228. https://doi.org/10.1016/S1567-4223(03)00025-5
  50. Mandel, N. (2003). Shifting selves and decision making: The effects of self construal priming on consumer risk taking. Journal of Consumer Research, 30(1), 30-40. https://doi.org/10.1086/374700
  51. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
  52. Miller, R. S. (1992). The nature and severity of self-reported embarrassing circumstances. Personality and Social Psychology Bulletin, 18(2), 190-198. https://doi.org/10.1177/0146167292182010
  53. Min, B. K., & Park, J. Y. (2010). Determinants of users acceptance of technology-based self-service. Journal of Korea Technology Innovation Society, 13(1), 204-230.
  54. Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2(3), 192-222. https://doi.org/10.1287/isre.2.3.192
  55. Morris, M. R., & Horvitz, E. (2007, October). Search together: An interface for collaborative web search. Proceedings of the 20th Annual ACM Symposium on User Interface Software and Technology, New York, NY, USA, 3-12. https://doi.org/10.1145/1294211.1294215
  56. National Statistics Office. (2019). Results of administrative statistics of the middle-aged and older adults as of 2018. Retrieved December 24, 2019, from https://eiec.kdi.re.kr/policy/materialView.do?num=196082&topic=P&pp=20&datecount=&recommend=&pg=
  57. Nho, H. O., Kim, Y. H., & Hong. S. J. (2015). A study on technostress of information communication technology user. Journal of the Korea Convergence Society, 6(4), 41-46. https://doi.org/10.15207/JKCS.2015.6.4.041
  58. Noh, M., & Lee. K., (2012). The effects of the perceived risk in the users' acceptance of the social commerce: Moderating effects of the collectivism. Korean Management Review, 41(1), 57-87.
  59. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New York: McGraw-Hill.
  60. Osberg, T. M., & Shrauger, J. S. (1986). Self-prediction: Exploring the parameters of accuracy. Journal of Personality and Social Psychology, 51(5), 1044-1057. https://doi.org/10.1037/0022-3514.51.5.1044
  61. Parasuraman, A. (2000). Technology readiness index (TRI): A multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307-320. https://doi.org/10.1177/109467050024001
  62. Park, H., & Kim, S. (2017). Impacts of perceived risks and technical traits of mobile easy payment service on use conflict and acceptance resistance. The Journal of Internet Electronic Commerce Research, 17(4), 119-138.
  63. Park, H. H., & Jeon, J. (2013). The effect of web characteristics of social commerce on satisfaction and reuse intention: Moderating role of perception of discount price fairness. The Journal of Internet Electronic Commerce Research, 13(3), 111-136.
  64. Park, J. S. (2018). A study on difference of consumer knowledge and underlying technology perception on introduction of blockchain based transaction authentication technology: Focused on innovation resistance model. Ph.D. Dissertation, Chung-Ang University, Seoul.
  65. Patil, P., Tamilmani, K., Rana, N. P., & Raghavan, V. (2020). Understanding consumer adoption of mobile payment in India: Extending meta-UTAUT model with personal innovativeness, anxiety, trust, and grievance redressal. International Journal of Information Management, 54, 102144.
  66. Peres, R., Muller, E., & Mahajan, V. (2010). Innovation diffusion and new product growth models: A critical review and research directions. International Journal of Research in Marketing, 27(2), 91-106. https://doi.org/10.1016/j.ijresmar.2009.12.012
  67. Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S., & Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, 19(4), 417-433. https://doi.org/10.1287/isre.1070.0165
  68. Ram, S. (1987). A model of innovation resistance. Advances in Consumer Research, 14, 208-212.
  69. Ram, S., & Jung, H. S. (1991). "Forced" adoption of innovations in organizations: Consequences and implications. Journal of Product Innovation Management, 8(2), 117-126. https://doi.org/10.1111/1540-5885.820117
  70. Ram, S., & Sheth, J. N. (1989). Consumer resistance to innovations: The marketing problem and its solutions. Journal of Consumer Marketing, 6(2), 5-14.
  71. Reinders, M. J., Dabholkar, P. A., & Frambach, R. T. (2008). Consequences of forcing consumers to use technology-based self-service. Journal of Service Research, 11(2), 107-123. https://doi.org/10.1177/1094670508324297
  72. Rogers, E. M. (1995). Diffusion of innovations: Modifications of a model for telecommunications. In M. W. Stoetzer, & A. Mahler (Eds.), Die Diffusion von Innovationen in der Telekommunikation (pp. 25-38). Berlin, Heidelberg: Springer.
  73. Sami, L. K., & Pangannaiah, N. B. (2006). "Technostress" a literature survey on the effect of information technology on library users. Library Review, 55(7), 429-439. https://doi.org/10.1108/00242530610682146
  74. Sanchez-Fernandez, R., &. Iniesta-Bonillo, M. A . (2007). The concept of perceived value: A systematic review of the research. Marketing Theory, 7(4), 427-451. https://doi.org/10.1177/1470593107083165
  75. Schiffman, L. G., & Kanuk, L. L. (1991). Communication and consumer behavior. Consumer Behavior, 2, 268-306.
  76. Selye, H. (1956). The stress of life. New York: McGraw-Hill Book Company.
  77. Sheth, J. N. (1981). An integrative theory of patronage preference and behavior (pp. 9-28). Urbana, IL, USA: College of Commerce and Business Administration, Bureau of Economic and Business Research, University of Illinois, Urbana-Champaign.
  78. Shin, J. H. (2017). Media access in active senior. KISDI STAT Report. https://www.kisdi.re.kr/report/view.do?key=m2101113025790&arrMasterId=4333447&masterId=4333447&artId=554144
  79. Shin, K. M., Yu, J. W., & Seo, J. (2015). The effect of perceived risk for travel agencies web-sites on trust and loyalty. Journal of Tourism Studies, 27(1), 99-118.
  80. Shu, Q., Tu, Q., & Wang, K. (2011). The impact of computer self-efficacy and technology dependence on computer-related technostress: A social cognitive theory perspective. International Journal of Human-Computer Interaction, 27(10), 923-939. https://doi.org/10.1080/10447318.2011.555313
  81. Song, J. H. (2018). A study on HMR purchasing behavior according to new silver generation lifestyle. Master's Dissertation, Kyonggi University, Suwon.
  82. Song, J. W. (2019). A study on usage intention of technology-based self-service (TBSS) of food service companies: Focus on innovation resistance model. Journal of Hospitality and Tourism Studies, 21(3), 176-188. https://doi.org/10.31667/jhts.2019.9.80.176
  83. Song, S. B., Kang, J. Y., & Lee, S. G. (2013). Analyzing impact factors of user resistance to accepting paid mobile application. The Journal of the Korea Contents Association, 13(4), 361-375. https://doi.org/10.5392/JKCA.2013.13.04.361
  84. Um, T., & Chung, N. (2022). Attitude change towards self-service technology adoption using latent growth modeling. Journal of Smart Tourism, 2(3), 5-15. https://doi.org/10.52255/SMARTTOURISM.2022.2.3.2
  85. Van der Heijden, H. (2004). User acceptance of hedonic information systems. Management Information Systems Quarterly, 28(4), 695-704. https://doi.org/10.2307/25148660
  86. Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology, MIS Quarterly, 36(1), 157-178. https://doi.org/10.2307/41410412
  87. Yang, S. B. (2013). An empirical study on the factors influencing perceived risks and intention to use online bookstores. Journal of Information Technology Services, 12(4), 267-287. https://doi.org/10.9716/KITS.2013.12.4.267
  88. Yun, H. (2022). Seize the 100 trillion unmanned terminal market... even the biggest players in the growing kiosk market are mouth-watering. The Kyunghyang, Retrieved May 22, 2022, from https://m.khan.co.kr/economy/markettrend/article/202205221202001
  89. Yun, S. (2016). Efficient communication support plan for new silver generation utilizing virtual assistant contents. A Journal of Brand Design Association of Korea, 14(4), 167-178. https://doi.org/10.18852/bdak.2016.14.4.167
  90. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. https://doi.org/10.1177/002224298805200302