• Journal of the Korea Society for Simulation
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• v.25 no.2
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• pp.93-100
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• 2016

The purpose of this study is to investigate the impacts of individual difference toward technology and situational influences on use intention of Self-Service Technology. While the previous research related to SSTs focuses on individual tendency toward technology, little research has been done on the impact of situational influences on usage intention of SSTs. This study proposed Technology Readiness Index for measuring individual tendency toward technology and categorized situational influences into two dimensions: location convenience, employee presence. The empirical testing of the research was conducted on 20' users who have prior experience in using SSTs except for ATMs in bank. This study demonstrated that the people who are favorable emotions positively affect SSTs. Also this study confirmed that it is effective to build strategies to form favorable attitude and usage intention of knowledge of SSTs rather than method through service employees. Finally, SSTs were distributed for customers.

• Journal of Korea Technology Innovation Society
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• v.13 no.1
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• pp.204-230
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• 2010

The accelerating growth in Technology-Based Self-Service (TBSS) today is giving rise to questions about the acceptance of such forms of service delivery by all kinds of consumers. Using the Technology Acceptance Model (TAM) and TBSS quality evaluation model as a theoretical framework, this study investigates the effects of perceived usefulness, perceived easy of use, enjoyment of users acceptance of TBSS and self-monitoring as a individual variable. The results lend support to the hypothesist. Implications for service practitioners as well as directions for future research are discussed.

• Knowledge Management Research
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• v.25 no.1
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• pp.89-109
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• 2024

The development of digital technology has given rise to a new service model: self-service. This model introduces the concept of "digital shadow work", in which consumers conduct unpaid behind-the-scenes digital tasks instead of employees. While consumers are engaging in increasingly more digital shadow work in self-service environments, they are unaware of their unpaid labor. This raises concerns about consumer rights and businesses' long-term sustainability and health. This study aims to reveal the psychological awareness factors that influence consumers' decisions to engage in digital shadow work in self-service environments. This exploratory qualitative study utilizes a grounded theory approach and semi-structured interviews to reveal the psychological awareness factors that contribute to consumers' decision to engage in digital shadow work. By revealing the psychological awareness of decision-making factors, this study enhances consumer's understanding and awareness of digital shadow work, which helps increase their awareness of self-protection in the context of self-service technologies. Additionally, understanding consumers' decision-making psychology is crucial for non-face-to-face self-service technology companies and provides a theoretical basis for sustainable and healthy business development.

• Knowledge Management Research
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• v.23 no.1
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• pp.47-67
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• 2022

Computer and Internet information technologies(ICTs) have changed the modern service industry and people's life style. In particular, the global spread of COVID-19 has attracted more attention to contact service types such as self-service technology. With the increase in labor costs and the enhancement of consumer self-awareness, more and more companies transfer part of their work to customers through their own service technology. This study seeks to answer the following questions. (1) Do technology difficulty and safety perception affect customer value recognition in the self-service technologies? (2) Does customer value recognition influence the intention to use such technologies continuously? This study conducted an empirical analysis with 327 samples to validate the influence of self-service characteristics(technology difficulty and safety perception) on customer value recognition and continuous utilization intentions. Also, it analyzes the moderating effects of age and frequency of use on the relationship between self-service characteristics and customer value recognition. The study results show that the technology difficulty does not affect the customer's perceived value recognition; and the higher the customer's value recognition, the higher the intention of continuous use.

• Journal of the Korea Convergence Society
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• v.10 no.10
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• pp.241-248
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• 2019

This study intended to examine how customers of self-service technology of airlines perceive and adopt the technology, and how such perceptions affect their willingness to use it. The findings of analysis are as follows. First of all, self-efficacy, a personal characteristics variable, has significant effects on both perceived usefulness and ease of use (H1). Second, though personal innovation which accepts new information technology more positively and challenge to use it before others has significant effect on perceived usefulness (H 2-1), it does not have significant effect on ease of use (H 2-2). Third, perceived ease of use has effect on perceived usefulness. Forth, both perceived usefulness and ease of use have positive effects on willingness to use.

• Journal of Industrial Convergence
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• v.22 no.1
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• pp.117-125
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• 2024

The purpose of this study is to investigate the impact of airline customers' technology readiness on TBSS quality and intention to use. Data were collected from 153 outbound customers waiting for kiosk self-check-in and self-bag drop. For data analysis, CFA and correlation analysis were conducted to test reliability and validity, and the hypothesis was tested using SEM. The results are as follows. Among the technology readiness factors, optimism and innovativeness were found to have a significant positive effect on TBSS quality. Discomfort was found to have no effect on TBSS quality, and insecurity was found to have a significant negative effect on TBSS quality. Second, TBSS quality was found to have a significant positive effect on intention to use. Third, optimism and innovativeness were found to have a significant positive effect on intention to use, while discomfort and insecurity had no effect. Therefore, optimism and innovativeness are important to improve TBSS quality and intention to use.

• Journal of the Korean Society for information Management
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• v.41 no.3
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• pp.1-32
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• 2024

This study aims to explore the utilization of kiosks, a case of self-service technology in library services, by applying task-technology fit theory to reveal the factors that affect the satisfaction and continued use of library kiosk services and to conduct a review of library non-face-to-face services. We organized the kiosk characteristic factors through a literature review and established a research model mediated by related theories. We collected 229 valid questionnaire data from users with experience using library kiosks and analyzed them using SPSS 26.0 and SmartPLS 4.0 programs. The analysis results confirmed that the fit of library services and self-service technology was significantly influenced by the usefulness and enjoyment of kiosk technology characteristics and the kiosk-friendly environment of the usage environment attributes. In addition, we found the fit between library services and self-service technology to significantly affect library kiosk usage satisfaction and intention to continue using the kiosk, so this study proposed a plan for library kiosk services utilizing the significant factors. In addition, to effectively use the kiosks as a non-face-to-face library service, we suggest operating them in line to provide library information materials, install them in various locations within the library to increase accessibility, and provide education on how to use them for learning and to raise positive awareness of the kiosks for the digitally disadvantaged.

• Knowledge Management Research
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• v.24 no.3
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• pp.173-193
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• 2023

Digital transformation and the COVID-19 pandemic have facilitated the rapid development and dissemination of non-face-to-face technologies such as self-service technologies (SSTs). This research investigates how motivation factors affect consumers' negative responses to digital shadow work (DSW) in SSTs which decreases their continuous use intention of SSTs. Also, we examine whether the grafication delay ability moderates the relationship between consumers' negative responses to DSW and their continuous use intention of SSTs. By an analysis of usable 450 user respondents via SmartPLS 4.0, perceived benefits was found to significantly influence consumers' negative responses to DSW. Also, consumers' negative responses to DSW can significantly decrease their intention to continue using SSTs. Further, the effect of negative responses to DSW on continuous use intention of SSTs is stronger in case of consumers with low gratification delay ability than in case of consumers with high gratification delay ability. The study findings contribute to providing some strategies for companies operating SSTs by examining the effects of consumer's responses to DSW and gratification delay ability on the continuous usage intention of SSTs.

• Journal of Digital Convergence
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• v.19 no.3
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• pp.115-125
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• 2021

This study aims to investigate the effects of self-service technology (SST) characteristics and consumer characteristics on consumer resistance and satisfaction with SST in restaurants. An online survey was conducted for consumers in their 20s and 50s who used SST at restaurants, and 343 data were used for analysis. As a result, convenience and tech-controllability have a negative effect on consumer resistance with SST, whereas complexity, social risk and relationship orientation have a positive effect. In addition, convenience, entertainment, and tech-controllability have a positive effect on consumer satisfaction with SST, whereas social risk and relationship orientation have a negative effect. This study contributes practically and academically in that it proposes a practical strategy to reduce consumer resistance and increase satisfaction, and identifies the determinants of consumer response to SST. In future studies, an in-depth analysis of consumers' ambivalent responses to SST is required.

• Journal of Digital Convergence
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• v.11 no.9
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• pp.67-78
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• 2013

The purpose of this research is to draw family restaurant's strategic operation plan by seeking factors in diverse angles that can affect consumer's evaluation on the service of family restaurant that executes SST(Self Service Technology). For this purpose the research investigated the relationship among technology readiness, customer participation, service quality, customer satisfaction and service repurchase intention. As a result, First optimism and innovation in technology readiness positively affected service quality. Second, emotional participation and physical participation in customer participation positively affected service quality, but informational participation did not positively affect service quality. Third, service quality positively affected customer satisfaction, and customer satisfaction positively affected service repurchase intention. Therefore, this research confirmed marketing effectiveness of technology readiness and customer participation and proved the possibility of service quality, customer satisfaction and service repurchase intention as antecedent variables.