• Asia pacific journal of information systems
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• v.29 no.3
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• pp.428-447
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• 2019

This paper investigates how firms increase customer acceptance of self-service technologies in retail, and the impact of self-efficacy on customer experience, satisfaction, and loyalty. We conducted our empirical research by administering 308 questionnaires to customers of self-service convenience stores in China. We employed a structural equation model to analyze the relationship between service quality, revisit intention, and word of mouth. The results indicate that perceived service quality significantly influences customer satisfaction, with the service quality of self-service retail and experience value being important factors in consumer acceptance of self-service retail stores. Additionally, we investigated the relationship between customer experience value, satisfaction, and loyalty, and found that self-service retail stores exert a significant impact on perceived self-efficacy. Informed by the research on customer acceptance of self-service technologies in retail, promoting further development of self-service retail technologies can effectively aid companies in generating profit while offering more convenience to customers.

• Human Ecology Research
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• v.58 no.3
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• pp.401-416
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• 2020

Service providers have introduced interactive devices such as self-service kiosks to provide convenient and efficient services to consumers. Self-service kiosks are one of the most diverse technological forms of self-service technologies that provide control and freedom to consumers as well as reduce the frustration of line-ups. This study explores the predictors of consumer resistance and continued use intention with regard to self-service kiosks. It adopts three constructs on the following variables: perceived innovation characteristics, consumer characteristics, and gamification. An online self-administered survey was conducted, and 343 users of self-service kiosk services, aged between 20 and 59, were included in the analysis. The study used the SPSS 23.0 program to perform a descriptive analysis along with, t-test, ANOVA, correlation analysis, and regression analysis. First, convenience, controllability, and gamification negatively influenced consumer resistance to self-service kiosks. Second, human alienation and sociability positively influenced consumer resistance to self-service kiosks. Third, convenience and gamification positively influenced the continued use intention with regard to self-service kiosks. Last, the risk of functionality, human alienation, and sociability negatively influenced continued use intention with regard to self-service kiosks. The results contribute to the literature because few studies have examined what drives the resistance of users and continued use intention with regard to self-service kiosks. It also provides service providers and practitioners with insights and strategies on how to overcome consumer resistance.

• Proceedings of the Korean Society of Crop Science Conference
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• 2022.10a
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• pp.39-39
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• 2022

• Proceedings of the Korean Society of Crop Science Conference
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• 2022.10a
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• pp.40-40
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• 2022

• Proceedings of the Korean Society of Crop Science Conference
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• 2022.10a
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• pp.42-42
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• 2022

• Journal of the Korean Operations Research and Management Science Society
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• v.37 no.4
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• pp.73-93
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• 2012

In recent years, service delivery systems employing a self-service approach have been rapidly spreading. Since a self-service system provides a lower product price, it attracts more customers. However, some system managers are still hesitant to accept a self-service system, because there is no systematic model to predict its performance. Therefore, this research attempts to provide a systematic and quantitative model to predict the performance of a self-service system, focused specifically on a self-service gas station. Under this model, the traditional queuing theory was adopted to describe the general self-service process, but it is also assumed that some changes occur in both the customer arrival rate and the service performance rate. In particular, the price elasticity was introduced to capture the change in the customer arrival rate, and the existence of learning effect and helpers were assumed to design the changed service performance rate. Under these assumptions, a simulation model for a self-service gas station is established, and three performance measurements, such as average number of customers, average waiting time, and Utilization are observed, depending on the changes in price difference and helper-operating time. In this research, the optimal operation strategy for price differentiation and helper-operating time is proposed in accordance with the level of the customer learning rate. Although this research confines the scope of the study to the self-service gas station model, the results of this research can be applied to any type of self-service system.

• Journal of Fashion Business
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• v.21 no.6
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• pp.106-121
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• 2017

This study was to identify underlying dimensions of service encounter quality, to test difference in service encounter quality between interpersonal service(IPS) and self-service technology(SST) and to predict service effectiveness and behavioral intentions in the fashion retail context. A field experimental study was designed for collecting data. Repeat sampling frames were involved in two types of service encounters: interpersonal service and self-service technology within the store environment. Thirty participants served as subjects. Sample represents more females than males, and age was ranged from 20 to 33 years old (Mean=24.2). The result suggested that service encounter quality consisted of competence, dedication, and listening. There was a significant mean difference on listening factor of service encounter quality between IPS and SST. For the interpersonal service, dedication and listening had significant effects on service effectiveness. For the self-service technology, competence and listening had significant effects on service effectiveness. In the IPS condition, the service effectiveness significantly affected the revisit intention, whereas it was not significantly related to the revisit intention in the SST condition. This study discussed managerial implications for fashion retailers seeking to effectively manage service quality by specifying interpersonal service versus self-service technology in the retail environments.

• Journal of Information Technology Services
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• v.21 no.6
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• pp.53-72
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• 2022

As a trend of modern service industry, self-service has been widely concerned by all walks of life, but there is a lack of literature on systematic management of the overall research in this field. Recently, people's lifestyle has been forced to change due to the influence of COVID-19, while there have been some changes in the field of self-service research. Based on the Web of Science data source, this study takes the literature of self-service field before and after the outbreak of COVID-19 as the research object, and summarizes the development process, research status and future research trend of self-service field through the Citespace visualization tool. The research shows that firstly, academic circles continue to be enthusiastic about self-service field research, cooperation between countries is becoming more and more diversified. Secondly, the communication between researchers is becoming more and more intensive, and the cooperation between different disciplines gradually becomes the mainstream. Third, related research gradually shifted to the practical application of technology, the research perspective gradually shifted from the initial traditional retail perspective industries such as tourism services. Finally, the role of customer experience and participation behavior in self-service process is gradually emphasized.

• The Journal of Korean Academic Society of Nursing Education
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• v.9 no.1
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• pp.103-114
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• 2003

The purpose of this study is to test the motivation, attitude of voluntary service and self-esteem of college students. Therefore it can give the fundamental data of the institutionalization plan and to find the activative methods of voluntary system. This study is based on the questionaire, that was consisted of motivation, attitude of voluntary service and self-esteem. For this study, 223 college students were answered. The data was collected from 10th to 30th September 2002. The results of this study are as follows : 1. $\cdot$The mean score on the motivations scale of voluntary service was $3.221{\pm}0.42$. $\cdot$The mean score on the attitudes scale of voluntary service was $3.28{\pm}0.49$. $\cdot$The mean score on the self-esteem was $2.56{\pm}0.46$. 2. There were significant differences between voluntary service was self motivated(F= 11.12, p= 0.000), the students who will participate very active in voluntary service aftergraduation(F= 11.12, p= 0.000), and the motivations of voluntary service. 3. There were significant differences between the students who will participate very active in voluntary service after graduation (F= 8.23, p= 0.000) and the attitudes of voluntary service. 4. There were significant differences between voluntary service was self motivated (F=4.69, p= 0.004), the students who will participate very active in voluntary service after graduation(F=2.49, p=0.045), the parents who have the experience of voluntary service(F= 5.03, p= 0.026), the students who have the experience of voluntary service before college entrance. 5. There was positively significant correlation between the motivations of voluntary service and the attitudes (r= .693, P=0.01), the attitudes and self-esteem (r= .326, p=0.01), and the motivations of voluntary service and self-esteem (r= .305, p=0.01).

• Journal of KIISE
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• v.42 no.11
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• pp.1339-1348
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• 2015

In a distributed system environment based on a service-oriented architecture, separate systems collaborate to achieve the goals of the entire system by using services provided other systems. A service quality violation from using one service can cause runtime system failure in the environment. The existing self-adaptation methods follow fault tolerance mechanism that responds to a failure after a service quality violation. In other words, these methods are limited to responsive action. Therefore, a service-dependability-case based self-adaptation mechanism is necessary to preserve the dependability of the self-adaptive system. This paper demonstrates that the service-dependability-case based self-adaptation mechanism is better than QoS(quality of service)-based self-adaptation with fault tolerance to preserve the dependability of the self-adaptive system. Additionally, this paper suggests a method to present and analyze service dependability by using GSN(Goal Structuring Notation) which is the existing modeling method for the presentation of assurance cases, an action mechanism adapted using an analysis result of service-dependability-cases, a methods of leveraging the service-dependability-case based self-adaptation mechanism by following the service's life cycle, and the framework architecture including the major components and the interactions between the components in the control loop of the self-adaptation process.