• Title/Summary/Keyword: Self-Service Technology

Search Result 553, Processing Time 0.026 seconds

Eco-Friendly Behavior of the Disposable Cup Deposit System: Focusing on Shadow Work, Perceived Efficacy, Environmental Consciousness, and Eco-guilt (일회용 컵 보증금 제도의 친환경행동: 그림자노동, 지각된 효능감, 환경의식, 에코 죄책감을 중심으로)

  • Zheng Yizhe;Joon Koh
    • Journal of Information Technology Services
    • /
    • v.22 no.5
    • /
    • pp.31-49
    • /
    • 2023
  • Due to the outbreak of the COVID-19, self-service technology is widely used in Korea, and demand for disposable cups is increasing significantly. Waste and recycling of disposable cups have become a social concern for Koreans and Korea implemented the "Disposable Cup Deposit Systems" again in December 2022. Whether the emergence of this system can change the way people behave in environmental protection is a question to be examined in this study. Companies participating in the disposable cup deposit system are hoping that customers will actively recover cups through self-service in the process of collecting disposable cups. The government, along with businesses, transfers recovery work to customers through self-service technologies and schemes. Due to the increase in Shadow Work and the strengthening of consumer environmental protection consciousness, this paper focuses on how unmanned service types such as self-service technology can affect people's environmental protection behavior. An empirical analysis with 477 samples examined how the characteristics of shadow work, perceived efficacy, environmental awareness, and ecological guilt affect user's environmental protection behavior. Perceived efficacy that acts as a mediator and ecological guilt that plays as a moderator are investigated. Although there have been many studies on the effects of shadow work on customer behavioral intentions before, it has been very rare to study the effects of shadow work perceived by people on environmental behavioral intentions from an environmental protection perspective. This study shows that the higher the perceived efficacy of consumers, the more people prefer self-service technology and the stronger the environmental protection behavior. Also, consumers' ecological guilt significantly moderates the relationship between environmental consciousness and eco-friendly behavior. It is expected that companies and governments will be able to understand the impact of shadow work on consumers' environmental protection behavior and further promote environmental protection by appropriate policies and marketing strategies.

The Effect of Technology Difficulty and Safety Perception on Customer Value Perception and Intention to Use Self-Service Technologies (셀프서비스기술 환경에서 기술난이도와 안전성 지각이 고객가치인식과 지속사용의도에 미치는 영향)

  • Bu, Shaoyang;Liu, Tianyuan;Koh, Joon
    • Knowledge Management Research
    • /
    • v.23 no.1
    • /
    • pp.47-67
    • /
    • 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.

Library SST-Based Service Failure and Service Recovery Strategy Based on Attribution Theory (귀인이론을 바탕으로 한 도서관 SST(Self-Service Technology)기반 서비스실패와 서비스회복 전략 탐색)

  • Lee, Seong-Sin
    • Journal of Korean Library and Information Science Society
    • /
    • v.42 no.3
    • /
    • pp.251-270
    • /
    • 2011
  • The purpose of this study was to make a general overview of SST-Based(Self-Service Technology Based) services and understand SST-Based service failure by users and service recovery strategy based on attribution theory. To achieve these purposes, the study reviewed literature related to the unique characteristics of SST-Based service and user studies of SST-Based service. As a result, it was found that there are no significant differences between general SST-Based service and library SST-Based service. In addition, this study suggested appropriate service recovery strategies of service failure by users through the understanding of attribution theory. The finding was that the most important SST-Based service recovery strategy is to improve technical service quality of the services.

Attitude Change Towards Self-Service Technology Adoption Using Latent Growth Modeling

  • Um, Taehyee;Chung, Namho
    • Journal of Smart Tourism
    • /
    • v.2 no.3
    • /
    • pp.5-15
    • /
    • 2022
  • As the utilization of technology in the tourism field becomes familiar, it greatly impacts people's tourism activities. These changes could also affect the behavior of tourists during the pandemic. To investigate consumers' adaptation to the self-service technology (SST) environment during the coronavirus disease of 2019 (COVID-19) pandemic, we adopted a model of absorptive capacity as the main framework for empirical research. To track the social effects of COVID-19, consumers' behavioral intentions for four different points in time are collected. The analysis was conducted using latent growth and structural equation modeling. We set the organizational and environmental characteristics as the first step of the model, with assimilation and trust as a middle step. Intention to use a kiosk is placed at the final step as an exploit. Findings indicate that organizational characteristics and environmental characteristics positively influenced assimilation and trust, except for environmental characteristics. Consumers' assimilation in SST encourages immediate intention to use a kiosk. Consumers' trust in kiosks positively impacts both immediate and continuance intention to use a kiosk during COVID-19.

Research on the Personal Characteristics on Airline Self-Service Technology: Using Extended Technology Acceptance Model (확장된 기술수용모델을 활용한 항공사 셀프서비스기술 연구)

  • Ko, Seon-Hee
    • Journal of the Korea Convergence Society
    • /
    • v.10 no.10
    • /
    • pp.241-248
    • /
    • 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.

A Study on the Effects of Service Training on Self-Efficacy and Service Orientation - Centering on Students of Department of Airline Service - (서비스교육이 자기효능감과 서비스 지향성에 미치는 영향에 관한 연구 - 항공서비스학과 학생을 대상으로 -)

  • Chung, Min-Joo
    • Journal of Advanced Navigation Technology
    • /
    • v.15 no.6
    • /
    • pp.1082-1097
    • /
    • 2011
  • Service training influences on students' attitude, working behavior, and the improvement of service performance skill. To raise self-efficacy and service orientation of students, it is necessary to create and maintain a motivating environment. In order to accomplish the purpose of this study, related theories are researched and analyzed through theoretical consideration and in order to understand the relationship between them, questionnaires about service training, self-efficacy and service orientation of students were prepared. The statistics analysis of the collected materials was made by use of the SPSS-WINDOWS 12.0 and AMOS 5.0 statistics package. When it comes to the summary of the results through the empirical analysis of this study, it is as follows: First, the service training have been positively effective to the students' self-efficacy. Second, the service training has been positively effective to the students' service orientation. Third, the students' self-efficacy has been positively effective to the service outcome orientation and service process one.

Enhancing the Customer Service Process through Information Technologies and Customer Knowledge in Call Centers : The Moderating Role of Computer Self-Efficacy (콜센터에서 정보기술과 고객지식을 이용한 고객서비스 프로세스 향상 : 컴퓨터 자기효능감의 조절역할)

  • Choi, Sujeong
    • Journal of Information Technology Services
    • /
    • v.16 no.3
    • /
    • pp.185-203
    • /
    • 2017
  • Call center service is enabled by the use of a firm's various information technologies (IT) and accumulated knowledge. IT and knowledge resources have been considered a fundamental infrastructure for developing a firm's business capabilities. Recognizing this, this study examines whether a firm's IT and customer knowledge resources enhance its customer service process capability and thereby contribute to creating superior customer service, at the level of customer service representatives (CSRs). That is, constructs in this study were measured on a basis of CSRs' perception. Moreover, this study verifies the moderating role of CSRs' computer self-efficacy on the relationships between IT and customer knowledge resources and customer service process capability. To test the proposed hypotheses, this study conducted partial least squares (PLS) analysis with a total of 234 data which were collected on CSRs working at four call centers. The key findings are as follows: first, IT infrastructure integration and customer knowledge integration are positively associated with customer service process capability. Second, customer service process capability is a key determinant of customer service performance. Finally, CSRs' computer self-efficacy has a moderating effect on the relationship between IT infrastructure integration and customer service process capability. The details of the findings and implications are presented.

A Study on Strengthening Personal Information Sovereignty through Analysis of Domestic Service Cases and Research Projects of Self-Sovereign Identity Technology (자기주권신원기술의 국내 서비스 사례 및 연구 과제 분석을 통한 개인정보 주권 강화 방안연구)

  • Lee, Jeong-Hyeon;Kim, Ji-Won;Kim, Chul-Soo;Yang, Jin-hong
    • The Journal of Korea Institute of Information, Electronics, and Communication Technology
    • /
    • v.13 no.6
    • /
    • pp.575-589
    • /
    • 2020
  • Along with the exponential growth of data businesses, the importance of data containing personal information of use have also increaseing. Particularly, in Korea, as the Data 3 Act was implemented, companies can use personal information more actively through regulatory improvement and stipulation in case of using data containing personal information. In this situation as per the service use, self-sovereign identity technology has emerged that can minimize the provision of personal information in relation to real name authentication and provision of personal information. Recently, services and studies using blockchain have been actively conducted in case of using the self-sovereign identity function for clarity and verification of records according to the use of personal information. In this thesis, by analyzing the characteristics of domestic self-sovereign identity service and the current status and contents of research related to blockchain-based self-sovereign identity technology and we suggest a research direction based on self-sovereign identity technology to reinforce the sovereignty of personal information in the era of the 3rd Data Act do.

A Study on the Automated Payment System for Artificial Intelligence-Based Product Recognition in the Age of Contactless Services

  • Kim, Heeyoung;Hong, Hotak;Ryu, Gihwan;Kim, Dongmin
    • International Journal of Advanced Culture Technology
    • /
    • v.9 no.2
    • /
    • pp.100-105
    • /
    • 2021
  • Contactless service is rapidly emerging as a new growth strategy due to consumers who are reluctant to the face-to-face situation in the global pandemic of coronavirus disease 2019 (COVID-19), and various technologies are being developed to support the fast-growing contactless service market. In particular, the restaurant industry is one of the most desperate industrial fields requiring technologies for contactless service, and the representative technical case should be a kiosk, which has the advantage of reducing labor costs for the restaurant owners and provides psychological relaxation and satisfaction to the customer. In this paper, we propose a solution to the restaurant's store operation through the unmanned kiosk using a state-of-the-art artificial intelligence (AI) technology of image recognition. Especially, for the products that do not have barcodes in bakeries, fresh foods (fruits, vegetables, etc.), and autonomous restaurants on highways, which cause increased labor costs and many hassles, our proposed system should be very useful. The proposed system recognizes products without barcodes on the ground of image-based AI algorithm technology and makes automatic payments. To test the proposed system feasibility, we established an AI vision system using a commercial camera and conducted an image recognition test by training object detection AI models using donut images. The proposed system has a self-learning system with mismatched information in operation. The self-learning AI technology allows us to upgrade the recognition performance continuously. We proposed a fully automated payment system with AI vision technology and showed system feasibility by the performance test. The system realizes contactless service for self-checkout in the restaurant business area and improves the cost-saving in managing human resources.

An Empirical Study on the Factors Influencing User Attitude Toward Smart Home (스마트홈 사용자 태도에 영향을 미치는 요인에 관한 연구)

  • Lee, Mi Sook;Jeong, Gap Yeon
    • Journal of Information Technology Services
    • /
    • v.17 no.3
    • /
    • pp.157-169
    • /
    • 2018
  • This study aims to examine the factors influencing user attitude toward Smart Home service as the demand of Smart Home service is increasing and it somewhat involves privacy risk. To this end, the research model includes five independent variables, trust in service provider, perceived privacy risk, self efficacy, interpersonal influence, and external influence, influencing the attitude toward Smart Home service. So, this study aims to analyze which variable is the most critical and influential among the five factors and suggest the direction of Smart Home industries. This study first reviews the literature on Smart Home services and describes its Korean situation. Data were collected from residents living in a smart apartment complex. The results show that (1) users have a very positive attitude toward Smart Home service in total, (2) trust in service providers, self efficacy, and interpersonal influence positively impact user attitude toward Smart Home service and interpersonal influence is the most influential variable, however, (3) perceived privacy risk and external influence dose not significantly impact it. These results imply that the role of service providers, self efficacy, and interpersonal influence are important factors on the user attitude toward Smart Home service. Finally, the study's findings and limitations are discussed and potential avenues for future research are suggested.