• 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.

• Korea Trade Review
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• v.45 no.2
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• pp.121-135
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• 2020

This study was to identify the effects of four types of e-Lifestyle(life-friendly lifestyle, development-oriented lifestyle, sociality-oriented lifestyle, information-oriented lifestyle) on sustainable behavior (usage and satisfaction) of Kiosk service. The study was based on convenience sampling of 222 consumers, who have at least three months experience of kiosk system use. Results showed that all of the four types of e-Lifestyle had not significant effect on ease of use. However, development-oriented lifestyle and sociality-oriented lifestyle had a positive effects on usefulness of Kiosk service. Results also indicated that e-Lifestyle had significant and positive effects on customer satisfaction and recommendation. In particular, life-friendly lifestyle had an effect on customer satisfaction, and sociality-oriented lifestyle and information-oriented lifestyle had statistically significant effects on recommendation. Since e-lifestyle could potentially influence sustainable behavior for using Kiosk, this study investigated the distribution of usage and consumer satisfaction for every lifestyle type, so as to understand the attitudinal and behavioral evaluation as sustainable behavior in the use of kiosk services. These findings allow researchers and marketers to identify the needs and expectations of specific types of kiosk users.

• Journal of Smart Tourism
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• v.2 no.3
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• pp.5-15
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• 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.

• Journal of Korea Multimedia Society
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• v.24 no.10
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• pp.1369-1379
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• 2021

The post-corona era is having a major impact on university campus life, and campus cultural life has undergone drastic changes. In the process of adapting to this change. The existing face-to-face learning method is converted to non-face-to-face learning, and kiosks representing campus self-service are increasingly used. Subsequently, in order to match the characteristics of public places such as university campuses and provide better self-service, there are no related studies considering UI design elements of kiosks and characteristics of kiosks. This study conducted a survey on Chinese university students considering the characteristics and usability of university campus kiosks through user interface design elements in terms of design by considering previous studies. The purpose of this study is to examine the relationship between color, icon, typography, which are elements of kiosk interface design, and convenience, reliability, and usability, which are characteristics of a kiosk. In this study, the design elements and characteristics of the unmanned self-service system kiosk UI used by students at four universities in Korea and China were set as the scope of the study, and related documents were organized and surveyed in Korea and China. Case analysis and comparison method Through the kiosk usage characteristics of 4 universities were derived. The usability evaluation criteria use the five evaluation criteria suggested by the authority JacobNidsn. The usability evaluation criteria use the five evaluation criteria suggested by the authority JacobNidsn. The survey and analysis of this study were conducted for students who had experience using kiosks at two universities in China, and kiosk UI design elements were organized through survey and analysis of a total of 200 people.

• Journal of Korea Society of Digital Industry and Information Management
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• v.17 no.2
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• pp.73-83
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• 2021

The development of technology based on digital technology has made 'hyper connectivity' between different services a reality, and an example of this is the reinforcement of non-face-to-face services. The non-face-to-face service is a service provided by service providers and customers using information and communication and technology without direct contact. Recently, it has expanded to the hotel industry, which is highly dependent on human resources, centering on the restaurant business. Therefore, this study attempted to identify the case of the "R" hotel in the Gangwon region, which is introducing and operating a kiosk, and to confirm the matters to be considered, the system operation method, and expected effects, etc. for hotels that intend to operate it in the future. It is difficult to affirm that the introduction of KIOSK directly reduced labor costs or increased service efficiency, but it seems meaningful that it has improved the convenience of users. In future research, practical research is needed on the impact of the system on management activities in relation to the introduction of KIOSK.

• International Journal of Advanced Culture Technology
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• v.9 no.2
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• pp.100-105
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• 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.

• Journal of the Korea Society of Computer and Information
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• v.26 no.12
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• pp.309-321
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• 2021

In this study, we proposed a hierarchy process analysis model for Kiosk known as technology-based self-service, In addition, we deduced the selection factors based on the literature review and calculated the weight of the factors. To estimate the priorities of selection factors, we used the data collected from consumers who have used Kiosks at cafe or fast food restaurant. The results of the study showed that the convenience among the factors in the first stage, consisted of safety, design, convenience, informativity, and responsiveness, revealed the most important factor in both cafe and fast food restaurant. Synthetic calculation of the first stage factors and the second stage factors showed that simple procedure was the most important factor. The results of comparing the priorities between cafe and fast food restaurant showed that consumers assessed their priorities differently in simple procedures, nutritional information, and fast menu provision.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.26 no.4
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• pp.54-63
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• 2018

Airlines are promoting self-service based technology by introducing mobile check-in, Kiosk and self-back drop systems, which will help customer satisfaction and efficiency. This study is about the usage intension to use Technology-based Airline Self-Service, the purpose of this study is to examine the key variables affecting Unified Theory of Acceptance (UTAUT2) in using Technology-based Airline Self-Service. According to the results of the ANOVA, there was a significant difference among the groups according to the experience of the self-service device. And analysis results using Structural Equation Model(SEM) was suggested that the performance expectation and hedonic motive of UTAUT2 model were found to have significant influence on initial trust. Also, initial trust affects the intention to use. There are some moderating effects on the structural equation by groups according to the experience of the self-service device. This research has significance in that it can help establish a marketing strategy of airlines to expand the self-service based on the airline technology.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.4
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• pp.193-204
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• 2022

This study analyzed the degree of influence of measurement and improvement of customer satisfaction level targeting kiosk users. In modern times, due to the development of technology and the improvement of the online environment, the probability that simple labor tasks will disappear after 10 years is close to 90%. Even in domestic research, it is predicted that 'simple labor jobs' will disappear due to the influence of advanced technology with a probability of about 36%. there is. In particular, as the demand for non-face-to-face services increases due to the Corona 19 virus, which is recently spreading globally, the trend of introducing kiosks has accelerated, and the global market will grow to 83.5 billion won in 2021, showing an average annual growth rate of 8.9%. there is. However, due to the unmanned nature of these kiosks, some consumers still have difficulties in using them, and consumers who are not familiar with the use of these technologies have a negative attitude towards service co-producers due to rejection of non-face-to-face services and anxiety about service errors. Lack of understanding leads to role conflicts between sales clerks and consumers, or inequality is being created in terms of service provision and generations accustomed to using technology. In addition, since kiosk is a representative technology-based self-service industry, if the user feels uncomfortable or requires additional labor, the overall service value decreases and the growth of the kiosk industry itself can be suppressed. It is important. Therefore, interviews were conducted on the main points of direct use with actual users centered on display color scheme, text size, device design, device size, internal UI (interface), amount of information, recognition sensor (barcode, NFC, etc.), Display brightness, self-event, and reaction speed items were extracted. Afterwards, using the questionnaire, the Kano model quality attribute classification of each expected evaluation item was carried out, and Timko's customer satisfaction coefficient, which can be calculated with accurate numerical values The PCSI Index analysis was additionally performed to determine the improvement priorities by finally classifying the improvement impact of the kiosk expected evaluation items through research. As a result, the impact of improvement appears in the order of internal UI (interface), text size, recognition sensor (barcode, NFC, etc.), reaction speed, self-event, display brightness, amount of information, device size, device design, and display color scheme. Through this, we intend to contribute to a comprehensive comparison of kiosk-based research in each field and to set the direction for improvement in the venture industry.

• Informatization Policy
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• v.30 no.4
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• pp.62-88
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• 2023

While the introduction of kiosk has become an essential element, enjoying the effect of labor cost reduction, it has not been able to embrace the senior population due to the digital divide. This study investigated which factors have relationships with conflict over use for kiosk from the viewpoint of shadow work that appears during self-service kiosk use. An analysis of 159 seniors through survey revealed that both technostress and subjective norms had significant relationships with conflict over use for kiosk, and that the perception of shadow work had a partial mediating effect on these relationships. Further, user experience showed a moderating effect on the relationship between technostress and perception of shadow work. These results suggest theoretical and practical implications related to digital shadow work, providing the relevant policy regarding digital inclusion for seniors.