The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Understanding consumer motivation and behavior related to self‐scanning in retailing: Implications for strategy and research on technology‐based self‐service
Abstract
Self‐scanning technology is being tested by major supermarket chains as well as other types of retailers across the world, but the success of the new technology from the consumer’s perspective is not yet clear. This study investigates consumer reasons for both using and avoiding self‐scanning checkouts with a view to addressing these practitioner issues. In addition, the study advances theory on consumer motivation and behavior related to technology‐based self‐service in general. Factors driving preference or avoidance of self‐scanning checkouts include attributes of self‐scanners, consumer differences, and situational influences. Reasons for preference of other types of technology‐based self‐service over traditional service alternatives are also explored to determine motivational and behavioral patterns across service contexts. A combination of research methods is used to investigate these issues and offers richer findings than any one method used alone. Implications are discussed for managerial strategy as well as for future research.
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Citations
Cites
Extrinsic and Intrinsic Motivation to Use Computers in the Workplace 1
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992) · Journal of Applied Social Psychology · doi:10.1111/j.1559-1816.1992.tb00945.x · Cited by 6,231
Dabholkar, P. A., & Bagozzi, R. P. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/0092070302303001 · Cited by 1,898
Self-citation
Cited by
Customer service chatbots: Anthropomorphism and adoption
Sheehan, B., Jin, H. S., & Gottlieb, U. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.04.030 · Cited by 667
Investigating the effects of smart technology on customer dynamics and customer experience
Foroudi, P., Gupta, S., Sivarajah, U., & Broderick, A. (2018) · Computers in Human Behavior · doi:10.1016/j.chb.2017.11.014 · Cited by 286
Willems, K., Smolders, A., Brengman, M., Luyten, K., & Schöning, J. (2017) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2016.10.066 · Cited by 207
Context and mobile services' value-in-use
Gummerus, J., & Pihlström, M. (2011) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2011.07.002 · Cited by 161
Metadata
- Authors
- Dabholkar, P. A., Michelle Bobbitt, L., & Lee, E.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2003-03-01
- Volume
- 14
- Issue
- 1
- Pages
- 59-95
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1942133575
- Cited by
- 322
- References
- 2
- FWCI
- 9.92
- Type
- journal article
- Language
- en
- Open access
- closed
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- Dabholkar, P. A., Michelle Bobbitt, L., & Lee, E. (2003). Understanding consumer motivation and behavior related to self‐scanning in retailing: Implications for strategy and research on technology‐based self‐service. International Journal of Service Industry Management. https://doi.org/10.1108/09564230310465994
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
