What is So Difficult about Self-Scanning? A Comparative Study of Three Self-Service Technologies for Retailing
Hanna Schramm-Klein; Thomas Foscht; Dirk Morschett; Thomas Rudolph; Peter Schnedlitz; Bernhard Swoboda (Hrsg). European Retail Research 2013: Volume 27, Issue I. Wiesbaden: Springer 2013 S. 79 - 94
Erscheinungsjahr: 2013
ISBN/ISSN: 978-3-658-05312-3
Publikationstyp: Buchbeitrag
Sprache: Englisch
Doi/URN: 10.1007/978-3-658-05313-0_5
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Inhaltszusammenfassung
The introduction of customer self-service technologies has had only limited success in retailing. In this study, we report on a comparative study of three self-service technologies with a focus on self-service scanners, mainly with the help of ANOVA and regression analysis. We find that perceived usefulness, perceived fun, and attitude towards the use of self-service technologies are the main predictors of service loyalty. Retailing firms should focus on perceived usefulness and fun when comm...The introduction of customer self-service technologies has had only limited success in retailing. In this study, we report on a comparative study of three self-service technologies with a focus on self-service scanners, mainly with the help of ANOVA and regression analysis. We find that perceived usefulness, perceived fun, and attitude towards the use of self-service technologies are the main predictors of service loyalty. Retailing firms should focus on perceived usefulness and fun when communicating the benefits of self-service technologies to their customers.» weiterlesen» einklappen
Klassifikation
DFG Fachgebiet:
Wirtschaftswissenschaften
DDC Sachgruppe:
Wirtschaft
