Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices

IF 11.9 1区 管理学 Q1 BUSINESS Journal of Hospitality Marketing & Management Pub Date : 2023-03-30 DOI:10.1080/19368623.2023.2195398
Minjung Kim, Ye-Eun Kim, Gyumin Lee
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Abstract

ABSTRACT Despite the increase in the utilization of self-service technology (SST), which has become a significant trend in the service sectors, including food service, the factors affecting consumers’ acceptance of and resistance to SST must still be identified. Thus, this study investigated the reactions of SST users to situational factors, namely control, convenience, time pressure, and order complexity, when ordering, evaluating, and opting for or against the service. The results revealed that the four SST situational factors significantly affected the perceived benefits, while only three (control, convenience, and time pressure) affected the perceived costs. The perceived benefits and costs positively influenced the perceived efficiency, which significantly affected the users’ approach and avoidance behaviors afterward. This study contributes strategic managerial guidelines to service providers who aim to gain competitive advantages in the food service industry via SST.
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情境因素(控制性、便利性、时间压力和订单复杂性)对顾客自助服务技术选择的影响
摘要尽管自助服务技术(SST)的使用率有所提高,这已成为包括食品服务在内的服务行业的一个重要趋势,但影响消费者接受和抵制SST的因素仍有待确定。因此,本研究调查了SST用户在订购、评估和选择支持或反对服务时对情境因素的反应,即控制、便利、时间压力和订单复杂性。结果表明,四个SST情境因素显著影响感知收益,而只有三个(控制、便利和时间压力)影响感知成本。感知收益和成本对感知效率有正向影响,显著影响用户随后的接近和回避行为。本研究为旨在通过SST在食品服务行业获得竞争优势的服务提供商提供了战略管理指南。
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来源期刊
CiteScore
20.90
自引率
6.40%
发文量
33
期刊介绍: The Journal of Hospitality Marketing & Management serves as a peer-reviewed platform dedicated to advancing understanding, practice, and education in hospitality marketing and management. It strives to foster the development of knowledge and theory by promoting new ideas, models, approaches, and paradigms. Embracing a multifaceted approach that spans administrative disciplines, liberal arts, and social sciences, the journal disseminates knowledge through high-quality, peer-reviewed research papers, reports, and book reviews. It stands as a unique forum for the community of students, academics, and practitioners who share a common interest and commitment to the field of hospitality marketing and management.
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