Four Flavours of Customers: A dual-system perspective on self-service technology use

Volume: 25, Pages: 1 - 27
Published: Jun 20, 2021
Abstract
Self-service technologies (SSTs) increasingly permeate retail spaces. To make their SST investments worthwhile, retailers need to turn enough customers into SST users. Previous research has uncovered the significance of habitual behaviour stemming from prior experience and situational factors from the environment on SST use. However, consumers are likely to vary regarding the extent they are driven by either habit or situational factors,...
Paper Details
Title
Four Flavours of Customers: A dual-system perspective on self-service technology use
Published Date
Jun 20, 2021
Volume
25
Pages
1 - 27
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