A study in understanding the critical effects of consumer readiness towards self-service technology: Mediating effects of situational factors
Navigating the Self-Service Revolution With Smart Machines, IGI Global, ss.271-281, 2025
- Yayın Türü: Kitapta Bölüm / Araştırma Kitabı
- Basım Tarihi: 2025
- Doi Numarası: 10.4018/979-8-3373-1295-8.ch010
- Yayınevi: IGI Global
- Sayfa Sayıları: ss.271-281
- Uşak Üniversitesi Adresli: Evet
Özet
Self-service technology, often known as SST, is a term that describes technology interfaces that enable consumers to autonomously develop a service without having to contact businesses that deliver the service directly. As a result of recent technological advancements and growing labour costs, the majority of retail and service-oriented businesses are becoming more interested in implementing self-service technology (SST) solutions that are driven by technology specifically. Specifically, the purpose of this research was to explore the impact of technical readiness and consumer readiness on the quality of self-service technology (SST), attitudes towards utilising SST, and the desire to use SST in restaurants. By incorporating the concepts of service excellence and the features of SSTs into the theories that were discussed before, this study contributes to the development of previously held information.