This study examined how perceptions of convenience influence the evaluation of self-service technologies. Three studies were conducted. Study 1 found that convenience perceptions, specifically speed, accuracy, and willingness to explore, positively influence intentions to use self-service technologies. Study 2 found these convenience perceptions lead to satisfaction, which increases trust and future use. Study 3 replicated Study 2 with non-users and found their perceptions were influenced by trust rather than satisfaction. The research provides insight into how convenience drives the evaluation and adoption of self-service technologies.

1. Journal Fever 7
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2. Paper profile
Only If It Is Convenient: Understanding How Convenience
Influences Self-Service Technology Evaluation
 Author:
1. Joel E. Collier, Department of Marketing, Quantitative Analysis and Business Law,
Mississippi State University
2. Sheryl E. Kimes, School of Hotel Administration, Cornell University
 Year: 2012
 Periodical: Journal of Service Research
 Key words: Self-service technology, convenience, need for interaction, speed,
accuracy, exploration

4. Research Background (1/3)
 Self-service advantages:
1. Cost down
2. Reclaiming floor space for additional sales
 Many SSTs(self-service technology) come and gone
in the past
1. Companies were unable to convince consumers that SSTs are good
alternatives.
2. Consumers aren’t naturally incline to change channel options
unless motivated to do so.
Why customer want
to perform a service
themselves??

5. Research Background (2/3)
 Earlier researches on self-service technology:
1. Convenience is an important attributes of evaluating SST performance.
• Meuter et al., 2000
2. Convenience is a important driver of satisfaction with an SST.
• Collier & Sherrell, 2010 ; Ding, Hu & Sheng, 2011
3. Convenience affects the usage of an SST.
• Durkin, 2004; Evans & Brown, 1988
 The goal of this paper:
1. Exploring how convenience perceptions influence the potential benefits
received from an SST.
2. Three constructs related to convenience: Speed, Accuracy, Information
Both for
users and
non-users

6. Research Background (3/3)
 Resource Matching Theory(Anand and Sternthal, 1990):
1. Consumers have limited resources to process information or finish a task.
2. Are these necessary resources for accessing service exceed what customers
have?
• Effectiveness or Ineffectiveness
 Related topics:
1. Branding, advertising, cognitive evaluation of products
2. Recently, this theory is also applied in SSTs.

7. Conceptual framework
Study 1
Study 2
$$
Study 3

8. Study I (1/ 4)
 Constructs selection & Hypotheses
1. Exploration :
 A crucial component in maximizing customer’s experience. Exploring available options.
(Babin, Darden, and Griffin 1994; Chandon, Wansink, and Laurent 2000).
 Triability.
(Rogers, 1983)
 A relation between convenience evaluations and the intentions to explore through SST.
(Ahn, Ryu, and Han, 2007)
Study 1

9. Study I (2/ 4)
 Constructs selection & Hypotheses
2. Speed of transaction
 Time saving
(Langeard et al., 1981; Bateson, 1985; Lovelock & Young, 1979)
3. Accuracy
 An important evaluation factor to the quality of service experience
(Bienstock, Mentzer, and Bird 1997; Mentzer, Flint, and Hult 2001)
 Consumers have greater accuracy perceptions in online service.
(Wolfinbarger & Gilly, 2001)
Study 1

10. Study I (3/ 4)
 Methodology
 Questionnaire
1. Likert 5 point scale
2. 15 items on speed, accuracy and exploration
(Baumgartner and Steenkamp 1996; Collier and Sherrell 2010; Dabholkar
1996; Parasuraman, Zeithaml, and Berry 1988; Seiders et al. 2007).
 Smaple
1. 260 online reservation system users (U.S.)
 Measurement
1. MANOVA (Multivariate Analysis of Variance)
Study 1

11. Study I (4/ 4)
 Results:

12. Study II (1/ 4)
 Constructs selection & Hypotheses
1. Trust
 Pivotal and mediating role in the intent of using and overall evaluating.
(Ha and Stoel, 2009; Johnson, Bardhi & Dunn, 2008)
Study 2

13. Study II (2/ 4)
 Constructs selection & Hypotheses
2. Satisfaction
 A determinant for future use
(Ding, Hu, and Sheng 2011; Makarem, Mudambi & Podoshen 2009)
 Relationship with previous constructs
 Speed of transaction
(Meuter et al. 2000; Pujari 2004)
 Accuracy
(Collier and Bienstock, 2006; Ding, Hu & Sheng, 2011)
 Exploration behaviors
(Demangeot & Broderick, 2010)
Study 2

14. Study II (2/ 4)
 Constructs selection & Hypotheses
3. Need for Human Interaction
 the desire for human contact by the customer during a service experience
(Dabholkar, 1996)
 Early research found no support that human interaction affects SST
adoption.
(Langeard et al. 1981)
 Recent researches listed the need for human interaction as one of the main
reasons for not adopting a SST.
(Dabholkar, Bobbitt, and Lee 2003; Meuter et al. 2000; Meuter et al. 2003).
Study 2

15. Study II (3/ 4)
 Methodology
 Questionnaire
1. Likert 5 point scale
2. 23 items on trust, satisfaction
(Collier and Sherrell 2010; Meuter et al. 2005; Oliver and Swan 1989)
 Smaple
1. Another 228 online reservation system users (U.S.)
 Measurement
1. Confirmatory Factor Analysis

16. Study II (4/ 4)
 Results:

17. Study III (1/ 2)
 Constructs selection & Hypotheses & Methodology
1. Non-users perceoption
 To fully assess how consumer view SST, study 3 replicated what study 2 did by
surveying non-users of the online SST.
2. Full assessment of the framework
3. Methodology
 Sample: 242 online SST non-users. [Who are familiar with online tech but not SST
users]
 Questionnaire: same items as study 2
 Measurement: Confirmatory Factor Analysis / SEM (Structural Equation Model)

18. Study III
(2/ 2)
 Results:

19. Discussion
 Speed, Accuracy and Exploration show importance in the
SSTs quality evaluation.
 What makes customers need less human interaction?
 For SST users, satisfaction is the only influence.
 For SST non-users, trust is the only influence.

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