Consumer’s persistence in solving their own problem with self‐service technology

An increasing range of technology services are now offered on a self-service basis. However, problems with self-service technologies (SSTs) occur at times due to the technical error, staff error, or consumers’ own mistakes. Considering the role of consumers as co-producers in the SST context, we aim to study consumer’s behaviours, strategies, and decision making in solving their problem with SST and identify the factors contributing to their persistence in solving the problem. This study contributes to the information systems research, as it is the first study that aims to identify such a process and the factors affecting consumers’ persistence in solving their problem with SST. A focus group with user support staff has been conducted, yielding some initial results that helped to conduct the next phases of the study. Next, using Critical Incident Technique, data will be gathered through focus groups with users, diary method, and think-aloud method.

[1]  Jay Kandampully,et al.  Consumer complaints and recovery through guaranteeing self-service technology , 2012 .

[2]  W. Duggleby.  What About Focus Group Interaction Data? , 2005, Qualitative health research.

[3]  V. Zeithaml,et al.  E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality , 2004 .

[4]  Lori Baker-Eveleth,et al.  Expectancy Theory and Behavioral Intentions to Use Computer Applications , 2008 .

[5]  Nathan McNeill,et al.  Reconceptualizing and decentering think-aloud methodology in qualitative research , 2013 .

[6]  A. Strauss,et al.  The discovery of grounded theory: strategies for qualitative research aldine de gruyter , 1968 .

[7]  Yu-Cheng Lee,et al.  Construct DTPB model by using DEMATEL: a study of a university library website , 2013, Program.

[8]  S. Berg,et al.  Not on the Same Page: Undergraduates' Information Retrieval in Electronic and Print Books. , 2010 .

[9]  Barbara Pernici,et al.  A quality model for e-Service based multi-channel adaptive information systems , 2003, Fourth International Conference on Web Information Systems Engineering Workshops, 2003. Proceedings..

[10]  John P. Robinson.  The Time-Diary Method , 2002 .

[11]  N. Yunus,et al.  CRITICAL SERVICE INCIDENTS: ANALYZING SERVICE FAILURE AND RECOVERY IN HOTELS, RESTAURANTS AND TRANSPORTATIONS IN MALAYSIA , 2012 .

[12]  Guo Bin,et al.  Moderating effects of task characteristics on information source use: An individual-level analysis of R&D professionals in new product development , 2009, J. Inf. Sci..

[13]  B. Lundman,et al.  Qualitative content analysis in nursing research: concepts, procedures and measures to achieve trustworthiness. , 2004, Nurse education today.

[14]  Erin Rothwell,et al.  Analyzing focus group data: content and interaction. , 2010, Journal for specialists in pediatric nursing : JSPN.

[15]  Lukas P. Forbes.  When something goes wrong and no one is around: non‐internet self‐service technology failure and recovery , 2008 .

[16]  Lourdes López-Valpuesta,et al.  Check-in services and passenger behaviour: Self service technologies in airport systems , 2013, Comput. Hum. Behav..

[17]  Helvi Kyngäs,et al.  The qualitative content analysis process. , 2008, Journal of advanced nursing.

[18]  I. Ajzen.  Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior. , 2002 .

[19]  N. Bolger,et al.  Diary methods: capturing life as it is lived. , 2003, Annual review of psychology.

[20]  R. Bagozzi,et al.  An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors , 2002 .

[21]  Jane M. Howell,et al.  Personal Computing: Toward a Conceptual Model of Utilization , 1991, MIS Q..

[22]  I. Ajzen.  The theory of planned behavior , 1991 .

[23]  Panayiotis Angelides,et al.  The development of an efficient technique for collecting and analyzing qualitative data: The analysis of critical incidents , 2001 .

[24]  Ann Blandford,et al.  This is what I'm doing and why: Methodological reflections on a naturalistic think-aloud study of interactive information behaviour , 2011, Inf. Process. Manag..

[25]  Peter A. Todd,et al.  Understanding Information Technology Usage: A Test of Competing Models , 1995, Inf. Syst. Res..

[26]  Viswanath Venkatesh,et al.  Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology , 2012, MIS Q..

[27]  Jac A. M. Vennix,et al.  Thinking Aloud While Solving a Stock-Flow Task: Surfacing the Correlation Heuristic and Other Reasoning Patterns , 2014 .

[28]  C. Herington,et al.  E‐retailing by banks: e‐service quality and its importance to customer satisfaction , 2009 .

[29]  I. Ajzen,et al.  Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .

[30]  Mary Czerwinski,et al.  A diary study of task switching and interruptions , 2004, CHI.

[31]  J. Sim,et al.  Collecting and analysing qualitative data: issues raised by the focus group. , 1998, Journal of advanced nursing.

[32]  Prashant C. Palvia,et al.  Developing and validating an instrument for measuring user-perceived web quality , 2002, Inf. Manag..

[33]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[34]  Shapoor Zarei.  Electronic Service Quality Evaluation Methods for Online-Banking System , 2010 .

[35]  P. Patterson,et al.  Customer choice of self‐service technology: the roles of situational influences and past experience , 2012 .

[36]  Brian I. Spaid,et al.  Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction , 2012 .

[37]  Jamie Carlson,et al.  Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators , 2011 .

[38]  Deirdre O'loughlin,et al.  Exploring e‐service quality: a study of Irish online banking , 2008 .

[39]  Chih-Hao Chang.  The Influence of User's Trait on Public e-Service Usage: A Self-Service Technology Perspective , 2011 .

[40]  Dhruv Grewal,et al.  Fix It or Leave It? Customer Recovery from Self-service Technology Failures , 2013 .

[41]  Anol Bhattacherjee,et al.  Understanding Information Systems Continuance: An Expectation-Confirmation Model , 2001, MIS Q..

[42]  Richard T. Vidgen,et al.  Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue , 2004, J. Electron. Commer. Organ..

[43]  Mouzhi Ge,et al.  Information quality assessment: validating measurement dimensions and processes , 2011, ECIS.

[44]  Sharron J. Lennon,et al.  Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach , 2006 .

[45]  Izak Benbasat,et al.  Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation , 1991, Inf. Syst. Res..

[46]  A. Strauss,et al.  Basics of Qualitative Research , 1992 .

[47]  Jamie Carlson,et al.  An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model , 2012 .

[48]  Dwayne D. Gremler.  The Critical Incident Technique in Service Research , 2004 .