Self-scanning technologies in retail: Determinants of adoption

Gian Luca Marzocchi and Alessandra Zammit

The Service Industries Journal, 2006, vol. 26, issue 6, 651-669

Abstract: Self-scanning represents a form of customer participation in service creation, a form of self-service and a technology-based service delivery device. This study, conducted within the large-scale retail sector, pursues a dual aim: firstly, to assess the link between satisfaction with self-scanning and some of its possible antecedents; secondly we intend to determine whether satisfaction with this service has any impact on consumers' overall opinion of the supermarket and their intention to patronise the store with greater frequency. The data show that both the sense of control and hedonic component have a positive impact on satisfaction with self-scanning and further bring to light that service satisfaction is an antecedent both of customers' opinion of the supermarket and their intention to patronise the store more frequently.

Date: 2006
References: View complete reference list from CitEc
Citations: View citations in EconPapers (11)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060600850790 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:26:y:2006:i:6:p:651-669

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060600850790

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().