Shadow work in self-service technologies usage: Scale development and validation

Sang Cheol Park, Joon Koh, Sung Yul Ryoo, Dongwon Lee and Woong-Kyu Lee

Technological Forecasting and Social Change, 2025, vol. 212, issue C

Abstract: Self-service technologies (SST) have been frequently used as a part of routine service delivery options. These SSTs require consumers to perform unpaid work, effectively shifting some of the service labor to the consumer as a form of self-service. The purpose of this study is to conceptualize, develop, and validate scales of shadow work. Shadow work refers to the extent to which a consumer performs additional unpaid work via consumer labor technologies.

Keywords: Shadow work; Unpaid consumptive work; Extra burden work; Scale development and validation (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:eee:tefoso:v:212:y:2025:i:c:s0040162524007339

DOI: 10.1016/j.techfore.2024.123935

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