Self-Service Technologies and Generation Y: are they beyond the personal touch?

Dena Hale and Ramendra Thakur

International Journal of Electronic Marketing and Retailing, 2006, vol. 1, issue 2, 132-154

Abstract: It is essential that academia understand the next generation of consumers' preferences, needs, and wants in the new service economy. This paper looks at the preference for and usage of SST options across a variety of service types for members of the Generation Y cohort group. Furthermore, respondent's Technology Anxiety, gender, and ethnicity were examined to determine which factors influence their technological preferences. Findings indicate that Gen-Y members may not be ready to abandon human interaction in the name of profits and convenience. Findings also indicate that differences in technology preference and TA exist between business and non-business Gen-Y members.

Keywords: generation Y; self-service technologies; STSs; service industry; technology anxiety; technology exchange; human exchange; electronic marketing; electronic advertising; e-marketing; e-advertising; online marketing; online advertising; internet marketing; internet advertising; consumer preferences; technology preference; retailing. (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijemre:v:1:y:2006:i:2:p:132-154

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