Use of SST

Use of SST

1. Situational factors

   • Location convenience (Collier et al, 2015)
   • Order size (Collier et al, 2015)
   • Tolerance to wait (Collier et al, 2015)
   • Employee presence (Collier et al, 2015)
   • Perceived time pressure (Collier et al, 2015)
   • Shopping effectiveness (Collier et al, 2015)
   • Perceived crowdedness (Gelderman et al, 2011)

2. Innovation Characteristics

   • Compatibility (Meuter et al, 2005) + The degree to which an innovation is perceived as being consistent with existing values, needs, and experiences of potential adopters (Moore and Benbasat 1991)
   • Relative advantage (Meuter et al, 2005)
   • Complexibility (Meuter et al, 2005)
   • Observability (Meuter et al, 2005)
   • Trialibility (Meuter et al, 2005) The degree to which an innovation may be experimented with before adoption (Moore and Benbasat 1991)
   • Relative risk (Meuter et al, 2005) Customer concerns about security, system failure, reliability, and other personal, psychological, or financial risks associated with using technology (Walker et al. 2002)
   • Perceived fun ((Dabholkar and Bagozzi, 2002; Dabholkar et al., 2003; Curran and Meuter, 2007)
   • Creates value when... (Hilton et al, 2013)
     • Faster
     • More convenient
     • Cheaper
     • cheaper
     • results in a unique offering unavailable through another route and where staff are used more effectively to support customers rather than
   • Enjoyment :The extent to which the activity of using a specific system is perceived to be enjoyable in its own right, aside from any performance consequences resulting from system use (Venkatesh 2000)
   • Image: The degree to which an individual perceives that use of an innovation will enhance his or her status in his or her social system (Moore and Benbasat 1991)
   • Result demonstrability: The degree to which an individual believes that the results of demonstrability using a system are tangible, observable, and communicable (Moore and Benbasat 1991
   • Computer playfulness: The degree of cognitive spontaneity in microcomputer playfulness interactions (Venkatesh 2000)

3. Individual Differences

   • Consumer readiness (Bitner, 2018)
     • Role clarity (Meuter et al, 2005; Gelderman et al, 2011)
     • Motivation (intrinsic and extrinsic (Meuter et al, 2005)
     • Ability (Meuter et al, 2005)
       • Technology readiness:People’s propensity to embrace and use new technologies to readiness accomplish goals in home life and at work (Parasuraman and Colby 2015) + Blut et al, 2016 (SST)
       • Self-efficacy The degree to which an individual believes that he or she has the ability to perform a specific task/job using the computer (Venkatesh 2000) + Blut et al, 2016 (TAM)
   • Demographics (Meuter et al, 2005) (UTAUT)
   • Inertia (Meuter et al, 2005)
   • Need for interaction (Meuter et al, 2005; Gelderman et al, 2011)) Need for The desire to retain personal contact with others interaction (particularly frontline service employees) during a service encounter (Dabholkar 1996)
   • Previous experience (Meuter et al, 2005)
   • Technology anxiety (Meuter et al, 2005)
   • Need for self-control (Bateson, 1985)
   • Social anxiety (Dabholkar and Bagozzi, 2002)
   • Subjective norm: A person’s perception that most people who are important to him or her think he or she should or should not perform the behavior in question (Venkatesh et al. 2003)
   • External control :The degree to which an individual believes that organizational and technical resources exist to support the use of the system (Venkatesh et al. 2003) Enjoyment
   • Anxiety The degree of an individual’s apprehension, or even fear, when he or she is faced with the possibility of using computers (Venkatesh 2000)
   • Habit :The extent to which people tend to carry out behavior (e.g., using SSTs) automatically because of learning (Venkatesh, Thong, and Xu 2012)