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Differentiation through Service Excellence: Empirical Findings on the Role of Self-Service Technology in Retail

Differentiation through Service Excellence: Empirical Findings on the Role of Self-Service Technology in Retail

Philipp Spreer, Katrin Kallweit
Copyright: © 2015 |Pages: 29
ISBN13: 9781466682979|ISBN10: 1466682973|EISBN13: 9781466682986
DOI: 10.4018/978-1-4666-8297-9.ch009
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MLA

Spreer, Philipp, and Katrin Kallweit. "Differentiation through Service Excellence: Empirical Findings on the Role of Self-Service Technology in Retail." Successful Technological Integration for Competitive Advantage in Retail Settings, edited by Eleonora Pantano, IGI Global, 2015, pp. 191-219. https://doi.org/10.4018/978-1-4666-8297-9.ch009

APA

Spreer, P. & Kallweit, K. (2015). Differentiation through Service Excellence: Empirical Findings on the Role of Self-Service Technology in Retail. In E. Pantano (Ed.), Successful Technological Integration for Competitive Advantage in Retail Settings (pp. 191-219). IGI Global. https://doi.org/10.4018/978-1-4666-8297-9.ch009

Chicago

Spreer, Philipp, and Katrin Kallweit. "Differentiation through Service Excellence: Empirical Findings on the Role of Self-Service Technology in Retail." In Successful Technological Integration for Competitive Advantage in Retail Settings, edited by Eleonora Pantano, 191-219. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8297-9.ch009

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Abstract

Service excellence is one of the key differentiators for retailers in the digital environment. To ensure a high level of service quality at the point of sale, retailers contemplate the implementation of Self-Service Information Technologies (SSITs). This chapter 1) examines the mediation effect of service quality within the technology acceptance model and 2) identifies relevant segments based on the level of acceptance and the perception of the service quality provided by an SSIT. Building on data from a laboratory experiment using a fully functional application for Tablet PCs, the partial least squares approach and a combined hierarchical and non-hierarchical cluster analysis were used. The findings reveal that the perceived service quality partially mediates the effect of the attitude towards using on the intention to reuse. Moreover, two distinct segments are identified: the “occasional handymen” and the “enthusiastic experts,” who differ significantly in terms of SSIT acceptance.

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