Consumer’s persistence in solving their own problem with self‐service technology

Nili, Alireza, Tate, Mary, Johnstone, David, & Gable, Guy G. (2014) Consumer’s persistence in solving their own problem with self‐service technology. In 25th Australasian Conference on Information Systems, 8-10 December 2014, Auckland, New Zealand.

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Abstract

An increasing range of technology services are now offered on a self-service basis. However, problems with self-service technologies (SSTs) occur at times due to the technical error, staff error, or consumers’ own mistakes. Considering the role of consumers as co-producers in the SST context, we aim to study consumer’s behaviours, strategies, and decision making in solving their problem with SST and identify the factors contributing to their persistence in solving the problem. This study contributes to the information systems research, as it is the first study that aims to identify such a process and the factors affecting consumers’ persistence in solving their problem with SST. A focus group with user support staff has been conducted, yielding some initial results that helped to conduct the next phases of the study. Next, using Critical Incident Technique, data will be gathered through focus groups with users, diary method, and think-aloud method.

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ID Code: 81901
Item Type: Conference Paper
Refereed: Yes
Keywords: Consumer behaviour, Self-service technology, Self-service technology problem solving, Persistence
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Business Information Systems (150302)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Consumer-Oriented Product or Service Development (150501)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2014 [please consult the author]
Deposited On: 19 Feb 2015 02:40
Last Modified: 19 Feb 2015 22:11

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