This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.
Åkesson, M., Edvardsson, B., & Tronvoll, B. (2014). Customer experience from a self-service system perspective. Journal of Service Marketing 25(5), 677-698.ÅkessonM.EdvardssonB.&TronvollB.2014Customer experience from a self-service system perspective255677–69810.1108/JOSM-01-2013-0016Search in Google Scholar
Anderson, E. W., et al. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing 58(3), 53-66.AndersonE. W.et al1994Customer satisfaction, market share, and profitability: Findings from Sweden58353–6610.1177/002224299405800304Search in Google Scholar
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services. International Journal of Service Industry Management 9(1), 7-23.AndreassenT. W.&LindestadB.1998Customer loyalty and complex services917–2310.1108/09564239810199923Search in Google Scholar
Anitsal, I., & Schumann, D. W. (2007). Towards a conceptualization of customer productivity: The customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options. The Journal of Marketing Theory and Practice 15(4), 349-363.AnitsalI.&SchumannD. W.2007Towards a conceptualization of customer productivity: The customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options154349–36310.2753/MTP1069-6679150405Search in Google Scholar
Anon. (2016). Supermarket lose over £486BN a year in purchases abandoned at self-scan. Business Matters Retrieved from http://www.bmmagazine.co.uk/news/supermarkets-lose-486bn-year-purchases-abandoned-self-scan/?utm_campaign=twitter&utm_medium=twitter&utm_source=twitterAnon2016Supermarket lose over £486BN a year in purchases abandoned at self-scanRetrieved fromhttp://www.bmmagazine.co.uk/news/supermarkets-lose-486bn-year-purchases-abandoned-self-scan/?utm_campaign=twitter&utm_medium=twitter&utm_source=twitterSearch in Google Scholar
Anon. (2014). Unexpected item in the bagging area could be a thing of the past. The Telegraph Retrieved from http://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/11142679/Unexpected-item-in-the-bagging-area-could-be-a-thing-of-the-past.htmlAnon2014Unexpected item in the bagging area could be a thing of the pastRetrieved fromhttp://www.telegraph.co.uk/finance/newsbysector/retailandconsumer/11142679/Unexpected-item-in-the-bagging-area-could-be-a-thing-of-the-past.htmlSearch in Google Scholar
Arnfield, R. (2014). Supermarket self-checkout technology approaching tipping point? Kioskmarketplace Retrieved from http://www.kioskmarketplace.com/articles/supermarket-self-checkout-technology-approaching-tipping-point/ArnfieldR.2014Supermarket self-checkout technology approaching tipping point?Retrieved fromhttp://www.kioskmarketplace.com/articles/supermarket-self-checkout-technology-approaching-tipping-point/Search in Google Scholar
Ballantyne, D., Williams, J., & Aitken, R. (2011). Introduction to service-dominant logic: from propositions to practice. Industrial Marketing Management 40(2), 179-180.BallantyneD.WilliamsJ.&AitkenR.2011Introduction to service-dominant logic: from propositions to practice402179–18010.1016/j.indmarman.2010.06.025Search in Google Scholar
Bandura, A. (1986). Social foundation of thought and action: A social-cognitive theory Englewood Cliffs, United States: Prentice Hall.BanduraA.1986Englewood Cliffs, United StatesPrentice HallSearch in Google Scholar
Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking sector. European Journal of Marketing 38(1/2), 253-275.BeerliA.MartinJ. D.&QuintanaA.2004A model of customer loyalty in the retail banking sector381/2253–27510.1108/03090560410511221Search in Google Scholar
Bessière, K., Newhagen, J. E., Robinson, J. P., & Shneiderman, B. (2006). A model for computer frustration: the role of instrumental and dispositional factors on incident, session, and post-session frustration and mood. Computers in Human Behavior 22, 941-961.BessièreK.NewhagenJ. E.RobinsonJ. P.&ShneidermanB.2006A model for computer frustration: the role of instrumental and dispositional factors on incident, session, and post-session frustration and mood22941–96110.1016/j.chb.2004.03.015Search in Google Scholar
Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing 32(5/6), 499-513.BloemerJ.&De RuyterK.1998On the relationship between store image, store satisfaction and store loyalty325/6499–51310.1108/03090569810216118Search in Google Scholar
Bolger, N., Davis, A., & Rafaeli, E. (2003). Diary methods: Capturing life as it is lived. Annual Review of Psychology 54, 579-616.BolgerN.DavisA.&RafaeliE.2003Diary methods: Capturing life as it is lived54579–61610.1146/annurev.psych.54.101601.14503012499517Search in Google Scholar
Burke, R. R. (2002). Technology and the customer interface: What consumers want in the physical and virtual store. Journal of the Academy of Marketing Science 30(4), 411-432.BurkeR. R.2002Technology and the customer interface: What consumers want in the physical and virtual store304411–43210.1177/009207002236914Search in Google Scholar
Butcher, K., Sparks, B. A., & O’Callaghan, F. V. (2001). Evaluative and relational influences on service loyalty. International Journal of Service Industry Management 12(4), 310-327.ButcherK.SparksB. A.&O’CallaghanF. V.2001Evaluative and relational influences on service loyalty124310–32710.1108/09564230110405253Search in Google Scholar
Collier, J. E., & Kimes, S. E. (2013). Only if it is convenient: understanding how convenience influences self-service technology evaluation. Journal of Service Research 16(1), 39-51.CollierJ. E.&KimesS. E.2013Only if it is convenient: understanding how convenience influences self-service technology evaluation16139–5110.1177/1094670512458454Search in Google Scholar
Dabholkar, P. A., Bobbitt, L. M., & Lee, E-J. (2003). Understanding consumer motivation and behaviour related to self-scanning in retailing. International Journal of Service Industry Management 14(1), 59-95.DabholkarP. A.BobbittL. M.&LeeE-J.2003Understanding consumer motivation and behaviour related to self-scanning in retailing14159–9510.1108/09564230310465994Search in Google Scholar
Dabholkar, P. A., & Bagozzi, R. P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of Marketing Theory and Practice 30(3), 184-201.DabholkarP. A.&BagozziR. P.2002An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors303184–20110.1177/00970302030003001Search in Google Scholar
Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing 13(1), 29-51.DabholkarP. A.1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality13129–5110.1016/0167-8116(95)00027-5Search in Google Scholar
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13(3), 319-340.DavisF. D.1989Perceived usefulness, perceived ease of use, and user acceptance of information technology133319–34010.2307/249008Search in Google Scholar
Davis, S., & Wiedenbeck, S. (2001). The mediating effects of intrinsic motivation, ease of use and usefulness perceptions on performance in first-time and subsequent computer users. Interacting with Computers 13(5), 549-580.DavisS.&WiedenbeckS.2001The mediating effects of intrinsic motivation, ease of use and usefulness perceptions on performance in first-time and subsequent computer users135549–58010.1016/S0953-5438(01)00034-0Search in Google Scholar
De Ruyter, K., & Bloemer, J. (1999). Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood. International Journal of Service Industry Management 10(3), 320-336.De RuyterK.&BloemerJ.1999Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood103320–33610.1108/09564239910276917Search in Google Scholar
Dean, D. H. (2008). Shopper age and the use of self-service technologies. Managing Service Quality 18(3), 225-238.DeanD. H.2008Shopper age and the use of self-service technologies183225–23810.1108/09604520810871856Search in Google Scholar
Denzin, N. K., & Lincoln, Y. S. (2011). The Sage handbook of qualitative research (4th edition) Thousand Oaks, United States: Sage.DenzinN. K.&LincolnY. S.2011Thousand Oaks, United StatesSageSearch in Google Scholar
Dillon, C. (2010). The disadvantages of self service checkouts. Ehow Retrieved from http://www.ehow.com/list_7615063_disadvantages-self-service-checkouts.htmlDillonC.2010The disadvantages of self service checkoutsRetrieved fromhttp://www.ehow.com/list_7615063_disadvantages-self-service-checkouts.htmlSearch in Google Scholar
Ding, X., Verma, R., & Iqbal, Z. (2007). Self-service technology and online financial service choice. International Journal of Service Industry Management 18(3), 246-268.DingX.VermaR.&IqbalZ.2007Self-service technology and online financial service choice183246–26810.1108/09564230710751479Search in Google Scholar
Ejdys, J. (2018). Building technology trust in ICT application at a university. International Journal of Emerging Markets 13(5), 980-997.EjdysJ.2018Building technology trust in ICT application at a university135980–99710.1108/IJoEM-07-2017-0234Search in Google Scholar
Ejdys, J., & Halicka, K. (2018). Sustainable Adaptation of New Technology – The Case of Humanoids Used for the Care of Older Adults. Sustainability 10(10), 3770.EjdysJ.&HalickaK.2018Sustainable Adaptation of New Technology – The Case of Humanoids Used for the Care of Older Adults1010377010.3390/su10103770Search in Google Scholar
Elo, S., & Kyngäs, H. (2008). The qualitative content analysis process. Journal of Advanced Nursing 62(1), 107-115.EloS.&KyngäsH.2008The qualitative content analysis process621107–11510.1111/j.1365-2648.2007.04569.x18352969Search in Google Scholar
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1995), Consumer Behavior 6th ed, Chicago, United States: Dryden Press.EngelJ. F.BlackwellR. D.&MiniardP. W.19956th edChicago, United StatesDryden PressSearch in Google Scholar
Fitzsimmons, J.A. (2003). Is self-service the future of services? Managing Service Quality 13(6), 443-444.FitzsimmonsJ.A.2003Is self-service the future of services?136443–44410.1108/09604520310506496Search in Google Scholar
German EHI Retail Institute (2017). EHI-Studie zu Self-Checkout und Self-Scanning im deutschen Handel. EHI Retail Institute Retrieved from https://www.ehi.org/de/pressemitteilungen/selbst-ist-der-kunde/German EHI Retail Institute2017EHI-Studie zu Self-Checkout und Self-Scanning im deutschen HandelRetrieved fromhttps://www.ehi.org/de/pressemitteilungen/selbst-ist-der-kunde/Search in Google Scholar
Grossman, R. P. (1998). Developing and managing effective customer relationships. Journal of Product & Brand Management 7(1), 27-40.GrossmanR. P.1998Developing and managing effective customer relationships7127–4010.1108/10610429810209719Search in Google Scholar
Heskett, J., Sasser, Jr, W. E., & Schlesinger, L. (1997). The service profit chain: How leading companies link profit and growth to loyalty, satisfaction and value New York, United States: The Free Press.HeskettJ.SasserJr, W. E.&SchlesingerL.1997New York, United StatesThe Free PressSearch in Google Scholar
Hilton, T., Hughes, T., Little, E., & Marandi, E. (2013). Adopting self-service technology to do more with less. Journal of Services Marketing 27(1), 3-12.HiltonT.HughesT.LittleE.&MarandiE.2013Adopting self-service technology to do more with less2713–1210.1108/08876041311296338Search in Google Scholar
Hoffman, D. L., Novak, T. P., & Schlosser, A. E. (2003). Locus of control, web use, and consumer attitudes. Journal of Public Policy & Marketing 22(1), 41-57.HoffmanD. L.NovakT. P.&SchlosserA. E.2003Locus of control, web use, and consumer attitudes22141–5710.1509/jppm.22.1.41.17628Search in Google Scholar
Hogarth, J. M., Hilgert, M. A., & Kolodinsky, J. M. (2004). Customers’ resolution of credit card problems and exit behaviours. Journal of Services Marketing 18(1), 19-34.HogarthJ. M.HilgertM. A.&KolodinskyJ. M.2004Customers’ resolution of credit card problems and exit behaviours18119–3410.1108/08876040410520681Search in Google Scholar
Jamal, A. (2004). Retail banking and customer behaviour: A study of self-concept, satisfaction and technology usage. International Review of Retail, Distribution and Consumer Research 14(3), 357-379.JamalA.2004Retail banking and customer behaviour: A study of self-concept, satisfaction and technology usage143357–37910.1080/09593960410001678381Search in Google Scholar
Jammi, N. (2014). Why impatient customers really love self- service. Kayako Retrieved from https://www.kayako.com/blog/why-impatient-customers-really-love-self-service/JammiN.2014Why impatient customers really love self- serviceRetrieved fromhttps://www.kayako.com/blog/why-impatient-customers-really-love-self-service/Search in Google Scholar
Javalgi, R., & Moberg, C. (1997). Service loyalty: Implications for service providers. Journal of Services Marketing 11(3), 165-179.JavalgiR.&MobergC.1997Service loyalty: Implications for service providers113165–17910.1108/08876049710168663Search in Google Scholar
Jayasimha, K. R., & Nargundkar, R. (2006). Adoption of self service bill payment technologies (SSBPTS): A conceptual model. Journal of Services Research 6(2), 119-134.JayasimhaK. R.&NargundkarR.2006Adoption of self service bill payment technologies (SSBPTS): A conceptual model62119–134Search in Google Scholar
Jones, D. (2016). Shop till you stop. The Sun July 16th, 18.JonesD.2016Shop till you stopJuly 16th18Search in Google Scholar
Jones, D. (2015). No more nagging with the bagging. The Sun July 30th, 3.JonesD.2015No more nagging with the baggingJuly 30th3Search in Google Scholar
Kleemann, F., Voß, G. G., & Rieder, K. (2008). Un(der)paid innovators: the commercial utilization of consumer work through Crowdsourcing. Science, Technology and Innovation Studies 4(1), 5-26.KleemannF.VoßG. G.&RiederK.2008Un(der)paid innovators: the commercial utilization of consumer work through Crowdsourcing415–26Search in Google Scholar
Knapton, S. (2016). Self-service checkouts turn honest shoppers into thieves, warn criminologists. The Telegraph Retrieved from http://www.telegraph.co.uk/science/2016/08/02/self-service-checkouts-turn-honest-shoppers-into-thieves-warn-cr/KnaptonS.2016Self-service checkouts turn honest shoppers into thieves, warn criminologistsRetrieved fromhttp://www.telegraph.co.uk/science/2016/08/02/self-service-checkouts-turn-honest-shoppers-into-thieves-warn-cr/Search in Google Scholar
Laurenceau, J. P., & Bolger, N. (2005). Using diary methods to study marital and family processes. Journal of Family Psychology 19(1), 86-97.LaurenceauJ. P.&BolgerN.2005Using diary methods to study marital and family processes19186–9710.1037/0893-3200.19.1.8615796655Search in Google Scholar
Lazar, J., Jones, A., Hackley, M., & Shneiderman, B. (2006). Severity and impact of computer user frustration: A comparison of student and workplace users. Interacting with Computers 18(2), 187-207.LazarJ.JonesA.HackleyM.&ShneidermanB.2006Severity and impact of computer user frustration: A comparison of student and workplace users182187–20710.1016/j.intcom.2005.06.001Search in Google Scholar
Lee, H. J., & Lyu, J. (2016). Personal values as determinants of intentions to use self-service technology in retailing. Computers in Human Behaviour 60, 322-332.LeeH. J.&LyuJ.2016Personal values as determinants of intentions to use self-service technology in retailing60322–33210.1016/j.chb.2016.02.051Search in Google Scholar
Lee, H. J., Cho, H. J., Xu, W., & Fairhurst, A. (2010). The influence of consumer traits and demographics on intention to use retail self-service checkouts. Marketing Intelligence & Planning 28(1), 46-58.LeeH. J.ChoH. J.XuW.&FairhurstA.2010The influence of consumer traits and demographics on intention to use retail self-service checkouts28146–5810.1108/02634501011014606Search in Google Scholar
Liu, L. W., Yang, W. G., & Liu, W. H. (2017). Building the B2B customer loyalty: A role of relationship quality. Polish Journal of Management Studies 16(1), 105-114.LiuL. W.YangW. G.&LiuW. H.2017Building the B2B customer loyalty: A role of relationship quality161105–11410.17512/pjms.2017.16.1.09Search in Google Scholar
Locke, E. A., & Latham, G. P. (1990). A theory of goal setting and task performance Englewood Cliffs, United States: Prentice Hall.LockeE. A.&LathamG. P.1990Englewood Cliffs, United StatesPrentice HallSearch in Google Scholar
McNamara, N., & Kirakowski, J. (2008). Measuring the human element in complex technologies. International Journal of Technology and Human Interaction 4(1), 1-14.McNamaraN.&KirakowskiJ.2008Measuring the human element in complex technologies411–1410.4018/jthi.2008010101Search in Google Scholar
Merrilees, B., & Miller, D. (2001). Superstore interactivity: a new self-service paradigm of retail service. International Journal of Retail and Distribution Management 29(8), 379-389.MerrileesB.&MillerD.2001Superstore interactivity: a new self-service paradigm of retail service298379–38910.1108/09590550110396953Search in Google Scholar
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marketing 64, 50-64.MeuterM. L.OstromA. L.RoundtreeR. I.&BitnerM. J.2000Self-service technologies: understanding customer satisfaction with technology-based service encounters6450–6410.1509/jmkg.64.3.50.18024Search in Google Scholar
Miranda, M. J., Konya, L., & Havrila, I. (2005). Shoppers’ satisfaction levels are not the only key to store loyalty. Marketing Intelligence & Planning 23(2), 220-232.MirandaM. J.KonyaL.&HavrilaI.2005Shoppers’ satisfaction levels are not the only key to store loyalty232220–23210.1108/02634500510589958Search in Google Scholar
Mittal, B., & Lassar, W. M. (1998). Why do customers switch? The dynamics of satisfaction versus loyalty. The Journal of Services Marketing 12(3), 177-194.MittalB.&LassarW. M.1998Why do customers switch? The dynamics of satisfaction versus loyalty123177–19410.1108/08876049810219502Search in Google Scholar
Muller, A. (2008). Self-service shopping: Advantages for both retailers and customers. The Retail Digest December, 50-53.MullerA.2008Self-service shopping: Advantages for both retailers and customersDecember50–53Search in Google Scholar
Nysveen, H., Pederson, P. E., & Thorbjornsen, H. (2005). Intentions to use mobile services: Antecedents and cross-service comparisons. Journal of the Academy of Marketing Science 33(2), 330-347.NysveenH.PedersonP. E.&ThorbjornsenH.2005Intentions to use mobile services: Antecedents and cross-service comparisons332330–34710.1177/0092070305276149Search in Google Scholar
Oliver, R. L. (1999). Whence customer loyalty? Journal of Marketing 63(5), 33-44.OliverR. L.1999Whence customer loyalty?63533–4410.1177/00222429990634s105Search in Google Scholar
Oliver, R. L. (1997). Satisfaction: A behavioural perspective on the customer New York, United States: McGraw-Hill.OliverR. L.1997New York, United StatesMcGraw-HillSearch in Google Scholar
Oliver, R. L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research 20(3), 418-430.OliverR. L.1993Cognitive, affective and attribute bases of the satisfaction response203418–43010.1086/209358Search in Google Scholar
Oyedele, A., & Simpson, P. M. (2007). An empirical investigation of consumer control factors on intention to use selected self-service technologies. International Journal of Service Industry Management 18(3), 287-306.OyedeleA.&SimpsonP. M.2007An empirical investigation of consumer control factors on intention to use selected self-service technologies183287–30610.1108/09564230710751497Search in Google Scholar
Pirzada, K. (2016). Providers and users’ perception of voluntary need of human resource disclosure: A content analysis. Polish Journal of Management Studies 14(2), 232-242.PirzadaK.2016Providers and users’ perception of voluntary need of human resource disclosure: A content analysis142232–24210.17512/pjms.2016.14.2.22Search in Google Scholar
Reinders, M. J., Dabholkar, P. A., & Frambach, R. T. (2008). Consequences of forcing consumers to use technology-based self-service. Journal of Service Research 11(2), 107-123.ReindersM. J.DabholkarP. A.&FrambachR. T.2008Consequences of forcing consumers to use technology-based self-service112107–12310.1177/1094670508324297Search in Google Scholar
Retail Technology. (2010). Carrefour extends self-scanning roll out. Retail Technology Retrieved from http://www.retailtechnology.co.uk/news/1543/carrefour-extends-self-scanning-roll-out/Retail Technology.2010Carrefour extends self-scanning roll outRetrieved fromhttp://www.retailtechnology.co.uk/news/1543/carrefour-extends-self-scanning-roll-out/Search in Google Scholar
Simon, F., & Usunier, J. (2007). Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology. International Journal of Research in Marketing 24, 163-173.SimonF.&UsunierJ.2007Cognitive, demographic, and situational determinants of service customer preference for personnel-in-contact over self-service technology24163–17310.1016/j.ijresmar.2006.11.004Search in Google Scholar
Strauss, A., & Corbin, J. (2008). Basics of Qualitative Research (3rd edition). Thousand Oaks, United States: Sage.StraussA.&CorbinJ.2008(3rd edition)Thousand Oaks, United StatesSageSearch in Google Scholar
Steenkamp, J. B. E. M., & Maydeu-Olivares, A. (2015). Stability and change in consumer traits: Evidence from a 12-year longitudinal study, 2002-2013. Journal of Marketing Research 52(3), 287-308.SteenkampJ. B. E. M.&Maydeu-OlivaresA.2015Stability and change in consumer traits: Evidence from a 12-year longitudinal study, 2002-2013523287–30810.1509/jmr.13.0592Search in Google Scholar
Swan, J. E., Bowers, M. R., & Richardson, L. D. (1999). Customer trust in a salesperson: An integrative review and meta-analysis of the empirical literature. Journal of Business Research 44(2), 93-107.SwanJ. E.BowersM. R.&RichardsonL. D.1999Customer trust in a salesperson: An integrative review and meta-analysis of the empirical literature44293–10710.1016/S0148-2963(97)00244-0Search in Google Scholar
Turner, J. J., & Borch, K. (2012). Store and satisfaction: An analysis of customer perceptions of self-scan checkouts. Journal of Marketing at Retail 1(2), 6-16.TurnerJ. J.&BorchK.2012Store and satisfaction: An analysis of customer perceptions of self-scan checkouts126–16Search in Google Scholar
Urbany, J. E. Dickson, P. R., & Sawyer, A. G. (2000). Insights into cross- and within-store price search: retailer estimates vs. consumer self-reports. Journal of Retailing 76(2), 243-258.UrbanyJ. E. Dickson, P. R.&SawyerA. G.2000Insights into cross- and within-store price search: retailer estimates vs. consumer self-reports762243–25810.1016/S0022-4359(00)00025-7Search in Google Scholar
Uusitalo, O. (2001). Consumer perceptions of grocery retail formats and brands. International Journal of Retail and Distribution Management 29(5), 214-225.UusitaloO.2001Consumer perceptions of grocery retail formats and brands295214–22510.1108/09590550110390995Search in Google Scholar
Venetis, K. A., & Ghauri, P. N. (2000). The importance of service quality on customer retention: An empirical study of business service relationships. Proceedings of the Marketing in a Global Economy Conference, Buenos Aires June 28th–July 1st 215-224.VenetisK. A.&GhauriP. N.2000The importance of service quality on customer retention: An empirical study of business service relationshipsJune 28th–July 1st215–224Search in Google Scholar
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2016). Unified theory of acceptance and use of technology: A synthesis and the road ahead. Journal of the Association for Information Systems 17(5), 328-376.VenkateshV.ThongJ. Y. L.&XuX.2016Unified theory of acceptance and use of technology: A synthesis and the road ahead175328–37610.17705/1jais.00428Search in Google Scholar
Venkatesh, V. (2000). Determinants of perceived ease of use: Integrating control, intrinsic motivation and emotion into the technology acceptance model. Information Systems Research 11(2), 342-365.VenkateshV.2000Determinants of perceived ease of use: Integrating control, intrinsic motivation and emotion into the technology acceptance model112342–36510.1287/isre.11.4.342.11872Search in Google Scholar
Voss, G. G., & Rieder, K. (2005). The working customer: when consumers become unpaid employees New York, united States: Campus.VossG. G.&RiederK.2005New York, united StatesCampusSearch in Google Scholar
Vouk, R., Guszak, I., & Sisek, B. (2011). The role of self-service technologies in Croatian grocery retailing. Annals of DAAAM for 2011 & Proceedings of the 22nd International DAAAM Symposium 22(1), 1063-1064.VoukR.GuszakI.&SisekB.2011The role of self-service technologies in Croatian grocery retailing2211063–106410.2507/22nd.daaam.proceedings.518Search in Google Scholar
Wang, C., Harris, J., & Patterson, P. (2013). The roles of habit, self-efficacy, and satisfaction in deriving continued use of self-service technologies: A longitudinal study. Journal of Service Research 16(3), 400-414.WangC.HarrisJ.&PattersonP.2013The roles of habit, self-efficacy, and satisfaction in deriving continued use of self-service technologies: A longitudinal study163400–41410.1177/1094670512473200Search in Google Scholar
Wong, A. (2004). The role of emotional satisfaction in service encounters. Managing Service Quality 14(5), 365-376.WongA.2004The role of emotional satisfaction in service encounters145365–37610.1108/09604520410557976Search in Google Scholar
Wynne, E. (2016). Self-service checkouts normalise, excuse supermarket stealing, research shows. ABC News Retrieved from http://www.abc.net.au/news/2016-07-21/self-service-checkouts-normalising-theft-for-customers-research/7648910WynneE.2016Self-service checkouts normalise, excuse supermarket stealing, research showsRetrieved fromhttp://www.abc.net.au/news/2016-07-21/self-service-checkouts-normalising-theft-for-customers-research/7648910Search in Google Scholar
Yang, Y-C., Liu, S-W., & Ding. M-C. (2012). Determinants of self-service technology adoption. African Journal of Business Management 6(40), 10514-10523.YangY-C.LiuS-W.&DingM-C.2012Determinants of self-service technology adoption64010514–1052310.5897/AJBM12.707Search in Google Scholar
Yavas, U., & Babakus, E. (2009). Retail store loyalty: A comparison of two customer segments. International Journal of Retail & Distribution Management 37(6), 477-492.YavasU.&BabakusE.2009Retail store loyalty: A comparison of two customer segments376477–49210.1108/09590550910956223Search in Google Scholar