WAITING IN CHECKOUT LINES: HOW SELF-CHECKOUT SYSTEMS AFFECT CUSTOMERS’ PERCEPTIONS OF WAITING AND SATISFACTION

F. Morimura, K. Nishioka, C. Minami

LanguageENG
URLhttp://db.koreascholar.com/Article/Detail/271771

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Global Marketing Conference

2014 Global Marketing Conference at Singapore (2014.07)
pp.2106-2116

글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)

Abstract

This research investigated how the relationship between customers’ psychological factors and expectations of self-checkout systems influences overall satisfaction. The results show that perceptions of “social injustice” negatively affect consumer satisfaction when the customer has high expectations. Conversely, the variables “uncomfortable,” “unoccupied,” and “anxious” negatively affect satisfaction when expectations are low.

Keyword

Self-checkout system Service quality Shopping experience self-service technologies Supermarket customer

Author

F. Morimura(Kobe University)
K. Nishioka(Kansai University)
C. Minami(Kobe University)

KOREASCHOLAR

WAITING IN CHECKOUT LINES: HOW SELF-CHECKOUT SYSTEMS AFFECT CUSTOMERS’ PERCEPTIONS OF WAITING AND SATISFACTION