ABSTRACT

Self-service technologies allow organizations to shift work from employees to the consumer, creating a coproduction environment where the consumer is an active participant in the delivery of a service, which they ultimately consume. While these technologies can have benefits for both consumers and the organizations, they can also present challenges (e.g., value erosion, feelings of coercion) that may give rise to consumer resentment. This study, using the theory of reasoned action as its theoretical lens, is one of the first in information systems to explore coproduction resentment. In particular, this study investigates the coproduction resentment within the context of self-checkout continuance intention. The study also investigates the effect of technology anxiety, fear of confrontation due to misuse, and technology-driven job losses on coproduction resentment. The study found support for the seven proposed hypotheses.

摘要

自助服务技术允许组织将工作从员工转移到消费者，创建一个联合生产环境，消费者是服务交付的积极参与者，他们最终消费服务。虽然这些技术可以为消费者和组织带来好处，但它们也可能带来可能引起消费者不满的挑战（例如，价值侵蚀、胁迫感）。这项研究使用理性行为理论作为其理论视角，是信息系统中最早探索联合生产怨恨的研究之一。特别是，本研究调查了自助结账继续意图背景下的联合生产怨恨。该研究还调查了技术焦虑、因滥用而害怕对抗的影响，和技术驱动的失业对联合生产的不满。该研究发现对七个提议的假设的支持。