Retailers have installed self-service technologies such as self-checkout that aim to improve the efficiency of checkout operations and minimize customers’ waiting experiences that reduce customer satisfaction. Customers’ expectation for self-checkout should influence their evaluation of checkout operations for existing checkout options when the new service is installed at the checkout. This study investigates how expectations about self-checkout affects perceptions of waiting in terms of social injustice, unattractiveness, and undistraction as well as customer satisfaction when retailers change checkout operations through installing self-service technologies. The results from an online survey in Japan revealed that social injustice has a stronger negative impact on satisfaction when customers have low expectations for self-checkout. In contrast, unattractiveness and undistraction tend to affect satisfaction negatively when expectation is high. This study clarifies the mechanism of how installing self-service technologies influences customer satisfaction with pre-existing services in terms of the psychological factor of waiting.

中文翻译：

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在出口阶段等待：对自助结账系统的期望和总体满意度

零售商已经安装了自助结账等自助服务技术，旨在提高结账操作的效率，并尽量减少降低客户满意度的客户等待体验。当在结账处安装新服务时，客户对自助结账的期望应该会影响他们对现有结账选项的结账操作的评估。本研究调查了当零售商通过安装自助服务技术改变结账操作时，对自助结账的期望如何影响社会不公正、不吸引人、不分心以及客户满意度方面的等待感知。日本的一项在线调查结果显示，当顾客对自助结账的期望较低时，社会不公正对满意度的负面影响更大。相比之下，当期望值很高时，不吸引人和不分心往往会对满意度产生负面影响。本研究从等待心理因素的角度阐明了安装自助服务技术如何影响客户对已有服务的满意度的机制。