Self-service technologies (SST) such as online check-ins are more and more becoming an integral part of our daily routines. However, while kiosk SST such as automated teller machines in banking are widely used, mobile SST are just beginning to capture the market. Enforcing customers to switch from kiosk to mobile SST sometimes still turns out to be difficult due to routine seeking, privacy risks, or fear of complex user interfaces. As a result, users are locked into a status quo and do not switch to mobile technologies. Thus, there is a need to better understand why customers switch from kiosk to mobile SST. Against this background, the aim of this paper is to gain a better understanding of the factors influencing customers’ intention to switch from kiosk to mobile SST. We investigate the positive and negative determinants, which constitute the positive and negative valence of mobile SST as factors influencing the intention to switch. Our study expands existing research by outlining the particular importance of the positive valence for the customers’ intention to switch. We further show that multifunctionality, compatibility with the lifestyle, and enjoyment constitute the most crucial positive determinants rather than prestige reasons.
Beduè, Patrick; Cetto, Alexandra; Klier, Julia; and Klier, Mathias, "Customers' Intention to Switch to Mobile Self-Service Technologies" (2018). Research Papers. 127.