Sage Journals: Discover world-class research

Abstract

Although self-service technology (SST) is broadly used in the hospitality and tourism industry, existing research has typically focused on customers’ intention to use SST rather than on their behavioral consequences of using it. Adopting service-dominant logic with the resource-based approach, this study examined how customers’ SST experience relates to co-created value, and uncovered the interaction effect of service providers’ facilitating conditions on this relationship. This study proposed a new perspective on SST experience that could contribute to the present literature on SST by shifting the focus from the features of SST to customer behavior. We conducted a scenario-based survey and analyzed 848 participants using latent moderated structural equation modeling with quasi-maximum likelihood estimation. The results show that the facilitating conditions burgeon the effect of SST experience on co-created value, which leads to the augmentation of behavioral intentions. The study thus discusses service-dominant logic and a new vantage point, integrating a technology-based service and firms’ facilitating conditions for co-created value at the service encounter.

Keywords

self-service technology co-created value service-dominant logic facilitating conditions behavioral intentions

Get full access to this article

View all access options for this article.

References

Ahn

Kwon

(2020). Green hotel brands in Malaysia: Perceived value, cost, anticipated emotion, and revisit intention. Current Issues in Tourism, 23(12), 1559–1574. https://doi.org/10.1080/13683500.2019.1646715

Ahn

J. A.

Seo

(2018). Consumer responses to interactive restaurant self-service technology (IRSST): The role of gadget-loving propensity. International Journal of Hospitality Management, 74, 109–121. https://doi.org/10.1016/j.ijhm.2018.02.020

Ajzen

(1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T

Åkesson

Edvardsson

Tronvoll

(2014). Customer experience from a self-service system perspective. Journal of Service Management, 25(5), 677–698. https://doi.org/10.1108/JOSM-01-2013-0016

Alapetite

Andersen

H. B.

Hertzum

(2009). Acceptance of speech recognition by physicians: A survey of expectations, experiences, and social influence. International Journal of Human-Computer Studies, 67(1), 36–49. https://doi.org/10.1016/j.ijhcs.2008.08.004

Anderson

J. C.

Gerbing

D. W.

(1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037//0033-2909.103.3.411

Becker

Jaakkola

(2020). Customer experience: Fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48(4), 630–648. https://doi.org/10.1007/s11747-019-00718-x

Bitner

M. J.

Ostrom

A. L.

Morgan

F. N.

(2008). Service blueprinting: A practical technique for service innovation. California Management Review, 50(3), 66–94. https://doi.org/10.2307/41166446

Bowen

D. E.

(2016). The changing role of employees in service theory and practice: An interdisciplinary view. Human Resource Management Review, 26(1), 4–13. https://doi.org/10.1016/j.hrmr.2015.09.002

10.

Brakus

J. J.

Schmitt

B. H.

Zarantonello

(2009). Brand experience: What is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52

11.

Breitsohl

(2019). Beyond ANOVA: An introduction to structural equation models for experimental designs. Organizational Research Methods, 22(3), 649–677. https://doi.org/10.1177/1094428118754988

12.

Brochado

Cristovao Verissimo

J. M.

de Oliveira

J. C. L.

(2022). Memorable tourism experiences, perceived value dimensions and behavioral intentions: A demographic segmentation approach. Tourism Review, 77(6), 1472–1486. https://doi.org/10.1108/tr-09-2021-0433

13.

Brodie

R. J.

Löbler

Fehrer

J. A.

(2019). Evolution of service-dominant logic: Towards a paradigm and metatheory of the market and value cocreation? Industrial Marketing Management, 79, 3–12. https://doi.org/10.1016/j.indmarman.2019.03.003

14.

Brown

Dennis

Venkatesh

(2010). Predicting collaboration technology use: Integrating technology adoption and collaboration research. Journal of Management Information Systems, 27(2), 9–53. https://doi.org/10.2753/MIS0742-1222270201

15.

Carù

Cova

(2003). Revisiting consumption experience: A more humble but complete view of the concept. Marketing Theory, 3(2), 267–286. https://doi.org/10.1177/14705931030032004

16.

Chandler

J. D.

Vargo

S. L.

(2011). Contextualization and value-in-context: How context frames exchange. Marketing Theory, 11(1), 35–49. https://doi.org/10.1177/1470593110393713

17.

Chathoth

Altinay

Harrington

R. J.

Okumus

Chan

E. S. W.

(2013). Co-production versus co-creation: A process based continuum in the hotel service context. International Journal of Hospitality Management, 32(1), 11–20. https://doi.org/10.1016/j.ijhm.2012.03.009

18.

Chen

(2010). Experience quality, perceived value, satisfaction, and behavioral intentions for heritage tourists. Tourism Management, 31(1), 29–35. https://doi.org/10.1016/j.tourman.2009.02.008

19.

Chiu

Y.-T. H.

Hofer

K. M.

(2015). Service innovation and usage intention: A cross-market analysis. Journal of Service Management, 26(3), 516–538. https://doi.org/10.1108/JOSM-10-2014-0274

20.

Choi

H. C.

Huang

Choi

Chang

H. S.

(2020). The effect of flight attendants’ physical attractiveness on satisfaction, positive emotion, perceived value, and behavioral intention. Journal of Hospitality and Tourism Management, 44, 19–29. https://doi.org/10.1016/j.jhtm.2020.05.001

21.

Cohen

(1988). Statistical power analysis for the behavioral sciences (2nd ed.). Lawrence Erlbaum. https://doi.org/10.4324/9780203771587

22.

Collier

J. E.

Sherrell

D. L.

(2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490–509. https://doi.org/10.1007/s11747-009-0179-4

23.

Collier

J. E.

Sherrell

D. L.

Babakus

Horky

A. B.

(2014). Understanding the differences of public and private self-service technology. Journal of Services Marketing, 28(1), 60–70. https://doi.org/10.1108/JSM-04-2012-0071

24.

Cossío-Silva

F. J.

Revilla-Camacho

M. Á.

Vega-Vázquez

Palacios-Florencio

(2016). Value co-creation and customer loyalty. Journal of Business Research, 69(5), 1621–1625. https://doi.org/10.1016/j.jbusres.2015.10.028

25.

Cronin

J. J.

Brady

M. K.

Brand

R. R.

Hightower

Shemwell

D. J.

(1997). A cross-sectional test of the effect and conceptualization of service value. Journal of Services Marketing, 11(6), 375–391. https://doi.org/10.1108/08876049710187482

26.

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. https://doi.org/10.1016/0167-8116(95)00027-5

27.

Davis

F. D.

Bagozzi

R. P.

Warshaw

P. R.

(1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1003. https://doi.org/10.1287/mnsc.35.8.982

28.

Dodds

W. B.

Monroe

K. B.

(1985). The effect of brand and price information on subjective product evaluations. Advances in Consumer Research, 12(1), 85–90. https://research.ebsco.com/c/akl6ox/viewer/pdf/46fiyncgdn

29.

Dodds

W. B.

Monroe

K. B.

Grewal

(1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307–319. https://doi.org/10.1177/002224379102800305

30.

Duman

Mattila

A. S.

(2005). The role of affective factors on perceived cruise vacation value. Tourism Management, 26(3), 311–323. https://doi.org/10.1016/j.tourman.2003.11.014

31.

Edvardsson

Min

C. Z.

Firth

(2011). Does service-dominant design result in a better service system? Journal of Service Management, 22(4), 540–556. https://doi.org/10.1108/09564231111155114

32.

Ejelöv

Luke

T. J.

(2020). “Rarely safe to assume”: Evaluating the use and interpretation of manipulation checks in experimental social psychology. Journal of Experimental Social Psychology, 87, Article 103937. https://doi.org/10.1016/j.jesp.2019.103937

33.

Fiedler

McCaughey

Prager

(2021). Quo vadis, methodology? The key role of manipulation checks for validity control and quality of science. Perspectives on Psychological Science, 16(4), 816–826. https://doi.org/10.1177/1745691620970602

34.

Fornell

Larcker

D. F.

(1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104

35.

García-Milon

Olarte-Pascual

Juaneda-Ayensa

(2021). Assessing the moderating effect of COVID-19 on intention to use smartphones on the tourist shopping journey. Tourism Management, 87, Article 104361. https://doi.org/10.1016/j.tourman.2021.104361

36.

Grönroos

Voima

(2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150. https://doi.org/10.1007/s11747-012-0308-3

37.

Gummerus

(2013). Value creation processes and value outcomes in marketing theory: Strangers or siblings? Marketing Theory, 13(1), 19–46. https://doi.org/10.1177/1470593112467267

38.

Jang

S. S.

(2010). Perceived values, satisfaction, and behavioral intentions: the role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29(1), 2–13. https://doi.org/10.1016/j.ijhm.2009.03.009

39.

Hair

J. F.

(2009). Multivariate data analysis in pharmaceutics: A tutorial review. International Journal of Pharmaceutics, 417(1–2), 280–290. https://doi.org/10.1016/j.ijpharm.2011.02.019

40.

Hair

J. F.

Sarstedt

Hopkins

Kuppelwieser

V. G.

(2014). Partial Least Squares Structural Equation Modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/ebr-10-2013-0128

41.

Hanks

Line

N. D.

Mattila

A. S.

(2016). The impact of self-service technology and the presence of others on cause-related marketing programs in restaurants. Journal of Hospitality Marketing and Management, 25(5), 547–562. https://doi.org/10.1080/19368623.2015.1046536

42.

Helkkula

(2011). Characterising the concept of service experience. Journal of Service Management, 22(3), 367–389. https://doi.org/10.1108/09564231111136872

43.

Henze

Zirkler

(1990). A class of invariant consistent tests for multivariate normality. Communications in Statistics—Theory and Methods, 19(10), 3595–3617. https://doi.org/10.1080/03610929008830400

44.

Hilton

Hughes

Little

Marandi

(2013). Adopting self-service technology to do more with less. Journal of Services Marketing, 27(1), 3–12. https://doi.org/10.1108/08876041311296338

45.

J. C.

C. G.

Lee

C. S.

Pham

T. T. T.

(2020). Factors affecting the behavioral intention to adopt mobile banking: An international comparison. Technology in Society, 63, Article 101360. https://doi.org/10.1016/j.techsoc.2020.101360

46.

Bentler

P. M.

(1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55. https://doi.org/10.1080/10705519909540118

47.

Hyun

S. S.

Kang

(2014). A better investment in luxury restaurants: Environmental or non-environmental cues? International Journal of Hospitality Management, 39, 57–70. https://doi.org/10.1016/j.ijhm.2014.02.003

48.

Joe

Kim

Zemke

D. M. V.

(2022). Effects of social influence and perceived enjoyment on Kiosk acceptance: A moderating role of gender. International Journal of Hospitality & Tourism Administration, 23(2), 289–316. https://doi.org/10.1080/15256480.2020.1746217

49.

Kandampully

Bilgihan

Zhang

T. C.

(2016). Developing a people-technology hybrids model to unleash innovation and creativity: The new hospitality frontier. Journal of Hospitality and Tourism Management, 29, 154–164. https://doi.org/10.1016/j.jhtm.2016.07.003

50.

Kelly

Lawlor

Mulvey

(2017). Customer roles in self-service technology encounters in a tourism context. Journal of Travel & Tourism Marketing, 34(2), 222–238. https://doi.org/10.1080/10548408.2016.1156612

51.

Kim

Lee

(2023). Effect of situational factors (control, convenience, time pressure, and order complexity) on customers’ self-service technology choices. Journal of Hospitality Marketing & Management, 32(5), 649–669. https://doi.org/10.1080/19368623.2023.2195398

52.

Kim

(2014). Travelers’ behavioral intention toward hotel self-service kiosks usage. International Journal of Contemporary Hospitality Management, 26(2), 225–245. https://doi.org/10.1108/IJCHM-09-2012-0165

53.

Klein

A. G.

Muthén

B. O.

(2007). Quasi-maximum likelihood estimation of structural equation models with multiple interaction and quadratic effects. Multivariate Behavioral Research, 42(4), 647–673. https://doi.org/10.1080/00273170701710205

54.

Kline

R. B.

(2016). Principles and practice of structural equation modeling (4th ed.). The Guilford Press. https://dl.icdst.org/pdfs/files4/befc0f8521c770249dd18726a917cf90.pdf

55.

Kokkinou

Cranage

D. A.

(2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33(1), 435–445. https://doi.org/10.1016/j.ijhm.2012.11.003

56.

E. C. S.

Chen

C.-D.

(2013). Fitting facilities to self-service technology usage: Evidence from kiosks in Taiwan airport. Journal of Air Transport Management, 32, 87–94. https://doi.org/10.1016/j.jairtraman.2013.07.001

57.

Kucukusta

Heung

V. C. S.

Hui

(2014). Deploying self-service technology in luxury hotel brands: Perceptions of business travelers. Journal of Travel and Tourism Marketing, 31(1), 55–70. https://doi.org/10.1080/10548408.2014.861707

58.

Kumar

Telang

(2012). Does the web reduce customer service cost? Empirical evidence from a call center. Information Systems Research, 23(3, Part 1), 721–737. https://doi.org/10.1287/isre.1110.0390

59.

Kwon

(2023). A co-created value scale for the hospitality service: Applying a text mining approach. International Journal of Contemporary Hospitality Management, 35(7), 2352–2373. https://doi.org/10.1108/ijchm-04-2022-0458

60.

Laghari

K. U. R.

Connelly

(2012). Toward total quality of experience: A QoE model in a communication ecosystem. IEEE Communications Magazine, 50(4), 58–65. https://doi.org/10.1109/MCOM.2012.6178834

61.

Larivière

Bowen

Andreassen

T. W.

Kunz

Sirianni

N. J.

Voss

Wünderlich

N. V.

De Keyser

(2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research, 79, 238–246. https://doi.org/10.1016/j.jbusres.2017.03.008

62.

Lee

(2024). Enhancing customer experience design through hotel innovativeness. Journal of Hospitality & Tourism Research, 48(8), 1541–1553. https://doi.org/10.1177/10963480231211744

63.

Liu

Hung

Wang

(2020). Determinants of self-service technology adoption and implementation in hotels: The case of China. Journal of Hospitality Marketing & Management, 29(6), 636–661. https://doi.org/10.1080/19368623.2020.1689216

64.

Chi

C. G.

(2018). An examination of the perceived value of organic dining. International Journal of Contemporary Hospitality Management, 30(8), 2826–2844. https://doi.org/10.1108/IJCHM-05-2017-0267

65.

Lusch

R. F.

Vargo

S. L.

(2014). Service-dominant logic: Premises, perspectives, possibilities. Cambridge University Press. https://doi.org/10.1017/CBO9781139043120

66.

MacCallum

R. C.

Browne

M. W.

Sugawara

H. M.

(1996). Power analysis and determination of sample size for covariance structure modeling. Psychological Methods, 1(2), 130–149. https://doi.org/10.1037/1082-989X.1.2.130

67.

Marsh

H. W.

Wen

Hau

K.-T.

(2004). Structural equation models of latent interactions: Evaluation of alternative estimation strategies and indicator construction. Psychological Methods, 9(3), 275–300. https://doi.org/10.1037/1082-989X.9.3.275

68.

Mascarenhas

O. A.

Kesavan

Bernacchi

(2006). Lasting customer loyalty: A total customer experience approach. Journal of Consumer Marketing, 23(7), 397–405. https://doi.org/10.1108/07363760610712939

69.

Maslowsky

Jager

Hemken

(2014). Estimating and interpreting latent variable interactions: A tutorial for applying the latent moderated structural equations method. International Journal of Behavioral Development, 39(1), 87–96. https://doi.org/10.1177/0165025414552301

70.

Mohd-Any

A. A.

Winklhofer

Ennew

(2015). Measuring users’ value experience on a travel website (e-value): What value is cocreated by the user? Journal of Travel Research, 54(4), 496–510. https://doi.org/10.1177/0047287514522879

71.

Namkung

Jang

S. S.

(2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing, 44(9), 1233–1259. https://doi.org/10.1108/03090561011062826

72.

Oliver

R. L.

(2010). Satisfaction: A behavioral perspective on the consumer (2nd ed.). ME Sharpe. https://doi.org/10.4324/9781315700892

73.

Ostrom

A. L.

Parasuraman

Bowen

D. E.

Patrício

Voss

C. A.

(2015). Service research priorities in a rapidly changing context. Journal of Service Research, 18(2), 127–159. https://doi.org/10.1177/1094670515576315

74.

Pandža Bajs

. (2015). Tourist perceived value, relationship to satisfaction, and behavioral intentions: The example of the Croatian tourist destination Dubrovnik. Journal of Travel Research, 54(1), 122–134. https://doi.org/10.1177/0047287513513158

75.

Parasuraman

(2000). Technology readiness index (TRI): A multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2(4), 307–320. https://doi.org/10.1177/109467050024001

76.

Peer

Brandimarte

Samat

Acquisti

(2017). Beyond the Turk: Alternative platforms for crowdsourcing behavioral research. Journal of Experimental Social Psychology, 70, 153–163. https://doi.org/10.1016/j.jesp.2017.01.006

77.

Pohlmann

Kaartemo

(2017). Research trajectories of service-dominant Logic: Emergent themes of a unifying paradigm in business and management. Industrial Marketing Management, 63, 53–68. https://doi.org/10.1016/j.indmarman.2017.01.001

78.

Prahalad

C. K.

Ramaswamy

(2004). Co-creating unique value with customers. Strategy & Leadership, 32(3), 4–9. https://doi.org/10.1108/10878570410699249

79.

Prebensen

N. K.

Rosengren

(2016). Experience value as a function of hedonic and utilitarian dominant services. International Journal of Contemporary Hospitality Management, 28(1), 113–135. https://doi.org/10.1108/IJCHM-02-2014-0073

80.

Pynoo

Devolder

Tondeur

Van Braak

Duyck

(2011). Predicting secondary school teachers’ acceptance and use of a digital learning environment: A cross-sectional study. Computers in Human Behavior, 27(1), 568–575. https://doi.org/10.1016/j.chb.2010.10.005

81.

Rathjens

Gunden

Zhang

Jain

Law

(2023). A systematic review of contactless technologies research in hospitality and tourism during the COVID-Pandemic. Journal of Hospitality & Tourism Research, 49(2), 351–365. https://doi.org/10.1177/10963480231191192

82.

Reinders

M. J.

Dabholkar

P. A.

Frambach

R. T.

(2008). Consequences of forcing customers to use technology-based self-service. Journal of Service Research, 11(2), 107–123. https://doi.org/10.1177/1094670508324297

83.

Roy Chowdhury

Patro

Venugopal

Israel

. (2014). A study on consumer adoption of technology-facilitated services. Journal of Services Marketing, 28(6), 471–483. https://doi.org/10.1108/JSM-04-2013-0095

84.

Satorra

Bentler

(2001). A scaled difference chi-square test statistic for moment structure analysis. Psychometrika, 66(4), 507–514. https://doi.org/10.1007/BF02296192

85.

Scherer

Wünderlich

N. V.

Von Wangenheim

(2015). The value of self-service: Long-term effects of technology-based self-service usage on customer retention1. MIS Quarterly, 39(1), 177–200. https://doi.org/10.25300/misq/2015/39.1.08

86.

Segars

A. H.

(1997). Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information systems research. Omega, 25(1), 107–121. https://doi.org/10.1016/S0305-0483(96)00051-5

87.

Shin

Perdue

R. R.

(2019). Self-service technology research: A bibliometric co-citation visualization analysis. International Journal of Hospitality Management, 80, 101–112. https://doi.org/10.1016/j.ijhm.2019.01.012

88.

Shiwen

Ahn

(2023). Role of employee personality traits in job performance in the restaurant food franchise context. International Journal of Hospitality Management, 113, 103512. https://doi.org/10.1016/j.ijhm.2023.103512

89.

Shiwen

Kwon

Ahn

(2022). Self-service technology in the hospitality and tourism settings: A critical review of the literature. Journal of Hospitality & Tourism Research, 46(6), 1220–1236. https://doi.org/10.1177/1096348020987633

90.

Solomon

M. R.

Surprenant

Czepiel

J. A.

Gutman

E. G.

(1985). A role theory perspective on dyadic interactions: The service encounter. Journal of Marketing, 49(1), 99–111. https://doi.org/10.2307/1251180

91.

Tuncer

Unusan

Cobanoglu

(2021). Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model. Journal of Quality Assurance in Hospitality & Tourism, 22(4), 447–475. https://doi.org/10.1080/1528008x.2020.1802390

92.

Vargo

S. L.

Lusch

R. F.

(2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17. https://doi.org/10.1509/jmkg.68.1.1.24036

93.

Vargo

S. L.

Lusch

R. F.

(2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10. https://doi.org/10.1007/s11747-007-0069-6

94.

Vargo

S. L.

Lusch

R. F.

(2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23. https://doi.org/10.1007/s11747-015-0456-3

95.

Vargo

S. L.

Lusch

R. F.

(2018). The SAGE handbook of service-dominant logic. Sage. https://doi.org/10.4135/9781526470355

96.

Vargo

S. L.

Maglio

P. P.

Akaka

M. A.

(2008). On value and value co-creation: A service systems and service logic perspective. European Management Journal, 26(3), 145–152. https://doi.org/10.1016/j.emj.2008.04.003

97.

Venkatesh

(2022). Adoption and use of AI tools: A research agenda grounded in UTAUT. Annals of Operations Research, 308(1), 641–652. https://doi.org/10.1007/s10479-020-03918-9

98.

Venkatesh

Bala

(2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273–315. https://doi.org/10.1111/j.1540-5915.2008.00192.x

99.

Venkatesh

Morris

M. G.

Davis

G. B.

Davis

F. D.

(2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–478. https://doi.org/10.2307/30036540

100.

Venkatesh

Thong

J. Y. L.

(2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412

101.

Wang

Wong

Y. D.

Sun

Yuen

K. F.

(2022). An investigation of self-service technology usage during the COVID-19 pandemic: The changing perceptions of ‘self’ and technologies. Technology in Society, 70, Article 102032. https://doi.org/10.1016/j.techsoc.2022.102032

102.

Warshaw

P. R.

Davis

F. D.

(1985). Disentangling behavioral intention and behavioral expectation. Journal of Experimental Social Psychology, 21(3), 213–228. https://doi.org/10.1016/0022-1031(85)90017-4

103.

Wei

Torres

Hua

(2016). Improving consumer commitment through the integration of self-service technologies: A transcendent consumer experience perspective. International Journal of Hospitality Management, 59, 105–115. https://doi.org/10.1016/j.ijhm.2016.09.004

104.

Wei

Torres

Hua

(2017). The power of self-service technologies in creating transcendent service experiences. International Journal of Contemporary Hospitality Management, 29(6), 1599–1618. https://doi.org/10.1108/IJCHM-01-2016-0029

105.

Wibowo

A. J. I.

Sumarwan

Suharjo

Simanjuntak

(2021). 17 years of service-dominant logic: Vargo and Lusch’s contributions. Business: Theory and Practice, 22(2), 482–492. https://doi.org/10.3846/btp.2021.13050

106.

Yang

(2018). What do Chinese consumers want? A value framework for luxury hotels in China. International Journal of Contemporary Hospitality Management, 30(4), 2037–2055. https://doi.org/10.1108/IJCHM-08-2016-0466

107.

Yang

Mattila

A. S.

(2016). Why do we buy luxury experiences? Measuring value perceptions of luxury hospitality services. International Journal of Contemporary Hospitality Management, 28(9), 1848–1867. https://doi.org/10.1108/IJCHM-11-2014-0579

108.

Yoon

(2023). Technology adoption and jobs: The effects of self-service kiosks in restaurants on labor outcomes. Technology in Society, 74, Article 102336. https://doi.org/10.1016/j.techsoc.2023.102336