Customer Experiences and Cultural Challenges with Supermarket Self-Checkout Machines in China--- A Technology Acceptance PerspectiveTools Miao, Weiye (2016) Customer Experiences and Cultural Challenges with Supermarket Self-Checkout Machines in China--- A Technology Acceptance Perspective. [Dissertation (University of Nottingham only)]
AbstractSelf-service technology (SST) is rapidly changing the way customers interacting with companies to create service outcomes. Self-service checkout, as one of the most common SSTs, is being examined by major retail chains all over the world. However, the success of this self-service technology from customer’s perspective is not clear yet. Some cultures are open and receptive to new things while others are traditional and slow to accept, the increasing acceptance of self-service checkout in western country is not common in China. A qualitative face-to-face interview is used to investigate Chinese customers’ experience of using self-checkouts and offer rich findings through data analysis. In addition, the present study explores cultural challenges of supermarket self-checkouts in China with a view to addressing practitioner issues.
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