Creating Shopper Value: Co-Creation Roles, In-Store Self-Service Technology Use, and Value Differentiation

Abstract

This study examines how retailers can use self-service technologies (SST) to increase shopper satisfaction. Using a survey of 188 consumers of a new self-service kiosk launch within a convenience-store (c-store) setting, we examine how such retailers might influence shopper's perceptions of value by better involving customers in the service delivery experience. Our proposed model links classic service operations and marketing design insights to the service-dominant logic perspective of service value co-creation. We find that shoppers perceive enhanced value creation from the new SST when they feel comfortable in their roles and the surrounding service design supports those roles.

KEYWORDS:

• service-dominant logic
• self-service technology
• service delivery process
• value co-creation
• role stress
• role ability
• design for self-service