Variations in the Spatial Distribution of Smart Parcel Lockers in the Central Metropolitan Region of Tianjin, China: A Comparative Analysis before and after COVID-19

The COVID-19 pandemic has led to a significant increase in e-commerce, which has prompted residents to shift their purchasing habits from offline to online. As a result, Smart Parcel Lockers (SPLs) have emerged as an accessible end-to-end delivery service that fits into the pandemic strategy of maintaining social distance and no-contact protocols. Although numerous studies have examined SPLs from various perspectives, few have analyzed their spatial distribution from an urban planning perspective, which could enhance the development of other disciplines in this field. To address this gap, we investigate the distribution of SPLs in Tianjin's central urban area before and after the pandemic (i.e., 2019 and 2022) using kernel density estimation, average nearest neighbor analysis, standard deviation elliptic, and geographical detector. Our results show that, in three years, the number of SPLs has increased from 51 to 479, and a majority were installed in residential communities (i.e., 92.2% in 2019, and 97.7% in 2022). We find that SPLs were distributed randomly before the pandemic, but after the pandemic, SPLs agglomerated and followed Tianjin's development pattern. We identify eight influential factors on the spatial distribution of SPLs and discuss their individual and compound effects. Our discussion highlights potential spatial distribution analysis, such as dynamic layout planning, to improve the allocation of SPLs in city planning and city logistics.

A study investigating user adoptive behavior and the continuance intention to use mobile health applications during the COVID-19 pandemic era: Evidence from the telemedicine applications utilized in Indonesia

During the COVID-19 pandemic era that began in 2020, there has been a growing trend in the literature to tackle the problem of health stress (HS) for promoting a sense of public health. In turn, this developing area of research has a high level of relevancy linked to business and economic recovery (Cvirik, 2020). Since HS has increased sharply during the COVID-19 pandemic era, there has been a need to further investigate the balance between coping with HS and the positive continuous intention to use mobile health applications (mHealth apps) among the public. This is the first study that takes the Asia-Pacific region as its case study and empirically investigates the validity of extensions based on the theories of expectation confirmation theory (ECT) (Bhattacherjee, 2001) on user continuous behavior relating to mHealth apps during the COVID-19 pandemic. Results reveal that HS as an emotion can positively affect perceived usefulness and satisfaction in relation to the continuous intention to use mHealth apps. The differences between new and frequent users are confirmed. Discussion and implications for practices are provided in the end. (c) 2022 The Authors. Published by Elsevier B.V. on behalf of College of Management, National Cheng Kung University.

Antecedents of Intention to Repurchase in Travel Agencies with Physical and Virtual Stores

Objective: Identify the influence of perceived value (quality, emotion, price and reputation), trust (company and third parties) and the need for interaction in the repurchase intention, considering travel agencies in relation to physical and online stores. Methodology/Approach: A survey was carried out with 155 respondents. The statistical technique used was Structural Equation Modeling (SEM), through which the conceptual model was tested.Originality/Relevance: In a competitive market environment and with the result of technologies and the incidence of the COVID-19, it is important to identify the elements that affect new purchases in players that have physical and virtual stores, as well as the users' preference.Results: The results suggest that the possibility of negotiations and knowledge about the company can be fundamental factors for the behavior of new purchases.Theoretical/Methodological contributions: Elements related to price have a greater influence on repurchase intention in stores with physical format. The study shows that emotional aspects have a greater influence on repurchase intention in stores in the virtual format, in addition to suggesting that quality and trust in third parties are no longer a barrier in the virtual environment based on the repurchase behavior.

Elderly Users' Emotional and Behavioral Responses to Self-Service Technology in Fast-Food Restaurants.

While COVID-19 has accelerated digital transformation, increasing labor costs and 52-h workweek rules are replacing human labor with self-service technologies (SSTs). Self-service technology is increasingly being implemented in restaurant settings. However, the elderly, who have relatively lower levels of digital literacy, are being excluded from services that can alleviate the economic and social difficulties of their daily lives. This study thus aims to explain how elderly users feel about and respond to SST in fast-food restaurants. An off-site survey was conducted with individuals who had experience using SST. We analyzed the data using the partial least squares structural equation modeling method by SmartPLS 3.0. The results showed that SST's reduction, perceived ease of use of SST, and perceived time pressure significantly influenced users' negative emotions toward the SST. However, perceived physical condition and perceived crowding did not have significant influences on users' emotions. In empirically investigating individuals' negative emotions toward and coping strategies for challenges posed by SST, this study emphasizes the development of a nationwide digital inclusion policy that can help bridge the digital divide.

Covid-19 customer experiences of self-service technology across pharmacies in South Africa

Using time-series data over a period of twelve months, Atlas.ti was employed to analyse the data extracted from Hello Peter, a South African online customer review and business platform, to assess Covid-19 customer reactions to e-services across South African pharmaceutical retailers. The focus was on the two largest retailers as they formed the bulk of the complaints. Multiple variables were grouped into relevant output variables. Content analysis was used as a guide in answering the research questions. Results showed that online pharmaceutical retailers had an attitude of no replies, equally ghosting customers. The study contribution is based on the understanding of customer reactions to the incidents of unacceptable online retailing services. The findings highlighted the profound implications on retailers to comprehend the importance of providing quality customer services to achieve customer satisfaction, leading to the establishment of profitable relationships, while also acknowledging that the implications were caused by the pandemic and could have been different. © 2023 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license.

Self-Service Technology Service Quality and Brand Loyalty in Zimbabwe's Banking Sector: A SEM Approach

Purpose– This article examined the relationship between self-service technology service quality and brand loyalty in Zimbabwe`s banking sector with customer satisfaction and behaviour intentions playing the mediating role. The main objective was to develop a path analysis model for the banking industry in Zimbabwe. Approach– The study followed a deductive approach with an online survey used to collect primary data from more than 110 bank customers. The PLS-SEM algorithm was used to empirically test the path analysis model. Findings– The construct measures were confirmed reliable and valid with structural model showing goodness of fit based on the R2, Q2, SRMR, and path significance. The results further confirmed hypothesis H1, H2, H3, H4,and H7 whilst rejecting H5and H6. Practical implications– Self-service technologies have proven to be a critical enhancer of brand loyalty in the banking sector. The ‘FinTech' industry has gone under a critical test due to COVID-19 pandemic that has seen global restrictions nearly paralyzing a number of sectors. Technology developers, policymakers, researchers, and regulators will have a better understanding of self-service technologies and their impact on brand loyalty in the service industry. Originality/value– Literature has shown some knowledge gaps in this field especially in Zimbabwe where the ‘FinTech' industry is still in its infancy stages.

Virtual communities decision model (VCDM): An empirical validation in online social networks (OSNs) adoption among capital market investors

The COVID-19 epidemic has hastened the growth of Virtual Communities and is affecting virtually every part of work in the public and business sectors. Virtual communities, popular forums for communication and entertainment, increasingly affected the users' decisions. Though many technology adoption models/theories are available, a distinctive model for decision-making in a virtual environment is scarce. This research developed the virtual communities' decision model and empirically tested its performance. This study examined 16 well-established theories/models of information technology, social science, marketing, and behavioral finance and extracted nine constructs from 58 identified constructs considering theoretical cohesiveness along with the three-stage method proposed by Moore and Benbasat. A unified model for virtual communities' decisions (VCDM) is developed and validated using the data collected from individual capital market investors in Bangladesh. The structural equation modeling technique is used to analyze the data. The upshot implies that VCDM performs adequately and explains the maximum variances in intention to decision and investment. VCDM also outperforms the majority of the related theoretical models. The acceptance levels of fit indices and all significant relationships among different constructs are also empirically validated. The moderating effect of the virtual group use experience is also confirmed. Future research can use VCDM in marketing, behavioral finance, ecommerce, information systems and social science context. VCDM thus facilitates a beneficial tool for managers, service providers, and other users to assess the likelihood of effectiveness for decisions in a virtual environment.

Nurse, Give Me the News! Understanding Support for and Opposition to a COVID-19 Health Screening System.

Helping the sick and protecting the vulnerable has long been the credo of the health profession. In response to the coronavirus-disease-2019 (COVID-19 pandemic), hospitals and healthcare institutions have rapidly employed public health measures to mitigate patient and staff infection. This paper investigates staff and visitor responses to the COVID-19 eGate health screening system; a self-service technology (SST) which aims to protect health care workers and facilities from COVID-19. Our study evaluates the in situ deployment of the eGate, and employs a System Usability Scale (SUS) and questionnaire (n = 220) to understand staff and visitor's acceptance of the eGate. In detailing the themes relevant to those who advocate for the system and those who oppose it, we contribute towards a more detailed understanding of the use and non-use of health-screening SSTs. We conclude with a series of considerations for the design of future interactive screening systems within hospitals.

Has COVID-19 changed interaction brick-and-mortar stores? A study on self-checkouts

The COVID-19 pandemic means a major disruption in brick-and-mortar stores. Customer-Facing InStore Technologies (CFIST) perception may be modified as new requirements and concerns arise when interacting in the physical space. Through surveys conducted before and after the COVID-19 lockdown, this study brings relevant findings about the impact of the pandemic in the retailer perception of a specific CFIST technology, Self-Checkout systems (SCO). We used a simplified adoption framework including a new construct, Safety to Use, to analyse the impact of health concerns in CFIST. Results show that both Perceived Enjoyment and Safety to Use are relevant predictors of the Attitude towards SCOs, and that Retailer Perception is strongly influenced by the Attitude towards SCOs. This study is one of the first to study the impact of COVID-19 in retail technology. Results can help to improve the deployment of this technology after the pandemic and may be extended to other CFIST technologies, setting new avenues of research for technology adoption scholars.

An investigation of self-service technology usage during the COVID-19 pandemic: The changing perceptions of 'self' and technologies.

Self-service technologies (SSTs) are not new to modern consumers, yet the COVID-19 pandemic brings new motivations into SST usage. This study aims to revisit consumers' SST usage under the pandemic context, focusing on consumers' changing perceptions on social interactions (i.e. the 'self' element) and technologies. The impacts of social distancing, individualistic culture, self-identity as technology users, and innovativeness on consumers' SST usage are explored in the field of smart locker self-collection service. A survey instrument is designed for data collection, and the data are analysed through a hierarchical regression followed by latent class analysis. The findings confirm the contributing effects of the four proposed factors on consumers' SST usage. Further, four distinct SST user segments emerge which are labelled as: technology lovers, social excluders, SST embracers, and indifferent pandemic responders. This study contributes to the SST literature by emphasising the pandemic-induced effects on the consumption environment externally and individuals' self-perceptions internally, both leading to behavioural implications of SST usage.

Viewpoint: internet revolution lessons applied to post-pandemic service delivery (a North American perspective)

Purpose>This study aims to propose research directions for service providers to most effectively navigate through (and beyond) the post-pandemic service delivery challenges from a North American perspective.Design/methodology/approach>This paper is based on the personal reflections of an academic researcher who has focused on the intersection of technology in services marketing for nearly 25 years.Findings>The paper takes the position that much of what was learned through the internet revolution (early 2000s) can help us to understand the process of evolving into a post-pandemic environment. Both situations completely altered the way services are typically produced and consumed, and academic researchers can (and should) play a role by addressing these important business issues. Two major themes from early Self-Service Technology (SST) research include consumer adoption of new technologies and the consumer experience with SSTs. Pandemic requirements for service providers forced a very similar adaptation as experienced during the internet revolution with SSTs, thus our pandemic experiences can be viewed through a similar lens.Research limitations/implications>This paper urges service researchers and business professionals alike to consider the potential improvements in service delivery from the adjustments to the COVID-19 pandemic and, as appropriate, incorporate those into service provision in the future. Just as firms who were best able to adapt to the internet revolution dynamics were most successful, those that are able to adjust most quickly in the post-pandemic environment are likely to be the most successful.Originality/value>The insights provided here are intended to stimulate research and continued exploration of the post-pandemic service environment.

Self-Service System for the Family Members of ICU Patients: A Pilot Study.

Family members of intensive care unit patients are often experience high anxiety and require more information about the patients. However, most Taiwanese healthcare institutions currently face manpower shortages due to the COVID-19 pandemic. Therefore, the task of providing additional services to meet family members' needs and relieve their stress was deferred by some healthcare institutions. The self-service system, known to be effective and efficient in other industries, was recommended for use in the healthcare industry. This study aims to explore an intensive care unit self-service system (ICU-SSS) designed for the family members of ICU patients. This study investigates the feasibility of the system by following a mixed method approach, including qualitative interviews and a quantitative survey. Firstly, interviews with five family members and five ICU staff members of a case hospital were conducted to identify the need to develop an ICU-SSS for the family member. Secondly, a survey was completed by 30 family members to evaluate the system. The interview results reveal nine categories of family members' needs and the survey results show that the ICU family members assigned acceptable scores to all the ICU-SSS functions, except the importance of "Logistical information". Based on these findings, the scientific and practical implications are discussed.

A study investigating user adoptive behavior and the continuance intention to use mobile health applications during the COVID-19 pandemic era: Evidence from the telemedicine applications utilized in Indonesia

During the COVID-19 pandemic era that began in 2020, there has been a growing trend in the literature to tackle the problem of health stress (HS) for promoting a sense of public health. In turn, this developing area of research has a high level of relevancy linked to business and economic recovery (Čvirik, 2020). Since HS has increased sharply during the COVID-19 pandemic era, there has been a need to further investigate the balance between coping with HS and the positive continuous intention to use mobile health applications (mHealth apps) among the public. This is the first study that takes the Asia-Pacific region as its case study and empirically investigates the validity of extensions based on the theories of expectation confirmation theory (ECT) (Bhattacherjee, 2001) on user continuous behavior relating to mHealth apps during the COVID-19 pandemic. Results reveal that HS as an emotion can positively affect perceived usefulness and satisfaction in relation to the continuous intention to use mHealth apps. The differences between new and frequent users are confirmed. Discussion and implications for practices are provided in the end.