When developing new services on SSTs it is very important to keep in mind what the user experience is when using it and that this experience will vary across different types of users. This study intends to investigate the flow experience of users when presented with different types of menu options (chunked / grouped vs. a listed menu) across different types of users. The research is quantitative and causal in nature, and used an experimental factorial design in the conduct of the research. The TRI and flow scales were used in the questionnaire design and a total of 139 respondents were involved in the experiment. The study found that the impact of flow is greater with lower TRI respondents than with higher TRI respondents on SSTs / Dissertation (MBA)--University of Pretoria, 2013. / ccgibs2014 / Gordon Institute of Business Science (GIBS) / MBA / Unrestricted

Developments in information technology and tangible computing facilitate the human’s life by inventing Self Service Technologies SSTs where it changed the way we interact with the environment as well as new technologies did. Nowadays, a lot of new technologies have embodied computer inside such as smartphone and computer tablets. Previous studies in adoption of SSTs research treat customer behavior towards technology based services. However, recent studies recognize that participants have different attitude towards different technologies even if these technologies used to support the same service. Therefore, in our thesis we are going to study the effect of smartphone i.e. iPhone and computer tablets i.e. iPad on adoption of three services of SSTs Internet Banking, Online Shopping and Self Check In Machine at Airports. Is there any hesitation while people adopting with this technology? If yes, why does it happen? Our data were collected by conducting a pilot and empirical study via using quantitative and qualitative approaches. We conducted our study at Umeå, Sweden. The study findings present the effect of adoption through age, family, friends, money, knowledge, using technology in public and private places, mobile technology and computer tablets, and Interface design on adoption SSTs. We found that participants were influenced by new technology for adopting SSTs. Participants did not use Online Shopping as much as they use Internet Banking, especially in the private places. Concerning the Self Check in Machines, participants were differential in which some tend to use it and others did not.

Fashion retail stores are one of the settings where technology innovation is implemented to make the in-store experience more efficient than before. One of the innovations that are becoming increasingly common is self-service checkouts. Generation Z is the upcoming and new buying force for the retailers to target and this is what has been the foundation for the orientation of this thesis. The purpose of the research has been to examine factors that influence Generation Z usage of self-service checkouts in fashion retail stores in Sweden. In order to investigate this, the authors developed six hypotheses from previous research about convenience, time efficiency, attitude towards technology, subjective norms, interaction avoidance and fear of failure. The primary data presented in the chapter for empirical findings were gained through a questionnaire where 384 respondents participated. The data was analyzed in the statistical software program SPSS in order to test the hypotheses. The findings were presented in the analysis chapter where it also was discussed with the literature to be able to identify if there were any similarities or differences. The conclusion of this thesis shows that there are different factors that are influencing Generation Z to use self-service checkouts in fashion retail stores. Convenience emerges as the strongest influencing factor, while fear of failure holds the least influence on Generation Z's intention to utilize self-service checkouts. These findings aim to assist fashion retail companies in understanding the critical considerations when implementing self-service checkouts in-store.