Please use this identifier to cite or link to this item: https://hdl.handle.net/10356/152928
Title: Does COVID-19 promote self-service usage among modern shoppers? An exploration of pandemic-driven behavioural changes in self-collection users
Authors: Wang, Xueqin
Wong, Yiik Diew
Yuen, Kum Fai
Keywords: Social sciences::Sociology
Issue Date: 2021
Source: Wang, X., Wong, Y. D. & Yuen, K. F. (2021). Does COVID-19 promote self-service usage among modern shoppers? An exploration of pandemic-driven behavioural changes in self-collection users. International Journal of Environmental Research and Public Health, 18(16), 8574-. https://dx.doi.org/10.3390/ijerph18168574
Journal: International Journal of Environmental Research and Public Health 
Abstract: Due to health concerns related to COVID-19, shoppers have learned to minimise social contact by adopting various contactless self-service technologies to fulfil their consumption needs. This study explores shoppers' behavioural changes in relation to self-service, using the special research context of e-commerce self-collection services. By synthesising insights from the health psychology literature, this study proposes an affective-cognitive-social perspective to explain the pandemic-driven behavioural changes of self-collection users. The survey instrument is used for online data collection (n = 500), and a combined (descriptive and quantitative) method is adopted for data analysis. Our results suggest that, although with a relatively weak predictive power, the affective and cognitive appraisals of health risks lead to the reinforced usage of self-collection service. This also applies to the factors of action/coping planning and subjective norm. This study theoretically contributes to the self-service literature and creates managerial implications for retailers and logistics operators.
URI: https://hdl.handle.net/10356/152928
ISSN: 1660-4601
DOI: 10.3390/ijerph18168574
Rights: © 2021 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https:// creativecommons.org/licenses/by/ 4.0/).
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:SCELSE Journal Articles

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