How embarrassing is that? Purchasing sensitive products and the potential for self-service

Andrea Szymkowiak, Li-Chuan Chiang, Jocelyn Sie, Wei Eng Koh, Paola Loubli, Graham Johnson

Research output: Contribution to conferencePaper

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Abstract

Consumers might feel uncomfortable or embarrassed when buying products that are inconsistent with the desire to project a positive self-image to others [3], [5], [7], [16]. Embarrassment and shame are key elements in the relationship between sales assistant and consumer [7] and may affect the likelihood of engagement with a service provider [10]. We explored the circumstances under which embarrassing retail experiences occur, with a view to identify the potential for self-service solutions to alleviate these experiences.
Original languageEnglish
Number of pages4
Publication statusPublished - 22 Jun 2014
EventCrafting user experience of self-service technologies: Key challenges and potential solutions
 - Morris J Wosk Centre, Vancouver, Canada
Duration: 22 Jun 201422 Jun 2014

Workshop

WorkshopCrafting user experience of self-service technologies: Key challenges and potential solutions

CountryCanada
CityVancouver
Period22/06/1422/06/14
OtherProliferation of self-service technologies is a hallmark of the modern society. Increasingly often our interaction with service-providing people, such as sales assistants, cashiers, bank tellers, hotel receptionists, and so forth, is replaced by interaction with various service-providing technologies: from simple devices to complex configurations of technological artifacts. While self-service technologies have far-reaching, and not yet properly understood, implications for individuals and society, ample evidence suggests that interaction with self-service technologies can be confusing and frustrating, especially for certain categories of users. Therefore, there is a need for more focused and systematic interaction design explorations into self-service technologies.

This one-day workshop will bring together researchers and practitioners interested in analysis, design, and evaluation of self-service technologies to collectively identify key issues and explore potential approaches in this increasingly important sub-area of interaction design.

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Cite this

Szymkowiak, A., Chiang, L-C., Sie, J., Koh, W. E., Loubli, P., & Johnson, G. (2014). How embarrassing is that? Purchasing sensitive products and the potential for self-service. Paper presented at Crafting user experience of self-service technologies: Key challenges and potential solutions
, Vancouver, Canada.
Szymkowiak, Andrea ; Chiang, Li-Chuan ; Sie, Jocelyn ; Koh, Wei Eng ; Loubli, Paola ; Johnson, Graham. / How embarrassing is that? Purchasing sensitive products and the potential for self-service. Paper presented at Crafting user experience of self-service technologies: Key challenges and potential solutions
, Vancouver, Canada.4 p.
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abstract = "Consumers might feel uncomfortable or embarrassed when buying products that are inconsistent with the desire to project a positive self-image to others [3], [5], [7], [16]. Embarrassment and shame are key elements in the relationship between sales assistant and consumer [7] and may affect the likelihood of engagement with a service provider [10]. We explored the circumstances under which embarrassing retail experiences occur, with a view to identify the potential for self-service solutions to alleviate these experiences.",
author = "Andrea Szymkowiak and Li-Chuan Chiang and Jocelyn Sie and Koh, {Wei Eng} and Paola Loubli and Graham Johnson",
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Szymkowiak, A, Chiang, L-C, Sie, J, Koh, WE, Loubli, P & Johnson, G 2014, 'How embarrassing is that? Purchasing sensitive products and the potential for self-service', Paper presented at Crafting user experience of self-service technologies: Key challenges and potential solutions
, Vancouver, Canada, 22/06/14 - 22/06/14.

How embarrassing is that? Purchasing sensitive products and the potential for self-service. / Szymkowiak, Andrea; Chiang, Li-Chuan; Sie, Jocelyn; Koh, Wei Eng; Loubli, Paola; Johnson, Graham.

2014. Paper presented at Crafting user experience of self-service technologies: Key challenges and potential solutions
, Vancouver, Canada.

Research output: Contribution to conferencePaper

TY - CONF

T1 - How embarrassing is that? Purchasing sensitive products and the potential for self-service

AU - Szymkowiak, Andrea

AU - Chiang, Li-Chuan

AU - Sie, Jocelyn

AU - Koh, Wei Eng

AU - Loubli, Paola

AU - Johnson, Graham

PY - 2014/6/22

Y1 - 2014/6/22

N2 - Consumers might feel uncomfortable or embarrassed when buying products that are inconsistent with the desire to project a positive self-image to others [3], [5], [7], [16]. Embarrassment and shame are key elements in the relationship between sales assistant and consumer [7] and may affect the likelihood of engagement with a service provider [10]. We explored the circumstances under which embarrassing retail experiences occur, with a view to identify the potential for self-service solutions to alleviate these experiences.

AB - Consumers might feel uncomfortable or embarrassed when buying products that are inconsistent with the desire to project a positive self-image to others [3], [5], [7], [16]. Embarrassment and shame are key elements in the relationship between sales assistant and consumer [7] and may affect the likelihood of engagement with a service provider [10]. We explored the circumstances under which embarrassing retail experiences occur, with a view to identify the potential for self-service solutions to alleviate these experiences.

M3 - Paper

ER -

Szymkowiak A, Chiang L-C, Sie J, Koh WE, Loubli P, Johnson G. How embarrassing is that? Purchasing sensitive products and the potential for self-service. 2014. Paper presented at Crafting user experience of self-service technologies: Key challenges and potential solutions
, Vancouver, Canada.