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

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

Division of Cybersecurity

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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 language	English
Number of pages	4
Publication status	Published - 22 Jun 2014
Event	Crafting user experience of self-service technologies: Key challenges and potential solutions  - Morris J Wosk Centre, Vancouver, Canada Duration: 22 Jun 2014 → 22 Jun 2014

Workshop

Workshop	Crafting user experience of self-service technologies: Key challenges and potential solutions
Country/Territory	Canada
City	Vancouver
Period	22/06/14 → 22/06/14
Other	Proliferation 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.

Keywords

Customer strategies
Anonymity
Embarrassment

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title = "How embarrassing is that? Purchasing sensitive products and the potential for self-service",

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",

year = "2014",

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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

T2 - Crafting user experience of self-service technologies: Key challenges and potential solutions 

Y2 - 22 June 2014 through 22 June 2014

ER -

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

Abstract

Workshop

Keywords

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