Coproduction is defined as collaboration between an organization and the consumer in the design, marketing, or delivery of goods or services, which the consumer ultimately utilizes. While coproduction has existed for decades, the transition from a full-service to a coproduction environment, if not handled correctly, can be met with apprehension, resistance, or resentment by the consumer. The impact of coproduction resentment has received limited attention in information systems research. This study highlights the importance of including coproduction in the nomological net and explores the impact of coproduction resentment on continuance intention within the context of self-service technology, in particular self-checkout. A sample of 309 responses from individuals in the United States was collected using a survey instrument and crowdsourcing. Utilizing the IS continuance model as the theoretical lens, results indicate that coproduction resentment has a negative impact on both consumer satisfaction and continuance intention.

Self-service technologies allow organizations to shift work from employees to the consumer, creating a coproduction environment where the consumer is an active participant in the delivery of a service, which they ultimately consume. While these technologies can have benefits for both consumers and the organizations, they can also present challenges (e.g., value erosion, feelings of coercion) that may give rise to consumer resentment. This study, using the theory of reasoned action as its theoretical lens, is one of the first in information systems to explore coproduction resentment. In particular, this study investigates the coproduction resentment within the context of self-checkout continuance intention. The study also investigates the effect of technology anxiety, fear of confrontation due to misuse, and technology-driven job losses on coproduction resentment. The study found support for the seven proposed hypotheses.

The number of brick and mortar retailers that have closed their doors or filed bankruptcy is staggering and crosses virtually every retail segment. As consumer demographics evolve and more consumers move to online purchasing, the question arises as to what role brick and mortar stores will play in the future. This pressure has driven retailers to employ new technology aimed at improving efficiency, reducing costs, and enhancing the consumer’s experience. This study, using diffusion of innovation as its theoretical lens, explores the impact of consumer confusion on the adoption of mobile self-checkout (MSCO) technology. A total of 217 responses were collected using crowdsourcing from respondents residing in the United States. Findings indicate that consumer confusion impacts usage intention through relative advantage (reducing consumer confusion) and compatibility. Relative advantage (saving time) positively impacts compatibility. Trialability and compatibility directly impact MSCO usage intention.