M39 - Marketing and Advertising: OtherReturn

In the contemporary business environment, many companies in Central and Eastern Europe (CEE) have adopted self-service technologies (SSTs), moving away from traditional face-to-face interactions. Although numerous studies have examined the factors that shape users’ attitudes towards SSTs, the extant literature has primarily focused on the impact of specific individual and technological factors. In addition, a predominant emphasis is placed on SSTs for hotels, restaurants and retail stores. To bridge these gaps, the present research explores the effect of demographic factors on Bulgarian users’ attitudes towards SSTs at filling stations. The methodology employed consists of a review of the existing literature on SST-related attitudes and a quantitative analysis, for which data were collected via a web-based self-administered questionnaire. Results reveal that younger individuals attribute higher convenience to SSTs than persons of older age. Unexpectedly, advanced age is associated with lower SST anxiety and heightened SST readiness. Additionally, females demonstrate greater SST apprehension and reduced SST readiness compared to males. Notably, education plays a role as well, suggesting that individuals with a Bachelor’s degree exhibit escalated SST anxiety and diminished SST readiness in comparison to those with secondary education. The originality of this paper lies in the fact that it attempts to add substantial new knowledge to understanding the interplay between demographic variables and selected individual and technological factors. By virtue of this, the present study highlights another important dimension in the process of designing and implementing SSTs – shaping user experiences that cater to demographic differences so that user acceptance can be reinforced.
Implications for Central European audience: From a social perspective, this study offers valuable insights for the development of user-centric self-service solutions. By gaining comprehension of users’ attitudes towards SSTs, technology providers can tailor their offerings to meet diverse user preferences, thus allowing the enhancement of user experiences and promotion of wider SST acceptance. In an economic context, the research allows filling stations to make informed decisions regarding the integration of such solutions, potentially leading to operational cost reduction and improved service efficiency. This could translate into lower consumer prices/higher profits.

Country of origin (COO) plays a vital role in the luxury market. This paper investigates the extent to which luxury shoppers are aware of domestic luxury brands, and in which categories they would consider buying them. Our results, based on a survey of 253 luxury buyers in the Czech Republic, indicate that there is an opportunity for local brand development in categories such as luxury glass and crystal home accessories, designer furniture and lights, which are outside the scope of the “traditional luxury industry”. Additional findings are also highlighted: for more than two-thirds of actual luxury shoppers; the local COO would be a reason to consider purchasing a luxury brand. Perceptual differences of domestic vs global luxury brands are also indicated.
Implications for a Central European audience: Managerial implications target at managers of domestic or emerging luxury brands in non-traditional luxury markets with a specific demographic segment of potential mature luxury customers. They have a higher affinity for domestic luxury products.