{"id":"https://openalex.org/W4414180376","doi":"https://doi.org/10.1080/10447318.2025.2558022","title":"When Customers Resist Self-Service Technology: A Shadow Work Perspective","display_name":"When Customers Resist Self-Service Technology: A Shadow Work Perspective","publication_year":2025,"publication_date":"2025-09-15","ids":{"openalex":"https://openalex.org/W4414180376","doi":"https://doi.org/10.1080/10447318.2025.2558022"},"language":"en","primary_location":{"id":"doi:10.1080/10447318.2025.2558022","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10447318.2025.2558022","pdf_url":null,"source":{"id":"https://openalex.org/S165559636","display_name":"International Journal of Human-Computer Interaction","issn_l":"1044-7318","issn":["1044-7318","1532-7590"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Human\u2013Computer Interaction","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5012630176","display_name":"Hyunkyu Kim","orcid":"https://orcid.org/0000-0001-5862-9168"},"institutions":[{"id":"https://openalex.org/I35928602","display_name":"Kyung Hee University","ror":"https://ror.org/01zqcg218","country_code":"KR","type":"education","lineage":["https://openalex.org/I35928602"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Hyunkyu Kim","raw_affiliation_strings":["Smart Tourism Education Platform, Kyung Hee University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Smart Tourism Education Platform, Kyung Hee University","institution_ids":["https://openalex.org/I35928602"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5109671448","display_name":"Chanho Chung","orcid":"https://orcid.org/0000-0002-1029-9195"},"institutions":[{"id":"https://openalex.org/I35928602","display_name":"Kyung Hee University","ror":"https://ror.org/01zqcg218","country_code":"KR","type":"education","lineage":["https://openalex.org/I35928602"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Chanho Chung","raw_affiliation_strings":["Smart Tourism Education Platform, Kyung Hee University"],"raw_orcid":"https://orcid.org/0000-0002-1029-9195","affiliations":[{"raw_affiliation_string":"Smart Tourism Education Platform, Kyung Hee University","institution_ids":["https://openalex.org/I35928602"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5017400736","display_name":"Namho Chung","orcid":"https://orcid.org/0000-0002-2118-0413"},"institutions":[{"id":"https://openalex.org/I35928602","display_name":"Kyung Hee University","ror":"https://ror.org/01zqcg218","country_code":"KR","type":"education","lineage":["https://openalex.org/I35928602"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Namho Chung","raw_affiliation_strings":["Smart Tourism Education Platform, Kyung Hee University"],"raw_orcid":"https://orcid.org/0000-0002-2118-0413","affiliations":[{"raw_affiliation_string":"Smart Tourism Education Platform, Kyung Hee University","institution_ids":["https://openalex.org/I35928602"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5017400736"],"corresponding_institution_ids":["https://openalex.org/I35928602"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.30218692,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"42","issue":"10","first_page":"7269","last_page":"7287"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12501","display_name":"Digital Economy and Work Transformation","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12501","display_name":"Digital Economy and Work Transformation","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13927","display_name":"Cyberloafing and Workplace Behavior","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/3317","display_name":"Demography"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11959","display_name":"Employment and Welfare Studies","score":0.9794999957084656,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.6879000067710876},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.5314000248908997},{"id":"https://openalex.org/keywords/shadow","display_name":"Shadow (psychology)","score":0.46889999508857727},{"id":"https://openalex.org/keywords/resist","display_name":"Resist","score":0.36059999465942383}],"concepts":[{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6879000067710876},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.5314000248908997},{"id":"https://openalex.org/C117797892","wikidata":"https://www.wikidata.org/wiki/Q286363","display_name":"Shadow (psychology)","level":2,"score":0.46889999508857727},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.454800009727478},{"id":"https://openalex.org/C53524968","wikidata":"https://www.wikidata.org/wiki/Q7315582","display_name":"Resist","level":3,"score":0.36059999465942383},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3587999939918518},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3287000060081482},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.29120001196861267},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.27059999108314514},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.2597000002861023},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.2508000135421753}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/10447318.2025.2558022","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10447318.2025.2558022","pdf_url":null,"source":{"id":"https://openalex.org/S165559636","display_name":"International Journal of Human-Computer Interaction","issn_l":"1044-7318","issn":["1044-7318","1532-7590"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Human\u2013Computer Interaction","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":97,"referenced_works":["https://openalex.org/W115183765","https://openalex.org/W306211139","https://openalex.org/W1560399420","https://openalex.org/W1592478671","https://openalex.org/W1972190710","https://openalex.org/W1972233560","https://openalex.org/W1976372378","https://openalex.org/W1976978207","https://openalex.org/W1980483962","https://openalex.org/W1986396138","https://openalex.org/W1987522107","https://openalex.org/W1988050849","https://openalex.org/W1993457545","https://openalex.org/W2005518724","https://openalex.org/W2006349066","https://openalex.org/W2012819547","https://openalex.org/W2017053988","https://openalex.org/W2023228027","https://openalex.org/W2034057312","https://openalex.org/W2049638304","https://openalex.org/W2076763018","https://openalex.org/W2080824803","https://openalex.org/W2083806169","https://openalex.org/W2085090634","https://openalex.org/W2093780440","https://openalex.org/W2102463240","https://openalex.org/W2105846236","https://openalex.org/W2112081648","https://openalex.org/W2128496429","https://openalex.org/W2150238850","https://openalex.org/W2160641160","https://openalex.org/W2169228794","https://openalex.org/W2170500788","https://openalex.org/W2212401464","https://openalex.org/W2338144070","https://openalex.org/W2341085923","https://openalex.org/W2405049876","https://openalex.org/W2504856566","https://openalex.org/W2528077024","https://openalex.org/W2747118274","https://openalex.org/W2763517206","https://openalex.org/W2765910181","https://openalex.org/W2770457138","https://openalex.org/W2774787591","https://openalex.org/W2775423040","https://openalex.org/W2792175445","https://openalex.org/W2793128266","https://openalex.org/W2802461963","https://openalex.org/W2906544940","https://openalex.org/W2912709421","https://openalex.org/W2988633782","https://openalex.org/W2994515456","https://openalex.org/W2996344708","https://openalex.org/W3010513208","https://openalex.org/W3011865798","https://openalex.org/W3011992714","https://openalex.org/W3014734567","https://openalex.org/W3017526496","https://openalex.org/W3081887709","https://openalex.org/W3113472389","https://openalex.org/W3121804232","https://openalex.org/W3122241082","https://openalex.org/W3124427380","https://openalex.org/W3124537122","https://openalex.org/W3139239685","https://openalex.org/W3150264789","https://openalex.org/W3175567604","https://openalex.org/W3177427179","https://openalex.org/W3178758226","https://openalex.org/W3182147649","https://openalex.org/W3184308282","https://openalex.org/W3209468839","https://openalex.org/W3209968419","https://openalex.org/W3214199750","https://openalex.org/W4200463378","https://openalex.org/W4210848409","https://openalex.org/W4235678817","https://openalex.org/W4239818844","https://openalex.org/W4281721269","https://openalex.org/W4293438128","https://openalex.org/W4300870773","https://openalex.org/W4302307858","https://openalex.org/W4319302707","https://openalex.org/W4319596852","https://openalex.org/W4319926011","https://openalex.org/W4321494552","https://openalex.org/W4361007650","https://openalex.org/W4362519223","https://openalex.org/W4372346135","https://openalex.org/W4375857608","https://openalex.org/W4376617771","https://openalex.org/W4385597291","https://openalex.org/W4393942177","https://openalex.org/W4401335098","https://openalex.org/W4403838573","https://openalex.org/W4405243039","https://openalex.org/W4408102772"],"related_works":[],"abstract_inverted_index":{"Self-service":[0],"technology":[1,58],"(SST)":[2],"currently":[3],"plays":[4],"a":[5,83],"central":[6],"role":[7],"in":[8,11,21,92,251,259],"service":[9,23,254],"transactions":[10],"the":[12,30,34,46,74,100,106,111,117,149,175,179,186,198,204,215,225,233,240,264],"hospitality":[13,112,249],"industry.":[14],"Firms":[15],"are":[16,142,194,245],"actively":[17],"adopting":[18],"self-service":[19],"machines":[20],"their":[22],"encounters,":[24],"and":[25,61,157,160,191,211,258],"COVID-19":[26],"has":[27,170],"been":[28,171],"accelerating":[29],"phenomenon,":[31],"fueled":[32],"by":[33,79,203,230],"proliferation":[35],"of":[36,48,51,67,77,178,188,201,208,218,236,266],"noncontact":[37],"services.":[38],"Although":[39],"many":[40],"studies":[41],"have":[42,139],"attempted":[43],"to":[44,90,115,123,147,173,196,224,247,268],"investigate":[45],"antecedents":[47],"customers\u2019":[49,161,189,241],"adoption":[50],"SST,":[52,141],"research":[53],"scarcely":[54],"exists":[55],"on":[56,99,232],"how":[57],"generates":[59],"stress":[60,122,190],"resistance":[62,199,228],"behavior,":[63],"which":[64],"primarily":[65],"consists":[66],"negative":[68,216,270],"outcomes.":[69,271],"Therefore,":[70],"this":[71,145],"study":[72,146,222],"highlights":[73],"dark":[75],"side":[76],"SST":[78,202,227,267],"viewing":[80],"it":[81],"as":[82],"technological":[84],"mediator":[85],"that":[86,119,185],"often":[87],"forces":[88],"customers":[89,124,137,257],"engage":[91],"unpaid":[93],"work,":[94],"namely,":[95],"shadow":[96,101,237],"work.":[97],"Grounded":[98],"work":[102,238],"perspective,":[103],"we":[104],"integrate":[105],"job":[107,153,209],"demand\u2013control\u2013support":[108],"model":[109],"into":[110],"context,":[113],"aiming":[114],"identify":[116],"factors":[118],"contribute":[120],"psychological":[121],"when":[125],"using":[126],"SST.":[127],"By":[128],"utilizing":[129],"540":[130],"Amazon":[131],"Mechanical":[132],"Turk":[133],"(Mturk)":[134],"panel":[135],"data,":[136],"who":[138],"used":[140],"recruited":[143],"for":[144,263],"determine":[148,174],"causal":[150,176],"relationship":[151],"between":[152],"demand,":[154],"forced":[155,212],"use,":[156,213],"employee":[158],"support":[159],"stress.":[162],"Partial":[163],"least":[164],"squares":[165],"structural":[166,180],"equation":[167],"modeling":[168],"(PLS-SEM)":[169],"employed":[172],"relationships":[177],"model.":[181],"Empirical":[182],"results":[183],"indicate":[184],"rise":[187],"unfairness":[192],"perception":[193],"likely":[195],"influence":[197],"behaviors":[200],"preceding":[205],"positive":[206],"impact":[207,217],"demand":[210],"with":[214],"employee\u2019s":[219],"support.":[220],"This":[221],"contributes":[223],"existing":[226],"literature":[229],"focusing":[231],"theoretical":[234],"lens":[235],"from":[239],"perspective.":[242],"Practical":[243],"implications":[244],"provided":[246],"guide":[248],"practitioners":[250],"providing":[252],"efficient":[253],"provision":[255],"toward":[256],"selecting":[260],"appropriate":[261],"environments":[262],"implementation":[265],"minimize":[269]},"counts_by_year":[],"updated_date":"2026-06-14T06:11:07.267592","created_date":"2025-10-10T00:00:00"}
