Skip to main content
Springer Nature Link
Log in

Gamified Self-service Checkouts: The Influence of Computer-Related Causal Attributions on User Experience and Motivation

  • Conference paper
  • First Online:
Advances in The Human Side of Service Engineering (AHFE 2017)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 601))

Included in the following conference series:

Abstract

This paper presents the concept and prototype of a smartphone application that gamifies the payment process at supermarket self-service checkouts. It is evaluated within a laboratory experiment conducted with 65 participants. As its primary goal, the study investigates the impact of computer-related causal attributions on the users’ evaluation of the gamified service. Attributions can be understood as individuals’ causal explanations for events influencing their emotions, motivation, and behavior. Results indicate that especially attributions in situations of success influence the level of motivation and user experience. The findings indicate that evoking specific attributions through the design of gamified applications can lead to increased user engagement.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution

Subscribe and save

Springer+ Basic
$34.99 /Month
  • Get 10 units per month
  • Download Article/Chapter or eBook
  • 1 Unit = 1 Article or 1 Chapter
  • Cancel anytime
Subscribe now

Buy Now

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

References

  1. Epson. http://www.epson.de

  2. Hinterhuber, H., Stahl, H: Erfolg durch Dienen? Beiträge zur wertsteigernden Führung von Dienstleistungsunternehmen. Expert Verlag, Renningen (2002)

    Google Scholar 

  3. Boslau, M.: Kundenzufriedenheit mit Selbstbedienungskasse im Handel: Der Erklärungsbeitrag ausgewählter verhaltenswissenschaftlicher Theorien. Springer Gabler, Wiesbaden (2009)

    Book  Google Scholar 

  4. Heise. http://www.heise.de

  5. Dabholkar, P., Bobbitt, M., Lee, E.J.: Understanding consumer motivation and behavior related to self-scanning in retailing: implications for strategy and research on technology-based self-service. Int. J. Serv. Ind. Manag. 14, 59–95 (2003)

    Article  Google Scholar 

  6. Orel, F.D., Kara, A.: Supermarket self-checkout service quality, customer satisfaction, and loyalty: empirical evidence from an emerging market. J. Retail. Consum. Serv. 21, 118–129 (2014)

    Article  Google Scholar 

  7. Lowe, M., Wrigley, N.: Innovation in the retail internationalization: Tesco in the USA. Int. Rev. Retail Distrib. Consum. Res. 19, 331–347 (2009)

    Article  Google Scholar 

  8. Strudthoff, M.: Die mobile Revolution im Handel definiert die Zukunft des Bezahlens neu. In: Linnhoff-Popien, C., Zaddach, M., Grahl, A. (eds.) Marktplätze im Umbruch, pp. 399–407. Springer, Heidelberg (2015)

    Google Scholar 

  9. Lee, H.J., Jeong, H., Wenwen, C., Fairhurst, X.A.: The influence of consumer traits and demographics on intention to use retail self-service checkouts. Mark. Intell. Plan. 28, 46–58 (2010)

    Article  Google Scholar 

  10. Dabholkar, P.A.: Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. Int. J. Res. Mark. 13, 29–51 (1996)

    Article  Google Scholar 

  11. Wang, C., Harris, J., Patterson, P.: Customer choice of self-service technology: the roles of situational influences and past experience. J. Serv. Manag. 23, 54–78 (2012)

    Article  Google Scholar 

  12. Elliott, K., Hall, M., Meng, J.: Consumers’ intention to use self-scanning technology: the role of technology readiness and perceptions toward self-service technology. Acad. Mark. Stud. J. 17, 129–143 (2013)

    Google Scholar 

  13. Janneck, M., Vincent-Höper, S., Ehrhardt, J.: The computer-related self concept: a gender-sensitive study. Int. J. Soc. Organ. Dyn. IT (IJSODIT) 3, 1–16 (2013)

    Google Scholar 

  14. Gamification. http://www.gamification.co

  15. Deterding, S., Sicart, M., Nacke, L., O’Hara, K., Dixon, D.: Gamification: using game-design elements in non-game contexts. In: CHI 2011 Extended Abstracts on Human Factors in Computing Systems, pp. 2425–2428. ACM, New York (2011)

    Google Scholar 

  16. Gonzales-Schaller, P.: Trendthema Gamification: Was steckt hinter diesem Begriff? In: Diercks, J., Kupka, K. (eds.) Recrutainment, pp. 33–51. Springer, Wiesbaden (2013)

    Chapter  Google Scholar 

  17. Hamari, J., Koivisto, J., Sarsa, H.: Does gamification work? – A literature review of empirical studies on gamification. In: Proceedings of the 47th Hawaii International Conference on System Science, pp. 3025–3034 (2014)

    Google Scholar 

  18. Neeli, B.K.: A method to engage employees using gamification in BPO industry. In: Third International Conference on Services in Emerging Markets (ICSEM), pp. 142–146. IEEE (2012)

    Google Scholar 

  19. Zicherman, G., Cunningham, C.: Gamification by Design: Implementing Game Mechanics in Web and Mobile Apps. O’Reilly, Cambridge (2011)

    Google Scholar 

  20. Lounis, S., Neratzouli, X., Pramatari, K.: Can gamification increase consumer engagement? A qualitative approach on a green case. In: Douligeris, C., Polemi, N., Karantjias, A., Lamersdord, W. (eds.) Collaborative, Trusted and Privacy-Aware E/M-Services, pp. 200–212. Springer, Heidelberg (2013)

    Chapter  Google Scholar 

  21. Insley, V., Nunan, D.: Gamification and the online retail experience. Int. J. Retail Distrib. Manag. 42, 340–351 (2014)

    Article  Google Scholar 

  22. Conaway, R., Garay, M.C.: Gamification and service marketing. SpringerPlus 3, 1–11 (2014)

    Article  Google Scholar 

  23. Dabholkar, P., Bagozzi, R.: An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors. J. Acad. Mark. Sci. 30, 184–201 (2002)

    Article  Google Scholar 

  24. Försterling, F.: Attribution: An Introduction to Theories, Research, and Applications. Psychology Press, Hove (2001)

    Google Scholar 

  25. Abramson, L.Y., Seligman, M.E., Teasdale, J.D.: Learned helplessness in humans: critique and reformulation. J. Abnorm. Psychol. 87, 49–74 (1978)

    Article  Google Scholar 

  26. Weiner, B.: Achievement Motivation and Attribution Theory. General Learning Press, New York (1974)

    Google Scholar 

  27. Heider, F.: The Psychology of Interpersonal Relations. Wiley, New York (1958)

    Book  Google Scholar 

  28. Weiner, B.: An Attributional Theory of Motivation and Emotion. Springer, New York (1986)

    Book  Google Scholar 

  29. Niels, A., Guczka, S.R., Janneck, M.: The impact of causal attributions on system evaluation in usability tests. In: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems (CHI 2016), pp. 3115–3125 (2016)

    Google Scholar 

  30. Zagel, C., Bodendorf, F.: Gamification: Auswirkungen auf Usability, Datenqualität und Motivation. In: Mensch und Computer Tagungsband 2014. Oldenbourg, München, pp. 15–24 (2014)

    Google Scholar 

  31. Zagel, C., Niels, A.: Einsatz von Gamification zur Steigerung der Kundenmotivation beim Bezahlprozess an Supermarktkassen. Medienproduktion - Online Zeitschrift für Wissenschaft und Praxis 8, 8–12 (2015)

    Google Scholar 

  32. Baumann, K., Klein, P., Carl, A., Bender, D.: Gamification in the inDAgo HelpMe application. In: Mensch und Computer Tagungsband 2014. Oldenbourg, München, pp. 25–34 (2014)

    Google Scholar 

  33. Laugwitz, B., Held, T., Schrepp, M.: Construction and evaluation of a user experience questionnaire. In: Proceedings of the HCI and Usability for Education and Work, pp. 63–76 (2008)

    Google Scholar 

  34. Schrepp, M., Hinderks, A., Thomaschewski, J.: Applying the User Experience Questionnaire (UEQ) in different evaluation scenarios. In: Marcus, A. (ed.) Design, User Experience, and Usability. Theories, Methods, and Tools for Designing the User Experience, pp. 383–392. Springer, Cham (2014)

    Google Scholar 

  35. Zagel, C.: Service Fascination – Gaining Competitive Advantage Through Experiential Self-Service Systems. Springer Fachmedien, Wiesbaden (2016)

    Google Scholar 

  36. Guczka, S.R., Janneck, M.: Erfassung von Attributionsstilen in der MCI – eine empirische Annäherung. In:Mensch und Computer 2012: interaktiv informiert – allgegenwärtig und allumfassend? Oldenbourg, München, pp. 223–232 (2012)

    Google Scholar 

  37. Analyzing the user experience questionnaire. http://www.ueq-online.org

Download references

Author information

Authors and Affiliations

  1. Luebeck University of Applied Sciences, Mönkhofer Weg 239, 23562, Luebeck, Germany

    Adelka Niels

  2. Coburg University of Applied Sciences, Friedrich-Streib-Strasse 2, 96450, Coburg, Germany

    Christian Zagel

Authors
  1. Adelka Niels
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Christian Zagel
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Adelka Niels .

Editor information

Editors and Affiliations

  1. Department of Industrial and Systems Engineering, San Jose State University, San Jose, California, USA

    Louis E. Freund

  2. Department of Information Technology, Poznan University of Economics and Business, Poznan, Poland

    Wojciech Cellary

Rights and permissions

Reprints and permissions

Copyright information

© 2018 Springer International Publishing AG

About this paper

Cite this paper

Niels, A., Zagel, C. (2018). Gamified Self-service Checkouts: The Influence of Computer-Related Causal Attributions on User Experience and Motivation. In: Freund, L., Cellary, W. (eds) Advances in The Human Side of Service Engineering. AHFE 2017. Advances in Intelligent Systems and Computing, vol 601. Springer, Cham. https://doi.org/10.1007/978-3-319-60486-2_3

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-60486-2_3

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-60485-5

  • Online ISBN: 978-3-319-60486-2

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics