Frontline employees' attitudes towards self-service technologies: Threats or opportunity for job performance?

Increasing diffusion of self-service technologies (SSTs) on the points of sale impacts on traditional retailing from several perspectives. For instance, SSTs have direct effect on front-line employees. Indeed, they may cause a potential reduction in personal contacts with clients, reduction of workers, modifying the job conditions and so on. To date, the effect of SSTs on the points of sale has been mainly investigated from a consumers' perspective, by mainly focusing on consumers' acceptance and usage of these systems. The aim of this paper is to make employees' point of view clearly emerge, through a qualitative approach focusing on the investigation of employees' perception of the consequences of these technologies on job performance. The content analysis based on exploratory in-depth interviews involves 250 frontline employees. Authors examine the success of technology from employee's standpoint by evaluating their attitude and considering the impact on their job performance perception. In this way, the analysis allows defining new variables which are not previously investigated, such as the perception of speed for task completion, which emerged as the most important factor for employees' self-evaluation. Hence, this study offers support for evaluating job performance considering the specific case of SSTs in the frontline employees as initial insights rather than definitive understandings. & 2014 Elsevier Ltd. All rights reserved.