Due to health concerns related to COVID-19, shoppers have learned to minimise social contact by adopting various contactless self-service technologies to fulfil their consumption needs. This study explores shoppers’ behavioural changes in relation to self-service, using the special research context of e-commerce self-collection services. By synthesising insights from the health psychology literature, this study proposes an affective-cognitive-social perspective to explain the pandemic-driven behavioural changes of self-collection users. The survey instrument is used for online data collection ( n = 500), and a combined (descriptive and quantitative) method is adopted for data analysis. Our results suggest that, although with a relatively weak predictive power, the affective and cognitive appraisals of health risks lead to the reinforced usage of self-collection service. This also applies to the factors of action/coping planning and subjective norm. This study theoretically contributes to the self-service literature and creates managerial implications for retailers and logistics operators.
【저자키워드】 COVID-19, self-service, last-mile logistics, pandemic-driven behavioural change, self-collection locker, e-commerce delivery, 【초록키워드】 risk, Health, Research, Data analysis, behavioural, change, Quantitative, Factor, Perspective, social contact, predictive power, operators, implication, cognitive appraisal, changes in, contribute, adopted, explain, affective, 【제목키워드】 change, user, Usage, exploration,