## 2 Literature Review
### Research Framework and Hypothesis Development  
Research has reported that in the multichannel context, positive evaluations of the primary (i.e., offline) channel are likely to serve as a reference for assessing the online channel [47]. Furthermore, integrating online and offline channels has generated competitive advantages, as evidenced by consumers' increased willingness to purchase across both platforms [28]. We argued that if consumers have positive evaluations of an offline channel (i.e., physical SST) and exhibit continued usage, they tend to adopt the alternative channel (i.e., virtual SST). Thus, in this study, we proposed the following hypothesis:  
**H1:**: _The continuance intention of the kiosk has a positive impact on the adoption intention of the kiosk app._  
Consumer satisfaction and attitude have been studied in two parallel IT studies [38]. Based on [PERSON]'s four-stage loyalty framework [31] and extending attitude-behavior theory, satisfaction and attitude are regarded as powerful predictors of continuance use intention. The relationship between consumer satisfaction and post-purchase behavior has been a significant focus of service marketing research, particularly within expectation-confirmation theory (ECT) [31; 48; 49]. This association has received consistent support concerning both online and offline environments. Therefore, in this study, the following hypotheses were proposed:  
**H2:**: _Satisfaction with the kiosk has a positive impact on (H2a) continuance intention of the kiosk and (H2b) adoption intention of the kiosk app._
**H3:**: _Attitude toward the kiosk app has a positive impact on the intention to adopt it._  
In this study, system service quality refers to the extent to which the systemic functions of physical or virtual SSTs can help consumers obtain products or services effectively. Regarding the integration of offline SST (physical kiosk) and online SST (kiosk app) in retail, the system service quality of the functional kiosk interface can more fully and accurately explain users' satisfaction with SST use [50; 51]. If the system service quality of SST exceeds expectations, customer satisfaction increases [50], which in turn promotes the positive impact of the online channel. In the Internet context, the positive effect of service quality on satisfaction was verified by previous research [52]. Studies have indicated that offline service quality positively impacts online satisfaction [51]. Therefore, in this study, the following hypotheses were proposed:  
**H4:**: _Perceived system quality of the kiosk positively impacts (H4a) satisfaction with the kiosk and (H4b) attitude toward the kiosk app._
**H5:**: _Perceived system quality positively impacts the attitude of the kiosk app._  
Moreover, according to consumer efficiency theory [53], consumers favor channels that minimize various costs, such as monetary costs. In a multichannel environment (i.e., online and offline channels), offline purchase decisions sometimes motivate consumers to consider the costs associated with reaching physical stores [54]. [PERSON] et al. [25] indicated that certain offline habits negatively affect consumers' transfer usage from an offline to an online channel. Studies have also reported that the farther away the store is from the consumer, the more likely the consumer is to make purchases online. For example, [PERSON] et al. [55] discovered that consumers purchase groceries online to avoid traveling distances to reach stores. Conversely, when consumers perceive shopping at nearby stores as convenient, they are less likely to use an online channel. [PERSON] et al. [56] observed the influence of ubiquity on the intention to use mobile apps, such as digital wallets. Following these research findings, we posited that consumers' experience of a degree of ubiquity is likely to increase their positive attitude toward using an online SST.