## 2 Literature Review  
### Self-Service Technology (SST)  
[PERSON] et al. [12] defined the SST as a digital interface that allows consumers to access services autonomously without direct interaction with company personnel. These platforms empower customers to conduct transactions and obtain information independently, streamlining the service process and reducing reliance on human intervention. The adoption of SST represents a significant shift in service delivery models, reflecting the growing trend toward automation and digital transformation across industries. The benefits of using SST are apparent (e.g., convenience, timesaving, and multiple locations); thus, SST is widely applied in various contexts, such as automatic teller machines in the banking industry [13], electronic kiosks in convenience stores [14], and airlines [15]. The launch of SST in various service contexts provides an alternative means for organizations to coproduce services and deliver additional value to customers. Consumer behavior and service management studies have shown a positive correlation between using self-service technologies and improved customer outcomes. Specifically, research suggests that when consumers engage with SST, they will experience higher satisfaction and loyalty to the service provider. This improved customer experience and loyalty can be attributed to factors such as the perceived control, convenience, and efficiency offered by these self-service platforms [13]. However, the use of self-service technologies (SSTs) is not always seamless. Research has shown that frustrating user interfaces and unreliable hardware, such as system failures, can negatively impact the customer experience. In addition, user unfamiliarity with the interface can lead to errors, further contributing to negative perceptions of SSTs [16]. When consumers have the opportunity to voluntarily use these technologies, they can act as co-producers of services and experience the benefits of time and cost savings [17], location convenience [18], self-efficacy [19], usefulness, and enjoyment of use [14]. Some SSTs located in physical stores for transaction purposes are called \"in-store kiosks\". A leading convenience store chain in Taiwan has deployed multifunction self-service kiosks throughout its stores to provide 24-h access to various services. These in-store kiosks offer customers multiple options, including purchasing and picking up transportation tickets, booking accommodations and reservations for travelers, redeeming credit card rewards, and processing utility bill payments. This comprehensive suite of always-on services exemplifies the integration of digital conveniences into traditional retail environments. By offering these diverse capabilities, the company aims to enhance the customer experience and increase the store's value beyond traditional merchandise sales. Although convenience stores have become a part of people's daily lives, few studies have been undertaken of the multifunctional, high-usage kiosks in convenience stores. Based on the ECM model, [PERSON] [14] proposed two key influencing factors (i.e., perceived control and convenience) of satisfaction with using kiosks in convenience stores. Research has investigated the impact of customers' perceived value on their behavioral responses toward using convenience store kiosks [20], but this study focused on digital (virtual) kiosks. When digital technology evolves across channel boundaries, the trend toward brick-and-mortar integration is not limited to companies but extends to SST. SST facilitates the integration of online and offline services in various forms, such as self-checkout kiosks and mobile apps, enabling consumers to seamlessly switch between different shopping channels. For example, customers can upload documents to the cloud via an online platform and conveniently print them using SST, enhancing the overall convenience.