Understanding flow and chunking constructs in self service technologies

• Main Author: Esterhuyse, Jacques
• Other Authors: Chipp, Kerry
• Language: en
• Published: 2014
• Subjects: UCTD; Flow; Chunking; Technology Readiness; Technology Readiness Index (TRI); Self-Service Technologies (SSTs)
• Online Access: http://hdl.handle.net/2263/40763; Esterhuyse, J 2013, Understanding flow and chunking constructs in self service technologies, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/40763>

When developing new services on SSTs it is very important to keep in mind what the user experience is when using it and that this experience will vary across different types of users. This study intends to investigate the flow experience of users when presented with different types of menu options (chunked / grouped vs. a listed menu) across different types of users. The research is quantitative and causal in nature, and used an experimental factorial design in the conduct of the research. The TRI and flow scales were used in the questionnaire design and a total of 139 respondents were involved in the experiment. The study found that the impact of flow is greater with lower TRI respondents than with higher TRI respondents on SSTs === Dissertation (MBA)--University of Pretoria, 2013. === ccgibs2014 === Gordon Institute of Business Science (GIBS) === MBA === Unrestricted