{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,15]],"date-time":"2026-06-15T14:40:27Z","timestamp":1781534427232,"version":"3.54.5"},"reference-count":66,"publisher":"MDPI AG","issue":"4","license":[{"start":{"date-parts":[[2026,4,20]],"date-time":"2026-04-20T00:00:00Z","timestamp":1776643200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"DOI":"10.13039\/501100002701","name":"Ministry of Education of the Republic of Korea","doi-asserted-by":"crossref","id":[{"id":"10.13039\/501100002701","id-type":"DOI","asserted-by":"crossref"}]},{"DOI":"10.13039\/501100003725","name":"National Research Foundation of Korea","doi-asserted-by":"publisher","award":["NRF-2025S1A5A8005267"],"award-info":[{"award-number":["NRF-2025S1A5A8005267"]}],"id":[{"id":"10.13039\/501100003725","id-type":"DOI","asserted-by":"publisher"}]},{"award":["NRF-2025S1A5A8005267"],"award-info":[{"award-number":["NRF-2025S1A5A8005267"]}],"id":[{"id":"https:\/\/ror.org\/013aysd81","id-type":"ROR","asserted-by":"publisher"}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JTAER"],"abstract":"<jats:p>This study examines how mandatory digital service environments, in which human-assisted alternatives are systematically withdrawn, shape older consumers\u2019 avoidance of self-service technologies (SSTs). We conceptualize perceived coercion as consumers\u2019 subjective awareness of structurally constrained choice. Drawing on cognitive appraisal theory and psychological reactance theory, we propose a dual-pathway framework in which perceived coercion activates both perceived loss of autonomy and negative affect. Survey data from 389 older consumers in South Korea were analyzed using structural equation modeling. The results support a parallel mediation model, showing that perceived coercion significantly increases both mediators, each of which independently predicts avoidance intention, with negative affect showing a relatively stronger association. By conceptualizing coercion as a structural condition rather than an individual disposition, this study extends research on mandatory SST use and technology-mediated service encounters. The findings highlight the importance of autonomy-preserving and emotionally inclusive digital service systems in aging societies.<\/jats:p>","DOI":"10.3390\/jtaer21040126","type":"journal-article","created":{"date-parts":[[2026,4,20]],"date-time":"2026-04-20T09:37:42Z","timestamp":1776677862000},"page":"126","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["When Choice Disappears: Perceived Coercion and Avoidance of Self-Service Technologies Among Older Consumers"],"prefix":"10.3390","volume":"21","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-7057-3731","authenticated-orcid":false,"given":"Jin-Myong","family":"Lee","sequence":"first","affiliation":[{"name":"Department of Consumer Science and Glocal Life-Care Convergence, Chungnam National University, 99 Daehak-ro, Yuseong-gu, Daejeon 34134, Republic of Korea"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Sowon","family":"Kim","sequence":"additional","affiliation":[{"name":"Department of Consumer Science and Glocal Life-Care Convergence, Chungnam National University, 99 Daehak-ro, Yuseong-gu, Daejeon 34134, Republic of Korea"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1968","published-online":{"date-parts":[[2026,4,20]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"396","DOI":"10.1177\/1094670516662352","article-title":"Factors influencing the acceptance of self-service technologies: A meta-analysis","volume":"19","author":"Blut","year":"2016","journal-title":"J. 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