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Antecedents of technology-based self-service acceptance: a proposed model
Linnéuniversitetet, Växjö.
University of Leeds, Leeds, United Kingdom.
Linnéuniversitetet, Växjö.
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Innovation and Design.ORCID iD: 0000-0003-3255-414X
2012 (English)In: Services Marketing Quarterly, ISSN 1533-2969, E-ISSN 1533-2977, Vol. 33, no 3, p. 195-210Article in journal (Refereed) Published
Abstract [en]

Technology based self-service (TBSS) facilities have been widely implemented in the service industry and it is therefore vital to understand how customers arrive at decisions to adopt it. This paper presents and tests a model assessing the antecedents of customers’ acceptance of technology based self-service by merging the Technology Acceptance Model (TAM) with self-service attributes. The findings show that intention to use TBSS is an ultimate function of customers’ perceived usefulness of the self service technology, their attitude towards using it, and their perceived enjoyment of using it. Managers who wish to employ TBSS should therefore first obtain a good understanding of the factors that drives their customers’ attitude towards the-self service. They should investigate how to make the self-service more enjoyable in addition to focusing on the traditional usability- and usefulness enhancing features. Recommendations for future research are also provided.

Place, publisher, year, edition, pages
2012. Vol. 33, no 3, p. 195-210
National Category
Other Engineering and Technologies not elsewhere specified
Research subject
Entrepreneurship and Innovation
Identifiers
URN: urn:nbn:se:ltu:diva-3901DOI: 10.1080/15332969.2012.689937Scopus ID: 2-s2.0-84863889903Local ID: 1bfd4960-fe6d-419b-b034-e401c4d6034fOAI: oai:DiVA.org:ltu-3901DiVA, id: diva2:976763
Projects
CiiR-Centre for Inter-Organizational Innovation Research, Fastelaboratoriet – VINNEXC
Note

Validerad; 2012; 20120403 (vinpar)

Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-07-10Bibliographically approved

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Oghazi, PejvakHultman, MagnusMostaghel, RanaParida, Vinit

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
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