Self-service Technology Adoption: An Analysis of Customer to Technology Interactions

Determinants of self-service technology adoption

With the tremendous growth of self-service technologies (SSTs) in many industries, SSTs in the context of service provision are recognized as more effective and important technologies to minimize investment costs and maximizes service quality. By means of reviewing and integrating literature in several fields, the present paper attempted to provide an understanding of this relationship in terms...

Exploring Self - Service Technology

Self-service technologies empower consumers to do things for themselves that they could not do before. In the case of consumers’ unsatisfactory encounters with self-service technologies, however, consumers feel powerless. Self-service technology powerlessness is defined as consumers’ feelings of SST dominance. To the authors’ knowledge, this construct has not been investigated previously in the...

Customer Satisfaction with Technology Mediated Service Encounters

With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...

An Investigation on the New Mobile Service/Technology Adoption

A broad trend in the information and communication technology (ICT) industry is the customers’ expectation that services will continue to improve in terms of service/technology qualities (i.e., faster, easier to use, and more advanced service features). To meet these challenging demands, many ICT companies seek to provide new service/technology to customers based on innovations developed throug...

Strategic Technology Adoption under Technological Uncertainty