The rise of the prosumer: an analysis of self-service technology adoption in a corporate context

The adoption of self-service technology (SST) has been well researched in consumer contexts but, despite the existing body work, few studies have investigated detail specific determinants for user satisfaction a corporate context. This study attempts to address this deficit. goal our work is examine employees’ perception SST. To do this, four dimensions SSTQUAL quality scale (namely (a) functionality; (b) security; (c) design and (d) customization) were adapted collect data from 182 knowledge workers financial services multi-national organization. findings lead following insights. First respondents believe that SSTs can perform task required timely straightforward manner. They also feel transactions are safe secure. However, we learned that, although essential satisfaction, concerns regarding customization technology. employed not centric. Furthermore, pleased with layouts or aesthetics they features personalized their requirements. important many reasons. First, it expands discussion on SST by focusing context thus contributing domain. Second, captures analyses real world empirical helps bridge gap between theory practice. Finally, help service providers create effective driven solutions.