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Antecedents of technology based self-service acceptance: a proposed model
Linnéuniversitetet.
Linnéuniversitetet.
Leeds University, UK.
Luleå tekniska universitet.
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 them. This article presents and tests a model assessing the antecedents of customers' acceptance of TBSS facilities by merging the technology acceptance model (TAM) with self-service attributes. The findings show that intention to use TBSS facilities 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 drive 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
Keywords [en]
Technology acceptance model, Customer acceptance, Technology-based self-service
National Category
Business Administration
Identifiers
URN: urn:nbn:se:sh:diva-33245DOI: 10.1080/15332969.2012.689937Scopus ID: 2-s2.0-84863889903OAI: oai:DiVA.org:sh-33245DiVA, id: diva2:1137537
Available from: 2014-05-28 Created: 2017-08-31Bibliographically approved

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Oghazi, Pejvak

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CiteExportLink to record
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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • harvard-anglia-ruskin-university
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf