The influence of technology anxiety on consumer use and experiences with self-service technologies
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Hesitance caused by anxiety explains why users refuse self-service technology.
“Hesitance caused by anxiety explains why users refuse self-service technology (Meuter, Ostrom, Bitner, & Roundtree, 2003).”
From Mobile shopping cart abandonment: The roles of conflicts, ambivalence, and hesitation (2018) · cites this paper as Meuter, Ostrom, Bitner, & Roundtree, 2003
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An Updated and Streamlined Technology Readiness Index: TRI 2.0
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“Meuter, Ostrom, Bitner, and Roundtree [44] stated that many consumers face anxiety while using innovative technology.”
BackgroundMobile shopping cart abandonment: The roles of conflicts, ambivalence, and hesitation
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“It describes an individual’s perceived apprehension or discomfort related to using a technology (Meuter et al. 2003).”
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- Authors
- Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R.
- Affiliations
- California State University, Chico (US)
- Arizona State University (US)
- Howard University (US)
- Corresponding author
- Meuter, Matthew L
- ORCID
- Bitner, Mary Jo
- Venue
- Journal of Business Research
- Publisher
- Elsevier BV
- Published
- 2003-11
- Volume
- 56
- Issue
- 11
- Pages
- 899-906
- ISSN
- 0148-2963 (ISSN-L)
- OpenAlex
- W2125700060
- Cited by
- 1,247
- References
- 4
- Citations by year
- 2026: 79 · 2025: 100 · 2024: 104 · 2023: 82 · 2022: 105 · 2021: 70 · 2020: 68 · 2019: 66 · 2018: 53 · 2017: 45 · 2016: 49 · 2015: 52 · 2014: 52 · 2013: 59 · 2012: 51
- FWCI
- 20.56
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Business Research (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Funders
- Arizona State University
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Gender Studies › Gender and Technology in Education
- Social Sciences › Demography › Technology Use by Older Adults
- Keywords
- technology anxiety, self-service technology, consumer technology adoption, retail technology, customer satisfaction, word of mouth, revisit intention
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