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Cited by 326

The DOI matches its Crossref record; 49 of the 49 references it cites were found in a registry or an index.

Effects of personal control on adoption of self‐service technology innovations

Lee, Jungki, Allaway, Arthur·2002·Journal of Services Marketing
DOI 10.1108/08876040210443418
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Abstract

A new literature is emerging around the role of self‐service technologies (SSTs) such as airline ticketing machines, automatic teller machines, and computer‐based shopping services in the strategic offering of service providers. SSTs allow (or force) consumers to help produce their own service encounters via machine interaction rather than by interacting with a firm’s service personnel. Firms which introduce SSTs wish to gain rapid acceptance and usage of these technologies by potential consumers. This study investigates whether the provision of more personal control to consumers can reduce their perceived risk, enhance the perceived value of the SST, and induce greater adoption intention associated with the innovation. Propositions are tested using an experiment. Multiple analysis of covariance and follow‐up tests either fully or partially supported 11 out of 12 hypotheses. A set of managerial implications and recommendations is provided.

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Metadata

Authors
Lee, J., & Allaway, A.
Venue
Journal of Services Marketing
Publisher
Emerald
Published
2002-11-01
Volume
16
Issue
6
Pages
553-572
ISSN
0887-6045 (ISSN-L)
DOI
10.1108/08876040210443418
OpenAlex
W2048137308
Cited by
326
References
49
FWCI
14.04
Type
journal article
Language
en
Open access
closed

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CoChat. (2026). Citation check: Effects of personal control on adoption of self‐service technology innovations. https://app.cochat.ai/papers/10.1108/08876040210443418
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Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self‐service technology innovations. Journal of Services Marketing. https://doi.org/10.1108/08876040210443418

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.