An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors
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There is a powerful correlation between intention to perform a behavior and actual behavior.
“Several studies in the past have confirmed the powerful correlation between intention to perform a behavior and actual behavior (Dabholkar & Bagozzi, 2002; Lucas & Spitler, 1999; Vijayasarathy, 2004).”
From Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the Unified Theory of Acceptance and Use of Technology (2018) · cites this paper as Dabholkar & Bagozzi, 2002
Situational factors can forbid people from using new technology despite favorable consumer personalities.
“According to Engel and Blackwell [95], and Dabholkar and Bagozzi [92], situational factors can forbid people from using new technology despite favorable consumer personalities.”
From Consumer Adoption of Online Food Delivery Ordering (OFDO) Services in Pakistan: The Impact of the COVID-19 Pandemic Situation (2021) · cites this paper as Dabholkar and Bagozzi [92]
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Melián-González, S., Gutiérrez-Taño, D., & Bulchand-Gidumal, J. (2021) · Current Issues in Tourism · doi:10.1080/13683500.2019.1706457 · Cited by 406 · see citing works
Voorhees, C. M., Fombelle, P. W., Gregoire, Y., Bone, S., Gustafsson, A., Sousa, R., & Walkowiak, T. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.04.014 · Cited by 489 · see citing works
“The research in this area has centered on the various interactions that take place during this period, particularly customer interactions with employees (Bowen & Schneider, 2014), other customers (Nicholls, 2010), and technology (Dabholkar & Bagozzi, 2002).”
BackgroundPurpose and object of anti-consumption
Iyer, R., & Muncy, J. A. (2008) · Journal of Business Research · doi:10.1016/j.jbusres.2008.01.023 · Cited by 404 · see citing works
Consumer Resistance to Innovation in Services: Challenges and Barriers in the Internet of Things Era
Mani, Z., & Chouk, I. (2018) · Journal of Product Innovation Management · doi:10.1111/jpim.12463 · Cited by 405 · see citing works
Belanche, D., Casaló, L. V., Schepers, J., & Flavián, C. (2021) · Psychology and Marketing · doi:10.1002/mar.21532 · Cited by 402 · see citing works
“Dabholkar and Bagozzi (2002) argue that customers with a greater preference for human interaction lack the intrinsic motivation to adopt the technological alternative to frontline employee, thus, they need to perceive more technological advantages to accept such change.”
BackgroundMethodInfluentialUnderstanding luxury consumption in China: Consumer perceptions of best-known brands
Zhan, L., & He, Y. (2011) · Journal of Business Research · doi:10.1016/j.jbusres.2011.10.011 · Cited by 384 · see citing works
Talke, K. S. S., & Heidenreich, S. (2013) · Journal of Product Innovation Management · doi:10.1111/jpim.12130 · Cited by 382 · see citing works
“The crowdedness of a retail environment, for example, typically causes stress for consumers (Hui and Bateson, 1991) and creates social anxiety if they feel they are being watched as they examine unfamiliar products (Dabholkar and Bagozzi, 2002).”
BackgroundAdoption of Mobile Technologies for Chinese Consumers
Park, J., Yang, S. J., & Lehto, X. Y. (2007) · Journal of electronic commerce research · Cited by 374 · see citing works
Consumer acceptance of technology-based food innovations: Lessons for the future of nutrigenomics
Ronteltap, A., van Trijp, J. C. M., Renes, R. J., & Frewer, L. J. (2007) · Appetite · doi:10.1016/j.appet.2007.02.002 · Cited by 365 · see citing works
Ganguli, S., & Roy, S. K. (2011) · International Journal of Bank Marketing · doi:10.1108/02652321111107648 · Cited by 357 · see citing works
Cyr, D., Head, M. M., & Ivanov, A. (2009) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2009.07.004 · Cited by 362 · see citing works
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?
Xiao, L., & Kumar, V. (2019) · Journal of Service Research · doi:10.1177/1094670519878881 · Cited by 366 · see citing works
Yang, K. (2010) · Journal of Consumer Marketing · doi:10.1108/07363761011038338 · Cited by 357 · see citing works
Li, F., Lu, H. J., Hou, M., Cui, K., & Darbandi, M. (2020) · Technology in Society · doi:10.1016/j.techsoc.2020.101487 · Cited by 425 · see citing works
Business ethics, corporate social responsibility, and brand attitudes: An exploratory study
Ferrell, O. C., Harrison, D. E., Ferrell, L. K., & Hair, J. F. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2018.07.039 · Cited by 348 · see citing works
“Following development of the scenarios, pre-study interviews were conducted with college students to examine whether the situations were realistic (Dabholkar & Bagozzi, 2002; Groza, Pronschinske, & Walker, 2011; Hess, Ganesan, & Klein, 2003; Vlachos, Tsamakos, Vrechopoulos, & Avramidis, 2009), the…”
MethodSong, M., Xing, X., Duan, Y., Cohen, J. F., & Mou, J. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2021.102900 · Cited by 345 · see citing works
The role of technology readiness in customers' perception and adoption of self‐service technologies
Lin, J. C., & Hsieh, P. (2006) · International Journal of Service Industry Management · doi:10.1108/09564230610689795 · Cited by 343 · see citing works
Jansson, J. (2010) · Business Strategy and the Environment · doi:10.1002/bse.690 · Cited by 340 · see citing works
Wünderlich, N. V., von Wangenheim, F., & Bitner, M. J. (2012) · Journal of Service Research · doi:10.1177/1094670512448413 · Cited by 343 · see citing works
Elucidating user behavior of mobile learning
Huang, J., Lin, Y., & Chuang, S. (2007) · The Electronic Library · doi:10.1108/02640470710829569 · Cited by 331 · see citing works
Okumuş, B., Ali, F., Bilgihan, A., & Ozturk, A. B. (2018) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2018.01.001 · Cited by 339 · see citing works
Global Consumer Innovativeness: Cross-Country Differences and Demographic Commonalities
Tellis, G., Yin, E., & Bell, S. (2009) · Journal of International Marketing · doi:10.1509/jimk.17.2.1 · Cited by 341 · see citing works
Why Customers Value Mass-customized Products: The Importance of Process Effort and Enjoyment
Franke, N., & Schreier, M. (2010) · Journal of Product Innovation Management · doi:10.1111/j.1540-5885.2010.00768.x · Cited by 273 · see citing works
Yim, C. K., Chan, K. W., & Lam, S. S. K. (2012) · Journal of Marketing · doi:10.1509/jm.11.0205 · Cited by 327 · see citing works
The dark side of customer co-creation: exploring the consequences of failed co-created services
Heidenreich, S., Wittkowski, K., Handrich, M., & Falk, T. (2014) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-014-0387-4 · Cited by 326 · see citing works
“In light of this, functional attributes of TBSs, such as perceived ease of use or reliability, gain increased importance for preventing cocreation’s potential dark side (e.g., Dabholkar and Bagozzi 2002; Meuter et al. 2005).”
BackgroundMethodThe role of technology readiness in self‐service technology acceptance
Lin, J. C., & Chang, H. (2011) · Managing Service Quality · doi:10.1108/09604521111146289 · Cited by 325 · see citing works
Understanding consumer motivation and behavior related to self‐scanning in retailing
Dabholkar, P. A., Bobbitt, L. M., & Lee, E. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310465994 · Cited by 322 · see citing works
Self-citationInternal branding process: key mechanisms, outcomes and moderating factors
Punjaisri, K., & Wilson, A. M. (2011) · European Journal of Marketing · doi:10.1108/03090561111151871 · Cited by 321 · see citing works
Consequences of Forcing Consumers to Use Technology-Based Self-Service
Reinders, M. J., Dabholkar, P. A., & Frambach, R. T. (2008) · Journal of Service Research · doi:10.1177/1094670508324297 · Cited by 319 · see citing works
Self-citationTroise, C., O’Driscoll, A., Tani, M., & Prisco, A. (2020) · British Food Journal · doi:10.1108/bfj-05-2020-0418 · Cited by 319 · see citing works
Understanding the intention to follow the advice obtained in an online travel community
Casaló, L. V., Flavián, C., & Guinalíu, M. (2011) · Computers in Human Behavior · doi:10.1016/j.chb.2010.04.013 · Cited by 318 · see citing works
Information and Communication Technologies in Tourism 2014
Xiang, Z., & Tussyadiah, I. P. (2013) · Springer eBooks · doi:10.1007/978-3-319-03973-2 · Cited by 337 · see citing works
Capabilities and financial performance: the moderating effect of strategic type
Song, M., Benedetto, C. A. D., & Nason, R. W. (2007) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-006-0005-1 · Cited by 315 · see citing works
Dickinger, A., Arami, M., & Meyer, D. (2008) · European Journal of Information Systems · doi:10.1057/palgrave.ejis.3000726 · Cited by 317 · see citing works
Mobile payments adoption by US consumers: an extended TAM
Bailey, A. A., Pentina, I., Mishra, A. S., & Mimoun, M. S. B. (2017) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-08-2016-0144 · Cited by 309 · see citing works
Social media adoption: The role of media needs and innovation characteristics
Zolkepli, I. A., & Kamarulzaman, Y. (2014) · Computers in Human Behavior · doi:10.1016/j.chb.2014.10.050 · Cited by 320 · see citing works
“Individuals with high technology innovativeness are found to have a stronger intrinsic motivation to use new technologies and enjoy the stimulation of trying new technologies compared to less innovative individuals (Dabholkar & Bagozzi, 2002).”
BackgroundZhang, Y., Fang, Y., Wei, K.-K., & Chen, H. (2010) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2010.02.003 · Cited by 306 · see citing works
Collier, J. E., & Kimes, S. E. (2012) · Journal of Service Research · doi:10.1177/1094670512458454 · Cited by 305 · see citing works
An investigation of consumer acceptance of M‐banking
Schuster, L., & Drennan, J. C. (2010) · International Journal of Bank Marketing · doi:10.1108/02652321011085194 · Cited by 311 · see citing works
Internet retail customer loyalty: the mediating role of relational benefits
Yen, H. J. R., & Gwinner, K. P. (2003) · International Journal of Service Industry Management · doi:10.1108/09564230310500183 · Cited by 303 · see citing works
Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth*
Babakus, E., Bienstock, C. C., & Scotter, J. R. V. (2004) · Decision Sciences · doi:10.1111/j.1540-5915.2004.02671.x · Cited by 298 · see citing works
Al‐Hawari, M., & Ward, T. J. (2006) · Marketing Intelligence & Planning · doi:10.1108/02634500610653991 · Cited by 292 · see citing works
Touch Versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters
Giebelhausen, M. D., Robinson, S. G., Sirianni, N. J., & Brady, M. K. (2014) · Journal of Marketing · doi:10.1509/jm.13.0056 · Cited by 289 · see citing works
“Prior research on self-service technology (e.g., Dabholkar and Bagozzi 2002; Meuter et al. 2005; Meuter et al. 2000) has focused on customer evaluations of the technology alone, without consideration of how it interacts with other aspects of the service exchange process.”
Method
- Authors
- Dabholkar, P. A., & Bagozzi, R. P.
- Affiliations
- University of Tennessee at Knoxville (US)
- Rice University (US)
- ORCID
- Bagozzi, R. P.
- Venue
- Journal of the Academy of Marketing Science
- Published
- 2002-07-01
- Volume
- 30
- Issue
- 3
- Pages
- 184-201
- ISSN
- 0092-0703 (ISSN-L)
- OpenAlex
- W2029483732
- Semantic Scholar
- 8c613e2552ca1fa8b3bcc65cf8499fefed4f1ebf
- Cited by
- 1,898
- References
- 62
- Citations by year
- 2026: 50 · 2025: 86 · 2024: 90 · 2023: 79 · 2022: 92 · 2021: 112 · 2020: 105 · 2019: 100 · 2018: 84 · 2017: 77 · 2016: 93 · 2015: 104 · 2014: 130 · 2013: 100 · 2012: 100
- FWCI
- 49.98
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of the Academy of Marketing Science (publishedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
- Keywords
- self-service technology, consumer acceptance, attitudinal model, consumer characteristics, situational factors, perceived waiting time, social anxiety, perceived crowding, novelty seeking, technology self-efficacy, self-consciousness, service delivery
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