Cited by 1,898Technology Adoption and User BehaviourCustomer Service Quality and LoyaltyHealth, Technology, Consumer Behavior

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An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors

Dabholkar, P. A., Bagozzi, R. P.·2002·Journal of the Academy of Marketing Science

DOI 10.1177/0092070302303001

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“Hedonic activities—four items adapted from Dabholkar and Bagozzi (2002) (α = 0.95); social importance—five items adapted from Schroeder and Dugal (1995) (α = 0.86); personal values—six items adapted from Aaker et al (2004) (α = 0.83), and co-creation—nine items adapted from Christodoulides et al…”
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“A realism check was performed by asking the respondents to rate two questions—“The situation described was realistic” and “You had no difficulty imagining yourself in the situation”— on a scale of 1 (completely disagree) to 7 (completely agree; Dabholkar & Bagozzi, 2002).”
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Background
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Background
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Background
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“Before the accomplishment of the multi-group analysis, measurement invariance of complex models is necessary to pretest so that there is no measurement error and changes in the beta are due to group differences (Dabholkar & Bagozzi, 2002).”
Method
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“Consumers with a greater self-efficacy may have more confidence in their ability to use SST’s (Dabholkar & Bagozzi, 2002), and therefore they may be more likely to use SCO than those consumers with less confidence in their ability.”
BackgroundMethodInfluential
What is the Influence of Context and Incentive on Mobile Commerce Adoption? A Case study of a GPS-based Taxi Dispatching System
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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
Publisher: Springer Science and Business Media LLC
Published: 2002-07-01
Volume: 30
Issue: 3
Pages: 184-201
ISSN: 0092-0703 (ISSN-L)
DOI: 10.1177/0092070302303001
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 › Marketing › 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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An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors

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