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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“…of China Forcing users to adopt SSTs that they are not yet ready to use can backfire and induce anger, anxiety, and/or feelings of discomfort (Dabholkar and Bagozzi 2002; Dhar and Simonson 2003; Dillard and Shen 2005), resulting in negative service evaluations (Lin and Hsieh 2006;…”
BackgroundResult
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Examining customer evaluations across different self-service technologies
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“…read a description of a typical car-sharing service (see Web Appendix), then rated their intentions to use the service (α = .86) and their attitudes toward it (α = .97), on three-item, 7-point scales adopted from Maxham and Netemeyer (2002) and Dabholkar and Bagozzi (2002), respectively.”
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“However, as argued earlier, researchers have long pointed out that “hypothesizing direct effects may be somewhat redundant and obvious” (Dabholkar and Bagozzi 2002; p.185), and it is much more meaningful to investigate the moderating effects of consumer personal traits and demographics (e.g.…”
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“Novelty seeking was measured by the items from Dabholkar and Bagozzi [44].”
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“Perceived enjoyment was measured using three items adapted from Dabholkar and Bagozzi (2002).”
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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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