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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“Brand attitude was measured on a 5-item scale based on Dabholkar and Bagozzi (2002).”
Method
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“…kind of SST. Consumer characteristics such as a lack of confidence, anxiety, technology-related attitudes, and self-efficacy might inhibit the use of SSTs and successful co-production, especially in complex services (Boyle, Clarke and Burns 2006; Dabholkar and Bagozzi 2002; Meuter et al. 2000).”
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Technology readiness and satisfaction in Vietnam's luxury hotels
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“In addition, various situational factors play an important moderating role in the development of the individuals’ acceptance behavior, which applies in the area of technology adoption [29,45].”
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“In terms of situational factors, first, informants indicated that time pressures and the perceived urgency of the service may affect their future decisions about the use of AISA, including chatbots and virtual assistants (Dabholkar & Bagozzi, 2002).”
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“Dabholkar and Bagozzi (2002) found personal innovativeness to be a moderator construct on the antecedents and consequences of perceptions in information technology.”
Background
Virtual reality in tourism: The impact of virtual experiences and destination image on the travel intention
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“Following the procedure outlined by Dabholkar and Bagozzi (2002) and Homburg and Giering (2001), in the first step, an overall chi-square difference test for each of the moderator variables (product category and performance priming) was conducted.”
Analysing moderated mediation effects: Marketing applications
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“It is also possible to use structural equations to simultaneously test an overall model of moderated mediation (Dabholkar and Bagozzi, 2002; Hayes and Preacher, 2013).”
Background
E-Government service delivery by a local government agency: The case of E-Licensing
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Background
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Retracted
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A socio-technical perspective on social media adoption: a case from retail banking
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Impact of Service Quality, Service Convenience and Perceived Price Fairness on Customer Satisfaction in Indian Retail Banking Sector
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“But, now technology has remarkable influence on the growth of service delivery options (Dabholkar and Bagozzi, 2002).”
Background
Consumers who avoid relationships: social anxiety in commercial contexts
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The role of brand innovativeness and customer hope in developing online repurchase intentions
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“Previous research demonstrates that moderating factors such as product knowledge may enhance the explanatory power of the empirical models (Dabholkar and Bagozzi, 2002; Carlson et al, 2007).”
Background
Creating innovation that drives authenticity
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The Unobserved Heterogeneneous Influence of Gamification and Novelty-Seeking Traits on Consumers’ Repurchase Intention in the Omnichannel Retailing
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“Researchers in the area found a positive influence of consumers’ attitude on behavioural intention towards using self-service technologies (e.g. Curran, Meuter, and Surprenant 2003; Dabholkar and Bagozzi 2002; Lanseng and Andreassen 2007) and food preparation (Xie, Bagozzi, and Troye 2008).”
BackgroundResultInfluential
An Investigation of Factors Affecting Usage and Adoption of Internet & Mobile Banking In Pakistan
Mazhar, F., Rizwan, M., Fiaz, U., Ishrat, S., Razzaq, M. S., & Khan, T. N. (2014) · International Journal of Accounting and Financial Reporting · doi:10.5296/ijafr.v4i2.6586 · Cited by 40
The Role of Internal Branding in Nonprofit Brand Management
Liu, G., Chapleo, C., Ko, W. W., & Ngugi, I. K. (2013) · Nonprofit and Voluntary Sector Quarterly · doi:10.1177/0899764013511303 · Cited by 39
“To test this, we adopt the method suggested by Dabholkar and Bagozzi (2002) for a median split (high and low charismatic leadership, respectively) and compare both groups using structural equation modeling (see Table 4).”
BackgroundMethod
Satisfaction with employee relationship management systems: the impact of usefulness on systems quality perceptions
Yang, Y., Stafford, T. F., & Gillenson, M. L. (2011) · European Journal of Information Systems · doi:10.1057/ejis.2010.69 · Cited by 40
Customers' Perspectives of Service Quality in Internet Banking
Ramseook‐Munhurrun, P., & Naidoo, P. (2011) · Services Marketing Quarterly · doi:10.1080/15332969.2011.606753 · Cited by 39
What Fosters Favorable Attitudes Toward Using Travel Mobile Applications?
Im, J., & Hançer, M. (2016) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2017.1248805 · Cited by 39
The impact of self‐service versus interpersonal contact on customer–brand relationship in the time of frontline technology infusion
Lee, H., & Yi, Y. (2021) · Psychology and Marketing · doi:10.1002/mar.21628 · Cited by 41
Perceived usefulness, service quality and loyalty incentives: Effects on electronic service continuance
Naidoo, R. M., & Leonard, A. (2007) · South African Journal of Business Management · doi:10.4102/sajbm.v38i3.587 · Cited by 39
Technical and functional determinants of customer satisfaction in the bank‐SME relationship
Lundahl, N., Vegholm, F., & Silver, L. (2009) · Managing Service Quality · doi:10.1108/09604520910984382 · Cited by 39
Incorporating Technology Readiness (TR) Into TAM: Are Individual Traits Important to Understand Technology Acceptance?
Yi, Y., Tung, L. L., & Wu, Z. (2003) · Journal of the Association for Information Systems · Cited by 39
Perceived Value of Mobile Service Use and its Consequences
Pihlström, M. (2008) · Työväentutkimus Vuosikirja · Cited by 39
Applying the integrated model to understanding online buyers’ intention to adopt delivery drones in Iran
Ganjipour, H., & Edrisi, A. (2022) · Transportation Letters · doi:10.1080/19427867.2022.2035130 · Cited by 38
“Like different studies (Dabholkar and Bagozzi 2002; Meuter et al. 2005; LEE and J 2016), the need for human interaction had a negative and significant effect on the buyers; intention to use this system (H12).”
Background
Consumers’ intention to use health recommendation systems to receive personalized nutrition advice
Wendel, S., Dellaert, B. G. C., Ronteltap, A., & van Trijp, J. C. M. (2013) · BMC Health Services Research · doi:10.1186/1472-6963-13-126 · Cited by 40
Mobile Technology: An Exploratory Study of Hotel Managers
Kim, J. S., Connolly, D. J., & Blum, S. C. (2014) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2014.961795 · Cited by 38
Student Participation in Academic Advising: Propensity, Behavior, Attribution and Satisfaction
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Seek or destroy? Examining value creation and destruction in behaviour maintenance in social marketing
Zainuddin, N., Dent, K., & Tam, L. (2017) · Journal of Marketing Management · doi:10.1080/0267257x.2017.1301532 · Cited by 39
“Technology self-efficacy has been demonstrated as an important cognitive construct encouraging consumer adoption of technology-based augmented products (e.g. Dabholkar & Bagozzi, 2002; van Beuningen, de Ruyter, & Wetzels, 2011; Schuster et al., 2013).”
Background
RETRACTED: An empirical investigation of tourist’s choice of service delivery options
Kaushik, A. K., & Rahman, Z. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2015-0438 · Cited by 38
Retracted
Electronic Word of Mouth engagement in social commerce platforms: An empirical study
Ali, Y. S., Hussin, A. R. C., & Dahlan, H. M. (2019) · Information Development · doi:10.1177/0266666919867488 · Cited by 38
“Innovative consumers are very much more likely to favourably consider new products or services and be encouraged to use such (Dabholkar and Bagozzi 2002).”
Background
Explaining tourist behavioral loyalty toward mobile apps
García, J. A. C., Martínez-Heredia, M.-J., & Molina, M. Á. R. (2019) · Journal of Hospitality and Tourism Technology · doi:10.1108/jhtt-08-2017-0057 · Cited by 39
The moderating role of demographic variables on customer expectations in airport retail patronage intentions of travellers
Kosiba, J. P., Acheampong, A., Adeola, O., et al. (2020) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2020.102033 · Cited by 38
Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service
Lee, Y., Choi, S., & Field, J. M. (2020) · Operations Management Research · doi:10.1007/s12063-020-00161-0 · Cited by 44
Internet Lottery Commerce: An Integrated View of Online Sport Lottery Adoption
Chiu, Y.-T. H., Lee, W.-I., Liu, C.-C., & Liu, L.-Y. (2012) · Journal of Internet Commerce · doi:10.1080/15332861.2012.650990 · Cited by 37
A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector
Ramanathan, U., Win, S., & Wien, A. (2018) · Benchmarking An International Journal · doi:10.1108/bij-12-2016-0194 · Cited by 37
A comparative assessment of win-win and win-lose negotiation strategy use on supply chain relational outcomes
Thomas, S., Eastman, J. K., Shepherd, C. D., et al. (2018) · The International Journal of Logistics Management · doi:10.1108/ijlm-10-2016-0238 · Cited by 37
“Written scenarios are often used in experimental designs to operationalize the independent variables and to facilitate role playing (Pilling et al., 1994; 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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