The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes
Abstract
The introduction of self-service technologies (SSTs) into the service encounter necessitates research to better understand customers’ attitudes toward service providers and technologies, and their intentions to use technology-based service delivery systems. In this research, the authors develop and empirically test three nested structural models that include a hierarchy of consumer attitudes toward both the interpersonal and the technological aspects of the encounter to better understand their intentions to use SSTs. The findings indicate that intentions to use SST options are driven by multiple, hierarchical attitudes. In addition to the direct effects of attitudes toward specific SSTs and individual employees, the findings confirm that higher order global attitudes toward service technologies influence intentions to use SSTs. Interestingly, the findings indicate that heavy SST users rely more on attitudes toward specific SSTs than do light SST users, who rely more heavily on global attitudes toward SSTs when determining intention to use an SST.
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Cites
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“…service encounter as face-to-face interactions between a buyer and seller, ac-knowledging that service encounters of different types do take place, such as the use of an SST, and positing that machine-based services require separate treatment from employee-delivered services (Solomon et al. 1985).”
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Cited by
Customer experience creation: Determinants, dynamics and management strategies
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Trying to prosume: toward a theory of consumers as co-creators of value
Xie, C., Bagozzi, R. P., & Troye, S. V. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-007-0060-2 · Cited by 668
The influence of technology on the future of human resource management
Stone, D. L., Deadrick, D. L., Lukaszewski, K. M., & Johnson, R. (2015) · Human Resource Management Review · doi:10.1016/j.hrmr.2015.01.002 · Cited by 618
Predicting the intentions to use chatbots for travel and tourism
Melián-González, S., Gutiérrez-Taño, D., & Bulchand-Gidumal, J. (2021) · Current Issues in Tourism · doi:10.1080/13683500.2019.1706457 · Cited by 406
Getting Smart: Learning From Technology-Empowered Frontline Interactions
Marinova, D., de Ruyter, K., Huang, M.-H., Meuter, M. L., & Challagalla, G. (2017) · Journal of Service Research · doi:10.1177/1094670516679273 · Cited by 363
Self-citation
Metadata
- Authors
- Curran, J. M., Meuter, M. L., & Surprenant, C. F.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2003-02
- Volume
- 5
- Issue
- 3
- Pages
- 209-224
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2154253302
- Cited by
- 407
- References
- 11
- FWCI
- 22.90
- Type
- journal article
- Language
- en
- Open access
- closed
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