The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
A Technology Readiness-Based Taxonomy of Customers: A Replication and Extension
Abstract
Although the service management field has developed and put forward new concepts, we have historically done a less effective job validating these concepts after their introduction. Given this issue, this study attempts to test and extend Parasuraman and Colby’s (2001) taxonomy of technology readiness. Their taxonomy (originally developed based on a U.S. sample) was replicated with a U.K. sample. This study’s replication partially supports their taxonomy of five types of customers based on their technology beliefs. The author found support for the existence of four of the five original clusters (explorers, pioneers, skeptics , andlaggards ) but found no evidence of the existence of a fifth segment named paranoids . The author also identifies the themes that underlie the formation of the taxonomy, namely, technophobia and technological positivism. Finally, for each cluster, the relationships between technology readiness, demographics, current use, and future adoption of technology-based services are explored and compared.
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Young people are more likely to adopt new technology than elder people.
“Tsikriktsis [45] suggested that young people are more likely to adopt new technology than elder people.”
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 [45]
Citations
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Cited by
Sorted by citations
Customer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
Ali, S., Khalid, N., Javed, H. M. U., & Islam, D. M. Z. (2021) · Journal of Open Innovation: Technology, Market, and Complexity · doi:10.3390/joitmc7010010 · Cited by 202
Metadata
- Authors
- Tsikriktsis, N.
- Affiliations
- London Business School (GB)
- Corresponding author
- Tsikriktsis, Nikos
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2004-08
- Volume
- 7
- Issue
- 1
- Pages
- 42-52
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2160577941
- Cited by
- 210
- References
- 4
- Citations by year
- 2026: 3 · 2025: 8 · 2024: 6 · 2023: 17 · 2022: 11 · 2021: 10 · 2020: 9 · 2019: 20 · 2018: 12 · 2017: 11 · 2016: 10 · 2015: 14 · 2014: 8 · 2013: 10 · 2012: 14
- FWCI
- 9.43
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Service Research (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 › Medicine › Geriatrics and Gerontology › Technology Use by Older Adults
- Keywords
- technology readiness, customer segmentation, technology beliefs, explorers, pioneers, skeptics, laggards, technophobia, technology adoption, technology-based services, service management, replication
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