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Cited by 303

The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.

Only If It Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation

Open access
Collier, Joel E., Kimes, Sheryl E.·2013·Journal of Service Research
DOI 10.1177/1094670512458454
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Abstract

Self-service technologies (SSTs) can help firms reduce labor costs while providing more channel options, but customers must be convinced of their value before foregoing a full service alternative. To understand how customers evaluate an SST, the authors conducted three studies to analyze the importance of convenience in the evaluation process along with exploring what constructs ultimately influence customers’ need for human interaction with an SST. Surveying both users’ experiences with an SST and also nonusers’ perceptions of an SST, a comprehensive analysis was undertaken to assess the perceived benefits of using an SST. In Study 1, the authors found that convenience had a strong positive effect on the perceived accuracy, speed, and exploration intentions of an SST. Building on these results, Studies 2 and 3 reveal that SST users have a lower need for interaction when they are satisfied with an SST, while nonusers’ trust perceptions had the greatest influence on the need for human interaction during an SST transaction. The authors discovered that user satisfaction can be enhanced by focusing on the speed and accuracy of an SST, whereas nonusers’ perceptions of accuracy and exploration increased the trust placed in an SST.

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Metadata

Authors
Collier, J. E., & Kimes, S. E.
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2012-09-03
Volume
16
Issue
1
Pages
39-51
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/1094670512458454
OpenAlex
W1968323069
Cited by
303
References
9
FWCI
14.28
Type
journal article
Language
en
Open access
green

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CoChat. (2026). Citation check: Only If It Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation. https://app.cochat.ai/papers/10.1177/1094670512458454
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Collier, J. E., & Kimes, S. E. (2013). Only If It Is Convenient: Understanding How Convenience Influences Self-Service Technology Evaluation. Journal of Service Research. https://doi.org/10.1177/1094670512458454

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.