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Cited by 1,737

The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.

Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Meuter, Matthew L., Bitner, Mary Jo, Ostrom, Amy L., Brown, Stephen W.·2005·Journal of Marketing
DOI 10.1509/jmkg.69.2.61.60759
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Abstract

Electronic commerce is an increasingly popular business model with a wide range of tools available to firms. An application that is becoming more common is the use of self-service technologies (SSTs), such as telephone banking, automated hotel checkout, and online investment trading, whereby customers produce services for themselves without assistance from firm employees. Widespread introduction of SSTs is apparent across industries, yet relatively little is known about why customers decide to try SSTs and why some SSTs are more widely accepted than others. In this research, the authors explore key factors that influence the initial SST trial decision, specifically focusing on actual behavior in situations in which the consumer has a choice among delivery modes. The authors show that the consumer readiness variables of role clarity, motivation, and ability are key mediators between established adoption constructs (innovation characteristics and individual differences) and the likelihood of trial.

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Metadata

Authors
Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W.
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
2005-04
Volume
69
Issue
2
Pages
61-83
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.1509/jmkg.69.2.61.60759
OpenAlex
W2142418121
Cited by
1,737
References
8
FWCI
89.50
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

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.