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The impact of forced use on customer adoption of self-service technologies · Study

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ArticleThe impact of forced use on customer adoption of self-service technologies

Shunzhong Liu2012

Article2012

The impact of forced use on customer adoption of self-service technologies

104 citations·0/0 files stored·Computers in Human Behavior

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty AI in Service Interactions

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References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1988Structural equation modeling in practice: A review and recommended two-step approach.1995An Integrative Model Of Organizational Trust 1996The Behavioral Consequences of Service Quality 1995An Integrative Model of Organizational Trust 1992Measuring Service Quality: A Reexamination and Extension 2003Trust and TAM in Online Shopping: An Integrated Model1 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

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2018Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance 2016Customer Roles in Self-Service Technology Encounters in a Tourism Context 2017A perceived reliability-based customer satisfaction model in self-service technology 2012The Effect of Technology Readiness on Customers' Attitudes toward Self-Service Technology and Its Adoption; The Empirical Study of U.S. Airline Self-Service Check-In Kiosks 2021

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Year2012

Typearticle

Published2012-03-09

VenueComputers in Human Behavior

ISSN-L0747-5632

Languageen

Citations104

Files0 public / 0

ShelfTechnology Adoption and User Behaviour

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doi10.1016/j.chb.2012.02.002

openalex_workW1986396138

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Understanding in-store interactive technology use: a uses and gratifications theory (UGT) perspective

2019Innovative framework for self-service kiosks: Integrating customer value knowledge

2015Exploring the intention to continue using web-based self-service

2020Consequences of mandated usage of innovations in organizations: developing an innovation decision model of symbolic and forced adoption