Choosing self-service technologies or interpersonal services—The impact of situational factors and technology-related attitudes

Cees J. Gelderman, Paul W.Th. Ghijsen and Ronnie van Diemen

Journal of Retailing and Consumer Services, 2011, vol. 18, issue 5, 414-421

Abstract: Many companies have introduced self-service technologies (SSTs) although not every customer wants to use or is able to use new technologies. This study aims to explain the actual use of SSTs by analysing a framework based on antecedents derived from the social cognitive theory, such as role clarity, perceived crowdedness, and need for interaction, and technology readiness dimensions.

Keywords: Self-service technologies; Technology readiness; Perceived crowdedness; Role clarity; Need for interaction (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (20)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:18:y:2011:i:5:p:414-421

DOI: 10.1016/j.jretconser.2011.06.003

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