Antecedents of technology based self-service acceptance : a proposed model

• Technology-based self-service (TBSS) facilities have been widely implemented in the service industry, and it is therefore vital to understand how customers arrive at decisions to adopt them. This article presents and tests a model assessing the antecedents of customers' acceptance of TBSS facilities by merging the technology acceptance model (TAM) with self-service attributes. The findings show that intention to use TBSS facilities is an ultimate function of customers' perceived usefulness of the self-service technology, their attitude towards using it, and their perceived enjoyment of using it. Managers who wish to employ TBSS should therefore first obtain a good understanding of the factors that drive their customers' attitude towards the self-service. They should investigate how to make the self-service more enjoyable in addition to focusing on the traditional usability and usefulness-enhancing features. Recommendations for future research are also provided.

Subject headings

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

TEKNIK OCH TEKNOLOGIER  -- Annan teknik -- Övrig annan teknik (hsv//swe)

ENGINEERING AND TECHNOLOGY  -- Other Engineering and Technologies -- Other Engineering and Technologies not elsewhere specified (hsv//eng)

Keyword

Technology acceptance model

Customer acceptance

Technology-based self-service

Företagsekonomi

Business administration

Entreprenörskap och innovation

Publication and Content Type

ref (subject category)

art (subject category)