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

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WOS被引频次:20
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成果类型:
期刊论文
作者:
Liu, Shunzhong*
通讯作者:
Liu, Shunzhong
作者机构:
[Liu, SZ] Cent China Normal Univ, Sch Econ, Wuhan 430079, Hubei, Peoples R China.
[Liu, Shunzhong] Cent China Normal Univ, Sch Econ, 152 Luoyu Rd, Wuhan 430079, Hubei, Peoples R China.
通讯机构:
[Liu, Shunzhong] Cent China Normal Univ, Sch Econ, 152 Luoyu Rd, Wuhan 430079, Hubei, Peoples R China.
语种:
英文
关键词:
Forced use;Technology anxiety;Technology trust;Satisfaction;Behavioral intentions;Self-service technology
期刊:
Computers in Human Behavior
ISSN:
0747-5632
年:
2012
卷:
28
期:
4
页码:
1194-1201
文献类别:
WOS:Article;EI:Journal article (JA)
所属学科:
ESI学科类别:精神病学/心理学;WOS学科类别:Psychology, Experimental;Psychology, Multidisciplinary
入藏号:
WOS:000304518000014;EI:20121814984794
机构署名:
本校为第一且通讯机构
院系归属:
经济与工商管理学院
摘要:
Drawing upon researches in marketing and psychology, the present investigation examines empirically the intermediate psychological process that would explain how and why forced use affects satisfaction and behavioral intentions with self-service technologies. A non-internet self-service technology setting serviced as the study context. This study tested the research model and relevant hypotheses with survey responses collected from 290 users of self-service technology in China. Results indicate that technology anxiety and technology trust are the two intermediate psychological constructs through which forced use affects satisfaction and behavioral intentions with self-service technologies. This paper sheds some additional light on the relationship among forced use, technology anxiety, technology trust, customer satisfaction, and behavioral intentions in self-service technology setting. ©2012 Elsevier Ltd. All rights reserved.
参考文献:
Anderson EW, 2004, J MARKETING, V68, P172, DOI 10.1509/jmkg.68.4.172.42723
ANDERSON JC, 1990, J MARKETING, V54, P42, DOI 10.2307/1252172
ANDERSON JC, 1988, PSYCHOL BULL, V103, P411, DOI 10.1037//0033-2909.103.3.411
AVERILL JR, 1973, PSYCHOL BULL, V80, P286, DOI 10.1037/h0034845
Avlonitis GJ, 2001, J PROD INNOVAT MANAG, V18, P324, DOI 10.1016/S0737-6782(01)00102-3

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