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Title: From intention to use: A longitudinal investigation on customer readiness and facilitating conditions for self-service technology
Authors: Li, Eldon Y.;Hsieh, Jui Shan
Contributors: 資管系
Keywords: This research explores the relationship between intention and actual usage of self-service technology (SST), and investigates the effects of facilitating conditions and customer readiness on customer adoption of SST. To analyze the longitudinal effect, a two-stage survey was conducted and lasted for seven months. As it is well known that behavior intention does not necessary lead to actual behavior, our findings offer proactive strategies to service providers in turning intention into actual usage. Implications for practitioners are provided and several limitations are discussed.
Date: 2010
Issue Date: 2015-06-29 17:50:18 (UTC+8)
Relation: Proceedings of the International Conference on Electronic Business (ICEB), 2010, Pages 111-120, 10th International Conference on Electronic Business - Service-Oriented E-Business, ICEB 2010; Shanghai; China; 1 December 2010 到 4 December 2010; 代碼 95368
Data Type: conference
DOI 連結: Customer readiness; Facilitating conditions; Longitudinal effect; Service provider; Theory of Planned Behavior; Theory of reasoned action; Electronic commerce; Sales
Appears in Collections:[資訊管理學系] 會議論文

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