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Determinants of Self-Service Acceptance: A Proposed Model
Luleå tekniska högskola.
Luleå tekniska högskola.
Leeds university.
2008 (English)In: Proceedings of the Academy of Marketing Annual Conference: Reflective Marketing in a Material World : 8-10 July 2008, Aberdeen Scotland, The Gatehouse Design , 2008Conference paper, Published paper (Refereed)
Abstract [en]

Self-service facilities are nowadays widely implemented in the service industry and their rate of usage is steadily increasing, it is therefore critical to understand the nature of the value customers place on self-service and how they decide on their use of self-service options. In light of this, the current paper extends the Technology Acceptance Model (TAM) by merging self-service attributes in order to develop and test a self-service acceptance model (SSAM). The proposed model has been tested on data from 277 customers of a university library that has recently employed self-service technologies. The findings indicate that the SSAM fits the empirical data well and that intention to use self-service is an ultimate function of the customers' perceived usefulness of the service, attitude towards using it, and their perceived enjoyment of the self-service feature in question. Based on the study results, recommendations for managers and future research are also provided.

Place, publisher, year, edition, pages
The Gatehouse Design , 2008.
Series
The Gatehouse Design, ISSN 978-1-901085945
National Category
Economics and Business
Research subject
Economy, Marketing
Identifiers
URN: urn:nbn:se:lnu:diva-16167ISBN: 978-1-901085945 (print)OAI: oai:DiVA.org:lnu-16167DiVA, id: diva2:465718
Conference
the Academy of Marketing Annual Conference : Reflective Marketing in a Material World : 8-10 July 2008, Aberdeen Scotland
Available from: 2011-12-15 Created: 2011-12-15 Last updated: 2013-06-28Bibliographically approved

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Oghazi, PejvakMostaghel, Rana

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf