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.
Li, Eldon Y. and Hsieh, Jui-Shan, "From Intention to Use: A Longitudinal Investigation on Customer Readiness and Facilitating Conditions for Self-Service Technology" (2010). ICEB 2010 Proceedings. 4.