From Intention to Use: A Longitudinal Investigation on Customer Readiness and Facilitating Conditions for Self-Service Technology

Authors

Eldon Y. Li, Department of Management Information Systems, College of Commerce, National Chengchi University, TaiwanFollow
Jui-Shan Hsieh, Department of Management Information Systems, College of Commerce, National Chengchi University, TaiwanFollow

Document Type

Article

Abstract

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.

Recommended Citation

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 (Shanghai, China). 4.
https://aisel.aisnet.org/iceb2010/4