Service organizations introduce self-service technologies to their customers to reduce cost and realize efficiency gains. However, for service organizations to realize such benefits, the customers must use the SSTs provided. Results from prior studies are too diverse to derive a proper set of relevant factors that must be considered in this regard. A meta-analysis was conducted and the findings of prior studies that have investigated factors influencing the customers’ intentions to use SSTs were synthesized. 13 factors directly influencing the customers’ intentions to use SSTs were identified from 26 prior studies. The meta-analysis provides the following contributions. First, SSTs must be designed and marketed according to the customers’ familiarity with their usage. Second, the resources that are required from the customers must be considered when designing SSTs. Third, customers should not be forced to use SSTs. The research findings offer practical advice on how to design and market SSTs.
Baer, Florian and Leyer, Michael, "Identifying the Factors influencing Self-Service Technology Usage Intention – A Meta-Analysis" (2018). PACIS 2018 Proceedings. 144.