TY  - JOUR
AB  - A new literature is emerging around the role of self‐service technologies (SSTs) such as airline ticketing machines, automatic teller machines, and computer‐based shopping services in the strategic offering of service providers. SSTs allow (or force) consumers to help produce their own service encounters via machine interaction rather than by interacting with a firm’s service personnel. Firms which introduce SSTs wish to gain rapid acceptance and usage of these technologies by potential consumers. This study investigates whether the provision of more personal control to consumers can reduce their perceived risk, enhance the perceived value of the SST, and induce greater adoption intention associated with the innovation. Propositions are tested using an experiment. Multiple analysis of covariance and follow‐up tests either fully or partially supported 11 out of 12 hypotheses. A set of managerial implications and recommendations is provided.
VL  - 16
IS  - 6
SN  - 0887-6045
DO  - 10.1108/08876040210443418
UR  - https://doi.org/10.1108/08876040210443418
AU  - Lee Jungki
AU  - Allaway Arthur
PY  - 2002
Y1  - 2002/01/01
TI  - Effects of personal control on adoption of self‐service technology innovations
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 553
EP  - 572
Y2  - 2024/04/17
ER  -