TY  - JOUR
AB  - The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.
VL  - 13
IS  - 1
SN  - 0956-4233
DO  - 10.1108/09564230210421173
UR  - https://doi.org/10.1108/09564230210421173
AU  - Walker Rhett H.
AU  - Craig‐Lees Margaret
AU  - Hecker Robert
AU  - Francis Heather
PY  - 2002
Y1  - 2002/01/01
TI  - Technology‐enabled service delivery: An investigation of reasons affecting customer adoption and rejection
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 91
EP  - 106
Y2  - 2024/04/25
ER  -