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This paper aims to use the Model of Goal-Directed Behavior (MGB) to examine the factors affecting consumers’ continued use of emerging technology-based self-services (TBSSs) with credence qualities. Professional services, which traditionally require specialized knowledge and high levels of interpersonal interaction to produce owing to their credence qualities, are increasingly delivered via self-service technologies. Health services delivered via mobile devices, for example, facilitate self-care without direct involvement from health professionals.

A mental health service delivered via the Internet and mobile phone, myCompass, was selected as the research context. Twenty interviews were conducted with users of myCompass and the data were thematically analyzed.

The findings of the study showcase the unique determinants of consumers’ continued use of TBSSs with credence qualities relative to the more routine services which have been the focus of extant research. The findings further provide support for the utility of the MGB in explaining service continuance, although the importance of distinguishing between extrinsic and intrinsic motivational components of behavioral desire and capturing the impact of social influence beyond subjective norms is also highlighted.

This study contributes to recent research examining differences in consumer responses across TBSSs and behavioral loyalty to these services. It also provides empirical evidence for broadening and deepening the MGB within this behavioral domain.

Employ—Ability is a charity promoting employment opportunities for disabled and disadvantaged people in Harlow and the surrounding area. Phil Edwards describes how use of the cognitive behaviourial PAThS programme has helped many people with mental health problems find and hold down a job.

Travel bursaries enable staff to visit centres of excellence in order to study practice that is different or innovative. This study tour enabled visitors to study the practice in Provincial Forensic Assessment Units, Remand Centres and Prisons, in Alberta and Saskatchewan, Canada.

The purpose of this paper is to look back since the first edition of what was then Women in Management Review as a way of looking forward to suggest a future potential.

The paper draws on some historical work on issues central to the literature and practices associated with women/gender in management. It also draws on feminist theories to outline what the author calls “testings” – theoretical, conceptual and activist challenges – to some of that early thinking.

The paper emphasises the importance of differentiating women in order to understand the complexity of inequalities, and white middle class women's part in reproducing inequality. In addition, the different theoretical turns have emphasised the multiple and intersecting sources of discrimination – economic, cultural, psychosocial, social, linguistic and ideological.

The paper offers insights into gender in management, histories and futures.

This study aims to employ the Model of Goal-Directed Behaviour (MGB) to examine the consumer acceptance of technology-based self-service (TBSS) for a credence service instrumental to a social goal. Credence services are increasingly delivered via self-service technology and in social marketing, the achievement of social goals can be contingent on consumer acceptance of these services. However, little is known about the determinants of acceptance and extant marketing literature fails to account for emotional and goal influences which are likely to be important.

The authors interviewed 30 young adults with self-reported stress, anxiety or depression as potential users of a self-help mental health service delivered via mobile phone. The data were analysed deductively and inductively with the assistance of NVivo.

The findings generally support using the MGB to enhance understanding of consumers' acceptance of TBSS. The paper also found evidence of the importance of maintenance self-efficacy, the self-evaluation of the ability to continue using the service, and a previously ignored element of consumer level competition that arises between alternatives that achieve the same goal.

This study is the first to examine factors that influence consumers' acceptance of TBSS for credence services aimed at achieving a social goal. It builds on understanding of consumer decision making in social marketing, particularly the influence of self-efficacy and competition. It also contributes to attitudinal research by providing initial evidence for deepening and broadening the MGB in the context of TBSSs.