The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies
Abstract
Recent years have witnessed increased use of self-service technologies (SSTs) across the services sector, which has dramatically changed the nature of the service delivery process. Although an abundance of research has investigated how customers evaluate a new SST and what drives the initial adoption, little is known about how customers interact with, and adapt to, an SST after their first experience. Thus, this study focuses on the dynamic and...
Paper Details
Title
The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies
Published Date
Jan 23, 2013
Journal
Volume
16
Issue
3
Pages
400 - 414
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