Intentions to Use Self-Service Technologies: A Confluence of Multiple Attitudes

By J. Curran, M. Meuter, Carol F. Surprenant. 2003

440 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/19177652956c3c50d473fe199981c98f29573ba0

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Understanding Consumer Adoption of Internet Banking: An Interpretive Study in the Australian Banking Context (2006, background): “Consumer intentions to use self-service technologies (such as internet banking) have been shown to be influenced by multiple hierarchies of consumer attitudes (Curran et al., 2003) which we were interested in understanding.”
The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies (2013, background): “Ease of use, enjoyment, control, attitude, and need for interaction are important determinants Meuter et al. (2000) Various Critical incident technique There are three categories of satisfying SST incidents and four categories of dissatisfying SST incidents Selnes and Hansen (2001) ATMs Telephone ba”
The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, background): “More specifically, providers of TBSs typically struggle with achieving a critical mass of TBS users (Curran et al. 2003).”
Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005, background): “…and willingness of customers as predictors of adoption (Walker et al. 2002), and others have investigated customers’ attitudes toward the technology as a means to predict behavioral intentions (Curran, Meuter, and Surprenant 2003; Dabholkar and Bagozzi 2002; Plouffe, Vandenbosch, and Hulland 2001).”
Designing Multi-Interface Service Experiences (2008, background): “…of technology into services has created many opportunities for developing new offerings, but to take full advantage of these capabilities, technology and customer perspectives must be completely integrated into service design and management (Curran, Meuter, and Suprenant 2003; Meuter et al. 2000).”
Determining Consumer Satisfaction and Commitment Through Self-Service Technology and Personal Service Usage (2006, background): “There have been a number of calls for further investigation into the impact of SST on the service encounter, and in particular its impact on consumer retention (Curran et al. 2003; Meuter et al. 2000).”
Self‐service technology adoption: comparing three technologies (2005, result): “Other research has also demonstrated that consumers can have distinguishable attitudes toward SSTs (Curran et al., 2003).”
The role of post‐training self‐efficacy in customers' use of self service technologies (2008, background): “Despite these benefits, some consumers consider SSTs threatening ( Curran et al. , 2003”
A Technology Readiness-Based Taxonomy of Customers (2004, background): “Curran, Meuter, and Surprenant (2003) have also found that overall attitude toward self-service technologies (SSTs) is related to intention to use automated teller machines (ATMs), automated phone banking, and online banking.”
Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic (2020, neutral): “lationships, difficulties in setting up service recovery tactics in the event of service failure, the loss of upselling opportunities, and human staff resenting the technology, as it may be perceived as job-threatening (Bitner, 2001; Curran et al., 2003).”