Technology‐enabled service delivery: An investigation of reasons affecting customer adoption and rejection
By Rhett H. Walker Margaret Craig-Lees Robert Hecker Heathe Francis. 2002
350 citations recorded by the source corpus.
Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/b952c6c8202cb776ffdc4411ad124720980daa12
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Information Systems and Management
- M. Meuter
- Mary Jo Bitner
- Amy L. Ostrom
- Stephen W. Brown
- Tommi Laukkanen
- V. Kiviniemi
- A. Parasuraman
- Jiun-Sheng Chris Lin
In Marketing
- V. Kiviniemi
- Mary Jo Bitner
- Tommi Laukkanen
- Stephen W. Brown
- M. Meuter
- A. Parasuraman
- Dhruv Grewal
- C. Colby
In Organizational Behavior and Human Resource Management
- M. Meuter
- Mary Jo Bitner
- Stephen W. Brown
- Amy L. Ostrom
- V. Kiviniemi
- Tommi Laukkanen
- A. Parasuraman
- Jiun-Sheng Chris Lin
Citations in the corpus
- Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005, background): “Similarly, some researchers have explored the capacity 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…”
- The role of information in mobile banking resistance (2010, background): “For example, if there is a desire or sensed need for personal contact, willingness to adopt technology-enabled service delivery is lower (Walker et al., 2002).”
- Factors Influencing the Acceptance of Self-Service Technologies (2016, neutral): “SST research has used IDT to investigate consumer acceptance behavior, although less frequently than other theories (Walker et al. 2002).”