Self-Service Technologies (SSTs): determinants of adoption and its post-usage outcomes from a focal company perspective. (1st January 2011)

• Record Type: Journal Article
• Authors: Yang, Mark; Park, Ki-hyun
• Is Part Of: International journal of services and operations management. Volume 8:Number 3(2011)
• Page Start: 305
• Page End: 321
• Publication Date: 2011-01-01
• Subjects: SSTs -- self-service technologies -- adoption of innovation -- post adoption usage -- TOE framework -- RBV -- resource-based view -- value creation; Production management -- Periodicals; 658.5005
• DOI: 10.1504/IJSOM.2011.038974
• Languages: English
• ISSNs: 1744-2370

Abstract

With the exponential rise of the technological advances, service firms adopt Self-Service Technologies (SSTs) as their innovative weapons to create value. Much research has focused on customers' perspectives of adopting SSTs, i.e., determinants of SST adoption, attitudes and intentions toward use. Yet, studies on organisational adoption of SST, its post-adoption usage, and its organisational impact have been little explored. This paper conceptually explores the determinants of SST adoption and its post-usage impact from a focal company perspective considering the nomological network of SST adoption. Implications as well as future research opportunities are provided.