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Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection

journal contribution
posted on 2023-05-16, 13:56 authored by Walker, RH, Craig-Lees, M, Hecker, R, Francis, H
The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.

History

Publication title

International Journal of Service Industry Management

Volume

13

Pagination

91-106

ISSN

0956-4233

Department/School

TSBE

Publisher

Emerald

Place of publication

England

Repository Status

  • Restricted

Socio-economic Objectives

Marketing

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    University Of Tasmania

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