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Integrating attitudinal theories to understand and predict use of technology‐based self‐service The Internet as an illustration

Integrating attitudinal theories to understand and predict use of technology‐based self‐service... Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a comprehensive conceptual framework that incorporates several well‐known attitudinal theories to explain the pivotal role of attitudes in influencing intentions and behavior related to technology‐based self‐service. The framework makes it possible to understand and predict better consumer decisions related to using technology‐based self‐service by thoroughly examining underlying consumer attitudes. Uses the Internet to illustrate how our framework can be applied to study consumer behavior related to a specific technology‐based self‐service. Draws on insights from the extant literature on technology‐based self‐service and also incorporates the many unique characteristics of the Internet that have implications for theory. Discusses practical implications of our model for marketers and provides directions for future research on technology‐based self‐service in general and the Internet in particular. With its integrative approach to theory, also contributes to the attitudinal literature. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Integrating attitudinal theories to understand and predict use of technology‐based self‐service The Internet as an illustration

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References (66)

Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/EUM0000000006092
Publisher site
See Article on Publisher Site

Abstract

Technology‐based self‐service is growing at a tremendous rate all over the world, but a strong unifying theory to understand this form of service is lacking. Proposes a comprehensive conceptual framework that incorporates several well‐known attitudinal theories to explain the pivotal role of attitudes in influencing intentions and behavior related to technology‐based self‐service. The framework makes it possible to understand and predict better consumer decisions related to using technology‐based self‐service by thoroughly examining underlying consumer attitudes. Uses the Internet to illustrate how our framework can be applied to study consumer behavior related to a specific technology‐based self‐service. Draws on insights from the extant literature on technology‐based self‐service and also incorporates the many unique characteristics of the Internet that have implications for theory. Discusses practical implications of our model for marketers and provides directions for future research on technology‐based self‐service in general and the Internet in particular. With its integrative approach to theory, also contributes to the attitudinal literature.

Journal

International Journal of Service Industry Management – Emerald Publishing

Published: Dec 1, 2001

Keywords: Technology; Self‐service; Internet; Consumer attitudes; Situational analysis

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