NDLI: Examining the influence of control and convenience in a self-service setting

Content Provider	Springer Nature Link
Author	Collier, Joel E. Sherrell, Daniel L.
Copyright Year	2009
Abstract	The constructs of perceived control and convenience have been identified in previous qualitative studies of self-service technology (SST) use as important factors; yet empirically their effects are relatively unknown. Based on the theory of planned behavior, this study explores how control and convenience perceptions influence customers’ utilitarian (speed of transaction) and hedonic (exploration) motivations for using an SST. In addition, we explore how trust in a service provider influences customers’ future SST intentions. Two studies were undertaken to assess both users and nonusers’ evaluations of an SST. The results revealed that perceived control and convenience do impact the intentions of customers to use an SST in the future; however, their impact was mediated through the constructs of speed of transaction, exploration, and trust. Increased control and convenience perceptions influenced exploration, trust and speed evaluations, which in turn were associated with stronger perceived value, higher SST satisfaction judgments, and increased SST usage intentions. Managerial implications stemming from the empirical findings are discussed along with directions for future research.
Starting Page	490
Ending Page	509
Page Count	20
File Format	PDF
ISSN	00920703
Journal	Journal of the Academy of Marketing Science
Volume Number	38
Issue Number	4
e-ISSN	15527824
Language	English
Publisher	Springer US
Publisher Date	2009-11-10
Publisher Institution	Academy of Marketing Science
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Self-service technology Control Trust Convenience Exploration Social Sciences Marketing Business/Management Science
Content Type	Text
Resource Type	Article
Subject	Business and International Management Economics and Econometrics Marketing

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

SERVCON: development and validation of a multidimensional service convenience scale

Examining the effect of salesperson service behavior in a competitive context

Technology infusion in service encounters

Self-service technology effectiveness: the role of design features and individual traits

Corporate social responsibility: attributions, loyalty, and the mediating role of trust

An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors

Fundamentals of service science

Examining collaborative supply chain service technologies: a study of intensity, relationships, and resources

Cultivating service brand equity

Examining the influence of control and convenience in a self-service setting

Similar Documents

SERVCON: development and validation of a multidimensional service convenience scale

Examining the effect of salesperson service behavior in a competitive context

Technology infusion in service encounters

Self-service technology effectiveness: the role of design features and individual traits

Corporate social responsibility: attributions, loyalty, and the mediating role of trust

An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors

Fundamentals of service science

Examining collaborative supply chain service technologies: a study of intensity, relationships, and resources

Cultivating service brand equity

Examining the influence of control and convenience in a self-service setting