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Receptivity to Self-Service Technology (SST): A Research Overview and the Way Forward

Gad Mohsen, Marwa (2016) Receptivity to Self-Service Technology (SST): A Research Overview and the Way Forward. In: European Marketing Academy (EMAC) Conference, 24th - 27th May, 2016, BI Norweigan Business School, Oslo. (Submitted)

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Abstract

In a digital era characterised by the need for efficiency and value, self-service technology rises as a delivery interface offered by public and private sector service providers. With the assumption of a win-win situation for both the provider and customers who can ‘do it themselves’ online/offsite and offline/onsite, stereotypes arise concerning antecedents for positive receptivity and impediments in adopting SSTs. The present paper offers a literature-based discussion of some of the existing and emerging perspectives in this domain; it delivers a contextual review of studies conducted, highlights controversial viewpoints that need to be reconsidered, and suggests future research themes that can make use of the emergent digital sources in data collection and analysis. The purpose is to spark future research on the extent to which SST is a champion for different service types, and to systematically study the customer profile to be targeted for its optimal use in value co-creation.

Item Type: Conference or Workshop Item (Paper)
Additional Information:

Conference theme: Marketing in the Age of Data
The full-text of this paper will be available following the conference in May 2016.

Uncontrolled Keywords: self-service technology, ageing, technology acceptance
Subjects: T Technology > T Technology (General)
Divisions: Academic Departments > Worcester Business School
Related URLs:
Depositing User: Janet Davidson
Date Deposited: 12 Apr 2016 12:17
Last Modified: 28 May 2016 01:00
URI: https://eprints.worc.ac.uk/id/eprint/4306

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