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

Citation

Walker, RH and Craig-Lees, M and Hecker, R and Francis, H, Technology-enabled service delivery: An investigation of reasons affecting customer adoption and rejection, International Journal of Service Industry Management, 13, (1) pp. 91-106. ISSN 0956-4233 (2002) [Refereed Article]

DOI: doi:10.1108/09564230210421173

Abstract

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.

Item Details

Item Type:Refereed Article
Research Division:Commerce, Management, Tourism and Services
Research Group:Marketing
Research Field:Marketing not elsewhere classified
Objective Division:Economic Framework
Objective Group:Management and Productivity
Objective Field:Marketing
Author:Hecker, R (Dr Rob Hecker)
Author:Francis, H (Ms Heather Francis)
ID Code:25588
Year Published:2002
Web of Science® Times Cited:96
Deposited By:Management
Deposited On:2002-08-01
Last Modified:2003-05-21
Downloads:0

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