Title: Self-Service Technologies (SSTs): determinants of adoption and its post-usage outcomes from a focal company perspective

Authors: Mark Yang, Ki-hyun Park

Addresses: Department of Information, Operations and Technology Management, University of Toledo, 2801 W. Bancroft St. Toledo, Ohio, 436060, USA. ' Department of Information, Operations and Technology Management, University of Toledo, 2801 W. Bancroft St. Toledo, Ohio, 436060, USA

Abstract: With the exponential rise of the technological advances, service firms adopt Self-Service Technologies (SSTs) as their innovative weapons to create value. Much research has focused on customers| perspectives of adopting SSTs, i.e., determinants of SST adoption, attitudes and intentions toward use. Yet, studies on organisational adoption of SST, its post-adoption usage, and its organisational impact have been little explored. This paper conceptually explores the determinants of SST adoption and its post-usage impact from a focal company perspective considering the nomological network of SST adoption. Implications as well as future research opportunities are provided.

Keywords: SSTs; self-service technologies; innovation; RBV; resource-based view; value creation; adoption determinants; post-usage outcomes; company perspectives; focal perspectives; technological advances; service industries; innovative weapons; customer perspectives; customer attitudes; customer intentions; organisational adoption; organisational impact; post-adoption usage; nomological networks; technology; organisation; environment; TOE frameworks; services management; operations management; global businesses; globalisation.

DOI: 10.1504/IJSOM.2011.038974

International Journal of Services and Operations Management, 2011 Vol.8 No.3, pp.305 - 321

Published online: 11 Mar 2015 *

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