The impact of social presence on technology based self-service use: The role of familiarity

Services Marketing Quarterly

Volumn 30, Issue 3, 2009, Pages 303-314

  Kinard, Brian R ^a   Capella, Michael L ^b   Kinard, Jerry L ^c  

^a UNIVERSITY OF NORTH CAROLINA WILMINGTON   (United States)

^b VILLANOVA UNIVERSITY   (United States)

^c WESTERN CAROLINA UNIVERSITY   (United States)

Author keywords

Familiarity; Service; Social presence; Technology

Indexed keywords

EID: 70449119445     PISSN: 15332969     EISSN: 15332977     Source Type: Journal    
DOI: 10.1080/15332960902993593     Document Type: Article

References (22)

1. Alba, J. & Hutchinson, J. W. (1987). Dimensions of consumer expertise. Journal of Consumer Research, 13, 411-454.
2. Argo, J., Dahl, D., & Manchanda, R. (2005). The influence of a mere social presence in a retail context. Journal of Consumer Research, 32, 207-212.
3. Bateson, J. E. (1985). Self-service customer: An exploratory study. Journal of Retailing, 61 (3), 49-76.
4. Baumeister, R. & Leary, M. (1995). The need to belong: Desire for interpersonal attachments as a fundamental human motivation. Psychological Bulletin, 117, 497-529.
5. Bobbitt, M. & Dabholkar, P. A. (2001). Integrating attitudinal theories to understand and predict use of technology-based self-service. International Journal of Service Industry Management, 12 (5), 423-450.
6. Bozinoff, L. (1981). A script theoretic approach to information processing: An energy conservation application. A. A. Mitchell (Ed.) In Advances in consumer research, 9 (1), Ann Arbor, MI: Association for Consumer Research; 481-486.
7. Curran, J., Meuter, M., & Surprenant, C. (2003). Intentions to use self-service technologies: A confluence of multiple attitudes. Journal of Service Research, 5, 209-224.
8. Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13, 29-51.
9. Dabholkar, P. A. & Bagozzi, R. P. (2002). An attitudinal model of technology based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30, 184-201.
10. Dahl, D., Manchanda, R., & Argo, J. (2001). Embarrassment in consumer purchase: The roles of social presence and purchase familiarity. Journal of Consumer Research, 28, 473-481.
11. Edelmann, R. (1981). Embarrassment: The state of research. Current Psychological Reviews, 1, 125-138.
12. Ellen, P. S., Bearden, W. O., & Sharma, S. (1991). Resistance to technological innovations: An examination of the role of self-efficacy and performance satisfaction. Journal of the Academy of Marketing Science, 19, 297-307.
13. Elliott, K. M. & Hall, M. C. (2005). Assessing consumers' propensity to embrace self-service technologies: Are there gender differences? Marketing Management Journal, 15, 98-107.
14. Festinger, L., Schachter, S., & Black, K. (1950). Social pressures in informal groups: A study of a housing community. Palo Alto, CA: Stanford University Press.
15. IHL Group (2008). Customer self-service transactions to surpass $1.7 trillion by 2012. Retrieved May 26, 2009 from http:==www. ihlservices.com=ihl=press details. cfm?PressReleaseID=628filename=press.cfm
16. Jackson, J. & Latane, B. (1981). All alone in front of all those people: Stage fright as a function of number and type of co-performers and audience. Journal of Personality and Social Psychology, 40, 73-85.
17. Latane, B. (1981). The psychology of social impact. American Psychiatrist, 36 (4), 343-356.
18. Meuter, M. L., Bitner, M. J., Ostrom, A. L., & Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69 (2), 61-83.
19. Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. L. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56, 899-906.
20. Meuter, M. L., Ostrom, A. L., Roundtree, R. L., & Bitner, M. J. (2000). Self service technologies: Understanding customer satisfaction with technological-based service encounters. Journal of Marketing, 64 (3), 50-64.
21. Miller, R. & Leary, M. (1992). Social sources and interactive functions of emotion: The case of embarrassment. M. S. Clark (Ed.) In Emotion and social behavior, Newbury Park, CA: Sage; 202-221.
22. Venkatesh, V. & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46, 186-204.