Effects of personal control on adoption of self-service technology innovations

Journal of Services Marketing

Volumn 16, Issue 6, 2002, Pages 553-572

  Lee, Jungki ^a   Allaway, Arthur ^b  

^a ALABAMA A AND M UNIVERSITY   (United States)

^b UNIVERSITY OF ALABAMA   (United States)

Author keywords

Customer requirements; Self service; Service delivery system; Technology

Indexed keywords

EID: 84986042647     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040210443418     Document Type: Article

References (53)

1. Anderson, J. and Gerbing, D. (1988), “Structural equation modeling in practice: a review and recommended two-step approach”, Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
2. Averill, J. (1973), “Personal control over aversive stimuli and its relationship to stress”, Psychological Bulletin, Vol. 80 No. 4, pp. 286-303.
3. Bateson, J. (1985), “Self-service consumer: an exploratory study”, Journal of Retailing, Vol. 61 No. 3, pp. 49-76.
4. Bauer, R. (1960), “Consumer behavior as risk taking”, in Hancock, R. (Ed.), Dynamic Marketing for a Changing World, American Marketing Association, Chicago, IL, pp. 389-98.
5. Berry, L. (1987), “Big ideas in services marketing”, Journal of Services Marketing, Vol. 1 No. 1, pp. 5-9.
6. Bettman, J. (1973), “Perceived risk and its components: a model and empirical test”, Journal of Marketing Research, Vol. 10, May, pp. 184-90.
7. Bolton, R. and Drew, J. (1991), “A multistage model of customers’ assessments of service quality and value”, Journal of Consumer Research, Vol. 17, March, pp. 375-84.
8. Brown, S. and Meuter, M. (2000), “Technology infusion in service encounters”, Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 138-49.
9. Calder, B., Phillips, L. and Tybout, A. (1981), “Designing research for application”, Journal of Consumer Research, Vol. 8, September, pp. 197-207.
10. Chang, T. and Wildt, A. (1994), “Price, product information, and purchase intention: an empirical study”, Journal of the Academy of Marketing Science, Vol. 22 No. 1, pp. 16-27.
11. Clark, K. (2000), “Confused about kiosks”, Chain Store Age, Vol. 76 No. 11, pp. 96-101.
12. Dabholkar, P. (1994), “Technology-based service delivery: a classification scheme for developing marketing strategies”, in Swartz, T., Bowen, D. and Brown, S. (Eds), Advances in Services Marketing and Management, Vol. 3, JAI Press, Greenwich, CT, pp. 241-71.
13. Dabholkar, P. (1996), “Consumer evaluations in new technology-based self-service options: an investigation of alternative models of service quality”, International Journal of Research in Marketing, Vol. 13 No. 1, pp. 29-51.
14. Darby, M. and Karni, E. (1973), “Free competition and the optimal amount of fraud”, Journal of Law and Economics, Vol. 16, April, pp. 67-86.
15. Dickerson, M. and Gentry, J. (1983), “Characteristics of adopters and non-adopters of home computers”, Journal of Consumer Research, Vol. 10, September, pp. 225-35.
16. Dodds, W. and Monroe, K. (1985), “The effect of brand and price information on subjective product evaluations”, in Hirschman, E. and Holbrook, M. (Eds), Advances in Consumer Research, Association for Consumer Research, Provo, UT, pp. 85-90.
17. Dodds, W. and Monroe, K. and Grewal, D. (1991), “Effects of price, brand, and store information on buyer's product evaluations”, Journal of Marketing Research, Vol. 28, August, pp. 307-19.
18. Dowling, G. (1986), “Perceived risk: the concept and its measurement”, Psychology and Marketing, Vol. 3, Fall, pp. 193-210.
19. Fisk, R., Brown, S. and Bitner, M. (1993), “Tracking the evolution of the services marketing literature”, Journal of Retailing, Vol. 69 No. 1, pp. 61-103.
20. Grewal, D., Gotlieb, J. and Marmorstein, H. (1994), “The moderating effects of message framing and source credibility on the price-perceived risk relationship”, Journal of Consumer Research, Vol. 21, June, pp. 145-53.
21. Hair, F., Anderson, R., Tatham, L. and Black, W. (1995), Multivariate Data Analysis with Readings, 4th ed., Macmillan Publishing, New York, NY.
22. Hill, T., Smith, D. and Mann, M. (1987), “Role of efficacy expectations in predicting the decision to use advanced technologies: the case of computers”, Journal of Applied Psychology, Vol. 72 No. 2, pp. 307-13.
23. Hirschman, E. (1980), “Innovativeness, novelty seeking and consumer creativity”, Journal of Consumer Research, Vol. 7, December, pp. 289-95.
24. Horksey, D. and Simon, L. (1983), “Advertising and the diffusion of new products”, Marketing Science, Vol. 2, Winter, pp. 1-17.
25. Jacoby, J. and Kaplan, L. (1972), “The components of perceived risk”, in Venkatesan, M. (Ed.), Third Annual Conference of the Association for Consumer Research Proceedings, Association for Consumer Research, College Park, MD, pp. 382-93.
26. Kennedy, J. and Bush, A. (1985), An Introduction to the Design and Analysis of Experiments in Behavioral Research, University Press of America, New York, NY.
27. Kirk, R. (1982), Experimental Design: Procedures for the Behavioral Sciences, Brooks/Cole Publishing, Belmont, CA.
28. Labay, D. and Kinnear, C. (1981), “Exploring the consumer decision process in the adoption of solar energy systems”, Journal of Consumer Research, Vol. 8, December, pp. 271-8.
29. Lacey, H. (1979), “Control, perceived control, and the methodological role of cognitive constructs”, in Perlmuter, L. and Monty, R. (Eds), Choice and Perceived Control, Lawrence Erlbaum Associates, Hillsdale, NJ.
30. Langeard, E., Bateson, J., Lovelock, C. and Eiglier, P. (1981), Services Marketing: New Insights from Consumer and Managers, Report No. 81-104, Marketing Science Institute, Cambridge, MA.
31. Langer, E. and Saegert, S. (1977), “Crowding and cognitive control”, Journal of Personality and Social Psychology, Vol. 35, pp. 175-82.
32. Lovelock, C. (1983), “Classifying services to gain strategic marketing insights”, Journal of Marketing, Vol. 47, Summer, pp. 9-20.
33. Moon, Y. and Frei, F. (2000), “Exploding the self-service myth”, Harvard Business Review, Vol. 78, May/June, pp. 26-7.
34. Meuter, M., Ostrom, A., Roundtree, R. and Bitner, M. (2000), “Self-service technologies: understanding customer satisfaction with technology-based service encounters”, Journal of Marketing, Vol. 64, July, pp. 50-64.
35. Murray, K. and Schlacter, J. (1990), “The impact of services versus goods on consumer assessment of perceived risk and variability”, Journal of the Academy of Marketing Science, Vol. 18 No. 1, pp. 51-65.
36. Naisbitt, J. (1985), Megatrends: Ten Directions Transforming Our Lives, Warner Books, New York, NY.
37. Peter, J. and Tarpey, L. Sr (1975), “A comparative analysis of three consumer decision strategies”, Journal of Consumer Research, Vol. 2, June, pp. 29-37.
38. Pine, J. (1993), Mass Customization: The New Frontier in Business Competition, Harvard Business School Press, Boston, MA.
39. Prentice-Dunn, S. (1982), “A test of the differential self-awareness theory of deindividuation in aggression”, doctoral dissertation, University of Alabama, Dissertation Abstracts International, Vol. 42, p. 3876B.
40. Ram, S. and Sheth, J. (1989), “Consumer resistance to innovations: the marketing problem and its solutions”, Journal of Consumer Marketing, Vol. 6, Spring, pp. 5-14.
41. Rathmell, J. (1974), Marketing in the Services Sector, Winthrop, Cambridge, MA.
42. Rodin, J., Rennert, K. and Solomon, S. (1980), “Intrinsic motivation for control: fact or fiction”, in Baum, A. and Singer, J. (Eds), Advances in Environmental Psychology: Volume 2. Applications of Personal Control, Lawrence Erlbaum Associates, Hillsdale, NJ.
43. Rogers, E. (1983), Diffusion of Innovations, The Free Press, New York, NY.
44. Sethi, V. and King, W. (1994), “Development of measures to assess the extent to which an information technology application provides competitive advantage”, Management Science, Vol. 40, December, pp. 1601-27.
45. Shoemaker, R. and Shoaf, F. (1975), “Behavioral changes in the trial of new products”, Journal of Consumer Research, Vol. 2, September, pp. 104-9.
46. Spreng, R. and Olshavsky, R. (1993), “A desires congruency model of consumer satisfaction”, Journal of Academy of Marketing Science, Vol. 21 No. 3, pp. 169-77.
47. Srinivasan, N. and Ratchford, B. (1991), “An empirical test of a model of external search for automobiles”, Journal of Consumer Research, Vol. 18, September, pp. 233-42.
48. Stevens, J. (1992), Applied Multivariate Statistics for the Social Science, 2nd ed., Lawrence Erlbaum Associates, Hillsdale, NJ.
49. Tetrick, L. and LaRocco, J. (1987), “Understanding, prediction, and control as moderators of the relationships between perceived stress, satisfaction, and psychological well-being”, Journal of Applied Psychology, Vol. 72 No. 4, pp. 538-43.
50. Venkatraman, N. (1989), “Strategic orientation of business enterprise: the construct, dimensionality, and measurement”, Management Science, Vol. 35 No. 8, pp. 942-62.
51. Zeithaml, V. (1981), “How consumer evaluation processes differ between goods and services”, in Donnelly, J.H.J. and George, W. (Eds), Marketing of Services, American Marketing Association, Chicago, IL, pp. 186-90.
52. Zeithaml, V. (1988), “Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52, July, pp. 2-22.
53. Zeithaml, V., Parasuraman, A. and Berry, L.L. (1985), “Problems and strategies in services marketing”, Journal of Marketing, Vol. 49, Spring, pp. 33-46.