The determinants of consumer attitudes and intentions toward technology-based customer interfaces used in service delivery: An empirical investigation
Abstract
There is perhaps no more sensitive area in business into which a technology can be introduced than as the interface between the company and its customers. Little work has been done to study the impact of the implementation of customer-used technologies and the effects that they may have on a consumer's decisions to deal with the company and the technology. This study attempts to identify beliefs about technologies that determine whether or not the customer will choose to adopt or ignore a company's technology-based customer interface. ^ A review of the marketing, management, management science, and psychology literature yielded a number of beliefs that can be salient to the adoption process for these customer-used technologies. These beliefs have been organized, along with associated attitudes, into a hypothesized process model. ^ The context chosen for this work is banking, due to that industry's use of several technologies in dealing with its customers and the availability of some of the technologies for an extensive period of time. This context allowed for data to be collected for three different technologies used to provide similar services in one industry and compare the results of customer beliefs and attitudes for the different technologies. ^ Data was collected from 628 adult bank customers. The original process model was subdivided to accommodate software limitations and five series of process models were developed and analyzed. The results showed that the belief structure influencing attitudes toward the technologies varies with the technologies and that multiple attitudes converge to influence consumers' intentions to use technology-based interfaces. ^
Subject Area
Business Administration, Marketing
Recommended Citation
James M Curran,
"The determinants of consumer attitudes and intentions toward technology-based customer interfaces used in service delivery: An empirical investigation"
(1999).
Dissertations and Master's Theses (Campus Access).
Paper AAI9945196.
http://digitalcommons.uri.edu/dissertations/AAI9945196