Purpose – The present study aims at developing an integrated model designed to predict and explain the various factors that influence customers' behavioral intentions to use or not to use one particular SST, i.e. ATM services. Design/methodology/approach – A list of households in a...

The goal of this research was to investigate how service process fit and facilitating conditions affect usage behavior of SSTs. In this study, we formulated a technology usage model from the perspective of the TAM and customer value, and we collected check-in kiosk usage samples from the Taiwan...

Failures in the use of self-service technology are not only a source of dissatisfaction; often, they also trigger negative emotions of anger and helplessness. Drawing on the appraisal theories of emotion, I argue that these emotions have distinct effects on customers’ post-purchase reactions...