Many firms have introduced Internet-based customer self-service applications such as online payments or brokerage services. Despite high initial sign-up rates, not all customers actually shift their dealings online. We investigate whether the multistage nature of the adoption process (an...

Online applications and services automate communications andtransactions between rms and consumers, promising large efficiencygains. However, consumers have been slow to use these onlinetechnologies intensively, despite widespread adoption of the internet.Customers frequently undergo a staggered...