Cetto, Alexandra, Klier, Julia and Klier, Mathias (2015) Why should I do it myself`? Hedonic and utilitarian motivations of customers' intention to use self-service technologies. In: 23rd European Conference on Information Systems (ECIS 2015), Münster, Germany.
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Abstract
Customer self-service technologies (SST) have been gaining increasing economic importance given their proliferation in the customer service industry. Self-service kiosks have gradually been replacing traditional service employees and their progress is expected to continue. The growing relevance of SST results in the need for companies to understand why customers are willing to use SST and which ...
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| Item type: | Conference or workshop item (Speech) |
|---|---|
| Date: | 2015 |
| Institutions: | Business, Economics and Information Systems > Institut für Wirtschaftsinformatik > Alumni or Retired Professors > Professur für Wirtschaftsinformatik - Qualitätsmanagement und Qualitätssicherung (Prof. Dr. Mathias Klier) |
| Keywords: | Self-service technology, Repeat use intention, Utilitarian value, Hedonic value |
| Dewey Decimal Classification: | 000 Computer science, information & general works > 004 Computer science |
| Status: | Published |
| Refereed: | Yes, this version has been refereed |
| Created at the University of Regensburg: | Yes |
| Item ID: | 31849 |
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