Dimensions of telecare services are analyzed and contrasted those to theories of behavioural intention. Factors influencing innovation adoption are derived from target group specific factors and telecare features as well. We provide results of an empirical study which interlinks users' characteristics, technology and intention to adopt technology based services. We examine customers above 55 years regarding their physical, psychological and cognitive limitations. The central objective is to assess how these differences influence the potential usage of telecare services. Mail survey was conducted in a medium-sized city to collect data. The target population was bit over 9,000 persons of which randomized sample were gathered. Total 556 usable responses were obtained for analysis. The results indicate that adoption behavior of individuals differs amongst potential telecare users. Indeed, the behavioral patterns do not stay constant over time. Therefore, understanding context of use has particular importance at the design phase of telecare services.
The influence of digitalisation on service experiences requires new capabilities from customers. In particular, the computer-mediated interaction affects accessibility into self-services. Thus, we posed the following research question: does ability to use a computer influence the need for direct person-to-person interaction in services? The study is based on a postal survey conducted in southeastern Finland. Data were collected using a random sample of N = 3,000 people ranging from 60 to 90 years of age. A total of 1,121 valid responses were received. The data were slightly biased towards respondents who are coping well. We employed structural equation modelling with a multi-group moderation approach in the analysis.The findings indicate that satisfaction is related to routines in the service process.ability to perform the requisite role in the service process influences their preference for human interaction. Interestingly, the value of human interaction is driven by expected abilities, whereas physical restrictions have a minor influence. We contribute to the literature explaining co-creation in computer-mediated services by applying human behaviour models to assess the c value expectations.
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