To do or not to do: the dilemma of technology‐based service improvement

Timmor, Yaron; Rymon, Talia

doi:10.1108/08876040710737868

Cited by 35 publications

(35 citation statements)

References 42 publications

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“…Our study mirrors the results of previous scholars which are ease of use (Curran & Meuter, 2005;Timmor & Rymon, 2007) and usefulness (Lin et al, 2007;Walker & Johnson, 2006) that were found to be among the main factors of consumer intention to adopt SST. This shows that the constructs are empirically reliable and valid where it explains the various types of technology adoption in numerous economies (countries) and in different context (multiple industries).…”

Section: Discussionsupporting

confidence: 79%

Determining the Self-Service Technology Adoption in Saudi Arabia: A Multi-Industry Approach

Bakar¹

2014

IJMS

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This study investigates the adoption of self-service technologies (SST) among consumers in Saudi Arabia using the multi-industry approach. Unlike the majority of previous studies which either focuses on a specific industry or a specific SST, this study looks at SST adoption across multiple industries and across various SST platforms. In addition, it proposes a new construct-"consumers seek values" comprising of time convenience, ease of use, usefulness, secure/privacy, autonomy, service ubiquity and enjoyment adopting the Technology Acceptance Model (TAM) as the research framework. The model includes consumer demographic characteristics which represents the exogenous variable while consumer adoption of SST as the endogenous variable. Based from a mall-intercept technique, a final usable sample comprises of 400 respondents was collected in four major cities in Saudi Arabia. This represents an effective response rate of 44%. The hypothesis was tested using SEM and WrapPLS to illustrate the relationship. The results showed that the proposed framework was significant.

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Section: Discussionsupporting

confidence: 79%

Determining the Self-Service Technology Adoption in Saudi Arabia: A Multi-Industry Approach

Bakar¹

2014

IJMS

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“…The use of students as participants is common in adoption research (for example, Hill et al, 1987;Lee and Allaway, 2002;Lim and Dubinsky, 2004;Timmor and Rymon, 2007). Furthermore, Keen (1999) found no difference in predicting consumer decisions regarding Internet use between students and mall shopper samples.…”

Section: Participantsmentioning

confidence: 96%

Being the same and different: A model explaining new product adoption

Timmor

Katz–Navon

2008

J of Consumer Behaviour

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The study suggests an alternative conceptualization for understanding adoption behavior over time, based on Optimal Distinctiveness Theory. This theory states that social identity derives from a fundamental tension between human needs for validation and similarity to others-the need for assimilation-and a countervailing need for uniqueness and individuation-the need for differentiation. The present study proposes that the effect of the size of the group of consumers who have already adopted a new product on an individual consumer's decision to adopt this product is contingent upon the consumer's two predispositions: the need for assimilation and the need for distinctiveness. Results of empirical research suggested that differently perceived subgroup sizes fulfill consumers' dual needs for distinctiveness and assimilation differently. The influence of the adopters' group size on a consumer's decision to adopt a new product varied among individuals with different levels of needs for distinctiveness and assimilation: when need for distinctiveness was low, the higher was the need for assimilation and the larger was the perceived group size, the higher was the probability of adopting the product. When the need for distinctiveness was high, the lower was the need for assimilation and the larger was the perceived group size, the lower was the probability of adopting the product. In addition, when the need for both distinctiveness and assimilation were high, the probability of adopting the product rose as the perceived group size increased. Implications for product variation, marketing communication, and target groups are discussed.

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“…Cronin et al, 2000), little attention has been given to customer satisfaction with service improvements (Timmor and Rymon, 2007). Since technology can enable increased levels of service through greater customization and flexibility , we expect customer satisfaction to be positively affected by service improvements reached, thanks to the technological solutions implemented by retailers.…”

Section: It In the Context Of Relational Marketingmentioning

confidence: 98%

“…To evaluate this aspect, it is essential to measure the effects of IT solutions on perceived quality and consumer satisfaction (Gurau and Ranchhod, 2002;Weinstein, 2002;Servera et al, 2006). Little attention, however, has been given to customer satisfaction with technology-based improvements and/or upgrading of existing services (Timmor and Rymon, 2007) and the differences across service activities (Drennan and McColl-Kennedy, 2003), even though both factors should be considered in investment decisions. In fact, several types of retailers analyzed in the literature present peculiarities (Berry and Barnes, 1987) that may make difficult the extrapolation some investment patterns to other retail activities.…”

Section: Introductionmentioning

confidence: 99%