Self Service
IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
By
M.S. Southern Illinois University Carbondale, 2003 B.S. Srinakharinwirot University, 1999
PR EV
A Dissertation Submitted in Partial Fulfillment of the Requirements for the Doctor of Philosophy Degree
Department of Management in the Graduate School Southern Illinois University Carbondale May 2008
IE
Kiattisak Phongkusolchit
W
3310993 Copyright 2008 by Phongkusolchit, Kiattisak All rights reserved
PR EV
2008
IE
3310993
W
Copyright by Kiattisak Phongkusolchit, 2007
PR EV
All Rights Reserved
IE
W
DISSERTATION APPROVAL IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
By Kiattisak Phongkusolchit
A Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of
PR EV
Doctor of Philosophy
in the field of Business Administration
Approved by:
Dr. Gregory White, Chair Dr. Peter Mykytyn Dr. Steven Karau Dr. Lisabeth DiLalla Dr. Roger Chang
Graduate School Southern Illinois University Carbondale August 7, 2007
IE
W
AN ABSTRACT OF THE DISSERTATION OF Kiattisak Phongkusolchit, for the Doctor of Philosophy degree in Business Administration, presented on August 7, 2007 at Southern Illinois University Carbondale TITLE: IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
MAJOR PROFESSOR: Dr. Gregory White Recently, self-service technologies (SST), technological interfaces that allow customers to act as a producer and a consumer of services without direct communication with an organization’s employees, have drawn attention from practitioners. While many organizations have
By
M.S. Southern Illinois University Carbondale, 2003 B.S. Srinakharinwirot University, 1999
PR EV
A Dissertation Submitted in Partial Fulfillment of the Requirements for the Doctor of Philosophy Degree
Department of Management in the Graduate School Southern Illinois University Carbondale May 2008
IE
Kiattisak Phongkusolchit
W
3310993 Copyright 2008 by Phongkusolchit, Kiattisak All rights reserved
PR EV
2008
IE
3310993
W
Copyright by Kiattisak Phongkusolchit, 2007
PR EV
All Rights Reserved
IE
W
DISSERTATION APPROVAL IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
By Kiattisak Phongkusolchit
A Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of
PR EV
Doctor of Philosophy
in the field of Business Administration
Approved by:
Dr. Gregory White, Chair Dr. Peter Mykytyn Dr. Steven Karau Dr. Lisabeth DiLalla Dr. Roger Chang
Graduate School Southern Illinois University Carbondale August 7, 2007
IE
W
AN ABSTRACT OF THE DISSERTATION OF Kiattisak Phongkusolchit, for the Doctor of Philosophy degree in Business Administration, presented on August 7, 2007 at Southern Illinois University Carbondale TITLE: IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
MAJOR PROFESSOR: Dr. Gregory White Recently, self-service technologies (SST), technological interfaces that allow customers to act as a producer and a consumer of services without direct communication with an organization’s employees, have drawn attention from practitioners. While many organizations have
References: CHAPTER 1 INTRODUCTION “Service firms are no longer “cottage” industries, with a service firm taking the top spot in the Fortune 500 for the first time in 2002, and 245 of the Fortune 500 comprised of service firms in 2004” (Boyer & Metters, 2004, p part of today’s competitive business environment. A special issue in service strategy and of service (Bartholomew, 2002) Self-service Technologies customers to act as a producer and a consumer of services without direct communication with an organization’s employees (Meuter, Ostrom, Bitner, & Roundtree, 2003)