| dc.description.abstract | Self-service technologies (SSTs) are largely introduced and promoted to replace
traditional service encounters and researchers have been investigating the influencers
of SST adoption. This paper incorporates the fresh perspective of customer perceived
value and trust beliefs of service provider with technology acceptance model and then
proposes a conceptual model. An empirical study is conducted to test the model and
study the SST adoption in digital post service context. Six benefits and seven risks of
digital post service are identified based on literature review and the characteristics of
digital post service, and, together with the three trust dimensions, their influences on
SST adoption are tested in the survey. The data collected in the survey is validated and
analyzed to detect the relationships between benefits, risks, trust beliefs and SST
adoption. Three benefits and two risks are proven to have significant influence on
attitude toward using digital post service. Integrity of service provider is also found to
positively influence consumers’ attitude. Besides, attitude toward using digital post
service is a solid predictor of their intention to use the SST. Lastly the theoretical and
managerial implications from the results are given as well as the suggestions for future
research. | nb_NO |
