Studies have put forward numerous factors explaining Self-Service Technology (SST) usage, but neglected the influence of the current situation (status quo) an individual encounters. We integrate the status quo concept in an extended Technology Acceptance Model together with perceived risk and trust. Results indicate that status quo satisfaction has an ambivalent influence on behavioral intention to use SSTs. Despite the adoption-promoting impact of status quo satisfaction by boosting trust, the adoption-inhibiting effects dominate. In sum, the strong negative total effect underpins the role of status quo satisfaction as a major barrier for SST adoption. Thus, a successful SST introduction not only depends on pushing the new service option but also on highlighting the disadvantages of the traditional service.
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Dieser Eintrag ist Teil der Universitätsbibliographie.
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