| Article ID: | iaor20113371 |
| Volume: | 8 |
| Issue: | 3 |
| Start Page Number: | 305 |
| End Page Number: | 321 |
| Publication Date: | Mar 2011 |
| Journal: | International Journal of Services and Operations Management |
| Authors: | Yang Mark, Park Kihyun |
| Keywords: | customer relationship management, service industry |
With the exponential rise of the technological advances, service firms adopt Self‐Service Technologies (SSTs) as their innovative weapons to create value. Much research has focused on customers' perspectives of adopting SSTs, i.e., determinants of SST adoption, attitudes and intentions toward use. Yet, studies on organisational adoption of SST, its post‐adoption usage, and its organisational impact have been little explored. This paper conceptually explores the determinants of SST adoption and its post‐usage impact from a focal company perspective considering the nomological network of SST adoption. Implications as well as future research opportunities are provided.