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dc.contributor.author
Wünderlich, Nancy V.
dc.contributor.author
von Wangenheim, Florian
dc.contributor.author
Bitner, Mary Jo
dc.date.accessioned
2022-08-29T13:46:49Z
dc.date.available
2022-08-29T13:42:38Z
dc.date.available
2022-08-29T13:46:49Z
dc.date.issued
2013-02
dc.identifier.issn
1094-6705
dc.identifier.issn
1552-7379
dc.identifier.other
10.1177/1094670512448413
en_US
dc.identifier.uri
http://hdl.handle.net/20.500.11850/567308
dc.description.abstract
Smart interactive services, in contrast with other technology-based services, require significant human-to-human interaction and collaboration in addition to the service provided by the embedded technology itself. The authors’ foundational Delphi study confirms smart interactive services (e.g., remote diagnosis, remote repair of equipment, and telemedicine) are a rapidly growing innovation category across industries. Yet, gaining user acceptance of these types of services presents a significant challenge for managers. To address this challenge, the authors employ a grounded theory approach, drawing on depth interviews, to develop a framework of barriers and facilitators to users’ attitudinal and behavioral responses to smart interactive services. The findings reveal a new set of beliefs that are critical in this context. These beliefs are tied to the human element and specifically pertain to beliefs about the “service counterpart (SC),” who is the provider’s employee controlling the technology. Control, trustworthiness, and collaboration beliefs emerge jointly as important and interrelated influencers tied to the SC. Contrary to conventional wisdom that focuses on features of the technology itself to gain user acceptance, this research encourages providers to emphasize the interpersonal elements of the service by providing control cues, raising social presence, and enhancing human trust mechanisms.
en_US
dc.language.iso
en
en_US
dc.publisher
SAGE
en_US
dc.subject
Service technology
en_US
dc.subject
Technology-mediated service
en_US
dc.subject
Service counterpart
en_US
dc.subject
Smart service
en_US
dc.subject
Remote service
en_US
dc.subject
Technology adoption
en_US
dc.title
High Tech and High Touch A Framework for Understanding User Attitudes and Behaviours Related to Smart Interacitve Services
en_US
dc.type
Journal Article
dc.date.published
2012-06-11
ethz.journal.title
Journal of Service Research
ethz.journal.volume
16
en_US
ethz.journal.issue
1
en_US
ethz.journal.abbreviated
J. Serv. Res.
ethz.pages.start
3
en_US
ethz.pages.end
20
en_US
ethz.publication.place
Thousand Oaks, CA
en_US
ethz.publication.status
published
en_US
ethz.leitzahl
ETH Zürich::00002 - ETH Zürich::00012 - Lehre und Forschung::00007 - Departemente::02120 - Dep. Management, Technologie und Ökon. / Dep. of Management, Technology, and Ec.::03995 - von Wangenheim, Florian / von Wangenheim, Florian
en_US
ethz.leitzahl
ETH Zürich::00002 - ETH Zürich::00012 - Lehre und Forschung::00007 - Departemente::02120 - Dep. Management, Technologie und Ökon. / Dep. of Management, Technology, and Ec.::02810 - Infrastruktur D-MTEC
en_US
ethz.leitzahl.certified
ETH Zürich::00002 - ETH Zürich::00012 - Lehre und Forschung::00007 - Departemente::02120 - Dep. Management, Technologie und Ökon. / Dep. of Management, Technology, and Ec.::03995 - von Wangenheim, Florian / von Wangenheim, Florian
ethz.date.deposited
2017-06-11T00:30:56Z
ethz.source
ECIT
ethz.identifier.importid
imp593652a98ad4f21877
ethz.identifier.importid
imp5936513ba405184471
ethz.ecitpid
pub:148200
ethz.ecitpid
pub:118673
ethz.eth
yes
en_US
ethz.availability
Metadata only
en_US
ethz.rosetta.installDate
2022-08-29T13:42:47Z
ethz.rosetta.lastUpdated
2023-02-07T05:49:27Z
ethz.rosetta.versionExported
true
dc.identifier.olduri
http://hdl.handle.net/20.500.11850/164166
dc.identifier.olduri
http://hdl.handle.net/20.500.11850/75070
ethz.COinS
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