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Self-service technology effectiveness: the role of design features and individual traits

✍ Scribed by Zhen Zhu; Cheryl Nakata; K. Sivakumar; Dhruv Grewal

Book ID
107496735
Publisher
Sage Publications
Year
2007
Tongue
English
Weight
372 KB
Volume
35
Category
Article
ISSN
0092-0703

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## Abstract This study examines the role of consumer technology paradoxes within the context of self‐service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in