Personal Judgments and Emotional Reactions towards Online based Self-Service Technologies

Galdolage, B.S.

dc.contributor.author	Galdolage, B.S.
dc.date.accessioned	2022-08-09T06:49:44Z
dc.date.available	2022-08-09T06:49:44Z
dc.date.issued	2021-07-22
dc.identifier.issn	2773-6857
dc.identifier.uri	http://repo.lib.sab.ac.lk:8080/xmlui/handle/susl/2336
dc.description.abstract	Currently Self-Service Technologies (SSTs) become prominent in many service transactions. However, customer reactions towards SSTs may vary according to their personal evaluation of its suitability. Although tremendous growth is visible in practice, there has been a little exploration of consumer reactions towards SSTs in academic research. Thus, this study aims at identifying customers’ personal judgements and emotional reactions towards SSTs. Based on the inductive approach, qualitative inquiries with semi-structured interviews were carried out with 25 individuals. Data were analyzed using thematic analysis approach and found five emotional reactions and nine personal judgements which individuals differently bear for SSTs. These findings will provide insights for SST providers on understanding what customers feel about SSTs and how should these be changed to enhance customer acceptance of SSTs.	en_US
dc.language.iso	en	en_US
dc.publisher	Faculty of Management Studies - Sabaragamuwa University of Sri Lanka	en_US
dc.subject	Self-Service Technologies	en_US
dc.subject	Emotional Reactions	en_US
dc.subject	Customer Acceptance	en_US
dc.subject	Personal Judgements	en_US
dc.title	Personal Judgments and Emotional Reactions towards Online based Self-Service Technologies	en_US
dc.type	Article	en_US