Self-service technology adoption : a cognitive perspective
Publication details: Hyderabad IUP Publications 2024Edition: Vol.20(4), DecDescription: 7-25pSubject(s): Online resources: In: IUP journal of information technologySummary: Self-service technology (SST) is an inevitable application that firms frequently employ to transact with customers in all fields of life. This technology poses a real challenge to customers who are rather new to digital applications. The major difficulty in using this technology stems from the psychological processes of cognition, and related intra-individual subsystems like affectivity and motivation. The paper analyzes the nature of the cognitive structures and processes of the client that either facilitates or inhibits the use of SST. The methodology used to find out the cognitive structures and processes is analyzing the secondary data from extant literature. The specific pattern of information processing, structure of the schemata and scripts determine the client behavior in SST adoption.| Item type | Current library | Status | Barcode | |
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Articles Abstract Database
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School of Engineering & Technology Archieval Section | Not for loan | 2025-1299 |
Self-service technology (SST) is an inevitable application that firms frequently employ to transact with customers in all fields of life. This technology poses a real challenge to customers who are rather new to digital applications. The major difficulty in using this technology stems from the psychological processes of cognition, and related intra-individual subsystems like affectivity and motivation. The paper analyzes the nature of the cognitive structures and processes of the client that either facilitates or inhibits the use of SST. The methodology used to find out the cognitive structures and processes is analyzing the secondary data from extant literature. The specific pattern of information processing, structure of the schemata and scripts determine the client behavior in SST adoption.
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