Technology‐enabled service delivery

TLDR

Technology-enabled service delivery can benefit both customers and providers, yet its use can also disenfranchise customers, so operational benefits must be weighed against customer perceptions and behavior. Our research aims to illuminate why customers adopt or reject technology-facilitated service delivery and to develop a predictive model of adoption or rejection. Preliminary results indicate that adoption or rejection of technology-facilitated services is moderated by individuals' personal capacity and willingness.

Abstract

The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.