TY - JOUR
T1 - Exploring self-service technology adoption
T2 - Case of airline check in
AU - Kupeli, Birgul
AU - Salman, Gulberk Gultekin
AU - Karaosmanoglu, Elif
AU - Daim, Tugrul
N1 - Publisher Copyright:
© 2024 Elsevier Ltd
PY - 2024/6
Y1 - 2024/6
N2 - The main purpose of this research is to understand the antecedent conditions affecting customers' attitude formation, leading to behavioral intention to co-produce through online check-in. In doing so, this study argues that co-production, even in its simplest form, constitutes a three-pronged interaction. It is argued that trying to understand the process solely from the customer's perspective is insufficient without considering the qualities of the co-production partner and the factors related to the co-produced offering. Therefore, this study examines factors linked to the customer (travelers who have completed online check-in), the company (the airline), and the co-produced offering (the online check-in experience). Furthermore, customers' tangible resources have been included in the study to understand the effect of operand resources on the process. The results of 1095 questionnaires suggest that antecedents related to the co-produced offering and co-production partner are even stronger determinants than those of customers. Moreover, when forming attitudes towards co-production in an airline setting through self-check-in, operand resources of the customer, which have been overlooked in empirical studies, emerge as the predominant factor.
AB - The main purpose of this research is to understand the antecedent conditions affecting customers' attitude formation, leading to behavioral intention to co-produce through online check-in. In doing so, this study argues that co-production, even in its simplest form, constitutes a three-pronged interaction. It is argued that trying to understand the process solely from the customer's perspective is insufficient without considering the qualities of the co-production partner and the factors related to the co-produced offering. Therefore, this study examines factors linked to the customer (travelers who have completed online check-in), the company (the airline), and the co-produced offering (the online check-in experience). Furthermore, customers' tangible resources have been included in the study to understand the effect of operand resources on the process. The results of 1095 questionnaires suggest that antecedents related to the co-produced offering and co-production partner are even stronger determinants than those of customers. Moreover, when forming attitudes towards co-production in an airline setting through self-check-in, operand resources of the customer, which have been overlooked in empirical studies, emerge as the predominant factor.
KW - Airlines
KW - Co-production
KW - Self service technology
KW - Technology adoption
UR - http://www.scopus.com/inward/record.url?scp=85191175683&partnerID=8YFLogxK
U2 - 10.1016/j.techsoc.2024.102558
DO - 10.1016/j.techsoc.2024.102558
M3 - Article
AN - SCOPUS:85191175683
SN - 0160-791X
VL - 77
JO - Technology in Society
JF - Technology in Society
M1 - 102558
ER -