IDEAS home Printed from https://ideas.repec.org/a/taf/tbitxx/v38y2019i8p820-832.html
   My bibliography  Save this article

Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance

Author

Listed:
  • Wenting Feng
  • Rungting Tu
  • Tim Lu
  • Zhimin Zhou

Abstract

With the rapid development of artificial intelligence, information system, and mobile technologies, some companies (e.g. airlines) consider fully replacing service employees with self-service technologies (SSTs) to cut down costs and to increase efficiency. However, replacing full services with SSTs sometimes fail to deliver the benefits companies have hoped for: users may feel that they are being forced to use SSTs and show resistance to the new technologies. To investigate why users show resistance, we draw inferences from psychological reactance theory and argue that users may perceive the forced adoption as a threat, which leads to resistance of SSTs. A conceptual model was developed and an empirical study was conducted. The results show that, under a forced situation, users are likely to perceive the forced adoption as a threat to their freedom, causing them to have negative emotions and perceptions towards the SSTs, and, in turn, their adoption intention decreases and switch intention increases. The findings provide insights on why users show resistance to SSTs and highlight the impacts of the motivational state of psychological reactance.

Suggested Citation

  • Wenting Feng & Rungting Tu & Tim Lu & Zhimin Zhou, 2019. "Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance," Behaviour and Information Technology, Taylor & Francis Journals, vol. 38(8), pages 820-832, August.
    • Handle: RePEc:taf:tbitxx:v:38:y:2019:i:8:p:820-832
    DOI: 10.1080/0144929X.2018.1557745
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/0144929X.2018.1557745
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/0144929X.2018.1557745?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Park, Jungkun & Yun, Jeewoo & Chang, Woondeog, 2024. "Intention to adopt services by AI avatar: A protection motivation theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:tbitxx:v:38:y:2019:i:8:p:820-832. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/tbit .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.