Thechnological Readiness and the Evaluation and Adoption of Self-Service Technologies

V.M. Liljander*, F. Gillberg, J. Gummerus, A.C.R. van Riel

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review


As companies struggle to persuade their customers to adopt new self-service technologies (ssts), it has become increasingly important to understand the factors affecting customers’ attitudes towards these ssts and their adoption behaviour. Technology readiness (tr), i.e. The customer's mental readiness to accept new technologies, has been proposed as such a factor. Tr comprises four dimensions: innovativeness, optimism, discomfort and insecurity. This article investigates the effects of tr on customers’ (1) attitudes towards using sst for airline check-in, (2) adoption of self-service check-in, and (3) evaluations of a new self-service check-in on the internet, in terms of perceived service quality, satisfaction and loyalty. An empirical study was conducted among loyalty program customers of a european airline, having access to internet check-in. Data were collected with online and traditional mail surveys, resulting in 1258 usable responses. Analysis of the data revealed that only optimism and innovativeness formed unique individual dimensions. Furthermore, tr had surprisingly little impact on customer attitudes towards sst, on adoption behaviour, and on sst evaluations. Optimism explained consumer behaviour towards ssts best, whereas innovativeness had only a marginal effect on attitudes towards using the internet or a mobile phone to check-in. The article concludes with a discussion of the validity of the tr construct and suggestions for future research. Managerial implications are provided.
Original languageEnglish
Pages (from-to)177-191
JournalJournal of Retailing and Consumer Services
Issue number3
Publication statusPublished - 1 Jan 2006


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