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題 名 | 消費者對網際網路自助服務技術接受度之研究=A Study of the Consumer's Technology Acceptance on Web-Based Self-Service |
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作 者 | 顏永森; | 書刊名 | 資訊管理展望 |
卷 期 | 8:2 民95.12 |
頁 次 | 頁109-130 |
分類號 | 448.6 |
關鍵詞 | 網際網路自助服務; 技術接受模型; 合理行動理論; 服務品質; Web-based self-service; WBSS; Technology acceptance model; TAM; Theory of reasoned action; TRA; Service quality; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究主要目的在於探討網際網路自助服務對消費者技術接受度的影響,自助服務不斷地改變企業與顧客的互動方式,創造出服務的成果。在過去學術文獻中,大部份都強調人際間動態的服務,但對於藉由技術所發展的自助傳送方式與顧客互動則並不多見。本研究係以質性研究方法,訪問五家網路公司,並且與116位關鍵消費者進行深度訪談,本文發現網站自助服務與消費者對技術接受度的關係,結論可作為未來發展新自助服務的參考。 |
英文摘要 | The purpose of this study is to identify factors influencing customer’s technology acceptance on web-based self-services. Self-services are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. This study used qualitative research methodology to investigate five firms supporting self-service systems of web sites, and conducted an in-depth interview with 116 critical customers who have transaction experiences. We explored the relationships between the web-based self-services and customer’s technology acceptance. The results obtained may be helpful for web sites in developing new self-service technology. |
本系統中英文摘要資訊取自各篇刊載內容。