Understanding how technology paradoxes affect customer satisfaction with self-service technology

The role of performance ambiguity and trust in technology

Devon Johnson, Fleura Bardhi, Dan T. Dunn

Research output: Contribution to journalArticleResearchpeer-review

72 Citations (Scopus)

Abstract

This study examines the role of consumer technology paradoxes within the context of self-service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in this context: control/chaos, fulfill needs/create needs, and freedom/enslavement. The study reveals further that the effects of these paradoxes on customer satisfaction are mediated by consumer performance ambiguity and consumer trust in technology. Theoretical and managerial implications of consumer paradoxical experiences for technology-based services are discussed.

Original languageEnglish
Pages (from-to)416-443
Number of pages28
JournalPsychology and Marketing
Volume25
Issue number5
DOIs
StatePublished - 1 May 2008

Fingerprint

Technology
Slavery
Customer satisfaction
Self-service technology
Paradox
Surveys and Questionnaires
Consumer Behavior
Chaos control
Consumer experience
Online banking
Consumer trust
Evaluation
Survey data

Cite this

@article{1a17e45982124fa1929833a8696392b8,
title = "Understanding how technology paradoxes affect customer satisfaction with self-service technology: The role of performance ambiguity and trust in technology",
abstract = "This study examines the role of consumer technology paradoxes within the context of self-service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in this context: control/chaos, fulfill needs/create needs, and freedom/enslavement. The study reveals further that the effects of these paradoxes on customer satisfaction are mediated by consumer performance ambiguity and consumer trust in technology. Theoretical and managerial implications of consumer paradoxical experiences for technology-based services are discussed.",
author = "Devon Johnson and Fleura Bardhi and Dunn, {Dan T.}",
year = "2008",
month = "5",
day = "1",
doi = "10.1002/mar.20218",
language = "English",
volume = "25",
pages = "416--443",
journal = "Psychology and Marketing",
issn = "0742-6046",
publisher = "Wiley-Liss Inc.",
number = "5",

}

Understanding how technology paradoxes affect customer satisfaction with self-service technology : The role of performance ambiguity and trust in technology. / Johnson, Devon; Bardhi, Fleura; Dunn, Dan T.

In: Psychology and Marketing, Vol. 25, No. 5, 01.05.2008, p. 416-443.

Research output: Contribution to journalArticleResearchpeer-review

TY - JOUR

T1 - Understanding how technology paradoxes affect customer satisfaction with self-service technology

T2 - The role of performance ambiguity and trust in technology

AU - Johnson, Devon

AU - Bardhi, Fleura

AU - Dunn, Dan T.

PY - 2008/5/1

Y1 - 2008/5/1

N2 - This study examines the role of consumer technology paradoxes within the context of self-service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in this context: control/chaos, fulfill needs/create needs, and freedom/enslavement. The study reveals further that the effects of these paradoxes on customer satisfaction are mediated by consumer performance ambiguity and consumer trust in technology. Theoretical and managerial implications of consumer paradoxical experiences for technology-based services are discussed.

AB - This study examines the role of consumer technology paradoxes within the context of self-service technology and the routes by which these paradoxes influence customer satisfaction evaluation. Analysis of survey data from online banking customers indicates that three paradoxes operate in this context: control/chaos, fulfill needs/create needs, and freedom/enslavement. The study reveals further that the effects of these paradoxes on customer satisfaction are mediated by consumer performance ambiguity and consumer trust in technology. Theoretical and managerial implications of consumer paradoxical experiences for technology-based services are discussed.

UR - http://www.scopus.com/inward/record.url?scp=49049085476&partnerID=8YFLogxK

U2 - 10.1002/mar.20218

DO - 10.1002/mar.20218

M3 - Article

VL - 25

SP - 416

EP - 443

JO - Psychology and Marketing

JF - Psychology and Marketing

SN - 0742-6046

IS - 5

ER -