The role of voice design features in effective self-service technologies

Jiayun Wu, Sherry L. Lotz

Research output: Contribution to journalArticle

Abstract

This study aims to advance the understanding of effective self-service technologies (SSTs) in an ever increasing technologymediated environment. The study hypothesizes a positive relationship between the voice design features (i.e., ease of voice) and customers' voice intention. This relationship is also mediated by customers' interface evaluation of SSTs. The study also evaluates how customers' likelihood of successful voice outcome moderates the relationship between customers' interface evaluation and voice intention. Hypotheses are proposed to be tested by using a computer-based online shopping experiment and a questionnaire given to college students.

Original languageEnglish (US)
Pages (from-to)892-893
Number of pages2
JournalAdvances in Consumer Research
Volume36
StatePublished - Dec 1 2009

ASJC Scopus subject areas

  • Applied Psychology
  • Economics and Econometrics
  • Marketing

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