Understanding the Role of Emotion in Self-Service Technology Adoption: A Structured Abstract

Recent advances in technology have given organizations the opportunity to provide self-service through the medium of technology, and accordingly, the provision of these technology-based services has increased in the last decade (Holman & Buzek, 2007; Lee et al., 2010). Providing consumers with the opportunity for self-service allows organizations to reduce the number of staff members needed to provide a service to customers (Meuter et al., 2000). This allows organizations to speed up a service while maintaining costs, or to maintain speed while reducing costs. Importantly though, when providing these self-service options, organizations must ensure that standards of service are maintained in…