{"id":"https://openalex.org/W2138796242","doi":"https://doi.org/10.1002/hfm.20253","title":"Assessing the effects of consumer involvement and service quality in a self-service setting","display_name":"Assessing the effects of consumer involvement and service quality in a self-service setting","publication_year":2011,"publication_date":"2011-02-08","ids":{"openalex":"https://openalex.org/W2138796242","doi":"https://doi.org/10.1002/hfm.20253","mag":"2138796242"},"language":"en","primary_location":{"id":"doi:10.1002/hfm.20253","doi":"https://doi.org/10.1002/hfm.20253","is_oa":false,"landing_page_url":"https://doi.org/10.1002/hfm.20253","pdf_url":null,"source":{"id":"https://openalex.org/S45498333","display_name":"Human Factors and Ergonomics in Manufacturing & Service Industries","issn_l":"1090-8471","issn":["1090-8471","1520-6564","2157-4650"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-c","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Human Factors and Ergonomics in Manufacturing &amp; Service Industries","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025254521","display_name":"Wan\u2010I Lee","orcid":"https://orcid.org/0000-0002-9564-0670","observed_orcids":["https://orcid.org/0000-0002-9564-0670"]},"institutions":[{"id":"https://openalex.org/I109289231","display_name":"National Kaohsiung First University of Science and Technology","ror":"https://ror.org/03858r716","country_code":"TW","type":"education","lineage":["https://openalex.org/I109289231","https://openalex.org/I4387154394"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Wan-I Lee","raw_affiliation_strings":["Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C","institution_ids":["https://openalex.org/I109289231"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5021529183","display_name":"Yen\u2010Ting Helena Chiu","orcid":"https://orcid.org/0000-0002-0284-6814","observed_orcids":["https://orcid.org/0000-0002-0284-6814"]},"institutions":[{"id":"https://openalex.org/I109289231","display_name":"National Kaohsiung First University of Science and Technology","ror":"https://ror.org/03858r716","country_code":"TW","type":"education","lineage":["https://openalex.org/I109289231","https://openalex.org/I4387154394"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yen Ting Chiu","raw_affiliation_strings":["Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C","institution_ids":["https://openalex.org/I109289231"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Chia-Chi Liu","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I109289231","display_name":"National Kaohsiung First University of Science and Technology","ror":"https://ror.org/03858r716","country_code":"TW","type":"education","lineage":["https://openalex.org/I109289231","https://openalex.org/I4387154394"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Chia-Chi Liu","raw_affiliation_strings":["Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C","institution_ids":["https://openalex.org/I109289231"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5022392707","display_name":"Chen-Yuan Chen","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I109289231","display_name":"National Kaohsiung First University of Science and Technology","ror":"https://ror.org/03858r716","country_code":"TW","type":"education","lineage":["https://openalex.org/I109289231","https://openalex.org/I4387154394"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Chen-Yuan Chen","raw_affiliation_strings":["Department & Graduate School of Computer Science, National Pingtung University of Education, Taiwan, R.O.C., and Doctoral Program in Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department & Graduate School of Computer Science, National Pingtung University of Education, Taiwan, R.O.C., and Doctoral Program in Management, National Kaohsiung First University of Science and Technology, Taiwan, R.O.C","institution_ids":["https://openalex.org/I109289231"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5022392707"],"corresponding_institution_ids":["https://openalex.org/I109289231"],"apc_list":{"value":3400,"currency":"USD","value_usd":3400},"apc_paid":null,"fwci":34.2197,"has_fulltext":false,"cited_by_count":62,"citation_normalized_percentile":{"value":0.99647275,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":"21","issue":"5","first_page":"504","last_page":"515"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14416","display_name":"Health, Technology, Consumer Behavior","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3605","display_name":"Health Information Management"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/consumer-involvement","display_name":"consumer involvement","score":0.8650000095367432},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9850000143051147},{"id":"https://openalex.org/keywords/self-service-technology","display_name":"self-service technology","score":0.8809999823570251},{"id":"https://openalex.org/keywords/technology-acceptance-model","display_name":"technology acceptance model","score":0.8299999833106995},{"id":"https://openalex.org/keywords/technology-adoption","display_name":"technology adoption","score":0.8550000190734863},{"id":"https://openalex.org/keywords/intention-to-use","display_name":"intention to use","score":0.9089999794960022},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.6430000066757202},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.8140000104904175}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.8576278686523438},{"id":"https://openalex.org/C2780586970","wikidata":"https://www.wikidata.org/wiki/Q1357284","display_name":"Popularity","level":2,"score":0.7603496313095093},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6694285869598389},{"id":"https://openalex.org/C2781256819","wikidata":"https://www.wikidata.org/wiki/Q16828835","display_name":"Antecedent (behavioral psychology)","level":2,"score":0.6190474033355713},{"id":"https://openalex.org/C2776185967","wikidata":"https://www.wikidata.org/wiki/Q112945","display_name":"Technology acceptance model","level":3,"score":0.6128714084625244},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6029126048088074},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5873898863792419},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.47858595848083496},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.4260270595550537},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.42373770475387573},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.42060843110084534},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.40963056683540344},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4068829417228699},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3410726487636566},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.24361342191696167},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.1674845814704895},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1002/hfm.20253","doi":"https://doi.org/10.1002/hfm.20253","is_oa":false,"landing_page_url":"https://doi.org/10.1002/hfm.20253","pdf_url":null,"source":{"id":"https://openalex.org/S45498333","display_name":"Human Factors and Ergonomics in Manufacturing & Service Industries","issn_l":"1090-8471","issn":["1090-8471","1520-6564","2157-4650"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","dongbi-c","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320595","host_organization_name":"Wiley","host_organization_lineage":["https://openalex.org/P4310320595"],"host_organization_lineage_names":["Wiley"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Human Factors and Ergonomics in Manufacturing &amp; Service Industries","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[{"id":"https://openalex.org/F4320321040","display_name":"National Science Council","ror":"https://ror.org/02kv4zf79"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":70,"referenced_works":["https://openalex.org/W131877270","https://openalex.org/W1484668315","https://openalex.org/W1491644571","https://openalex.org/W1499170180","https://openalex.org/W1558927404","https://openalex.org/W1689771227","https://openalex.org/W1791587663","https://openalex.org/W1968632832","https://openalex.org/W1969165312","https://openalex.org/W1970273132","https://openalex.org/W1971052900","https://openalex.org/W1977428247","https://openalex.org/W1979907230","https://openalex.org/W1981275809","https://openalex.org/W1983990142","https://openalex.org/W1987198869","https://openalex.org/W1993430493","https://openalex.org/W1994978625","https://openalex.org/W1998742137","https://openalex.org/W1999312927","https://openalex.org/W2005215882","https://openalex.org/W2007952098","https://openalex.org/W2009151226","https://openalex.org/W2010363080","https://openalex.org/W2012996767","https://openalex.org/W2016215833","https://openalex.org/W2018201949","https://openalex.org/W2018288346","https://openalex.org/W2023282656","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2029221340","https://openalex.org/W2029483732","https://openalex.org/W2033943395","https://openalex.org/W2034479802","https://openalex.org/W2038854433","https://openalex.org/W2039989858","https://openalex.org/W2040467573","https://openalex.org/W2042629033","https://openalex.org/W2044181659","https://openalex.org/W2046412137","https://openalex.org/W2046669440","https://openalex.org/W2047165500","https://openalex.org/W2053647052","https://openalex.org/W2056925853","https://openalex.org/W2063829831","https://openalex.org/W2070919816","https://openalex.org/W2078090496","https://openalex.org/W2079337383","https://openalex.org/W2082150070","https://openalex.org/W2083779327","https://openalex.org/W2092835950","https://openalex.org/W2093689187","https://openalex.org/W2100379340","https://openalex.org/W2106245422","https://openalex.org/W2112562395","https://openalex.org/W2114142752","https://openalex.org/W2121282361","https://openalex.org/W2126817509","https://openalex.org/W2146154597","https://openalex.org/W2150563888","https://openalex.org/W2157180068","https://openalex.org/W2316110746","https://openalex.org/W2408966816","https://openalex.org/W3037229824","https://openalex.org/W3199526393","https://openalex.org/W3214894495","https://openalex.org/W4235678817","https://openalex.org/W4244150987","https://openalex.org/W6920816880"],"related_works":["https://openalex.org/W2008001250","https://openalex.org/W2259610160","https://openalex.org/W2356358899","https://openalex.org/W3046113714","https://openalex.org/W3113889530","https://openalex.org/W1987522107","https://openalex.org/W7098872535","https://openalex.org/W2883232460","https://openalex.org/W2096160866","https://openalex.org/W2037752084"],"abstract_inverted_index":{"The":[0,61,97],"aim":[1],"of":[2,23,36,44,89,100,119,128,132,144,154,183,200],"this":[3,101],"study":[4,102,163,186],"is":[5,29,103],"to":[6,31,91,104,134,149],"assess":[7],"how":[8],"consumer":[9,65,95,109],"involvement":[10,66,110,129,176],"and":[11,50,111,130,136,168,177],"service":[12,78,112,178],"quality":[13,79,113,179],"within":[14],"the":[15,33,51,87,106,117,125,141,152,165,170],"Technology":[16],"Acceptance":[17],"Model":[18],"(TAM)":[19],"influence":[20,88],"consumers'":[21,181],"adoption":[22,118,182],"self-service":[24],"technologies":[25],"(SSTs).":[26],"A":[27,42],"model":[28,195],"proposed":[30],"test":[32],"antecedent":[34],"factors":[35],"SSTs":[37,93,133],"in":[38,115,157,180],"a":[39,68,193,197],"retail":[40],"environment.":[41],"total":[43],"441":[45],"valid":[46],"questionnaires":[47],"were":[48,53],"received,":[49],"data":[52],"examined":[54,151],"by":[55,84,191],"using":[56],"structural":[57],"equation":[58],"modeling":[59],"(SEM).":[60],"findings":[62],"show":[63],"that":[64,108],"has":[67],"significant":[69],"positive":[70],"effect":[71],"on":[72,94],"attitude":[73],"toward":[74],"SSTs.":[75,120,184,201],"In":[76],"addition,":[77],"plays":[80],"an":[81,188],"important":[82],"role":[83,107],"significantly":[85],"moderating":[86],"intention":[90],"use":[92],"behavior.":[96],"key":[98],"objective":[99],"analyze":[105],"play":[114],"influencing":[116],"Future":[121],"research":[122],"could":[123],"classify":[124],"different":[126],"levels":[127],"types":[131],"confirm":[135],"extend":[137],"our":[138],"framework.":[139],"Despite":[140],"increasing":[142],"popularity":[143],"SSTs,":[145],"few":[146],"studies":[147],"have":[148],"date":[150],"topic":[153],"technology":[155],"acceptance":[156],"combination":[158],"with":[159],"user":[160,175],"involvement.":[161],"This":[162,185],"extends":[164],"original":[166,189],"TAM":[167],"explains":[169],"conditions":[171],"required":[172],"for":[173,196],"successful":[174,198],"makes":[187],"contribution":[190],"proposing":[192],"strategic":[194],"implementation":[199],"\u00a9":[202],"2011":[203],"Wiley":[204],"Periodicals,":[205],"Inc.":[206]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":32}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
