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Behaviour & Information Technology Volume 38, 2019 - Issue 8
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Original Articles

Understanding forced adoption of self-service technology: the impacts of users’ psychological reactance

Wenting FengCollege of Management, Shenzhen University, Shenzhen, People's Republic of ChinaORCID Iconhttp://orcid.org/0000-0002-9852-494XView further author information
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Rungting TuCollege of Management, Shenzhen University, Shenzhen, People's Republic of ChinaCorrespondence[email protected]
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,
Tim LuDepartment of Marketing and Logistics, Vanung University, Tao-Yuan, TaiwanView further author information
&
Zhimin ZhouCollege of Management, Shenzhen University, Shenzhen, People's Republic of ChinaView further author information
Pages 820-832 | Received 21 Apr 2018, Accepted 05 Dec 2018, Published online: 26 Dec 2018

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Po-Chien Chang, Wenhui Zhang, Qihai Cai & Hongchi Guo. (2024) Does AI-Driven Technostress Promote or Hinder Employees’ Artificial Intelligence Adoption Intention? A Moderated Mediation Model of Affective Reactions and Technical Self-Efficacy. Psychology Research and Behavior Management 17, pages 413-427.
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Heath McDonald, Jason Pallant, Daniel C. Funk & Thilo Kunkel. (2024) Who doesn’t like sport? A taxonomy of non-fans. Sport Management Review 27:1, pages 67-89.
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Anand Jeyaraj. (2023) Task Dependence and External Control Constraints in Technology Acceptance. Journal of Computer Information Systems 63:6, pages 1517-1530.
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Courtney D. Boman. (2023) Protecting Against Disinformation: Using Inoculation to Cultivate Reactance Towards Astroturf Attacks. Journal of Public Relations Research 35:3, pages 162-181.
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Lai-Wan Wong, Garry Wei-Han Tan, Keng-Boon Ooi & Yogesh Dwivedi. (2023) The role of institutional and self in the formation of trust in artificial intelligence technologies. Internet Research 34:2, pages 343-370.
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Aron Darmody & Detlev Zwick. (2023) Theorizing the Costs of Self-Service Technologies and Co-Creation by Design. Journal of Macromarketing 44:1, pages 6-13.
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Hyejo Hailey Shin, Vincent Wing Sun Tung & Miyoung Jeong. (2024) Consumers’ Brand Experiences With Robotic Service Failures: Modeling Appraisal, Attribution, and Psychological Reactance. Journal of Hospitality & Tourism Research.
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Rory Francis Mulcahy, Aimee Riedel, Byron W. Keating, Amanda Beatson & Marilyn Campbell. (2023) I'd better say something! How empathy shapes bystander psychological reactance and intervention to online trolling of service organizations. Journal of Service Management 34:5, pages 1064-1087.
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Valentin Zieglmeier & Alexander Pretschner. (2023) Rethinking People Analytics With Inverse Transparency by Design. Proceedings of the ACM on Human-Computer Interaction 7:CSCW2, pages 1-29.
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Katerina Bezrukova, Terri L. Griffith, Chester Spell, Vincent RiceJr.Jr. & Huiru Evangeline Yang. (2023) Artificial Intelligence and Groups: Effects of Attitudes and Discretion on Collaboration. Group & Organization Management 48:2, pages 629-670.
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Dewan Mehrab Ashrafi & Rubina Easmin. (2022) Okay Google, Good to Talk to You… Examining the Determinants Affecting Users’ Behavioral Intention for Adopting Voice Assistants: Does Technology Self-Efficacy Matter?. International Journal of Innovation and Technology Management 20:02.
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Xingming Yang & Marion Garnier. (2022) Repenser l’impact des technologies interactives sur l’expérience de distribution. Synthèse, approche conceptuelle et agenda de recherche. Recherche et Applications en Marketing (French Edition) 37:4, pages 15-62.
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Xingming Yang & Marion Garnier. (2022) Rethinking the impact of interactive technologies on the retailing experience: Synthesis, conceptual approach, and research agenda. Recherche et Applications en Marketing (English Edition) 37:3, pages 13-58.
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Soona Park & Xinran Lehto. (2022) Automated, human, or semi-automated service in restaurants? An investigation of technology-enabled service designs and customer attribution. International Journal of Hospitality Management 104, pages 103217.
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Yaeri Kim, Kiwan Park & Seojin Stacey Lee. (2022) Human-like underdog brands: How brand personality affects selfservice technology adoption. Social Behavior and Personality: an international journal 50:4, pages 1-13.
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Zhongpeng Cao, Qian Xiao, Weiling Zhuang & Lina Wang. (2021) An empirical analysis of self-service technologies: mediating role ofcustomer powerlessness. Journal of Services Marketing 36:2, pages 129-142.
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Obi Ogbanufe & Natalie Gerhart. (2022) Exploring smart wearables through the lens of reactance theory: Linking values, social influence, and status quo. Computers in Human Behavior 127, pages 107044.
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Zsofia Cserdi & Zsofia Kenesei. (2021) Attitudes to forced adoption of new technologies in public transportation services. Research in Transportation Business & Management 41, pages 100611.
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Guangming Cao, Yanqing Duan, John S. Edwards & Yogesh K. Dwivedi. (2021) Understanding managers’ attitudes and behavioral intentions towards using artificial intelligence for organizational decision-making. Technovation 106, pages 102312.
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Sung-Yul Ryoo & Sang-Cheol Park. (2021) Antecedents and Consequences of Digital Shadow Work in Mobile Shopping Apps Context. Sustainability 13:14, pages 7697.
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Nels Popp, Jason M. Simmons, Danielle Kushner Smith & Rachel Tasker. (2021) Understanding sport event ticket-type preference in a forced e-ticket environment. Sport, Business and Management: An International Journal 11:3, pages 287-301.
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Chun Liu & Kam Hung. (2021) A multilevel study on preferences for self-service technology versus human staff: Insights from hotels in China. International Journal of Hospitality Management 94, pages 102870.
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FAN Min, ZOU Fang, Yucan He & JIANG Xuan. (2021) Research on Users' Trust of Chatbots Driven by AI: An Empirical Analysis Based on System Factors and User Characteristics. Research on Users' Trust of Chatbots Driven by AI: An Empirical Analysis Based on System Factors and User Characteristics.
Hera Oktadiana & Philip L. Pearce. (2020) Losing touch: Uncomfortable encounters with tourism technology. Journal of Hospitality and Tourism Management 42, pages 266-276.
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Sena KILIÇ & Elif KARAOSMANOĞLU. (2019) Self-Servis Teknolojilerinin Marka Deneyimine ve Müşteri Memnuniyetine Etkileri. Galatasaray Üniversitesi İleti-ş-im Dergisi:31, pages 277-296.
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Hasna Agourram, Juliana Alvarez, Sylvain Sénécal, Sylvie Lachize, Julie Gagné & Pierre-Majorique Léger. 2019. Human-Computer Interaction. Design Practice in Contemporary Societies. Human-Computer Interaction. Design Practice in Contemporary Societies 389 397 .

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