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M.S. Southern Illinois University Carbondale, 2003 B.S. Srinakharinwirot University, 1999
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A Dissertation Submitted in Partial Fulfillment of the Requirements for the Doctor of Philosophy Degree
Department of Management in the Graduate School Southern Illinois University Carbondale May 2008
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Kiattisak Phongkusolchit
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3310993 Copyright 2008 by Phongkusolchit, Kiattisak All rights reserved
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2008
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3310993
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Copyright by Kiattisak Phongkusolchit, 2007
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All Rights Reserved
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DISSERTATION APPROVAL IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
By Kiattisak Phongkusolchit
A Dissertation Submitted in Partial Fulfillment of the Requirements for the Degree of
PR EV
Doctor of Philosophy
in the field of Business Administration
Approved by:
Dr. Gregory White, Chair Dr. Peter Mykytyn Dr. Steven Karau Dr. Lisabeth DiLalla Dr. Roger Chang
Graduate School Southern Illinois University Carbondale August 7, 2007
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AN ABSTRACT OF THE DISSERTATION OF Kiattisak Phongkusolchit, for the Doctor of Philosophy degree in Business Administration, presented on August 7, 2007 at Southern Illinois University Carbondale TITLE: IMPROVING SELF-SERVICE TECHNOLOGIES UTILIZATION: THE POTENTIAL IMPACTS OF TECHNOLOGY ANXIETY, NEED FOR INTERACTION WITH SERVICE EMPLOYEES, AND EXPECTED SERVICE QUALITY
MAJOR PROFESSOR: Dr. Gregory White Recently, self-service technologies (SST), technological interfaces that allow customers to act as a producer and a consumer of services without direct communication with an organization’s employees, have drawn attention from practitioners. While many organizations have
References: CHAPTER 1 INTRODUCTION “Service firms are no longer “cottage” industries, with a service firm taking the top spot in the Fortune 500 for the first time in 2002, and 245 of the Fortune 500 comprised of service firms in 2004” (Boyer & Metters, 2004, p part of today’s competitive business environment. A special issue in service strategy and of service (Bartholomew, 2002) Self-service Technologies customers to act as a producer and a consumer of services without direct communication with an organization’s employees (Meuter, Ostrom, Bitner, & Roundtree, 2003)