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Journal Articles

Smartness unleashed: a multilevel model for understanding consumers' perceptions and adoption across a myriad of smart offerings

Open Access
Antje Fricke, Nadine Pieper, David M. Woisetschläger
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2024) 34 (2): 163–190.
https://doi.org/10.1108/JSTP-12-2022-0269
Published: 26 December 2023
... making decisions and taking action” (Beverungen et al., 2019 , p. 8). Smart products Multilevel modeling Smartness characteristics Value-based adoption model Technology acceptance Smart service systems © Antje Fricke, Nadine Pieper and David M. Woisetschläger 2023 Antje...
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Journal Articles

Online complaining: Understanding the adoption process and the role of individual and situational characteristics

Available to Purchase
Tor W. Andreassen, Sandra Streukens
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2013) 23 (1): 4–24.
https://doi.org/10.1108/09604521311287632
Published: 18 January 2013
... guiding our empirical study on customer adoption of an online customer complaining system. Our point of departure for studying online complaining is the Technology Acceptance Model (TAM), originally developed for studying employees’ adoption of work‐related information technology (Davis, 1989 ; Davis...
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