The value of human interaction in service channels

作者：

Highlights：

• Role readiness in technology use lead convenient usage and positive attitudes.

• Poor design of the self-service interface create human interaction preferable.

• The physical restrictions explains self-efficacy in the good health group only.

• Consistency in overall to reduce the customer's cognitive load in digital services.

摘要

•Role readiness in technology use lead convenient usage and positive attitudes.•Poor design of the self-service interface create human interaction preferable.•The physical restrictions explains self-efficacy in the good health group only.•Consistency in overall to reduce the customer's cognitive load in digital services.

论文关键词：Customer value,Service channel,Online and offline channels,Consumer behaviour,Technology acceptance,Human interaction

论文评审过程：Received 22 March 2017, Revised 16 August 2017, Accepted 6 October 2017, Available online 9 October 2017, Version of Record 16 October 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.10.005