The Role of Voice Design Features in Effective Self-Service Technologies

This study aims to advance the understanding of effective self-service technologies (SSTs) in an ever increasing technology-mediated environment. The study hypothesizes a positive relationship between the voice design features (i.e., ease of voice) and customers’ voice intention. This relationship is also mediated by customers’ interface evaluation of SSTs. The study also evaluates how customers’ likelihood of successful voice outcome moderates the relationship between customers’ interface evaluation and voice intention. Hypotheses are proposed to be tested by using a computer-based online shopping experiment and a questionnaire given to college students. Keywords: Self-service technology effectiveness. Voice behavior. Voice intention. Interface evaluation. Likelihood of successful voice outcome.


Jiayun Wu and Sherry L. Lotz (2009) ,"The Role of Voice Design Features in Effective Self-Service Technologies", in NA - Advances in Consumer Research Volume 36, eds. Ann L. McGill and Sharon Shavitt, Duluth, MN : Association for Consumer Research, Pages: 892-893.


Jiayun Wu, The University of Arizona, USA
Sherry L. Lotz, The University of Arizona, USA


NA - Advances in Consumer Research Volume 36 | 2009

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