Computer anxiety in management: myth or reality?
Communications of the ACM
Correlates of user satisfaction with end user computing: an exploratory study
Information and Management
Customer Satisfaction in Virtual Environments: A Study of Online Investing
Management Science
Internet anxiety: An empirical study of the effects of personality, beliefs, and social support
Information and Management
International Journal of Electronic Commerce
Trust and TAM in online shopping: an integrated model
MIS Quarterly
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Drawing upon researches in marketing and psychology, the present investigation examines empirically the intermediate psychological process that would explain how and why forced use affects satisfaction and behavioral intentions with self-service technologies. A non-internet self-service technology setting serviced as the study context. This study tested the research model and relevant hypotheses with survey responses collected from 290 users of self-service technology in China. Results indicate that technology anxiety and technology trust are the two intermediate psychological constructs through which forced use affects satisfaction and behavioral intentions with self-service technologies. This paper sheds some additional light on the relationship among forced use, technology anxiety, technology trust, customer satisfaction, and behavioral intentions in self-service technology setting.