Consequences of Forcing Consumers to Use Technology-Based Self-Service
研究了强制消费者使用自助服务（如铁路购票）的负面影响，发现强制使用会导致对自助服务和提供商的负面态度，但提供人工服务作为备选或用户有自助服务经验可缓解这种负面效应。
Today, traditional full service is increasingly replaced with technology-based self-service (TBSS), sometimes with no other option for service delivery. This study develops a conceptual model to investigate the impact of forcing consumers to use TBSS. The model is tested using an experimental design within railway (ticketing and travel information) contexts. The results show that forced use leads to negative attitudes toward using the TBSS as well as toward the service provider, and it indirectly leads to adverse effects on behavioral intentions. The findings also show that offering interaction with an employee as a fall-back option offsets the negative consequences of forced use, and that previous experience with TBSS (in general) leads to more positive attitudes toward the offered self-service, which can offset the negative effects of forced use to some extent.