Utilization of technological innovations impacts on societal relationships and consequently influence social change and social interaction including the way people communicate, do business and access services (Cascio & Montealegre, 2016). In this era, there has been an increase in the design and implementation of new self-service technologies (SSTs) to produce and enable users to access and utilize services without direct personal contact with utility service providers and or their representatives to improve efficiency and end-user governance and interaction (Iqbal, Hassan & Habibah, 2018).
My PhD research project which is anchored in the Diffusion of Innovations Theory, Actor Orientend Theory (AOT) and the Technology Acceptance Model (TAM), uses a cross…
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