Edited by Marika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad
Chapter 3: Trust, risk and self-service technologies: suggestions for future research
Self-service technologies have received a lot of attention in research. The purpose of the chapter is to look into the role of trust and risk in self-service technology research. The chapter starts with clarification of the three central constructs – self-service technologies, trust and risk. This is followed by a description of the procedure used in conducting a brief review of self-service technology literature discussing the role of trust and risk. Based on this procedure, the review identifies 42 articles of interest. The main body of the chapter discusses the characteristics of the literature revealed through the review and proposes suggestions for future research on the role of trust and risk in self-service technology research.
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