ABSTRACT

No abstract

The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.

No abstract

This article explores the feasibility of examining, via self-reported measures, the relationship between audiences' perceptions of the quality of their cognitive and emotional engagement with an entertainment piece and the memory trace created by a product placement. This field-based quasi-experiment uses a within-subject design and targets teenagers. Although limited by the viability of available, wholly suitable measurement scales, this exploratory study finds that audience engagement (which consists of pleasure, arousal, and cognitive effort) and star liking can be measured by self-reports after consumers watch a movie and that star liking, cognitive effort, and pleasure affect recognition for product placements.