---
_id: '5715'
abstract:
- lang: eng
  text: Smart interactive services, in contrast with other technology-based services,
    require significant human-to-human interaction and collaboration in addition to
    the service provided by the embedded technology itself. The authors’ foundational
    Delphi study confirms smart interactive services (e.g., remote diagnosis, remote
    repair of equipment, and telemedicine) are a rapidly growing innovation category
    across industries. Yet, gaining user acceptance of these types of services presents
    a significant challenge for managers. To address this challenge, the authors employ
    a grounded theory approach, drawing on depth interviews, to develop a framework
    of barriers and facilitators to users’ attitudinal and behavioral responses to
    smart interactive services. The findings reveal a new set of beliefs that are
    critical in this context. These beliefs are tied to the human element and specifically
    pertain to beliefs about the “service counterpart (SC),” who is the provider’s
    employee controlling the technology. Control, trustworthiness, and collaboration
    beliefs emerge jointly as important and interrelated influencers tied to the SC.
    Contrary to conventional wisdom that focuses on features of the technology itself
    to gain user acceptance, this research encourages providers to emphasize the interpersonal
    elements of the service by providing control cues, raising social presence, and
    enhancing human trust mechanisms.
article_type: original
author:
- first_name: Nancy
  full_name: Wünderlich, Nancy
  id: '36392'
  last_name: Wünderlich
- first_name: Florian V
  full_name: Wangenheim, Florian V
  last_name: Wangenheim
- first_name: Mary Jo
  full_name: Bitner, Mary Jo
  last_name: Bitner
citation:
  ama: 'Wünderlich N, Wangenheim FV, Bitner MJ. High Tech and High Touch: A Framework
    for Understanding User Attitudes and Behaviors Related to Smart Interactive Services.
    <i>Journal of Service Research</i>. 2013;16(1):3-20.'
  apa: 'Wünderlich, N., Wangenheim, F. V., &#38; Bitner, M. J. (2013). High Tech and
    High Touch: A Framework for Understanding User Attitudes and Behaviors Related
    to Smart Interactive Services. <i>Journal of Service Research</i>, <i>16</i>(1),
    3–20.'
  bibtex: '@article{Wünderlich_Wangenheim_Bitner_2013, title={High Tech and High Touch:
    A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive
    Services.}, volume={16}, number={1}, journal={Journal of Service Research}, publisher={SAGE
    Publications Sage CA: Los Angeles, CA}, author={Wünderlich, Nancy and Wangenheim,
    Florian V and Bitner, Mary Jo}, year={2013}, pages={3–20} }'
  chicago: 'Wünderlich, Nancy, Florian V Wangenheim, and Mary Jo Bitner. “High Tech
    and High Touch: A Framework for Understanding User Attitudes and Behaviors Related
    to Smart Interactive Services.” <i>Journal of Service Research</i> 16, no. 1 (2013):
    3–20.'
  ieee: 'N. Wünderlich, F. V. Wangenheim, and M. J. Bitner, “High Tech and High Touch:
    A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive
    Services.,” <i>Journal of Service Research</i>, vol. 16, no. 1, pp. 3–20, 2013.'
  mla: 'Wünderlich, Nancy, et al. “High Tech and High Touch: A Framework for Understanding
    User Attitudes and Behaviors Related to Smart Interactive Services.” <i>Journal
    of Service Research</i>, vol. 16, no. 1, SAGE Publications Sage CA: Los Angeles,
    CA, 2013, pp. 3–20.'
  short: N. Wünderlich, F.V. Wangenheim, M.J. Bitner, Journal of Service Research
    16 (2013) 3–20.
date_created: 2018-11-16T09:31:00Z
date_updated: 2022-01-06T07:02:37Z
department:
- _id: '181'
intvolume: '        16'
issue: '1'
keyword:
- service technology
- technology-mediated service
- service counterpart
- smart service
- remote service
- technology adoption
language:
- iso: eng
page: 3-20
publication: Journal of Service Research
publication_status: published
publisher: 'SAGE Publications Sage CA: Los Angeles, CA'
status: public
title: 'High Tech and High Touch: A Framework for Understanding User Attitudes and
  Behaviors Related to Smart Interactive Services.'
type: journal_article
user_id: '37741'
volume: 16
year: '2013'
...