Document Type

Book Chapter


Available under a Creative Commons Attribution Non-Commercial Share Alike 4.0 International Licence


Business and Management.

Publication Details

Kelly, P., Lawlor, J. and Mulvey, M. (2011) A Review of Key Factors Affecting Consumers’ Adoption and Usage of Self-service Technologies in the Tourism Sector in O’Connell, K., Palma Fahey, M., Ruane, S.T. and Horan, K. (Eds) Tourism and Hospitality Research in Ireland: Current Challenges and Future Opportunities, NUI Galway in conjunction with Shannon College of Hotel Management.


During the past ten years self-service technologies (SSTs) have attracted research attention especially in the banking, retail and airline sectors. The infusion of technology in the service encounter has been identified as being advantageous to both the service provider and the consumer, provided that SSTs gain adoption among consumers. In light of the importance of consumer participation in SSTs, this paper reviews the state of the SST adoption literature in an attempt to identify the most important influencing factors. Seven factors emerged as the ones of key research interest in the literature and they are discussed in more detail. These include risk, trust, perceived ease of use, perceived usefulness, technology readiness, preference for personal contact and demographic variables.