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Which factors influence the adoption of online self-service technologies by B2B customers of a Telecom?

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dc.contributor.authorSalgueiro, Pedro Alexandre
dc.contributor.authorSão Mamede, Henrique
dc.date.accessioned2023-06-20T15:40:38Z
dc.date.available2023-06-20T15:40:38Z
dc.date.issued2021
dc.description.abstractTelecoms are companies that provide communication services. In 2020 a drop in Telecom’s revenues is expected due to COVID and this impact will remain for future years, with higher drops in coming years. The adoption of Self-Service Technologies allows to solve the problem of selling and serve the customers on-line, increasing customer loyalty, reducing cost, fostering innovation and thus increasing revenues. The major research question for this work is: “Which factors influence the adoption of online self-service technologies by Business-to-Business customers of a Telecom?”. In order to derive a conceptual framework to answer this question several theories where used: The Technology Acceptance Model (TAM), The Innovation Diffusion Theory (IDT) and the SST attitude/intention model. A conceptual framework that drives the adoption of Self-service technologies in Telecom B2B segments was proposed and tested.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.23919/CISTI52073.2021.9476558pt_PT
dc.identifier.isbn978-989-54659-1-0
dc.identifier.isbn978-1-6654-3022-7
dc.identifier.issn2166-0727
dc.identifier.urihttp://hdl.handle.net/10400.2/14099
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.rights.urihttp://creativecommons.org/licenses/by-sa/4.0/pt_PT
dc.subjectTechnology acceptance modelpt_PT
dc.subjectTelecompt_PT
dc.subjectBusiness to businesspt_PT
dc.subjectSelf-service technologiespt_PT
dc.subjectInnovation diffusion theorypt_PT
dc.subjectSST ttitude/intention modelpt_PT
dc.titleWhich factors influence the adoption of online self-service technologies by B2B customers of a Telecom?pt_PT
dc.typeconference object
dspace.entity.typePublication
oaire.citation.conferencePlaceChaves (Portugal)pt_PT
oaire.citation.endPage6pt_PT
oaire.citation.startPage1pt_PT
oaire.citation.title16Th Iberian Conference on Information Systems and Technologies (CISTI)pt_PT
person.familyNameSão Mamede
person.givenNameHenrique
person.identifierR-002-0P0
person.identifier.ciencia-id7F17-9DAD-C007
person.identifier.orcid0000-0002-5383-9884
person.identifier.scopus-author-id36458782500
rcaap.rightsrestrictedAccesspt_PT
rcaap.typeconferenceObjectpt_PT
relation.isAuthorOfPublication86fd6131-eed5-42be-9639-9466ddf680ab
relation.isAuthorOfPublication.latestForDiscovery86fd6131-eed5-42be-9639-9466ddf680ab

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