Empirical article

Service Business

, Volume 8, Issue 4, pp 615-634

First online:

Antecedents of intention to use CUSS system: moderating effects of self-efficacy

  • Lily Shui-Lien ChenAffiliated withDepartment of Management Sciences, Tamkang University
  • , Karen Iee-Fung WuAffiliated withDepartment of Business Administration, Hsing Wu University Email author 

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The current research attempts to examine the antecedent factors of personal innovativeness, switching costs, and switching barriers affecting flight passengers’ attitude toward the common-use self-service (CUSS) usage which in turn affects their behavioral intention. This research also tests the moderating effect of self-efficacy on the relationships between the antecedents and attitude toward CUSS usage. The results from a survey of 523 respondents from the Taiwanese Taoyuan International Airport indicate that the antecedent factors of personal innovativeness and switching barriers have positive and negative influences, respectively on attitude toward CUSS usage which in turn positively affects the behavioral intention. In addition, self-efficacy plays an important moderating role on the relationships between switching barriers and switching costs on attitude toward CUSS usage. In this article, personal innovativeness is investigated on affecting consumer behavior in the acceptance of IT related innovations. Implications for future research are discussed and limitations noted.


CUSS Personal innovativeness Switching barriers Switching costs