Can technology truly enhance service delivery for both customers and providers? This research explores the potential benefits and drawbacks of using technology to enable or facilitate service delivery. It posits that technology purposes and usage manner hold the potential to both empower and disenfranchise customers. Thus, the operational desirability and gains from technology employment must be balanced against customer perceptions and behavioral responses. Customer behaviour is essential to study when implementing new technology. The study aims to illuminate reasons behind customer adoption or rejection of technologically facilitated service delivery. It also wants to create a predictable framework to determine adoption. The research suggests that personal capacity and individual willingness are key factors moderating service adoption.
Published in the _International Journal of Service Industry Management_, this paper aligns with the journal’s focus on service delivery and technology. By investigating the factors that influence customer adoption of technologically facilitated services, it offers valuable insights for service providers seeking to optimize their use of technology and enhance customer satisfaction.