Service innovation has a positive impact on the performance of new services. Considering service costs, service efficiency, decrease of the heterogeneity and perish ability of service, many enterprises adopted Self-Service Technologies (SSTs) into their service process. This paper explored service innovation to SSTs attitude impact factor that is based on service innovation model by Hertog & Bilderbeek (1999). This study combines relative service innovation theories, and creating a research model, and analyze the causal path of SSTs attitude. This paper utilizes LISREL software analyze the relations between latent variables and to examine the fitness of research model. This study purpose is to find impact factors of service innovation to SSTs that use multi media kiosk (MMK) for case study. The result display Technology Readiness Index (TRI) and Technology Anxiety (TA) are affected by service innovation that is positive highly correlation.
the 4th IEEE International Conference on Management of Innovation and Technology, ICMIT