Consumer acceptance of personal information and communication technology services

James Y.L. Thong, Viswanath Venkatesh, Xin Xu, Se Joon Hong, Kar Yan Tam

Research output: Journal article publicationJournal articleAcademic researchpeer-review


In today's information and communication technology (ICT)-enabled service economy, there is great interest in digital service management. While the extant technology acceptance research has mainly studied user acceptance of various ICTs, there is a dearth of research on consumer acceptance of personal ICT services. In this paper, we extend the unified theory of acceptance and use of technology to the context of ICT services by examining the moderating role of ICT service type. We tested the proposed model in a large-scale survey of 4777 consumers, including both potential and current consumers of mobile data services (MDS), of two different types of MDS: communication and infotainment services. The results strongly supported the model with service type moderating key relationships. The findings have theoretical and practical implications for digital service management in particular and service science in general.
Original languageEnglish
Article number5942151
Pages (from-to)613-625
Number of pages13
JournalIEEE Transactions on Engineering Management
Issue number4
Publication statusPublished - 1 Nov 2011


  • Consumer acceptance
  • digital service management
  • mobile data services (MDS)
  • personal information and communication technology (ICT) services
  • technology adoption
  • unified theory of acceptance and use of technology (UTAUT)

ASJC Scopus subject areas

  • Strategy and Management
  • Electrical and Electronic Engineering

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