This research explores the relationship between intention and actual usage of self-service technology (SST), and investigates the effects of facilitating conditions and customer readiness on customer adoption of SST. In recent years, self-service technologies have created many new service contents; nevertheless, the actual utilization is not actually common yet. Therefore, this research try to explore the relationship between customer readiness and facilitating conditions on the actual use of SST, then focus on narrowing the gap between intention to use SST and actual usage of SST. We believe that this understanding is imperative for service providers to make proactive strategies for fostering customers’ intention and actual usage of the SST. The framework makes it possible to understand and predict customer trial related to using self-service technology by thoroughly examining underlying customer readiness degree and use the internet to illustrate how our framework can be applied to study customer behavior related to a specific self-service technology. To analyze the longitudinal effect, a two-stage survey was conducted and lasted for seven months. As it is well known that behavior intention does not necessary lead to actual behavior, our findings offer proactive strategies to service providers in turning intention into actual usage. Implications are discussed for managerial strategy as well as for future research. The research can be referred as marketing strategy for self-service or kiosk industry, and on academic contribution of narrowing the gap between intention and actual use. It is expected that it is helpful to facilitate self-service development and to enrich customer experience and competitiveness in Taiwan.

Suppliers of the next generation mobile network, 5G, promises increased performance which can ensure smart manufacturing. Smart manufacturing entails systems of wireless and connected sensors, robots and other devices that together are optimizing the manufacturing process with data. At the same time, 5G has become one of the major technological trends in manufacturing. Globally, efforts are being made to optimize assembly lines through smart manufacturing, but there is no evidence of 5G's promised performance in practice. This study addresses how an industrial company that offers smart tools should capture the value of 5G in the business model. This is done by examining if and what unique features 5G is providing, whether customers are ready for this technology and how 5G will affect the business model. The study is based on a case study at Atlas Copco AB, a Swedish industrial company that operates on a global scale. The collaboration was made with Atlas Copco's business area within Industrial Technique and with the divisions General Industry and Motor Vehicle Industry. Data was collected through interviews both internally at Atlas Copco and externally with their customers and were then combined with a literature study. The findings from this study can be summarized as follows: • 5G enables connectivity that is required for smart manufacturing processes.• Customers are in different phases of 5G adoption.• There is a difference in what characteristics customers value, and therefore 5G will not provide the same value for all customers.• The business model will need to be changed to a more service-oriented model when offering 5G, to be able to fully capture the value of 5G. At the end of the study, a summary is given of the study's conceptual and empirical contributions, as well as suggestions for future work. / Leverantörer av nästa generations mobilnät, 5G, utlovar ökad prestanda som kan garantera smart manufacturing. Smart manufacturing innebär system av trådlösa och anslutna sensorer, robotar och andra enheter som tillsammans optimerar tillverkningsprocessen med hjälp av data. Samtidigt har 5G blivit en av de stora teknologiska trenderna inom tillverkning. Globalt görs ansträngningar för att optimera monteringslinor genom smart manufacturing, men det finns ännu inga bevis för 5G:s utlovade prestanda i praktiken. Denna studie behandlar hur ett industriföretag som erbjuder smarta verktyg ska fånga värdet av 5G i affärsmodellen. Detta görs genom att undersöka om och i sådant fall vilka unika funktioner 5G tillhandahåller, om kunderna är redo för denna teknik och hur 5G kommer att påverka affärsmodellen. Studien grundar sig i en fallstudie på Atlas Copco AB, ett svenskt industriföretag med global närvaro. Studien gjordes i samarbete med Atlas Copcos affärsområde för Industriteknik, inom divisionerna för General Industry och Motor Vehicle Industry. Data samlades in genom intervjuer, både internt på Atlas Copco och externt med deras kunder och kombinerades sedan med en litteraturstudie. Resultaten från denna studie kan sammanfattas enligt följande: • 5G möjliggör anslutning som krävs för processer som är kopplade till smarta manufacturing.• Kunderna är i olika faser av 5G-adoptionen.• Det finns en skillnad i vilka egenskaper kunderna värderar och därför kommer 5G inte att ge samma värde till alla kunder. • Affärsmodellen måste sannolikt ändras till en mer serviceinriktad modell när man erbjuder 5G för att fullt ut kunna fånga värdet av 5G. I slutet av studien ges en sammanfattning av studiens konceptuella och empiriska bidrag samt förslag på framtida arbete.