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How firms can encourage more efficient customer adoption of self-service technologies the case of EDP
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Resumo(s)
Self-service technologies are changing the way companies and customers interact with each
other, with utility companies facing the increasing pressure of giving customers a satisfying
digital experience. This work aims at providing a deeper insight into critical factors
influencing EDP customers’ adoption of the self-service channel EDP Online. Focus groups
were conducted with users and nonusers of EDP Online to ultimately find answers on how
EDP can encourage more customers to adapt to its self-service channel. Recommendations
were derived from proposed improvements by both users and nonusers and have been
elaborated further, with examples including gamification features, a rewards system, an online
chat, the monitoring of energy usage, the customization of push notifications and personalized
Descrição
Palavras-chave
EDP online Self-service technologies SST adoption TAM Diffusion of innovations