【正文】 Began in 1997 in the USA and still ongoing? Being conducted in collaboration with Charles Colby, President, Rockbridge Associates? Have thus far involved several qualitative and quantitative studies? Completed studies include three “National Technology Readiness Surveys” in the USA [NTRS 1999, 2023, 2023, 2023 and 2023] ? National studies also have been done or are underway in Austria, Chile, Germany, Singapore and Sweden169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 belief that it offers increased control, flexibility and efficiency? Innovativeness: Tendency to be a technology pioneer and thought leader? Disfort: Perceived lack of control over technology and a feeling of being overwhelmed by it? Insecurity: Distrust of technology and skepticism about its working properly169。 not to be reproduced or disseminated without the author’s permission 63? Example of Optimism: “Technology gives people more control over their daily lives”F% of respondents agreeing: 61% in 199968% in 202365% in 202365% in 202367% in 2023 ? Example of Innovativeness: “You keep up with the latest technological developments in your areas of interest”– % of respondents agreeing: 68% in 199969% in 202365% in 202359% in 202360% in 2023 Customer Beliefs About Technology169。 not to be reproduced or disseminated without the author’s permission 65OPT. .Mean TRScoresTR Scores by Dimension and Overall TRI 1999 2023 2023 20232023169。 not to be reproduced or disseminated without the author’s permissionTRI Scores by Demographics (NTRS 2023)169。 not to be reproduced or disseminated without the author’s permission 69Five TRBased Customer SegmentsOptimismInnovativenessDisfortInsecurityExplorers High High Low LowPioneers High High High HighSkeptics Low Low Low LowParanoids High Low High HighLaggards Low Low High High169。 not to be reproduced or disseminated without the author’s permission 71TR Segments and Technology AdoptionHighLowTechnologyReadinessTime of Adoption of New TechnologiesExplorersPioneersSkepticsParanoidsLaggardsEarly Late72169。 not to be reproduced or disseminated without the author’s permissionHighTech versus HighTouch Customer ServiceHighLowAppeal of HighTech Service ChannelsAppeal of HighTouch Service ChannelsExplorersPioneersSkepticsParanoidsLaggardsLow High74169。 A. Parasuraman, University of Miami。 一月 21一月 21Friday, January 22, 2023? 雨中黃葉 樹 ，燈下白 頭 人。 一月 21一月 2120:29:0120:29:01January 22, 2023? 1他 鄉(xiāng) 生白 發(fā) ，舊國 見 青山。 2023/1/22 20:29:0120:29:0122 January 2023? 1做前，能 夠環(huán)視 四周；做 時 ，你只能或者最好沿著以腳 為 起點的射 線 向前。 。 一月 2120:29:0120:29Jan2122Jan21? 1故人江海 別 ，幾度隔山川。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permissionIn Conclusion, to Deliver Superior Service in Library Environments:? Understand customers’ service expectations and how well those expectations are being met? Work systematically to remove anizational barriers that lead to poor customer service offline and online? Recognize and capitalize on the increasing role of technology in serving customers, but …? Be cognizant of customers’ and employees’ readiness to embrace technologybased services? Recognize that eservice quality as perceived by customers involves much more than having a stateoftheart website? Put in place a solid behindthescenes infrastructure information systems, logistics, and human resources to deliver what a website’s fa231。 not to be reproduced or disseminated without the author’s permission169。 not to be reproduced or disseminated without the author’s permission 70%Typology of Technology Customers: Percent of Population in Each Segment1999 2023 2023 20232023169。 not to be reproduced or disseminated without the author’s permission 68Predicted Change in TR of Age Cohorts over Time TRAge Cohort 1Age Cohort 2Age Cohort NAge Cohort XAge Cohort YYear 15 Age Cohort 1Age Cohort 2Age Cohort NAge Cohort XAge Cohort YAge Cohort 1Age Cohort 2Age Cohort NAge Cohort XAge Cohort YAge Cohort 1Age Cohort 2Age Cohort NAge Cohort XAge Cohort YAge Cohort 1Age Cohort 2Age Cohort NAge Cohort XAge Cohort YAge Cohort 1Age Cohort 2Age Cohort NAge Cohort XAge Cohort YYear 610 Year 1115 Year 1620 Year 2125 Year 2630 TimeAge RangeCovered inTR Surveys169。 not to be reproduced or disseminated without the author’s permissionLow TRHigh TR%169。 not to be reproduced or disseminated without the author’s permission 64? Example of Disfort: “It is embarrassing when you have trouble with a hightech gadget while people are watching”– % of respondents agreeing: 52% in 199954% in 202355% in 202351% in 202346% in 2023 ? Example of Insecurity: “Any business transaction you do electronically should be confirmed later with something in writing”F% of respondents agreeing: 87% in 199988% in 202382% in 202382% in 202378% in 2023 Customer Beliefs About Technology169。 not to be reproduced or disseminated without the author’s permission 62? Optimism 10 items? Innovativeness 7 items? Disfort 10 items? Insecurity 9 itemsThe TRI: A 36Item, 4Dimensional Scale to Measure TR169。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 A. Parasuraman, University of Miami。 not to be reproduced or disseminated without the author’s permission 55Key Insights from Qualitative Research Studies? TR doesn’t just refer to possessing technical skills。 not to be reproduced or disseminated without the author’s permission 53What is Technology Readiness [TR]?TR refers to “people’s propensity to embrace and use new technologies for acplishing goal