Abstract
An explosion of new technologies has taken place within the retail environment. More and more service providers have begun to use a wide range of technologies that allow consumers to produce and use the services by themselves, without direct contact from the employees of the firm. However, usage of services in new technologies is rarely problem-free; consumers may encounter obstacles during the interaction. This article examines what influence seller support and the third party, as sources for assistance, has on consumers’ usage of SSTs.