隨著技術的發展與消費習慣的改變，自助服務科技 (Self-Service Technology, SST) 的應用成為大勢所趨，尤其在銀行、旅宿、零售和醫療保健等產業。自助服務科技不僅有效節省了消費者的時間和成本，還提高了產能、降低運營成本並提升客戶滿意度及忠誠度。然而，雖然台灣自助服務科技的應用逐漸增加，但相較於歐美地區，許多消費者對全面採用這些技術仍持保留態度，依舊偏好人工互動服務。本研究旨在探討消費者對自助服務科技的阻抗因素，尤其關注那些設於公共場合如餐廳自助點餐機、超市自助結帳機與旅館自助入住機等設備。採用「創新抵制理論」(Innovation Resistance Theory, IRT) 作為理論框架，本研究將分析消費者不採用自助服務科技的多重障礙，包括使用障礙、價值障礙、風險障礙、傳統障礙和形象障礙。此外，本研究也考慮消費者的個人特質如自我意識以及與員工互動需求，並引入科技焦慮以及感知時間壓力作為調解變量，以探討這些個體差異如何直接影響或調節對自助服務科技的使用態度。
本研究以網路問卷進行調查，最後共回收252份有效問卷。研究結果指出，使用障礙、風險障礙、傳統障礙、自我意識以及與員工互動需求顯著負向影響消費者的使用意圖。科技焦慮對使用障礙、風險障礙和傳統障礙所產生的阻抗有顯著正向調節效果，感知時間壓力則對使用障礙的影響具有顯著正向調節效果。

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