![Published Research](https://mackinstitute.wharton.upenn.edu/wp-content/uploads/2016/06/Published-Research-150x100.png)
Many firms have introduced Internet-based customer self-service applications such as online payments or brokerage services. Despite high initial sign-up rates, not all customers actually shift their dealings online. We investigate whether the multistage nature of the adoption process (an “adoption funnel”) for such technologies can explain this low take-up.…Read More