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This study examines the SCS <jats:italic>delivery-channel characteristics<\/jats:italic> and the <jats:italic>users' personal (behavioral and demographic) characteristics<\/jats:italic> that influence their <jats:italic>satisfaction<\/jats:italic> or <jats:italic>dissatisfaction<\/jats:italic> with the services, as well as their <jats:italic>intention<\/jats:italic> to adopt (i.e. continue using) the SCS-delivery channels.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A quantitative study using a structured questionnaire was conducted for this paper. The data-collection method was administered by emailing the survey to a list of 2,350 city\/urban residents who are members of the two largest universities in the greater Dubai metropolis. A total of 600 completed responses (26 percent) were received back, while 580 useable responses (25 percent) were analyzed for this paper.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Our initial findings suggest that contrary to popular belief, it is not only <jats:italic>SCS channel factors<\/jats:italic> that influence <jats:italic>user satisfaction<\/jats:italic> and <jats:italic>continuance intention<\/jats:italic>. SCS users' personal characteristics (such as their <jats:italic>user innovativeness<\/jats:italic> and <jats:italic>control-seeking behavior<\/jats:italic>) are also pivotal in determining their <jats:italic>satisfaction<\/jats:italic> and <jats:italic>intention<\/jats:italic> to continue or not continue using the SCS-delivery channels.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The paper argues that both SCS channel factors and SCS users' personal characteristics jointly influence the users' experience of the services and therefore jointly determine their satisfaction with the service as well as their SCS usage continuance intention. The result of our research gives important insights into users' behaviors toward the emerging SCS channels in general, and it will be of great value to architects and designers of Smart City technologies around the world.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>The paper argues that both <jats:italic>SCS channel factors<\/jats:italic> and <jats:italic>SCS users<\/jats:italic>' <jats:italic>personal (behavioral and demographic) characteristics<\/jats:italic> jointly influence the users' <jats:italic>trials<\/jats:italic> of the services, and therefore jointly determine their <jats:italic>satisfaction<\/jats:italic> with the service as well as their <jats:italic>SCS usage continuance intention<\/jats:italic>. The result of our research gives important insights into users' <jats:italic>behavioral intentions<\/jats:italic> toward the emerging SCS channels in general; and it will be of great value to architects and designers of Smart City technologies around the world.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This paper is one of the first few studies focused on investigating the <jats:italic>antecedents of SCS usage behaviors<\/jats:italic> in the Middle Eastern region.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-06-2019-0300","type":"journal-article","created":{"date-parts":[[2020,3,6]],"date-time":"2020-03-06T10:40:40Z","timestamp":1583491240000},"page":"147-177","source":"Crossref","is-referenced-by-count":31,"title":["Effects of smart city service channel- and user-characteristics on user satisfaction and continuance intention"],"prefix":"10.1108","volume":"34","author":[{"given":"Taghreed","family":"Abu 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