Usability of online services: The role of technology readiness and context

Decision Sciences

Volumn 38, Issue 2, 2007, Pages 277-308

  Massey, Anne P ^a   Khatri, Vijay ^a   Montoya Weiss, Mitzi M ^b  

^a INDIANA UNIVERSITY   (United States)

^b NORTH CAROLINA STATE UNIVERSITY   (United States)

Author keywords

Customer interface; E services; Laboratory experiments; Latent class analysis; Psychographics; Technology readiness; Usability

Indexed keywords

EID: 34248585444     PISSN: 00117315     EISSN: 15405915     Source Type: Journal    
DOI: 10.1111/j.1540-5915.2007.00159.x     Document Type: Article

References (124)

1. Agarwal, R., & Prasad, J. (1999). Are individual differences germane to the acceptance of new information technologies? Decision Sciences, 30 (2 361 391.
2. Agarwal, R., & Venkatesh, V. (2002). Assessing a firm's web presence: A Heuristic evaluation procedure for the measurement of usability. Information Systems Research, 13 (2 168 186.
3. Ailawadi, K., Neslin, S., & Gedenk, K. (2001). Pursuing the value-conscious consumer: Store brands versus national brand promotions. Journal of Marketing, 65 (1 71 89.
4. Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping. Journal of Consumer Research, 20 (4 644 656.
5. Ballard, B., & Miller, B. (2001). WML style guide for the phone.com 4.X Browser™: Sprint PCS white paper, accessed November 5, 2006, available at http://developer.openwave.com/docs/carrier_sg/WMLStyleGuide1.pdf.
6. Barley, S. R. (1986). Technology as an occasion for structuring: Evidence from observation of CT scanners and the social order of radiology departments. Administrative Science Quarterly, 31 (1 78 108.
7. Barnard, P. (1993). The contributions of applied cognitive psychology to the study of human-computer interaction. In Baechker, Grudin, Buxton, Greenberg (Eds Readings in human computer interaction: Toward the year 2000. San Francisco : Morgan Kaufmann.
8. Barnes, S., Liu, K., & Vidgen, R. (2001). Evaluating WAP news sites: The WebQual/m approach. Proceedings of the 9th European Conference on Information Systems. Bled, Slovenia, 344 355.
9. Belk, R. W. (1975). Situational variables and consumer behavior. Journal of Consumer Research, 2 (3 157 167.
10. Belk, R. W., Wallendorf, M., & Sherry, J. F., Jr. (1989). The sacred and the profane in consumer research: Theodicy on the odyssey. Journal of Consumer Research, 16 (1 1 38.
11. Bitner, M. J., & Brown, S. W. (2006). The evolution and discovery of services science in business schools. Communications of the ACM, 49 (7 73 78.
12. Blackfriars Communications 2005). One tenth of trillion dollar marketing spend, accessed February 6, 2006, available at http://www.clickz.com/showPage. html?page=3510121.
13. Brief, A. P., & Aldag, R. J. (1977). The intrinsic-extrinsic dichotomy: Toward conceptual clarity. The Academy of Management Review, 2 (3 496 500.
14. Burke, R. (2002). Technology and the customer interface: What consumers want in the physical and virtual store. Journal of Academy of Marketing Science, 30 (4 411 432.
15. Burroughs, R. E., & Sabherwal, R. (2002). Determinants of retail electronic purchasing: A multi-period investigation. INFOR, 40 (1 35 56.
16. Byrd, T. A., Cossick, K. L., & Zmud, R. W. (1992). A synthesis of research on requirements analysis and knowledge acquisition techniques. MIS Quarterly, 16 (1 117 138.
17. Caillat, Z., & Mueller, B. (1996). The influence of culture on America and British advertising: An exploratory comparison of beer advertising. Journal of Advertising Research, 36 (3 79 87.
18. Card, S. K., Moran, T. P., & Newell, A. (1983). The psychology of human-computer interaction. Hillsdale, NJ : Erlbaum.
19. Carroll, J. M., & Rosson, M. B. (1992). Getting around the task-artifact cycle: How to make claims and design by scenario. ACM Transactions on Information Systems, 10 (2 181 212.
20. Chau, P. Y. K., Cole, M., Massey, A. P., Montoya-Weiss, M., & Oapos;Keefe, R. M. (2002). Cultural differences in the online behavior of consumers. Communications of the ACM, 45 (10 138 143.
21. Checkland, P. (1981). Systems thinking, systems practice. New York : Wiley.
22. Cheung, W., Chang, M. K., & Lai, V. S. (2000). Prediction of Internet and World Wide Web usage at work: A test of an extended Triandis model. Decision Support Systems, 30 (1 83 100.
23. Cowles, D. (1989). Consumer perceptions of interactive media. Journal of Broadcasting and Electronic Media, 33 (1 83 89.
24. Cowles, D., & Crosby, L. (1990). Consumer acceptance of interactive media in service marketing encounters. Service Industries Journal, 10 (3 521 540.
25. Cunliffe, D. (2000). Developing usable Web sites: A review and model. Internet Research, 10 (4 295 305.
26. Dabholkar, P. (1994). Incorporating choice into an attitudinal framework: Analyzing models of mental comparison processes. Journal of Consumer Research, 21 (1 100 118.
27. Dabholkar, P. (1996). Consumer evaluations of new technology-based self service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13 (1 29 51.
28. Darian, J. C. (1987). In-home shopping: Are there consumer segments? Journal of Retailing, 63 (2 163 186.
29. Darke, P., & Shanks, G. (1997). User viewpoint modeling: Understanding and representing user viewpoints during requirements definition. Information Systems Journal, 7 (3 213 239.
30. Davidson, E. J. (2002). Technology frames and framing: A socio-cognitive investigation of requirements determination. MIS Quarterly, 26 (4 329 358.
31. Davis, F., Bagozzi, R., & Warsaw, P. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35 (8 982 1003.
32. Dawar, N., Ratneshwar, S., & Sawyer, A. G. (1992). The use of multiple methods to explore three-way person, brand, and usage context interactions. Advances in Consumer Research, 19 (1 116 122.
33. Dayton, C. M. (1998). Latent class scaling analysis. Quantitative applications in the social sciences series No. 126. Thousand Oaks, CA : Sage.
34. DeSanctis, G., & Poole, M. S. (1994). Capturing the complexity in advanced technology use: Adaptive structuration theory. Organization Science, 5 (2 121 147.
35. Dickson, P. (1982). Person-situation: Segmentation's missing link. Journal of Marketing, 46 (4 56 64.
36. Duck, S. (1994). Meaningful relationships. London : Sage.
37. Eastlick, M. (1996). Consumer intention to adopt interactive tele-shopping 96-113. Working paper, Marketing Science Institute, Cambridge, MA.
38. Eighmey, J., & McCord, L. (1998). Adding value in the information age: Uses and gratifications of sites on the World-Wide Web. Journal of Business Research, 41 (3 187 194.
39. Fan, X. (2001). Statistical significance and effect size in educational research: Two sides of a coin. The Journal of Educational Research, 5 (3 275 282.
40. Gefen, D., & Straub, D. W. (1997). Gender differences in the perception and use of e-mail: An extension to the Technology Acceptance Model. MIS Quarterly, 21 (4 389 400.
41. Gehrke, D., & Turban, E. (1999). Determinants of successful Website design: Relative importance and recommendations for effectiveness. Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences, IEEE, Maui, HI.
42. Gilbert, F. W., & Warren, W. E. (1995). Psychographic constructs and demographic segments. Psychology & Marketing, 12 (3 223 237.
43. Greco, A. J., & Fields, D. M. (1991). Profiling early triers of service innovations: A look at interactive home video ordering services. Journal of Services Marketing, 5 (3 19 26.
44. Hammond, N., Gardiner, M. M., Christie, B., & Marshall, C. (1987). The role of cognitive psychology in user-interface design. In M. M. Gardiner & B. Christie (Eds Applying cognitive psychology to user-interface design. Chichester, UK : Wiley.
45. Hansen, W. J. (1971). User engineering principles for interactive systems. Proceedings of the Fall Joint Computer Conference, 39, 523 532.
46. Hartson, H. R. (1998). Human-computer interaction: Interdisciplinary roots and trends. The Journal of Systems and Software, 43 (2 103 118.
47. Heath, R. P. (1996). The frontiers of psychographics. American Demographics, 18 (7 38 44.
48. Hendry, J. (2000). Technology readiness and educational choice: Is there a relationship between technology readiness and the decision to study on-line? ANZMAC 2000 Visionary Marketing for the 21st Century, Gold Coast, Queensland, Australia, 509 512.
49. Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46 (3 92 101.
50. Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumption fantasies, feelings and fun. Journal of Consumer Research, 9 (2 132 140.
51. IBM Research 2006). Almaden Research Center, accessed November 8, 2006, available at http://www.almaden.ibm.com/.
52. Jackson-Sanborn, E., Odess-Harnish, K., & Warren, N. (2002). Web site accessibility: A study of six genres. Library Hi Tech, 20 (3 308 317.
53. Karat, J. (1997). Evolving the scope of user-centered design. Communications of the ACM, 40 (7 33 38.
54. Kärkkäinen, L., & Laarni, J. (2002). Designing for small display screens. Proceedings of the second Nordic conference on human-computer interaction, Aarhus, Denmark : ACM. 227 230.
55. Keeker, K. (1997). Improving Web-site usability and appeal, accessed February 6, 2007, available at http://msdn.microsoft.com/library/default.asp? url=/library/en-us/dnsiteplan/html/improvingsiteusa.asp.
56. Kelly, G. A. (1955). The psychology of personal constructs, Volumes 1 and 2. New York : Norton.
57. Kelly, G. A. (1969). A theory of personality: The psychology of personal constructs. New York : Norton.
58. Kirk, R. E. (1996). Practical significance: A concept whose time has come. Educational and Psychological Measurement, 56 (5 746 759.
59. Kraut, R. E., Mukhopadhyay, T., Szczypula, J., Kiesler, S., & Scherlis, W. (1999). Information and communication: Alternative uses of the Internet in households. Information Systems Research, 10 (4 287 303.
60. Lam, J., & Lee, M. (1999). A model of Internet consumer satisfaction: Focusing on the Web-site design. Proceedings of the 5th American Conference on Information Systems, Milwaukee, WI, 526 528.
61. Lecerof, A., & Paterno, F. (1998). Automatic support for usability evaluation. IEEE Transactions on Software Engineering, 24 (10 863 888.
62. Lievens, A., Moenaert, R. K., & S'Jegers, R. (1999). Linking communication to innovation success in the financial services industry: A case study analysis. International Journal of Service Industry Management, 10 (1 23 47.
63. Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43 (3 271 282.
64. Lindsay, P. H., & Norman, D. A. (1977). Human information processing: An introduction to psychology (2nd ed.). New York : Academic Press.
65. Lohse, G. L., & Spiller, P. (1998). Electronic shopping. Communications of the ACM, 41 (7 81 88.
66. Lu, J., Yao, J. E., & Yu, C. (2005). Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology. Journal of Strategic Information Systems, 14 (3 245 268.
67. Marsden, D., & Littler, D. (1998). Positioning alternative perspectives of consumer behavior. Journal of Marketing Management, 14 (1/3 3 28.
68. Mick, D. G., & Fournier, S. (1998). Paradoxes of technology: Consumer cognizance, emotions and coping strategies. Journal of Consumer Research, 25 (2 123 147.
69. Midgley, D. F. (1976). A simple mathematical theory of innovative behavior. The Journal of Consumer Research, 3 (1 31 41.
70. Midgley, D. F., & Dowling, G. R. (1978). Innovativeness: The concept and its measurement. Journal of Consumer Research, 4 (4 229 242.
71. Mitchell, V. W. (1994). How to identify psychographic segments. Marketing Intelligence & Planning, 12 (7 4 10.
72. Moe, W. W. (2003). Buying, searching, or browsing: Differentiating between online shoppers using in-store navigational clickstream data. Journal of Consumer Psychology, 13 (1 29 39.
73. Mohr, J., Sengupta, S., & Slater, S. (2005). Marketing of high-technology products and innovations (2nd ed.). Upper Saddle River, NJ : Pearson.
74. Moon, J.-W., & Kim, Y.-G. (2001). Extending the TAM for a World-Wide-Web context. Information and Management, 38 (4 217 230.
75. Moore, G. (1991). Crossing the chasm: Marketing and selling technology to mainstream customers. New York : Harper Collins.
76. Moore, G., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2 (3 192 222.
77. Morton, F., Zettlemeyer, F., & Silva-Risso, J. (2001). Internet car retailing. Journal of Industrial Economics, 49 (4 501 519.
78. National Technology Readiness Survey 2001). Center for Excellence in Service, Robert H. Smith School of Business, accessed November 15, 2006, available at http://www.rhsmith.umd.edu/ces/ntrs.html.
79. Nielsen, J. (1999). User interface directions for the Web. Communications of the ACM, 42 (1 65 72.
80. Nielsen, J. (2000). Designing Web usability. Indianapolis, IN : New Riders.
81. Nielsen//NetRatings 2005). Nielsen//NetRatings, accessed February 6, 2006, available at http://www.nielsen-netratings.com/.
82. Norman, D. A. (1986). Cognitive engineering. In D. A. Norman & S. W. Draper (Eds User centered system design: New perspectives on human-computer interaction. Hillsdale, NJ : Erlbaum, 31 61.
83. Norman, D. A., & Draper, S. W. (1986). User centered system design: New perspectives on human-computer interaction. Hillsdale, NJ : Erlbaum.
84. Oapos;Keefe, R. M., Cole, M., Chau, P., Massey, A. P., Montoya-Weiss, M., & Perry, M. (2000). From the user interface to the customer interface: Results from a global experiment. International Journal of Human Computer Studies, 53 (4 611 628.
85. Olson, G. M., & Olson, J. S. (2003). Human computer interaction: Psychological aspects of the human use of computing. Annual Review of Psychology, 54 (1 491 516.
86. Orlikowski, W. J., & Gash, D. C. (1994). Technological frames: Making sense of information technology in organizations. ACM Transactions on Information Systems, 12 (2 174 207.
87. Palmer, J. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13 (2 151 167.
88. Parasuraman, A. (2000). Technology-readiness index (TRI): A multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research, 2 (4 307 320.
89. Parasuraman, A., & Colby, C. L. (2001). Techno-ready marketing: How and why customers adopt technology. New York : The Free Press, 224.
90. Parasuraman, A., & Grewal, D. (2000). Serving customers and consumers effectively in the 21st century: A conceptual framework and overview. Journal of the Academy of Marketing Science, 28 (1 9 16.
91. Parasuraman, A., Zeithaml, V., & Berry, L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58 (1 111 124.
92. Parasuraman, A., & Zinkhan, G. M. (2002). Marketing to and serving customers through the Internet: An overview and research agenda. Journal of the Academy of Marketing Science, 30 (4 286 295.
93. Pew Internet 2005). Internet activities, accessed February 6, 2006, available at http://www.pewinternet.org/trends/Internet_Activities_12.05.05.htm.
94. Ramsay, M., & Nielsen, J. (2000). WAP usability: Déjà vu: 1994 all over again, accessed February 26, 2007, available at http://www.NNgroup.com/reports/wap.
95. Rice, M. (1997). What makes users revisit a Web site? Marketing News, 31 (6 12.
96. Rogers, E. M. (1983). Diffusion of innovations (3rd ed.). New York : The Free Press.
97. Rosen, J., Mittal, V., Mulsant, B., Degenholtz, H., Castle, N., & Fox, D. (2003). Educating families of nursing home residents: A pilot system using a computer-based system. Journal of the American Medical Directors Association, 4 (3 128 134.
98. Rust, R. T., & Kannan, P. K. (2003). E-service: A new paradigm for business in the electronic environment. Communications of the ACM, 46 (6 37 42.
99. Rust, R. T., & Miu, C. (2006). What academic research tells us about service. Communications of the ACM, 49 (7 49 54.
100. Sasser, W. E., Jr., Olsen, P. R., & Wyckoff, D. D. (1978). Management of service operations: Text and case. Boston : Allyn & Bacon.
101. Settles, C. (2002). Wireless, Inc. New York : American Management Association.
102. Sharkey, J. (2007). Airlines sharpen sites for Web-savvy traveler, accessed February 26, 2007, available at http://www.nytimes.com/2007/02/20/ business/20road.html.
103. Straub, D., & Watson, R. (2001). Transformational issues in researching IS and net-enabled organizations. Information Systems Research, 12 (4 337 345.
104. Tan, F. B., & Hunter, M. G. (2002). The repertory grid technique: A method for the study of cognition in information systems. MIS Quarterly, 26 (1 39 57.
105. Taylor, A., Celuch, K., & Goodwin, S. (2002). Technology readiness in the e-insurance industry: An exploratory investigation and development of an agent technology e-consumption model. Journal of Insurance Issues, 25 (2 142 165.
106. Teo, T. S. H., Lim, V. K. G., & Lai, R. Y. C. (1999). Intrinsic and extrinsic motivation in Internet usage. Omega: International Journal of Management Science, 27 (1 25 37.
107. Thompson, B. (2002). "Statistical," "practical," and "clinical": How many kinds of significance do counselors need to consider? Journal of Counseling and Development, 80 (1 64 71.
108. Tsikriktsis, N. (2004). A technology readiness-based taxonomy of customers: A replication and extension. Journal of Service Research, 7 (1 42 52.
109. Urbaczewski, A., Valacich, J., & Jessup, L. (2003). Mobile commerce opportunities and challenges. Communications of the ACM, 46 (12 31 32.
110. U.S. Census Bureau 2006). Statistical abstract of the United States, accessed November 5, available at http://www.census.gov/prod/www/statistical- abstract.html.
111. van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28 (4 695 704.
112. Venkatesh, V., & Agarwal, R. (2006). Turning visitors into customers: A usability-centric perspective on purchase behavior in electronic channels. Management Science, 52 (3 367 382.
113. Venkatesh, V., & Davis, F. D. (1996). A model of the antecedents of perceived ease of use: Development and test. Decision Sciences, 27 (3 451 481.
114. Venkatesh, V., & Morris, M. G. (2000). Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior. MIS Quarterly, 24 (1 115 139.
115. Venkatesh, V., & Ramesh, V. (2006). Web and wireless site usability: Understanding differences and modeling use. MIS Quarterly, 30 (1 181 206.
116. Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003a). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27 (3 425 478.
117. Venkatesh, V., Ramesh, V., & Massey, A. P. (2003b). "e ≠ m": Ramifications for wireless design. Communications of the ACM, 46 (12 53 56.
118. Wells, W. D. (1975). Psychographics: A critical review. Journal of Marketing Research, 12 (2 196 213.
119. Wells, W. D., & Tigert, T. J. (1971). Activities, interests and opinions. Journal of Advertising Research, 11 (4 27 35.
120. Yang, S., Allenby, G. M., & Fennel, G. (2002). Modeling variation in brand preference: The roles of objective environment and motivating conditions. Marketing Science, 21 (1 14 31.
121. Yankee Group Research 2002). Mobile user survey results part 1: Will next generation data services close the "value gap"? accessed on January 6, 2007, available at http://www.marketresearch.com/product/display.asp? productid=819909&g=1.
122. Zeithaml, V. A., & Gilly, M. C. (1987). Characteristics affecting the acceptance of retailing technologies: A comparison of elderly and non-elderly consumers. Journal of Retail Banking, 63 (1 49 68.
123. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through Web sites: A critical view of extant knowledge. Journal of the Academy of Marketing Science, 30 (4 362 375.
124. Ziff, R. (1971). Psychographics for market segmentation. Journal of Advertising Research, 11 (2 3 9.