In search of e-service value: Technology-exploitation vs. certainty-seeking online behaviours

Service Industries Journal

Volumn 30, Issue 8, 2010, Pages 1377-1400

  Lin, Chien Hsin ^a  

^a YU DA UNIVERSITY   (Taiwan)

Author keywords

e service; e service value; Online shopping; Perceived value; Technology readiness

Indexed keywords

CONSUMPTION BEHAVIOR; ELECTRONIC COMMERCE; INNOVATION; MARKETING; PERCEPTION; SERVICE SECTOR; TECHNOLOGY ADOPTION; TECHNOLOGY DIFFUSION; TRANSACTION COST;

EID: 77953100464     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060802613541     Document Type: Article

References (105)

1. Alba, J.W., & Hutchinson, W. (1987). Dimensions of consumer expertise. Journal of Consumer Research, 13(4), 411-454.
2. Anderson, J.C., & Gerbing, D.W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
3. Babin, B.J., Darden, W.R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644-656.
4. Baker, J., Parasuraman, A., Grewal, D., & Voss, G.B. (2002). The influence of multiple store environment cues on perceived merchandise value and patronage intentions. Journal of Marketing, 66(2), 120-141.
5. Bandura, A. (1994). Self-efficacy: The experience of control. New York: Freeman.
6. Beatson, A., Lee, N., & Coote, L.V. (2007). Self-service technology and the service encounter. The Service Industries Journal, 27(1), 75-89.
7. Bendapudi, N., & Leone, R.P. (2003). Psychological implications of consumer participation in co- production. Journal of Marketing, 67(1), 14-28.
8. Bettman, J.R. (1979). An information processing theory of consumer choice. Reading, MA: Addison- Wesley.
9. Bitner, M.J., Brown, S.W., & Meuter, M.L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
10. Bobbitt, L.M., & Dabholkar, P.A. (2001). Integrating attitudinal theories to understand and predict use of technology-based self-service: The Internet as an illustration. International Journal of Service Industry Management, 12(5), 423-450.
11. Brady, M.K., & Robertson, C.J. (1999). An exploratory study of service value in the USA and Ecuador. International Journal of Service Industry Management, 10(5), 469-486.
12. Brislin, R.W. (1980). Translation and content analysis of oral and written materials. In H.C. Triandis & J.W. Berry (Eds.), Handbook of cross-cultural psychology (Vol. 2, pp. 389-444). Boston: Allyn and Bacon.
13. Campbell, M.C., & Goodstein, R.C. (2001). The moderating effect of perceived risk on consumers' evaluations of product incongruity: Preference for the norm. Journal of Consumer Research, 28(3),439-449.
14. Carte, T.A., & Russell, C.J. (2003). In pursuit of moderation: Nine common errors and their solutions. MIS Quarterly, 27(3), 479-501.
15. Chen, Z., & Dubinsky, A.J. (2003). A conceptual model of perceived customer value in e-commerce: A preliminary investigation. Psychology and Marketing, 20(4), 323-347.
16. Chin, W.W. (1998a). Issues and opinion on structural equation modeling. MIS Quarterly, 22(1), vii-xvi.
17. Chin, W.W. (1998b). The partial least squares approach for structural equation modeling. In G.A. Marcoulides (Ed.), Modern methods for business research (pp. 295-336). Mahwah, NJ: Lawrence Erlbaum.
18. Chin, W.W. (2003). PLS-graph user guide version 3.0. Unpublished manuscript.
19. Chiou, J.S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613-627.
20. Chiou, J.S., Droge, C., & Hanvanich, S. (2002). Does customer knowledge affect how loyalty is formed? Journal of Service Research, 5(2), 113-124.
21. Chiou, J.S., & Shen, C.C. (2006). The effects of satisfaction, opportunism, and asset specificity on consumers' loyalty intention toward Internet portal sites. International Journal of Service Industry Management, 17(1), 7-22.
22. Colgate, M., Tong, V.T.U., Lee, C.K.C., & Farley, J.U. (2007). Back from the brink: Why customers stay. Journal of Service Research, 9(3), 211-228.
23. Collier, J.E., & Bienstock, C.C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
24. Cronin, J.J., Jr, Brady, M.K., Brand, R.R., Hightower, R., Jr, & Shemwell, D.J. (1997). A cross-sectional test of the effect and conceptualization of service value. The Journal of Services Marketing, 11(6), 375-391.
25. Dabholkar, P.A., & Bagozzi, R.P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201.
26. Diamantopoulos, A. (2006). The error term in formative measurement models: Interpretation and modeling implications. Journal of Modelling in Management, 1(1), 7-17.
27. Dowling, G.R. (1986). Perceived risk: The concept and its measurement. Psychology and Marketing, 3(3),193-210.
28. Dowling, G.R. (1999). Perceived risk. In P.E. Earl & S. Kemp (Eds.), The Elgar companion to consumer research and economic psychology (pp. 419-424). Cheltenham, UK: Edward Elgar.
29. Dowling, G.R., & Staelin, R. (1994). A model of perceived risk and intended risk-handling activity. Journal of Consumer Research, 21(1), 119-134.
30. Eng, T.Y., & Kim, E.J. (2006). An examination of the antecedents of e-customer loyalty in a Confucian culture: The case of South Korea. The Service Industries Journal, 26(4), 437-458.
31. Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8(4), 330-345.
32. Fassnacht, M., & Koese, I. (2006). Quality of electronic services: Conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19-37.
33. Featherman, M.S., & Pavlou, P.A. (2003). Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59(4), 451-474.
34. Fornell, C., & Bookstein, F.L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19(4), 440-452.
35. Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
36. Fuglsang, L., & Sundbo, J. (2006). Flow and consumers in e-based self-services: New provider-consumer relations. The Service Industries Journal, 26(4), 361-379.
37. Gallarza, M.G., & Saura, I.G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students' travel behaviour. Tourism Management, 27(3), 437-452.
38. Geisser, S. (1975). The predictive sample reuse method with applications. Journal of the American Statistical Association, 70(350), 320-328.
39. Gurhan-Canli, Z., & Batra, R. (2004). When corporate image affects product evaluations: The mod- erating role of perceived risk. Journal of Marketing Research, 41(2), 197-205.
40. Heinonen, K. (2006). Temporal and spatial e-service value. International Journal of Service Industry Management, 17(4), 380-400.
41. Hirschman, E.C. (1980). Innovativeness, novelty seeking and consumer creativity. Journal of Consumer Research, 7(3), 283-295.
42. Holbrook, M.B., & Hirschman, E.C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140.
43. Hsieh, Y.C., Chiu, H.C., & Chiang, M.Y. (2005). Maintaining a committed online customer: A study across search-experience-credence products. Journal of Retailing, 81(1), 75-82.
44. Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2), 195-204.
45. Jahng, J., Jain, H., & Ramamurthy, K. (2001). The impact of electronic commerce environment on user behaviour. e-Service Journal, 1(1), 41-53.
46. Janda, S., Trocchia, P.J., & Gwinner, K.P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5), 412-431.
47. John, D.R., Scott, C.A., & Bettman, J.R. (1986). Sampling data for covariation assessment: The effect of prior beliefs on search patterns. Journal of Consumer Research, 13(1), 38-47.
48. Johnson, M.D., Herrmann, A., & Huber, F. (2006). The evolution of loyalty intentions. Journal of Marketing, 70(2), 122-132.
49. Kahneman, D., & Tversky, A. (1979). Prospect theory: An analysis of decisions under risk. Econometrica, 47(2), 263-291.
50. Lin, J.S.C., & Hsieh, P.L. (2006). The role of technology readiness in customers' perception and adoption of self-service technologies. International Journal of Service Industry Management, 17(5), 497-517.
51. Lin, J.S.C., & Hsieh, P.L. (2007). The influence of technology readiness on satisfaction and behav- ioural intentions toward self-service technologies. Computers in Human Behavior, 23(3), 1597-1615.
52. Lin, C.H., Sher, P.J., & Shih, H.Y. (2005). Past progress and future directions in conceptualizing customer perceived value. International Journal of Service Industry Management, 16(4), 318-336.
53. Lin, C.H., Shih, H.Y., & Sher, P.J. (2007). Integrating technology readiness into technology acceptance: The tram model. Psychology and Marketing, 24(7), 641-657.
54. Lohmoller, J.B. (1989). Latent variable path modeling with partial least squares. New York: Springer.
55. Lovelock, C.H., & Wirtz, J. (2004). Services marketing: People, technology, strategy (5th ed.). Upper Saddle River, NJ: Pearson Education.
56. Lovelock, C.H., & Wright, L.K. (1999). Principles of service marketing and management. Upper Saddle River, NJ: Prentice Hall.
57. Lusch, R.F., Brown, S.W., & Brunswick, G. (1992). A general framework for explaining internal vs. external exchange. Journal of the Academy of Marketing Science, 20(2), 119-134.
58. Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measure- ment and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1),39-56.
59. Matthing, J., Kristensson, P., Gustafsson, A., & Parasuraman, A. (2006). Developing successful technology-based services: The issue of identifying and involving innovating users. Journal of Services Marketing, 20(5), 288-297.
60. McKee, D., Simmers, C.S., & Licata, J. (2006). Customer self-efficacy and response to service. Journal of Service Research, 8(3), 207-220.
61. Meuter, M.L., Bitner, M.J., Ostrom, A.L., & Brown, S.W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of Marketing, 69(2), 61-83.
62. Meuter, M.L., Ostrom, A.L., Bitner, M.J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899-906.
63. Meuter, M.L., Ostrom, A.L., Roundtree, R.I., & Bitner, M.J. (2000). Self-service technologies: Understanding consumer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
64. Mick, D.G., & Fournier, S. (1998). Paradoxes of technology: Consumer cognizance, emotions, and coping strategies. Journal of Consumer Research, 25(2), 123-143.
65. Mitchell, V.W., & Greatorex, M. (1993). Risk perception and reduction in the purchase of consumer services. The Service Industries Journal, 13(2), 179-200.
66. Moore, G.A. (2002). Crossing the chasm: Marketing and selling disruptive products to mainstream customers (Rev. ed.). New York: HarperCollins.
67. Moore, G.C., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2(3), 192-222.
68. Parasuraman, A. (1997). Reflections on gaining competitive advantage through consumer value. Journal of the Academy of Marketing Science, 25(2), 154-161.
69. Parasuraman, A. (2000). Technology readiness index (TRI): A multiple-item scale to measure readi- ness to embrace new technologies. Journal of Service Research, 2(4), 307-320.
70. Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168-174.
71. Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
72. Peracchio, L.A., & Tybout, A.M. (1996). The moderating role of prior knowledge in schema-based product evaluation. Journal of Consumer Research, 23(3), 177-192.
73. Petty, R.E., Cacioppo, J.T., & Schumann, D. (1983). Central and peripheral routes to advertising effectiveness: The moderating role of involvement. Journal of Consumer Research, 10(2), 135-146.
74. Quan, N.T. (1988). The prediction sum of squares as a general measure for regression diagnostics. Journal of Business and Economic Statistics, 6(4), 501-504.
75. Rao, A.R., & Monroe, K.B. (1988). The moderating effect of prior knowledge on cue utilization in product evaluations. Journal of Consumer Research, 15(2), 253-264.
76. Reibstein, D.J. (2002). What attracts customers to online stores, and what keeps them coming back? Journal of the Academy of Marketing Science, 30(4), 465-473.
77. Rogers, E.M. (2003). Diffusion of innovations (5th ed.). New York: The Free Press.
78. Rust, R.T., & Lemon, K.N. (2001). E-service and the consumer. International Journal of Electronic Commerce, 5(3), 85-101.
79. de Ruyter, K., Wetzels, M., & Kleijnen, M. (2001). Consumer adoption of e-service: An experimen- tal study. International Journal of Service Industry Management, 12(2), 184-207.
80. Sheth, J.N., & Parvatiyar, A. (1995). Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255-271.
81. Shim, S., Eastlick, M.A., Lotz, S.L., & Warrington, P. (2001). An online prepurchase intentions model: The role of intention to search. Journal of Retailing, 77(3), 397-416.
82. Sirohi, N., McLaughlin, E.W., & Wittink, D.R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of Retailing, 74(2), 223-245.
83. Sousa, R., & Voss, C.A. (2006). Service quality in multichannel services employing virtual channels. Journal of Service Research, 8(4), 356-371.
84. Steenkamp, J.E.M., & Geyskens, I. (2006). How country characteristics affect the perceived value of web sites. Journal of Marketing, 70(3), 136-150.
85. Stone, M. (1974). Cross-validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society, 36(2), 111-133.
86. Stone, R.N., & Gronhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European Journal of Marketing, 27(3), 39-50.
87. Sweeney, J.C., Soutar, G.N., & Johnson, L.W. (1999). The role of perceived risk in the quality- value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77-105.
88. Thompson, D.V., Hamilton, R.W., & Rust, R.T. (2005). Feature fatigue: When product capabilities become too much of a good thing. Journal of Marketing Research, 42(4), 431-442.
89. Turel, O., Serenko, A., & Bontis, N. (2007). User acceptance of wireless short messaging services: Deconstructing perceived value. Information and Management, 44(1), 63-73.
90. Ulaga, W., & Eggert, A. (2006). Value-based differentiation in business relationships: Gaining and sustaining key supplier status. Journal of Marketing, 70(1), 119-136.
91. Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioural intentions. Journal of Service Research, 3(3), 232-240.
92. Walczuch, R., Lemmink, J., & Streukens, S. (2007). The effect of service employees' technology readiness on technology acceptance. Information and Management, 44(2), 206-215.
93. Walker, R.H., Lees, M.C., Hecker, R., & Francis, H. (2002). Technology-enabled service delivery: An investigation of reasons affecting consumer adoption and rejection. International Journal of Service Industry Management, 13(1), 91-106.
94. Williamson, O.E. (1985). The economic institutions of capitalism: Firms, markets, relational contracting. New York: The Free Press.
95. Wind, J., & Rangaswamy, A. (2000). Consumerization: The next revolution in mass customisation (Marketing Science Institute Working Paper No. 00-108). Cambridge, MA: Marketing Science Institute.
96. Wolfinbarger, M., & Gilly, M.C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198.
97. Woodruff, R.B. (1997). Consumer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
98. Yang, Z., Cai, S., Zhou, Z., & Zhou, N. (2005). Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information and Management, 42(4), 575-589.
99. Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfac- tion: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
100. Yang, Z., & Peterson, R.T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology and Marketing, 21(10), 799-822.
101. Yen, H.R. (2005). An attribute-based model of quality satisfaction for Internet self-service techno- logy. The Service Industries Journal, 25(5), 1-19.
102. Zeithaml, V.A. (1988). Consumer perceptions of price, quality and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
103. Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice (Working Paper No. 00-115). Cambridge, MA: Marketing Science Institute.
104. Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
105. Zhu, F.X., Wymer, W., Jr, & Chen, I. (2002). It-based services and service quality in consumer banking. International Journal of Service Industry Management, 13(1), 69-90.