The impact of complexity and perceived difficulty on consumer revisit intentions

Journal of Marketing Management

Volumn 29, Issue 5-6, 2013, Pages 625-645

  Reynolds, Nina ^a   Ruiz de Maya, Salvador ^b  

^a UNIVERSITY OF SOUTHAMPTON   (United Kingdom)

^b UNIVERSITY OF MURCIA   (Spain)

Author keywords

perceived difficulty; structural equation modelling; task complexity; Technology Acceptance Model

Indexed keywords

EID: 84879689302     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1080/0267257X.2013.774290     Document Type: Article

References (60)

1. Arndt, A., Arnold, T. J. and Landry, T. D. 2006. The effects of polychronic-orientation upon retail employee satisfaction and turnover. Journal of Retailing, 8 (4): 319 - 330. doi: 10.1016/j.jretai.2006.08.005
2. Beers, P. J., Boshuizen, H. P. A., Kirschner, P. A. and Gijelaers, W. H. 2006. Common ground, complex problems and decision making. Group Decision and Negotiation, 15: 529 - 556. doi: 10.1007/s10726-006-9030-1
3. Bown, N. J. 2007. The relevance of judgement and decision making research for marketing: Introduction to the special issue. Marketing Theory, 7 (1): 5 - 11. doi: 10.1177/1470593107073841
4. Bruner, G. C. II and Kumar, A. 2005. Explaining consumer acceptance of handheld Internet devices. Journal of Business Research, 58: 553 - 558. doi: 10.1016/j.jbusres.2003.08.002
5. Bruner, G. C., II and Hensel, P. J. 1996. Marketing scales handbook: A compilation of multi-item measures (Vol. II, 109 - 114. Chicago, IL: American Marketing Association.
6. Burson, K. A. 2007. Consumer-product skill matching: The effects of difficulty on relative self-assessment and choice. Journal of Consumer Research, 34: 104 - 110. doi: 10.1086/513051
7. Campbell, D. J. 1988. Task complexity: A review and analysis. The Academy of Management Review, 13 (1): 40 - 52. doi: 10.2307/258353
8. Childers, T. L., Carr, C. L., Peck, J. and Carson, S. 2001. Hedonic and utilitarian motivations for online retail shopping behaviour. Journal of Retailing, 77: 511 - 535. doi: 10.1016/S0022-4359(01)00056-2
9. Christodoulides, C. and Michaelidou, N. 2010. Shopping motives as antecedents of e-satisfaction and e-loyalty. Journal of Marketing Management, 27 (1-2): 181 - 197. doi: 10.1080/0267257X.2010.489815
10. Coyle, J. R. and Thorson, E. 2001. The effects of progressive levels of interactivity and vividness in web marketing sites. Journal of Advertising, 30 (3): 65 - 77.
11. Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. 1989. User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35 (8): 982 - 1003. doi: 10.1287/mnsc.35.8.982
12. Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. 1992. Extrinsic and intrinsic motivation to use computers in the workplace. Journal of Applied Social Psychology, 22: 1111 - 1132. doi: 10.1111/j.1559-1816.1992.tb00945.x
13. Dellaert, B. G. C., Arentze, T. A. and Timmermans, H. J. P. 2008. Shopping context and consumers' mental representations of complex shopping trip decision problems. Journal of Retailing, 84 (2): 219 - 232.
14. Dellaert, B. G. C., Donkers, B. and Van Soest, A. 2012. Complexity effects in choice experiment-based models. Journal of Marketing Research, 49 (3): 424 - 434. doi: 10.1016/j.jretai.2008.02.001
15. Fasolo, B., Carmeci, F. A. and Misuraca, R. 2009. The effect of choice perception on time spent choosing: When choice takes longer but feels shorter. Psychology and Marketing, 26 (3): 213 - 228. doi: 10.1002/mar.20270
16. Gentry, L. and Calantone, R. 2002. A comparison of three models to explain shop-bot use on the web. Psychology and Marketing, 19 (11): 945 - 956. doi: 10.1002/mar.10045
17. Glöckner, A. and Betsch, T. 2008. Multiple-reason decision making based on automatic processing. Journal of Experimental Psychology: Learning, Memory & Cognition, 34 (5): 1055 - 1075.
18. Gu, J. C., Fan, L., Suh, Y. H. and Lee, S. C. 2010. Comparing utilitarian and hedonic usefulness to user intention in multipurpose information systems. Cyberpsychology, Behavior, and Social Networking, 13 (3): 287 - 297. doi: 10.1089/cyber.2009.0167
19. Ha, S. and Stoel, L. 2009. Consumer e-shopping acceptance: Antecedents in a Technology Acceptance Model. Journal of Business Research, 62: 565 - 571. doi: 10.1016/j.jbusres.2008.06.016
20. Haynes, G. A. 2009. Testing the boundaries of the choice overload phenomenon: The effect of number of options and time pressure on decision difficulty and satisfaction. Psychology and Marketing, 26 (3): 204 - 212. doi: 10.1002/mar.20269
21. Im, H. and Ha, Y. 2011. The effect of perceptual fluency and enduring involvement on situational involvement in an online apparel shopping context. Journal of Fashion Marketing and Management, 15 (3): 345 - 362. doi: 10.1108/13612021111151923
22. Kim, J. and Forsythe, S. 2008. Adoption of virtual try-on technology for online apparel shopping. Journal of Interactive Marketing, 22 (2): 45 - 59. doi: 10.1002/dir.20113
23. Kim, J. S. 1980. Relationships of personality to perceptual and behavioral responses in stimulating and nonstimulating tasks. The Academy of Management Journal, 23 (2): 307 - 319. doi: 10.2307/255433
24. Kivetz, R., Netzer, O. and Srinivasan, V. 2004. Extending compromise effect models to complex buying situations and other context effects. Journal of Marketing Research, 41 (3): 262 - 268. doi: 10.1509/jmkr.41.3.262.35993
25. Koufaris, M. 2002. Applying the Technology Acceptance Model and flow theory to online consumer behavior. Information Systems Research, 13 (2): 205 - 223. doi: 10.1287/isre.13.2.205.83
26. Kozup, J. C. and Creyer, E. H. 2006. Boundary conditions of the impact of a hypervigilant coping style on the subjective decision-making experience. Psychology and Marketing, 23 (11): 905 - 925. doi: 10.1002/mar.20139
27. Kruger, J. 1999. Lake Wobegon be gone! The 'below-average effect' and the egocentric nature of comparative ability judgments. Journal of Personality and Social Psychology, 77 (2): 221 - 232.
28. Lee, H.-H. and Chang, E. 2011. Consumer attitudes toward online mass customization: An application of extended Technology Acceptance Model. Journal of Computer-Mediated Communication, 16: 171 - 200. doi: 10.1111/j.1083-6101.2010.01530.x
29. Lejarraga, T. 2010. When experience is better than description: Time delays and complexity. Journal of Behavioral Decision Making, 23: 100 - 116. doi: 10.1002/bdm.666
30. Litt, A. and Tormala, Z. L. 2010. Fragile enhancement of attitudes and intentions following difficult decisions. Journal of Consumer Research, 37: 584 - 598. doi: 10.1086/654892
31. Liu, C. and Forsythe, S. 2010. Sustaining online shopping: Moderating role of online shopping motives. Journal of Internet Commerce, 9: 83 - 103. doi: 10.1080/15332861.2010.503848
32. Liu, Y. and Li, H. 2011. Exploring the impact of use context on mobile hedonic services adoption: An empirical study on mobile gaming in China. Computers in Human Behavior, 27: 890 - 898. doi: 10.1016/j.chb.2010.11.014
33. Lu, Y., Deng, Z. and Wang, B. 2010. Exploring factors affecting Chinese consumers' usage of short message service for personal communication. Information Systems Journal, 20: 183 - 208. doi: 10.1111/j.1365-2575.2008.00312.x
34. McCloskey, D. W. 2006. The importance of ease of use, usefulness, and trust to online consumers: An examination of the Technology Acceptance Model with older consumers. Journal of Organizational and End User Computing, 18 (3): 47 - 65. doi: 10.4018/joeuc.2006070103
35. Moons, I. and De Pelsmacker, P. 2012. Emotions as determinants of electric car usage intention. Journal of Marketing Management, 28 (3-4): 195 - 237. doi: 10.1080/0267257X.2012.659007
36. Nadkarni, S. and Gupta, R. 2007. A task-based model of perceived website complexity. MIS Quarterly, 31 (3): 501 - 524.
37. Nolan, D. 1997. Quantitative parsimony. British Journal for the Philosophy of Science, 48 (3): 329 - 343. doi: 10.1093/bjps/48.3.329
38. Nowlis, S. M., Dhar, R. and Simmonson, I. 2010. The effect of decision order on purchase quantity decisions. Journal of Marketing Research, 47 (4): 725 - 737. doi: 10.1509/jmkr.47.4.725
39. Rose, S. and Samouel, P. 2009. Internal psychological versus external market-driven determinants of the amount of consumer information search amongst online shoppers. Journal of Marketing Management, 25 (1-2): 171 - 190. doi: 10.1362/026725709X410089
40. Sagi, A. and Friedland, N. 2007. The cost of richness. The effect of the size and diversity of decision sets on post-decision regret. Journal of Personality and Social Psychology, 93 (4): 515 - 524. doi: 10.1037/0022-3514.93.4.515
41. Schifferstein, H. N. J. and Zwartkruis-Pelgrim, E. P. H. 2008. Consumer-product attachment: Measurement and design implications. International Journal of Design, 2 (3): 1 - 14.
42. Shen, J. and Eder, L. 2011. An examination of factors associated with user acceptance of social shopping websites. International Journal of Technology and Human Interaction, 7 (1): 19 - 36. doi: 10.4018/jthi.2011010102
43. Shin, D. H. 2009. An empirical investigation of a modified technology acceptance model of IPTV. Behaviour and Information Technology, 28 (4): 361 - 372. doi: 10.1080/01449290701814232
44. Shin, D. H. 2010. The dynamic user activities in massive multiplayer online role-playing games. International Journal of Human-Computer Interaction, 26 (4): 317 - 344. doi: 10.1080/10447310903575473
45. Singh, N., Fassott, G., Chao, M. C. H. and Hoffmann, J. A. 2006. Understanding international web site usage: A cross-national study of German, Brazilian, and Taiwanese online consumers. International Marketing Review, 23: 83 - 97. doi: 10.1108/02651330610646304
46. Stern, B. B., Royne, M. B., Stafford, T. F. and Bienstock, C. C. 2008. Consumer acceptance of online auctions: An extension and revision of the TAM. Psychology and Marketing, 25 (7): 619 - 636. doi: 10.1002/mar.20228
47. Stradler, T. J., Ramaswami, S. N. and Houle, P. A. 2007. Perceived network externalities and communication technology acceptance. European Journal of Information Systems, 16: 54 - 65. doi: 10.1057/palgrave.ejis.3000657
48. Sung, J. and Coursaris, C. May 2011. Interactivity effects on the usefulness, ease of use, and enjoyment of university mobile websites, May, Boston, MA: Paper presented at the annual meeting of the International Communication Association, TBA.
49. Swait, J. and Adamowicz, W. 2001. The influence of task complexity on consumer choice: A latent class model of decision strategy switching. Journal of Consumer Research, 28: 135 - 148. doi: 10.1086/321952
50. Teo, T. 2010. A path analysis of pre-service teachers' attitudes to computer use: Applying and extending the Technology Acceptance Model in an educational context. Interactive Learning Environments, 18 (1): 65 - 79. doi: 10.1080/10494820802231327
51. Thomas, M. and Tsai, C. I. 2012. Psychological distance and subjective experience: How distancing reduces the feelings of difficulty. Journal of Consumer Research, 39 (2): 324 - 340. doi: 10.1086/663772
52. Thompson, D. V., Hamilton, R. W. and Petrova, P. K. 2009. When mental simulation hinders behaviour: The effects of process-oriented thinking on decision difficulty and performance. Journal of Consumer Research, 36: 562 - 574. doi: 10.1086/599325
53. Tsang, P. S., Velazquez, V. L. and Vidulich, M. A. 1996. Viability of resource theories in explaining time-sharing performance. Acta Psychologica, 91: 175 - 206. doi: 10.1016/0001-6918(94)00055-7
54. Valenzuela, A., Dhar, R. and Zettelmeyer, F. 2009. Contingent response to self-customization procedures: Implications for decision satisfaction and choice. Journal of Marketing Research, 46 (6): 754 - 763. doi: 10.1509/jmkr.46.6.754
55. Venkatesh, V., Morris, M. G., Davis, F. D. and Davis, G. B. 2003. User acceptance of information technology: Toward a unified view. MIS Quarterly, 27: 425 - 478.
56. Wakefield, R. L., Wakefield, K. L., Baker, J. and Wang, L. C. 2011. How website socialness leads to website use. European Journal of Information Systems, 20: 118 - 132. doi: 10.1057/ejis.2010.47
57. Wen, C., Prybutok, V. R. and Xu, C. 2011. An integrated model for customer online repurchase intention. Journal of Computer Information Systems, 52 (1): 14 - 23.
58. White, C. J. 2010. The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time. Journal of Marketing Management, 26 (5-6): 381 - 394. doi: 10.1080/02672571003633610
59. Wilcox, K. and Song, S. 2011. Discrepant fluency in self-customization. Journal of Marketing Research, 48: 729 - 740. doi: 10.1509/jmkr.48.4.729
60. Wood, R. E. 1986. Task complexity: Definition of the construct. Organizational Behavior and Human Decision Processes, 37: 60 - 82. doi: 10.1016/0749-5978(86)90044-0