Investigating the factors influencing the adoption of m-banking: A cross cultural study

International Journal of Bank Marketing

Volumn 33, Issue 4, 2015, Pages 545-570

  Mortimer, Gary ^a   Neale, Larry ^a   Hasan, Syed Fazal E ^a   Dunphy, Benjamin ^a  

^a QUEENSLAND UNIVERSITY OF TECHNOLOGY   (Australia)

Author keywords

Australia; M banking; Mobile banking adoption; Self service technology; Technology acceptance theory; Thailand

Indexed keywords

EID: 84947049249     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/IJBM-07-2014-0100     Document Type: Article

References (146)

1. ABS (2010), Population by Age and Sex, Australian States and Territories, Commonwealth Publishing Service, Canberra.
2. Adams, D. A., Nelson, R. R. and Todd, P. A. (1992), "Perceived usefulness, ease of use, and usage of information technology: a replication," MIS Quarterly, Vol. 16 No. 2, pp. 227-247.
3. Agarwal, R., Rastogi, S. and Mehrotra, A. (2009), "Customers' perspectives regarding e-banking in an emerging economy," Journal of Retailing and Consumer Services, Vol. 16 No. 5, pp. 340-351.
4. Ajzen, I. (1991), "The theory of planned behaviour," Organizational Behavior and Human Decision Processes, Vol. 50 No. 2, pp. 179-211.
5. Albaum, G., Roster, C. A., Wiley, J., Rossiter, J. and Smith, S. M. (2010), "Designing websurveys in market research: does use of forced answering affect completion rates?," Journal of Marketing Theory and Practice, Vol. 18 No. 3, pp. 285-293.
6. Alsheikh, L. and Bojei, J. (2012), "Customer's perceived value to use mobile banking services," International Conference on Management, Behavioural Sciences And Economics Issues (ICMBSE2012), Penang, 7-8 January.
7. Arvidsson, N. (2014), "Consumer attitudes on mobile payment services-results from a proof of concept test," International Journal of Bank Marketing, Vol. 32 No. 2, pp. 150-170.
8. Asher, J. (1999), "Small business: suddenly everyone wants a piece of it," ABA Banking Journal, Vol. 91 No. 4, pp. 28-32.
9. Bock, P. K. (1994), "Introduction: universal and particular," in Bock, P. K. (Ed.), Handbook of Psychological Anthropology, Greenwood Press, Wesport, CT, pp. 10-19.
10. Bond, M. H., Leung, K., Au, A., Tong, K. K., De Carrasquel, S. R., Murakami, F. and Broer, M. (2004), "Culture-level dimensions of social axioms and their correlates across 41 cultures," Journal of Cross-Cultural Psychology, Vol. 35 No. 5, pp. 548-570.
11. Buzzell, R. (1968), "Can you standardize multinational marketing?," Harvard Business Review, Vol. 46 No. 2, pp. 102-113.
12. Carlsson, C., Hyvonen, K., Repo, P. and Walden, P. (2005), "Asynchronous adoption patterns of mobile services," System Sciences, 2005. Proceedings of the 38th Annual Hawaii International Conference on System Sciences, p. 189.
13. Carlsson, C., Carlsson, J., Hyvonen, K., Puhakainen, J. and Walden, P. (2006), "Adoption of mobile devices/services: searching for answers with the UTAUT," System Sciences, 2006. Proceedings of the 39th Annual Hawaii International Conference on System Sciences, Vol. 6, p. 132.
14. Cavusgil, S. T. and Das, A. (1997), "Methodological issues in empirical cross-cultural research: a survey of the management literature and a framework," MIR: Management International Review, Vol. 37 No. 1, pp. 71-96.
15. Chemingui, H. and lallouna, H. B. (2013), "Resistance, motivations, trust and intention to use mobile financial services," International Journal of Bank Marketing, Vol. 31 No. 7, pp. 574-592.
16. Cheng, T., Lam, D. Y. C. and Yeung, A. C. L. (2006), "Adoption of internet banking: an empirical study in Hong Kong," Decision Support Systems, Vol. 42 No. 3, pp. 1558-1572.
17. Child, D. (1990), The Essentials of Factor Analysis, 2nd ed., Cassell Education Limited, London.
18. Chismar, W. G. and Wiley-Patton, S. (2003), "Does the extended technology acceptance model apply to physicians," System Sciences, 2003. Proceedings of the 36th Annual Hawaii International Conference on System Sciences, p. 8.
19. Chong, A. Y. L., Chan, F. T. S. and Ooi, K. B. (2011), "Predicting Consumer decisions to adopt mobile commerce: cross country empirical examination between China and Malaysia," Decision Support Systems, Vol. 53 No. 1, pp. 34-43.
20. Chong, A. Y. L., Darmawan, N., Ooi, K. B. and Lin, B. (2010), "Adoption of 3G services among Malaysian consumers: an empirical analysis," International Journal of Mobile Communications, Vol. 8, pp. 129-149.
21. Chong, A. Y. L., Ooi, K. B., Lin, B. and Bao, H. J. (2012), "An empirical analysis of the determinants of 3G adoption in China," Computers in Human Behavior, Vol. 28 No. 2, pp. 360-369.
22. Chong, A. Y., Ooi, K., Lin, B. and Tan, B. (2010), "Online banking adoption: an empirical analysis," International Journal of Bank Marketing, Vol. 28 No. 4, pp. 267-287.
23. Chudasri, D. (2002), "A cosy club no longer," Bangkok Post, available at: www. bangkokpost. com/midyear2002/banking (accessed 12 July 2013).
24. Clark, T. (1990), "International marketing and national character: a review and proposal for an integrative theory," The Journal of Marketing, pp. 66-79.
25. Constantiou, I. D., Damsgaard, J. and Knutsen, L. (2006), "Exploring perceptions and use of mobile services: user differences in an advancing market," International Journal of Mobile Communications, Vol. 4 No. 3, pp. 231-247.
26. Curran, J. M. and Meuter, M. L. (2005), "Self-service technology adoption: comparing three technologies," Journal of Services Marketing, Vol. 19 No. 2, pp. 103-113.
27. Dabholkar, P. A. (1992), "Role of affect and need for interaction in on-site service encounters," Advances in Consumer Research, Vol. 19 No. 1, pp. 563-569.
28. Dahlberg, T., Mallat, N., Ondrus, J. and Zmijewska, A. (2008), "Past, present and future of mobile payments research: a literature review," Electronic Commerce Research and Applications, Vol. 7 No. 2, pp. 165-181.
29. Davis, F. D. (1989), "Perceived usefulness, perceived ease of use, and user acceptance of information technology," MIS Quarterly, Vol. 13 No. 3, pp. 319-340.
30. Davis, F. D., Bagozzi, R. P. and Warshaw, P. R. (1989), "User acceptance of computer technology: a comparison of two theoretical models," Management Science, Vol. 35 No. 8, pp. 982-1003.
31. Donthu, N. and Yoo, B. (1998), "Cultural influences on service quality expectations," Journal of Service Research, Vol. 1 No. 2, pp. 178-186.
32. Epstein, J., Klinkenberg, W. D., Wiley, D. and McKinley, L. (2001), "Insuring sample equivalence across internet and paper-and-pencil assessments," Computers in Human Behavior, Vol. 17 No. 3, pp. 330-346.
33. Erbring, L. and Young, A. A. (1979), "Individuals and social structure: contextual effects as endogenous feedback," Sociological Methods and Research, Vol. 7 No. 4, pp. 396-430.
34. Eriksson, K., Kerem, K. and Nilsson, D. (2005), "Customer acceptance of internet banking in Estonia," International Journal of Bank Marketing, Vol. 23 No. 2, pp. 200-216.
35. Evans, J. R. and Mathur, A. (2005), "The value of online surveys," Internet Research, Vol. 15 No. 2, pp. 195-219.
36. Field, A. (2005), Discovering Statistics Using SPSS, 2nd ed., Sage Publications, London.
37. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention And Behavior: An Introduction to Theory and Research, Addison-Wesley, MA.
38. Fisher, G. and Beatson, A. (2002), "The impact of culture on self-service on technology adoption in the hotel industry," International Journal of Hospitality & Tourism Administration, Vol. 3 No. 3, pp. 59-77.
39. Fornell, C. and Larcker, D. F. (1981), "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
40. Gardner, D., Johnson, F., Lee, M. and Wilkinson, I. (2000), "A contingency approach to marketing high technology products," European Journal of Marketing, Vol. 34 Nos 9/10, pp. 1053-1077.
41. Gefen, D. and Straub, D. W. (2000), "The relative importance of perceived ease of use in IS adoption: a study of e-commerce adoption," Journal of the Association for Information Systems, Vol. 1 No. 1, p. 8.
42. Gerbing, D. W. and Anderson, J. C. (1988), "An updated paradigm for scale development incorporating unidimensionality and its assessment," Journal of Marketing Research, Vol. 25 No. 2, pp. 186-192.
43. Gouveia, V. V. and Ros, M. (2000), "Hofstede and Schwartz's models for classifying individualism at the cultural level: their relation to macro-social and macro-economic variables1," Psicothema, Vol. 12, Supplement, pp. 25-33.
44. Gummerus, J. and Pihlstrom, M. (2011), "Context and mobile services' vaue-in-use," Journal of Retailing and Consumer Services, Vol. 18 No. 6, pp. 521-533.
45. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. and Tatham, R. L. (2006), Multivariate data Analysis, Pearson, NJ.
46. Hasan, H. and Ditsa, G. (1999), "The impact of culture on the adoption of IT: an interpretive study," Journal of Global Information Management, Vol. 7 No. 1, pp. 5-15.
47. Herbjørn, N., Pedersen, P. E. and Helge, T. (2005), "Explaining intention to use mobile chat services: moderating effects of gender," The Journal of Consumer Marketing, Vol. 22 Nos 4/5, pp. 247-256.
48. Ho, D. Y. F. (1979), "Psychological implications of collectivism: with special reference to the Chinese case and Maoist dialectics," in Eckensberger, L. H., Lonner, W. J. and Poortinga, Y. H. (Eds), Cross-Cultural Contributions to Psychology, Swets and Zeitlinger, Lisse, pp. 143-150.
49. Hoffman, D. L., Novak, T. P. and Peralta, M. (1999), "Building consumer trust online," Communications of the ACM, Vol. 42 No. 4, pp. 80-85.
50. Hofstede, G. (1980), Culture's Consequences, Beverley Hills, Sage, CA.
51. Hofstede, G. (2007), "A European in Asia," Asian Journal of Social Psychology, Vol. 10 No. 1, pp. 16-21.
52. Hofstede, G. H., Hofstede, G. J. and Minkov, M. (2010), Cultures and Organizations: Software of the mind-Intercultural Cooperation and its Importance for Survival, McGraw-Hill, New York, NY.
53. Hong, J. K. and Lee, Y. (2012), "Determinants of cross-buying intentions in banking services in collectivistic culture," International Journal of Bank Marketing, Vol. 30 No. 5, pp. 328-358.
54. Hooper, D., Coughlan, J. and Mullen, M. (2008), "Structural equation modelling: guidelines for determining model fit," Electronic Journal of Business Research Methods, Vol. 6 No. 1, pp. 53-60.
55. Hsee, C. and Weber, E. (1999), "Cross-national differences in risk preference and lay predictions," Journal of Behavioral Decision Making, Vol. 12 No. 2, pp. 165-179.
56. Hsu, C. H. (1981), Americans and Chinese: Passage to Differences, University of Hawaii Press, Honolulu, HI.
57. Hsu, C. L. and Lin, J. C. C. (2008), "Acceptance of blog usage: the roles of technology acceptance, social influence and knowledge sharing motivation," Information & Management, Vol. 45 No. 1, pp. 65-74.
58. Hult, G. T. M., Ketchen, D. J., Griffith, D. A., Finnegan, C. A., Gonzalez-Padron, T., Harmancioglu, N. and Cavusgil, S. T. (2008), "Data equivalence in cross-cultural international business research: assessment and guidelines," Journal of International Business Studies, Vol. 39 No. 6, pp. 1027-1044.
59. Im, I., Hong, S. and Kang, M. S. (2011), "An international comparison of technology adoption: testing the UTAUT model," Information & Management, Vol. 48 No. 1, pp. 1-8.
60. Jaruwachirathanskul, B. and Fink, D. (2005), "Internet banking adoption strategies for a developing country: the case of Thailand," Internet Research, Vol. 15 No. 3, pp. 295-311.
61. Jarvenpaa, S. L. and Staples, D. S. (2000), "The use of collaborative electronic media for information sharing: an exploratory study of determinants," The Journal of Strategic Information Systems, Vol. 9 No. 2, pp. 129-154.
62. Jones, P. S., Lee, J. W., Phillips, L. R., Zhang, X. E. and Jaceldo, K. B. (2001), "An adaptation of Brislin's translation model for cross-cultural research," Nursing Research, Vol. 50 No. 5, pp. 300-304.
63. Kale, S. and Barnes, J. (1992), "Understanding the domain of cross-national buyer-seller interactions," Journal of International Business Studies, Vol. 23 No. 1, pp. 101-132.
64. Karjaluoto, H., Mattila, M. and Pento, T. (2002), "Factors underlying attitude formation towards online banking in Finland," International Journal of Bank Marketing, Vol. 20 No. 6, pp. 261-272.
65. Kelloway, E. K. (2006), "Structural equation modelling in perspective," Journal of Organizational Behavior, Vol. 16 No. 3, pp. 215-224.
66. Kelman, H. C. (1958), "Compliance, identification, and internalization: three processes of attitude change," Journal of Conflict Resolution, Vol. 2 No. 1, pp. 51-60.
67. Kim, C., Tao, W., Shin, N. and Kim, K.-S. (2010), "An empirical study of customers' perceptions of security and trust in e-payment systems," Electronic Commerce Research and Applications, Vol. 9 No. 1, pp. 84-95.
68. Kim, G., Shin, B. S. and Lee, H. G. (2007), "Understanding dynamics between initial trust and usage intentions of mobile banking," Information Systems Journal, Vol. 19 No. 3, pp. 283-311.
69. King, W. R. and He, J. (2006), "A meta-analysis of the technology acceptance model," Information & Management, Vol. 43 No. 6, pp. 740-755.
70. Kleijnen, M., Wetzels, M. and De Ruyter, K. (2004), "Consumer acceptance of wireless finance," Journal of Financial Services Marketing, Vol. 8 No. 3, pp. 206-217.
71. Kuo, Y. F. and Yen, S. N. (2009), "Towards an understanding of the behavioral intention to use 3G mobile value-added services," Computers in Human Behavior, Vol. 25 No. 1, pp. 103-110.
72. Ladhari, R. and Leclerc, A. (2013), "Building loyalty with online financial services customers: is there a gender difference," Journal of Retailing and Consumer Services, Vol. 20 No. 6, pp. 560-569.
73. Laukkanen, T. (2007), "Internet vs mobile banking: comparing customer value perceptions," Business Process Management Journal, Vol. 13 No. 6, pp. 788-797.
74. Laukkanen, T. and Kiviniemi, V. (2010), "The role of information in mobile banking resistance," The International Journal of Bank Marketing, Vol. 28 No. 5, pp. 372-388.
75. Laukkanen, T. and Lauronen, J. (2005), "Consumer value creation in mobile banking services," International Journal of Mobile Communications, Vol. 3 No. 4, pp. 325-338.
76. Laukkanen, T. and Pasanen, M. (2008), "Mobile banking innovators and early adopters: how they differ from other online users?," Journal of Financial Services Marketing, Vol. 13 No. 2, pp. 86-94.
77. Lee, K. C. and Chung, N. (2009), "Understanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified DeLone and McLean's model perspective," Interacting with computers, Vol. 21 No. 5, pp. 385-392.
78. Lee, M.-C. (2009), "Factors influencing the adoption of internet banking: an integration of TAM and TPB with perceived risk and perceived benefit," Electronic Commerce Research and Applications, Vol. 8 No. 3, pp. 130-141.
79. Lee, M. S. Y., McGoldrick, P. J., Keeling, K. A. and Doherty, J. (2003), "Using ZMET to explore barriers to the adoption of 3G mobile banking services," International Journal of Retail & Distribution Management, Vol. 31 No. 6, pp. 340-348.
80. Leung, K. and Bond, M. H. (1989), "On the empirical identification of dimensions for cross-cultural comparisons," Journal of Cross-Cultural Psychology, Vol. 20 No. 2, pp. 133-151.
81. Leung, L. S. K. and Matanda, M. J. (2013), "The impact of basic human needs on the use of retailing self-service technologies: a study of self-determination theory," Journal of Retailing and Consumer Services, Vol. 20 No. 6, pp. 549-559.
82. Liao, C. H., Tsou, C. W. and Huang, M. F. (2007), "Factors influencing the usage of 3G mobile services in Taiwan," Online Information Review, Vol. 31 No. 6, pp. 759-774.
83. López-Nicolás, C., Molina-Castillo, F. J. and Bouwman, H. (2008), "An assessment of advanced mobile services acceptance: contributions from TAM and diffusion theory models," Information & Management, Vol. 45 No. 6, pp. 359-364.
84. Lovelock, C. H., Wirtz, J. and Keh, H. T. (2002), Services Marketing in Asia: Managing People, Technology, and Strategy, Prentice Hall, Singapore.
85. Lu, J., Yu, C. S., Liu, C. and Yao, J. E. (2003), "Technology acceptance model for wireless internet," Internet Research, Vol. 13 No. 3, pp. 206-222.
86. Luarn, P. and Lin, H. H. (2005), "Toward an understanding of the behavioral intention to use mobile banking," Computers in Human Behavior, Vol. 21 No. 6, pp. 873-891.
87. Malhotra, N. K., Agarwal, J. and Peterson, M. (1996), "Methodological issues in cross-cultural marketing research: a state-of-the-art review," International Marketing Review, Vol. 13 No. 5, pp. 7-43.
88. Malhotra, N. K., Ulgado, F. M., Agarwal, J., Shainesh, G. and Wu, L. (2005), "Dimensions of service quality in developed and developing economies: multi-country cross-cultural comparisons," International Marketing Review, Vol. 22 No. 3, pp. 256-278.
89. Mathieson, K. (1991), "Predicting user intentions: comparing the technology acceptance model with the theory of planned behavior," Information Systems Research, Vol. 2 No. 3, pp. 173-191.
90. Meyers-Levy, J. (1989), "Gender differences in information processing: a selectivity interpretation," in Caffereta, P. and Tybout, A. (Eds), Cognitive and Affective Responses to Advertising, Lexington Books, Lexington, MA, pp. 219-260.
91. Min, Q., Ji, S. and Qu, G. (2008), "Mobile commerce user acceptance study in China: a revised UTAUT model," Tsinghua Science & Technology, Vol. 13 No. 3, pp. 257-264.
92. Moon, J. W. and Kim, Y. G. (2001), "Extending the TAM for a world-wide-web context," Information & Management, Vol. 38 No. 4, pp. 217-230.
93. Newell, F. and Newell-Lemon, K. (2001), Wireless Rules, McGraw-Hill, New York, NY.
94. Ng, S. H., Hossain, A., Ball, P., Bond, M., Hayashi, K., Lim, S. and Yang, K. (1982), "Human values in nine countries," Diversity and Unity in Cross-Cultural Psychology, Vol. 1 No. 17, pp. 169-172.
95. Nilsson, D. (2007), "A cross-cultural comparison of self-service technology use," European Journal of Marketing, Vol. 41 Nos 3/4, pp. 367-381.
96. NSO (2004), The Gender Statistics Survey, Ministry of Information and Communication Technology of Thailand, Bangkok.
97. Nunnally, J. C. and Bernstein, I. (1994), Psychometric Theory, McGraw-Hill, New York, NY.
98. Nysveen, H., Pedersen, P. E. and Thorbjørnsen, H. (2005), "Intentions to use mobile services: antecedents and cross-service comparisons," Journal of the Academy of Marketing Science, Vol. 33 No. 3, pp. 330-346.
99. Park, C. and Jun, J. K. (2003), "A cross-cultural comparison of Internet buying behavior: effects of Internet usage, perceived risks, and innovativeness," International Marketing Review, Vol. 20 No. 5, pp. 534-553.
100. Parsons, T. and Shils, E. E. (1951), Towards a General Theory of Action, Harper & Row Publishers, New York, NY.
101. Pavlou, P. A. (2003), "Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model," International Journal of Electronic Commerce, Vol. 7 No. 3, pp. 101-134.
102. Pavlou, P. A. and Chai, L. (2002), "What drives electronic commerce across cultures? A crosscultural empirical investigation of the theory of planned behavior," Journal of Electronic Commerce Research, Vol. 3 No. 4, pp. 240-253.
103. Phan, K. N. and Ghantous, N. (2013), "Managing brand associations to drive customers' trust and loyalty in Vietnamese banking," International Journal of Bank Marketing, Vol. 31 No. 6, pp. 456-480.
104. Prompattanapakdee, S. (2009), "The adoption and use of personal internet banking services in Thailand," The Electronic Journal of Information Systems in Developing Countries, Vol. 37.
105. Rao, S. and Troshani, I. (2007), "A conceptual framework and propositions for the acceptance of mobile services," Journal of Theorectical and Applied Electronic Commerce Research, Vol. 2 No. 2, pp. 61-73.
106. Reinders, M. J., Dabholkar, P. A. and Frambach, R. T. (2008), "Consequences of forcing consumers to use technology-based self-service," Journal of Service Research, Vol. 11 No. 2, pp. 107-123.
107. Revels, J., Tojib, D. and Tsarenko, Y. (2010), "Understanding consumer intention to use mobile services," Australasian Marketing Journal (AMJ), Vol. 18 No. 2, pp. 74-80.
108. Robinson, C. (1995), "Asian culture," Journal of the Market Research Society, Vol. 38 No. 1, pp. 55-63.
109. Schierz, P. G., Schilke, O. and Wirtz, B. W. (2010), "Understanding consumer acceptance of mobile payment services: an empirical analysis," Electronic Commerce Research and Applications, Vol. 9 No. 3, pp. 209-216.
110. Schwartz, S. H. (1994), "Beyond individualism/collectivism: new cultural dimensions of values," in Kim, U., Triandis, H. C., Kagitcibasi, C., Choi, S. C. and Yoon, G. (Eds), Individualism and Collectivism: Theory, Method, and Applications, Sage Publications, Thousand Oaks, CA, pp. 85-119.
111. Schwartz, S. H. (1997), "Values and cultures," in Schumacker, J. F., Munro, D. and Carr, S. C. (Eds), Motivation and Culture, Routledge, New York, NY, pp. 69-84.
112. Shen, S. (2012), "Mobile payment worldwide: 2009-2016," Mobile Payment Worldwide: 2009-2016, Gartner, 29 May, available at: www. gartner. com/newsroom/id/2028315 (accessed 12 July 2013).
113. Singh, P. N., Huang, S. C. and Thompson, G. G. (1962), "A comparative study of selected attitudes, values, and personality characteristics of American, Chinese, and Indian students," The Journal of Social Psychology, Vol. 57 No. 1, pp. 123-132.
114. Smith, P. B. and Schwartz, S. H. (1997), "Values," in Berry, J. W., Segall, M. H. and Kagitcibasi, C. (Eds), Handbook of Cross-Cultural Psychology, Volume 3: Social Behaviour and Applications, Allyn and Bacon, Boston, MA, pp. 77-118.
115. Smith, T. W. (1988), The Ups and Downs of Cross-National Survey Research, National Opinion Research Center, University of Chicago, Chicago, IL.
116. Soares, A. M., Farhangmehr, M. and Shoham, A. (2007), "Hofstede's dimensions of culture in international marketing studies," Journal of Business Research, Vol. 60 No. 3, pp. 277-284.
117. Soloman, M. R., Surprenant, C., Czepial, J. A. and Gutman, E. G. (1985), "A role theory perspective on dyadic interactions: the service encounter," Journal of Marketing, Vol. 49 No. 1, pp. 99-11.
118. Song, M., Parry, M. E. and Kawakami, T. (2009), "Incorporating network externalities into the technology acceptance model," The Journal of Product Innovation Management, Vol. 26 No. 3, pp. 291-307.
119. Spertus, M. (2012), "With mobile banking on the rise, new apps debut," Washington Business Journal, p. 14.
120. Srite, M. and Karahanna, E. (2006), "The role of espoused national cultural values in technology acceptance," MIS Quarterly, Vol. 30 No. 3, pp. 679-704.
121. Steenkamp, J. B. E. M. (2001), "The role of national culture in international marketing research," International Marketing Review, Vol. 18 No. 1, pp. 30-44.
122. Steenkamp, J. B. E. M., Hofstede, F. and Wedel, M. (1999), "A cross-national investigation into the individual and national cultural antecedents of consumer innovativeness," Journal of Marketing, Vol. 63 No. 2, pp. 55-69.
123. Straub, D., Keil, M. and Brenner, W. (1997), "Testing the technology acceptance model across cultures: a three country study," Information & Management, Vol. 33 No. 1, pp. 1-11.
124. Sun, H. and Zhang, P. (2006), "The role of moderating factors in user technology acceptance," International Journal of Human-Computer Studies, Vol. 64 No. 2, pp. 53-78.
125. Swartz, T. A. and Iacobucci, D. (Eds) (2000), Handbook of Services Marketing and Management, Sage Publications, Thousand Oaks, CA.
126. Taylor, S. and Todd, P. A. (1995), "Understanding information technology usage: a test of competing models," Information Systems Research, Vol. 6 No. 2, pp. 144-176.
127. Teo, T. S. H. and Liu, J. (2007), "Consumer trust in e-commerce in the United States, Singapore and China," Omega, Vol. 35 No. 1, pp. 22-38.
128. Toh, T. W., Govindan, M., Chong, A. Y.-L., Keng-Boon, O. and Seetharam, A. (2009), "What drives Malaysian m-commerce adoption? An empirical analysis," Industrial Management + Data Systems, Vol. 109 No. 3, pp. 370-388.
129. Trappey, C. V. and Trappey, A. J. C. (2001), "Electronic commerce in greater China," Industrial Management & Data Systems, Vol. 101 No. 5, pp. 201-210.
130. Triandis, H. C. (1989), "The self and social behaviour in differing cultural contexts," Psychological Review, Vol. 96 No. 3, pp. 506-520.
131. Triandis, H. C. (1994), Culture and Social Behaviour, McGraw-Hill, New York, NY.
132. Triandis, H. C. (1995), Individualism and Collectivism, Westview Press, Boulder, CO.
133. Van de Vijver, F. J. R. and Leung, K. (2000), "Methodological issues in psychological research on culture," Journal of Cross-Cultural Psychology, Vol. 31 No. 1, pp. 33-51.
134. Vance, A., Elie-Dit-Cosaque, C. and Straub, D. W. (2008), "Examining trust in information technology artifacts: the effects of system quality and culture," Journal of Management Information Systems, Vol. 24 No. 4, pp. 73-100.
135. Venkatesh, V. and Davis, F. D. (2000), "A theoretical extension of the technology acceptance model: four longitudinal field studies," Management Science, Vol. 46 No. 2, pp. 186-204.
136. Venkatesh, V., Morris, M. G., Davis, G. B. and Davis, F. D. (2003), "User acceptance of information technology: toward a unified view," MIS Quarterly, Vol. 27 No. 3, pp. 425-478.
137. Wang, C., Harris, J. and Patterson, P. G. (2012), "Customer choice of self-service technology: the roles of situational influences and past experience," Journal of Service Management, Vol. 23 No. 1, pp. 54-78.
138. Weippl, E. (2001), "The Transition from eCommerce to mCommerce: why security should be the enabling technology," Journal of Information Technology Theory and Application (JITTA), Vol. 3 No. 4, p. 5.
139. Wessels, L. and Drennan, J. (2010), "An investigation of consumer acceptance of M-banking," International Journal of Bank Marketing, Vol. 28 No. 7, pp. 547-568.
140. Wu, J. H. and Wang, S. C. (2005), "What drives mobile commerce?: An empirical evaluation of the revised technology acceptance model," Information & Management, Vol. 42 No. 5, pp. 719-729.
141. Yi-Shun, W., Yu-Min, W., Hsin-Hui, L. and Tang, T.-I. (2003), "Determinants of user acceptance of Internet banking: an empirical study," International Journal of Service Industry Management, Vol. 14 No. 5, pp. 501-519.
142. Yousafzai, S. Y., Foxall, G. R. and Pallister, J. G. (2010), "Explaining internet banking behavior: theory of reasoned action, theory of planned behavior, or technology acceptance model?," Journal of Applied Social Psychology, Vol. 40 No. 5, pp. 1172-1202.
143. Zeithaml, V. A., Parasuraman, A. and Malhotra, A. (2002), "Service quality delivery through web sites: a critical review of extant knowledge," Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362-375.
144. Zhang, J., Beatty, S. E. and Walsh, G. (2008), "Review and future directions of cross-cultural consumer services research," Journal of Business Research, Vol. 61 No. 3, pp. 211-224.
145. Zinn, L. (1993), "Retailing will never be the same," Business Week, pp. 54-60.
146. Wallace, A. F. (1965), Culture and Personality, Random House, New York, NY.