The effect of trust,channel technology,and transaction type on the adoption of self-service bank channels

Few studies have examined customers' beliefs and intentions across different self-service technology channels and different intended uses of these channels. The present work integrates (a) technology acceptance variables (b) trusting beliefs and trusting intention as two distinct constructs, (c) level of customers' information about the channel, in order to test their effect on use intention for two channels, Internet and phone banking, and three banking transactions. Findings from a sample of 762 bank customers reveal that patterns of adoption are quite similar for the two channels but differ across transactions. Furthermore, the trusting intention has a strong mediating role between trusting beliefs and technology-acceptance variables on one hand, and intention to use these channels on the other hand. Several implications for developing intention to use technology-based channels are discussed.     

Conflicting attitudes and scepticism towards online shopping: the role of experience

Researchers typically study how levels of risk perception about online shopping affect whether and how consumers use the channel to buy products. In this paper, we propose to study how different types of attitudes towards online shopping are formed when consumers consider both the benefit and the risk of using the Internet to do their shopping. We consider the possibility that general types of attitudes are formed when consumers' perception of the risk and the benefit of using online shopping conflict. We pay particular attention to the concept of online shopping scepticism where consumers may fully realize the benefit of using the Internet to do their shopping, but also express a certain level of concern about the risk of using that channel. In the risk literature, researchers have shown that experience and increased exposure to a particular technology usually involves the accumulation of more and better knowledge that in turn may lead to a reduction in the perception of the risks involved. In this research, we also explore the role of experience in the context of consumers' intention to use online shopping. More specifically, we postulate that online shopping experience has a direct effect as well as an indirect effect on the intention to use online shopping. Experience with online shopping directly increases the consumer's intention to use the Internet to buy products but it also reduces the degree of scepticism and risk aversion, and that in turn, also increases the intention to use online shopping.     

Why Do Consumers Go Internet Shopping Again? Understanding the Antecedents of Repurchase Intention

Consumer intention of reusing online websites for shopping is a major consequence for an electronic commerce company's profitability. Therefore, understanding the factors that influence online customers' repurchase intentions is of great importance to the EC companies. Drawing on specific dimensions of Social Cognitive Theory (SCT), Information Systems continuance model, Technology Acceptance Model (TAM), and empirical findings from prior studies as antecedents, the related factors were adapted and integrated within the context of Internet shopping repurchase intentions and were tested in a field study. Empirical data for hypotheses testing were collected from the online virtual store of 7-ELEVEN in Taiwan, yielding 444 valid samples. The results show that online consumer repurchase intention is determined by satisfaction, perceived usefulness, perceived ease of use, and Internet shopping self-efficacy. Satisfaction is influenced by perceived usefulness, perceived ease of use, confirmation, and positive Internet shopping experience. Perceived usefulness, in turn, is influenced by behavior modeling, positive Internet shopping experience, Internet shopping self-efficacy, and confirmation. Confirmation is affected by positive Internet shopping experience and behavior modeling. In addition, confirmation has significant effects on perceived ease of use. Finally, positive Internet shopping experience appeared to have a significant impact on Internet shopping self-efficacy. From the empirical data, meaningful findings and conclusions are derived, and suggestions for future research are also discussed.     

Understanding Customers' Intention to Seek for a Better Deal in Electronic Marketplace: The Role of Tolerance for Sacrifice Gap

ABSTRACT

Online consumers make frequent use of the Internet to search for product and price information. In this study, an online model is proposed and empirically tested in investigating the role of tolerance for sacrifice gap in understanding customers' intention to seek for a better deal. Data was collected through an online survey. Structural equation modeling was employed to test hypotheses. The results show that tolerance for sacrifice gap was not only a strong predictor of intention for continuing search but also itself being related to consumer product knowledge, perceived control, and consumer product involvement. Direct relationship between another construct “perceived reduction in sacrifice gap” and “intention to seek for a better deal” was also found. Theoretical and managerial implications are discussed.     

Experimental analysis of consumer channel-mix use

Today's consumers have access to multiple consumer distribution channels. To remain competitive, retailers must offer different contact points to consumers. This empirical study examines channel-mix use decisions for 352 online customers' holiday booking preparations. A scenario based experimental approach studies consumer channel-mix use by channel and decision context attributes. The study models effects of time pressure, expected expenditure, channel quality, and access costs on the use of eight channel options, including traditional and online options. Over one-half of respondents use multiple channels to decide trip booking; however, most travelers book trips using the channel they initially investigated for information. Results show expected expenditure does not influence channel use; however, overall cost affects the booking's timing. Time pressures force respondents to visit a travel agent or collect additional brochures to quickly complete the purchase. Results suggest brochures fulfill an important support role.     

The interplay of counter-conformity motivation,social influence,and trust in customers' intention to adopt Internet banking services: The case of an emerging country

The aim of this paper is to shed light on the roles of counter-conformity motivation, social influence, and trust in explaining customers' intention to adopt Internet banking services. Data is collected from 245 respondents and analyzed using SmartPLS 2.0 M3. Results show that the intention to adopt Internet banking is mainly influenced by trust in the Internet banking services, followed by customers' counter-conformity motivation and performance expectancy. Social influence and trust in the physical bank, however, have indirect impacts on customers’ intention to adopt Internet banking. Effort expectancy has no effect on it.     

The role of involvement: Investigating the effect of brand's social media pages on consumer purchase intention

This study examined the influence of consumer's brand familiarity and the information quality of social media content on their involvement with a brand on the brand's social media pages. Also studied were the influence of involvement on consumer's attitude towards the brand's social media page and the effect of their attitude on future purchase intention from the brand. The results indicated that both brand familiarity and information quality had significant effects on a consumer's involvement with a brand on its social media page, yet the brand's social media content had a greater influence on a consumer's involvement with the social media page. Further, involvement with a brand's social media led to a positive attitude towards the brand's social media page, which in turn influences future purchase intention from the brand. However, the involvement did not directly influence future purchase intention from the brand. The results suggest the significant importance of quality of social media content.     

The theory of planned behavior in e‐commerce: Making a case for interdependencies between salient beliefs

To provide more specific explanation of consumers' purchase intention on the Internet, this study expanded the original theory of planned behavior (TPB) by decomposing belief constructs and by including interdependency terms between salient beliefs. The findings of this study supported the existence of interdependencies between salient beliefs in TPB. Also, the decomposition of attitude components is expected to provide on‐line retailers with more clear‐cut information about customers' evaluative criteria for e‐tailers when they make a purchase decision on the Internet. © 2005 Wiley Periodicals, Inc.     

Effects of perceived behavioral control on the consumer usage intention of e‐coupons

To investigate changes that e‐coupons bring to consumers' coupon usage, the authors of this article developed and estimated models of coupon‐usage intention. The models are based on the theory of reasoned action or the theory of planned behavior. Results show that the theory of planned behavior explains e‐coupon usage intention better than the theory of reasoned action. On the other hand, the intention to use traditional coupons is effectively explained by the theory of reasoned action. Both perceived behavioral control and attitude toward Internet searching have significant effects on the intention to use e‐coupons. Also, heavy users of e‐coupons are different from those of traditional coupons. Light users of traditional coupons have relatively high intention to use e‐coupons if they have more access to e‐coupons. On the other hand, heavy users of traditional coupons have relatively low intention to use e‐coupons if they have less access to them. © 2006 Wiley Periodicals, Inc.     

Market orientation and internet-related cognitions: inside the minds of small business managers

Although both market orientation and the Internet intersect at important strategy implementation areas, surprisingly, these two domains have not been well integrated. With market orientation's focus on the use of information associated with market stakeholders and the Internet's ability to facilitate communication and relationships with both internal and external stakeholders, it makes conceptual and pragmatic sense to explore these two areas in concert. The present research develops and tests a conceptual model explaining relationships among market orientation and Internet-related perceptions for managers in small to mid-sized firms. An examination of the market orientation-Internet usage relationship contributes to understanding the process of how an important strategic orientation – market orientation – translates into a key organisational capability: Internet usage.     

Establishing a Corporate Presence on the Internet in Singapore

Early in 1995, the government of Singapore began to encourage companies to make more productive use of the Internet. Although the Internet had been widely used by researchers and academics before that time, only a few commercial organizations had explored its potential. Because of this government initiative, along with Singapore's excellent information infrastructure, companies began to use the Internet, and especially the World Wide Web, to establish a corporate presence. In this article, I examine what these companies did, the results they encountered, and their strategies for establishing a corporate presence.     

Customer and selling orientations of retail salespeople and the sales manager's ability-to-perceive-emotions: A multi-level approach

Drawing from the mental ability framework and information processing theory, two studies embedded within the B2C retail setting investigate the role of the sales manager's ability-to-perceive-emotions in the complex non-linear relationships between salespeople's customer and selling orientations on one side, and its outcomes (sales performance and customer re-purchase intention) on the other. Using multilevel data from salespeople and their managers, Study 1 tests a theoretical model of salesperson orientation and performance, while Study 2 further verifies the results of Study 1 from the customer's perspective. Both studies find strong empirical support for a curvilinear, inverted U-shaped effect of a salesperson's customer orientation on sales performance and customer re-purchase intention. This effect is, however, reversed for the link between selling orientation and performance/re-purchase intention, where results indicate a U-shaped curvilinear relationship. Furthermore, we show that the sales manager's ability to perceive emotions facilitates the effect of salespeople's customer orientation on sales performance.     

International Web Development

Abstract

Throughout the world, use of the Internet is growing exponentially and bringing mankind closer together. The Internet has become a powerful force in people's lives bringing information from around the globe to the tip of one's fingertips, changing the way the world purchases products and services, and creating new means of communication and media. The possibilities created by the Internet would seem limitless. Unique to each region of the world though is the degree to which the Internet has been adopted and is being utilized. The progression of Internet development has been shown to occur in three stages: acquisition of Web literacy, Web use as an information medium, and Web use for purchasing goods and services. In each of the following geographical regions, North America, South America, Africa, Europe, Middle East, Asia and Oceania, countries can be described as existing in one of these stages. A sampling of the countries within each region analyzes how and to what degree the people of that nation utilize the Internet and who provides the services offered, what services are offered, and obstacles presented in offering those services. Furthermore, the role the Internet plays in commerce, and the extent to which the government of that country has taken in regards to its polices in either regulating and/or promoting the Internet is examined. The factors have been shown to be important in Web development. Today the United States is at the forefront of Internet use and technology; however, it will not be long before that position is challenged by Japan and other countries in Europe and Asia as the Internet becomes more pervasive across the globe.     

The Internetalisation of information,knowledge, and interaction components of the firm's internationalisation process

Abstract

Transcending traditional national borders, the Internet is an evolving technology that has opened up many new international market opportunities. However, ambiguity remains, with limited research and understanding of how the Internet influences the firm's internationalisation-process components. As a consequence, there has been a call for further investigation of the phenomenon. Thus the purpose of this study was to investigate the Internet's impact on internationalisation-process components, specifically, information availability, information usage, and interactive communication, with international market growth. Analysis was undertaken using structural equation modelling. Findings highlight the positive mediating impact of the Internet on information availability and usage, with the international market growth of the firm.     

Adoption of Online Social Networks to Communicate with Financial Institutions

Spain's financial sector is not in a healthy state, and the problems that some financial institutions currently face perpetuate the widespread perception of risk across the entire sector. Moreover, the online social networks (OSN) that emerged a decade ago are suddenly at the very heart of digital society. In this study we develop a predictive model to determine that the motivational factors that influence Spanish users' intention to use OSN to communicate with financial institutions are quality management, availability of information, external conditions, trust, perceived compatibility, perceived usefulness, attitude, and intention. Data were collected from 335 Spanish OSN users through an online survey. The results suggest that quality management has a highly significant and positive effect on perceived usefulness and that perceived usefulness has a positive and significant effect on the intention to use social networks to communicate with financial institutions.     

An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?

Motivated by the lack of knowledge of what factors deterring Internet users from adopting the Internet shopping in developing cultures, this investigation is therefore intended to underline the possible factors responsible for their deterrence. To achieve this objective, a model was proposed by involving factors established in literature as key potential drivers for predicating individuals' behavioral intention to adopt new technologies. The proposed factors were drawn from popular IS/IT adoption theories, namely perceived ease-of-use, perceived usefulness, perceived compatibility, social influence, trust, perceived risk, privacy, security, Internet shopping anxiety, Internet self-efficacy and price. Gender moderating influence was investigated in the conceptualized relationships between proposed factors and behavioral intention.This study was implemented by collecting data through a self-administered questionnaire from a broad diversity of Jordanian Internet users. Analyzing the data which consists of 261 valid datasets was accomplished by using WarpPLS 4.0. The results provide significant statistical evidence in support of all the factors hypothesized to influence behavioral intention to adopt with the exception of three factors: perceived risk, privacy and security. Furthermore, the gender was found to moderate the relationships between five of the proposed factors (perceived ease-of-use, social influence, trust, perceived risk, privacy) and behavioral intention. This study has also revealed some differences between online shoppers (based on prior literature and results) and non-shoppers. Interestingly, the proposed model explains 58% of the total variance in intention to adopt Internet shopping. Findings and limitations are discussed, theoretical contributions and practical implications are outlined, and future research directions are suggested.     

Determinants of customers' intentions to use hedonic networks: The case of Instagram

The emergence of the internet is a challenge for classical economic analysis, as it has a huge impact on people's habits and also on their living standards all over the world. In recent years, a particular attention has been paid to the study of the effect of Internet use and in particular, the impact of social networks on consumer behavior. The aim of this study is to develop a specific model that examines the impact of hedonic technology, such as Instagram, and integrates for the purpose some social factors. The key studied factors are eschewed by the Technology Acceptance Model (TAM). These are perceived pleasure and social identity. In addition, this paper tries to explore social CRM and provide theoretical and practical implications. This study tries also to validate the results of a first study by using a qualitative study. The results confirm the positive effect of perceived pleasure, social identity (cognitive, affective and evaluative) and perceived ease of use on intention to use Instagram. However, we found no empirical support for the significant and positive effect of perceived usefulness on the intention to use social networks. The results of the qualitative study could not validate the impact of perceived usefulness on the intention to use Instagram. The valuable insights gained from this study can be used to improve management practices and to help companies to develop more effective intervention programs to attract, encourage, motivate and influence their potential clients to participate in their social CRM programs.     

Electronic Services Co-Creation Experience: Telecommunications Sector in Tunisia as an Example

Despite the intensive use of the Internet in service delivery, little attention has been paid so far to assessing the impact of the quality of electronic services on the willingness of customers to participate in the co-creation experience online. In order to determine how the consumer reacts to the adoption of new information and communication technologies and, in particular, online telecommunication services, we empirically test the influence of electronic service quality dimensions on the co-creation experience online, integrating the attitude, satisfaction, and intention of the customer. The data were collected from a sample of 263 Tunisian telecommunications customers and analyzed using the structural equation modeling technique. The results show that, even if five dimensions of the quality of the online service positively influence the attitude towards the website, all of the dimensions of the quality of e-services positively influence the e-satisfaction. The results also confirm that customers' attitude towards the website and e-satisfaction positively affect the intention to use the website, which in turn affects the willingness of clients to participate in the experience co-creation online.     

Determinants for Effects of Celebrity Negative Information: When to Terminate a Relationship with a Celebrity Endorser in Trouble?

This study examines three factors that influence consumers’ brand evaluation and purchase intention under negative celebrity information. The study is designed to investigate the effects of consumers’ perceived associative strength between celebrity endorser and brand, the role of congruence between a celebrity endorser's negative information and his/her endorsed brand, and the effects of consumers’ level of brand commitment. The study's findings suggest that congruence or “fit” between a celebrity endorser's negative information and an endorsed brand moderates a consumers’ evaluation of brand and purchase intentions. The study finds that a strong associative link between the brand and the celebrity endorser leads to lower brand evaluation as well as lower purchase intention. It also finds that consumers with a higher level of brand commitment are less likely to react negatively to a celebrity's bad publicity than are consumers with a lower level of brand commitment. Theoretical and practical implications are discussed.     

Organizational communication and information processes in an internet‐enabled environment

A model integrating rationally and socially oriented theories of computer‐mediated communication (CMC) is developed. It was proposed that technology characteristics, individual differences, job position and function, various situational determinants and organizational factors would positively influence employees' Internet use and attitudes. It was further hypothesized that the Internet would substitute for more traditional forms of media (telephone, printed matter) during individual's external search behavior. This model was tested quantitatively and qualitatively with the use of a quasi‐experimental, pretest–posttest design during the facilitated introduction of an Internet‐based CMC system into an organization. A particular focus of the study was an examination of the communication and information channel choices, use, satisfaction and adoption of the Internet‐based CMC system by the employees. Qualitative and/or quantitative support was found for all propositions, except Internet substitutability. Key contributions and recommendations for future research are discussed. © 2000 John Wiley & Sons, Inc.