nach oben

vorheriger Artikel Does the nature of the relationship really matt...

nächster Artikel Cultivating service-oriented citizenship behavi...

Tipp

Self-customization of online service environments by users and its effect on their continuance intention

Zeitschrift:: Service Business > Ausgabe 2/2015

Autoren:: Youn Jung Kang, Won Jun Lee

Abstract

Service providers embed self-customization options into their web-based service systems to facilitate user-centered service creation and consumption. The aim of this study is to demonstrate that provision of such self-customization features offers customer lock-in effects. Specifically, the study explores how the act of self-customization enhances users’ self-efficacy beliefs and perceived fit of the resulting service environment with their wants and needs. An AMOS analysis based on survey data of 600 undergraduate students indicates that (1) self-customization enhances perceived fit and self-efficacy and (2) they in turn enhance users’ motivation and continuance intention.

Bitte loggen Sie sich ein, um Zugang zu diesem Inhalt zu erhalten

Jetzt einloggen Kostenlos registrieren

Sie möchten Zugang zu diesem Inhalt erhalten? Dann informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 69.000 Bücher
über 500 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Umwelt
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Testen Sie jetzt 30 Tage kostenlos.

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 58.000 Bücher
über 300 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Testen Sie jetzt 30 Tage kostenlos.

Jetzt informieren

Agarwal R, Karahanna E (2000) Time flies when you’re having fun: cognitive absorption and beliefs about information technology usage. MIS Quart 24(4):665–695 CrossRef

Anderson JC, Gerbing DW (1988) Structural equation modeling in practice: a review and recommended two-step approach. Psychol Bull 103(3):411–423 CrossRef

Bagozzi RP, Yi Y, Phillips LW (1991) Assessing construct validity in organizational research. Admin Sci Quart 36(3):421–458 CrossRef

Bandura A (1977) Self-efficacy: toward a unifying theory of behavioral change. Psychol Rev 84(2):191–215 CrossRef

Bandura A (1989) Human agency in social cognitive theory. Am Psychol 44(9):1175–1184 CrossRef

Bandura A (1997) Self-efficacy: the exercise of control. WH Freeman, New York

Bandura A (2001) Social cognitive theory of mass communication. Media Psychol 3(3):265–299 CrossRef

Bandura A, Locke E (2003) Negative self-efficacy and goal effects revisited. J Appl Psychol 88(1):87–99 CrossRef

Bandura A, Schunk DH (1981) Cultivating competence, self-efficacy, and intrinsic interest through proximal self-motivation. J Pers Soc Psychol 41(3):586–598 CrossRef

Bearden WO, Sharma S, Teel JE (1982) Sample size effects on chi square and other statistics used in evaluating causal models. J Marketing Res 19(4):425–430 CrossRef

Bentler P, Bonnett DG (1980) Significance tests and goodness of fit in the analysis of covariance structures. Psychol Bull 88(3):588–606 CrossRef

Bettman JR, Luce MF, Payne JW (1998) Constructive consumer processes. J Consum Res 25(3):187–217 CrossRef

Bhattacherjee A, Barfar A (2011) Information technology continuance research: current state and future directions. Asia Pac J Inf Syst 21(2):1–18

Chin WW (1998) Issues and opinion on structural equation modeling. MIS Quart 21(1):7–16

Compeau D, Higgins CA, Huff S (1999) Social cognitive theory and Individual reactions to computing technology: a longitudinal study. MIS Quart 23(2):145–158 CrossRef

Davis FD, Bagozzi RP, Warshaw PR (1992) Extrinsic and intrinsic motivation to use computers in the workplace. J Appl Soc Psychol 22(14):1111–1132 CrossRef

Deci EL, Ryan RM (1985) Intrinsic motivation and self-determination in human behavior. Plenum, New York CrossRef

Deci EL, Koestner R, Ryan RM (1999) A meta-analytic review of experiments examining the effects of extrinsic rewards on intrinsic motivation. Psychol Bull 125(6):627–668 CrossRef

del Brio JÁ, Fernández E, Junquera B (2007) Customer interaction in environmental innovation: the case of cloth diaper laundering. Serv Bus 1:141–158 CrossRef

Dellaert BGC, Dabholkar PA (2009) Increasing the attractiveness of mass-customization: the role of complementary online services and range of options. Int J Electron Comm 13(3):43–70 CrossRef

Fan H, Poole MS (2006) What is personalization? Perspectives on the design and implementation of personalization in information systems. J Org Comp Elect Comm 16(3&4):179–202

Fornell C, Larcker D (1981) Structural equation models with unobservable variables and measurement error. J Marketing Res 18(1):39–50 CrossRef

Franke N, Keinz P, Steger C (2009) Testing the value of customization: when do customers really prefer products tailored to their preferences? J Marketing 73(5):103–121 CrossRef

Franke N, Schreier M, Kaiser U (2010) The I designed it myself effect in mass customization. Manage Sci 56(1):125–140 CrossRef

Gretzel U, Fesenmaier DR (2006) Persuasion in recommender systems. Int J Electron Comm 11(2):81–100 CrossRef

Hasan B (2006) Delineating the effects of general and system-specific computer self-efficacy beliefs on IS acceptance. Inform Manage 43:565–571 CrossRef

Hayduk LA (1987) Structural equation modeling with LISREL: essentials and advances. Johns Hopkins University Press, Baltimore

Hsu MH, Chiu CM (2004) Predicting electronic service continuance with a decomposed theory of planned behavior. Behav Inform Technol 23(5):359–373 CrossRef

Igbaria M, Parasuraman S, Baroudi JJ (1996) A motivational model of microcomputer usage. J Manage Inform Syst 13(1):127–143

Kamis A, Koufaris M, Stern T (2008) Using an attribute-based decision support system for user-customized products online: an experimental investigation. MIS Quart 32(1):159–177

Kang YS, Hong S, Lee H (2009) Exploring continued online service usage behavior: the roles of self-image congruity and regret. Comput Hum Behav 25(1):111–122 CrossRef

Korpipää P, Malm EJ, Rantakokko T, Kyllönen V, Kela J, Mäntyjärvi J, Häkkilä J, Känsälä I (2006) Customizing user interaction in smart phones. IEEE Pervasive Comput 5(3):82–90 CrossRef

Koufaris M (2002) Applying the technology acceptance model and flow theory to online consumer behavior. Inform Syst Res 13(2):205–224 CrossRef

Kramer T (2007) The effect of measurement task transparency on preference construction and evaluations of personalized recommendations. J Marketing Res 44(2):224–233 CrossRef

Kumar N, Benbasat I (2006) The influence of recommendations and consumer reviews on evaluations of websites. Inform Syst Res 17(4):425-439

Lee HH, Chang EY (2011) Consumer attitudes toward online mass customization: an application of extended technology acceptance model. J Comput-Mediat Comm 16(2):171–200 CrossRef

Lee MKO, Cheung CMK, Chen Z (2005) Acceptance of internet-based learning medium; the role of extrinsic and intrinsic motivation. Inform Manage 42(8):1095–1104 CrossRef

Liang H, Saraf N, Hu Q, Xue Y (2007) Assimilation of enterprise systems: the effect of institutional pressures and the mediating role of top management. MIS Quart 31(1):59–87

Lin CS, Wu S, Tsai RJ (2005) Integrating perceived playfulness into expectation-confirmation model for web portal context. Inform Manage 42(5):683–693 CrossRef

Mathieu JE, Martineau JW, Tannenbaum SI (1993) Individual and situational influences on the development of self efficacy: implications for training effectiveness. Pers Psychol 46(1):125–147 CrossRef

McKee D, Simmers CS, Licata J (2006) Customer self-efficacy and response to service. J Serv Res 8(3):207–220 CrossRef

Meuter ML, Bitner MJ, Ostrom AL, Brown SW (2005) Choosing among alternative service delivery modes: an investigation of customer trial of self-service technologies. J Marketing 69(2):61–83 CrossRef

Millar MG, Millar KU (1996) The effects of direct and indirect experience on affective and cognitive responses and the attitude–behavior relation. J Exp Soc Psychol 32(6):561–579 CrossRef

Monk AF, Blom JO (2007) A theory of personalization of appearance: quantitative evaluation of qualitatively derived data. Behav Inform Technol 26(3):237–246 CrossRef

Norton MI (2009) The IKEA effect: when labor leads to love. Harvard Bus Rev 87(2):30–34

Novak TP, Hoffman DL, Yung YF (2000) Measuring the customer experience in online environments: a structural modeling approach. Market Sci 19(1):22–42 CrossRef

Nunnally JC (1978) Psychometric theory. McGraw-Hill, New York

Podsakoff PM, Organ DW (1986) Self-reports in organizational research: problems and prospects. J Manage 12(4):531–544

Randall T, Terwiesch C, Ulrich KT (2007) User design of customized products. Market Sci 26(2):268–283 CrossRef

Roca JC, Gagné M (2008) Understanding e-learning continuance intention in the workplace: a self-determination theory perspective. Comput Hum Behav 24(4):1585–1604 CrossRef

Schreier M (2006) The value increment of mass-customized products: an empirical assessment. J Consum Behav 5:317–327 CrossRef

Shang RA, Chen YC, Shen L (2005) Extrinsic versus intrinsic motivations for consumers to shop on-line. Inform Manage 42(3):401–413 CrossRef

Simonson I (2005) Determinants of customers’ responses to customized offers: conceptual framework and research propositions. J Marketing 69(1):32–45 CrossRef

Sundar SS, Marathe SS (2010) Personalization versus customization: the importance of agency, privacy, and power usage. Hum Comm Res 36(3):298–322 CrossRef

Teo TSH, Lim VKG, Lai RYC (1999) Intrinsic and extrinsic motivation in internet usage. Omega 27(1):25–37 CrossRef

Thong JYL, Hong SJ, Tam KY (2006) The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. Int J Hum-Comput St 64(9):799–810 CrossRef

Valenzuela A, Dhar R, Zettelmeyer F (2009) Contingent response to self-customization procedures: implications for decision satisfaction and choice. J Marketing Res 46(6):754–763 CrossRef

Van Beuningen J, Ruyter KD, Wetzels M, Streukens S (2009) Customer self-efficacy in technology-based self-service: assessing between- and within-person differences. J Serv Res 11(4):407–428 CrossRef

Van der Heijden H (2004) User acceptance of hedonic information systems. MIS Quart 28(4):695–704

Venkatesh V (2000) Determinants of perceived ease of use: integrating control, intrinsic motivation, and emotion into the technology acceptance model. Inform Sys Res 11(4):342–365 CrossRef

Wu JH, Chen YC, Lin LM (2007) Empirical evaluation of the revised end user computing acceptance model. Comput Hum Behav 23(1):162–174 CrossRef

Zhao X, Mattila AS, Tao LE (2008) The role of post-training self-efficacy in customers’ use of self service technologies. Int J Serv Ind Manage 19(4):492–505 CrossRef

Titel: Self-customization of online service environments by users and its effect on their continuance intention
Autoren:: Youn Jung Kang
Won Jun Lee
Publikationsdatum: 01.06.2015
DOI: https://doi.org/10.1007/s11628-014-0229-y
Verlag: Springer Berlin Heidelberg
Zeitschrift: Service Business An International Journal
Ausgabe 2/2015
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508

Springer Professional

Tipp

Weitere Artikel dieser Ausgabe durch Wischen aufrufen

Abstract

Bitte loggen Sie sich ein, um Zugang zu diesem Inhalt zu erhalten

Sie möchten Zugang zu diesem Inhalt erhalten? Dann informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 2/2015

Using customer contact centres as relationship marketing instruments

Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes

Cultivating service-oriented citizenship behavior among hotel employees: the instrumental roles of training and compensation

Marketing tradition-bound products through storytelling: a case study of a Japanese sake brewery

The role of social motivations, ability, and opportunity in online know-how exchanges: evidence from the airline services industry

Innovation management capabilities in rural and urban knowledge intensive business services: empirical evidence