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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.

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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

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