Work

The Influence of Interactivity on E-service Offerings: An Empirical Examination of Benefits and Risks

Year: 2011

Type: article

Abstract: News reports of Internet-based security breaches, identity theft, fraud, and other dangers may increase the perceived risk and decrease the perceived benefits of using electronic services (or e-services). We examine whether interactivity serves as a means to diminish the perceived risks and increase the perceived benefits of using e-services. To examine interactivity’s influence on consumers’ perceptions, we conducted a laboratory experiment using a simulated web-based, online payment system. When compared to a non-interactive preview of an online payment system, we found that consumers who used an interactive e-service simulation reported higher perceived involvement and authenticity as well as higher intangibility and risks of e-services. Further, we found that interactivity moderated relationships such that consumers were more likely to report higher intentions to use e-services. The paper concludes with implications for research and practice.

Source: AIS Transactions on Human-Computer Interaction

DOI: 10.17705/1thci.00024

Authors: Mauricio Featherman, Ryan Wright, Jason Thatcher, J. Christopher Zimmer, Richard Pak

Institutions: Washington State University, University of San Francisco, Clemson University, Le Moyne College

Language: English

Topic: Technology Adoption and User Behaviour

Subfield: Information Systems and Management

Field: Decision Sciences

Domain: Social Sciences

Open Access status: bronze

OpenAlex ID: W1522073138

FWCI: 3.802

Cites: 99

Cited by: 19

Related to: 10