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JournalISSN: 1528-8226

E-service Journal 

Indiana University Press
About: E-service Journal is an academic journal. The journal publishes majorly in the area(s): Service (business) & The Internet. Over the lifetime, 166 publications have been published receiving 5113 citations.


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Journal ArticleDOI
TL;DR: Findings show that social presence affects consumer trust and that trust subsequently has a stronger effect on purchase intentions than TAM beliefs, and implications for e-services are discussed in terms of whether the benefits from adopting an IT depend more on website characteristics like usefulness and ease of use or on consumer trust in the vendor.
Abstract: One of the major differences between B2C e-services (Business to Consumer Internet-based services) and the more traditional types of consumer services is that websites of e-services frequently lack the social presence of the physical services. This lack of social presence may impede the growth of B2C by hindering the development of consumer trust in the service provider. Human interaction, or at least the belief that the system has characteristics of social presence, is believed to be critical in the creation of trust. Trust itself is a major issue affecting the phenomenal growth rate of e-commerce, according to industry sources and recent academic studies. This study examines the effect of social presence on consumer trust in e-services and the relative importance of consumer trust in comparison with the widely studied TAM (Technology Acceptance Model) beliefs. In a free simulation experiment, 161 MBA student subjects assessed Travelocity.com, a popular online travel agency. Findings show that social presence, indeed, affects consumer trust and that trust subsequently has a stronger effect on purchase intentions than TAM beliefs. Implications for e-services are discussed in terms of whether the benefits from adopting an IT depend more on website characteristics like usefulness and ease of use or on consumer trust in the vendor. Managing e-services calls for managing the trust that is engendered in the customer experience on the website. Firms that excel in instilling high degrees of social presence in their websites may prosper more than those that do not.

1,087 citations

Journal ArticleDOI
TL;DR: This study examines whether some types of dispositional trust/distrust concepts are better than other types at inducing consumers to trust a Web advice provider, and proposes and test a model in which dispositionalTrust and distrust concepts are given separate roles.
Abstract: This study examines whether some types of dispositional trust/distrust concepts are better than other types at inducing consumers to trust a Web advice provider. We propose and test a model in which dispositional trust and distrust concepts are given separate roles. This unique approach is based on the growing, but untested theoretical consensus that trust and distrust are separate concepts that co-exist yet differ in terms of their emotional makeup. While trust concepts tend to be calm and collected, distrust concepts embody significant levels of fear and insecurity. Based on this difference, we propose that dispositional distrust concepts will be better predictors of high-risk Internet legal advice site perceptions, while the corresponding trust concepts will be better predictors of low-risk Internet legal advice site perceptions. As proposed, the study finds that dispositional trust better predicts low-risk perceptions, while dispositional distrust better predicts high-risk perceptions. For e-commerce advice site research, the findings of

289 citations

Journal ArticleDOI
TL;DR: The theoretical underpinnings of the construct Para-social Presence are described and an instrument to measure this construct is developed and a research framework is developed that illustrates the impact of new technologies and associated web interface design decisions on perceived communication characteristics of a web site, para-social presence, and subsequent user evaluations of the web site.
Abstract: The goal of this paper is to describe the theoretical underpinnings of the construct Para-social Presence and to develop an instrument to measure this construct. Para-social presence refers to the extent to which a medium facilitates a sense of understanding, connection, involvement and interaction among participating social entities. We make a case for treating a web site as a valid social actor and argue that the relationship between a web site and her visitors should be characterized in much the same way one would characterize an inter-personal relationship. We also argue that a web site could possess different levels of para-social presence depending on how it is configured and used. We then develop a research framework that illustrates the impact of new technologies (such as personalization systems) and associated web interface design decisions on perceived communication characteristics of a web site, para-social presence, and subsequent user evaluations of the web site.

188 citations

Journal ArticleDOI
TL;DR: In this paper, the authors explore merchant adoption of mobile payment systems empirically and discuss factors that drive and inhibit their adoption, and propose a conceptual framework of adoption enablers, drivers and barriers with propositions to guide future research in this emerging area.
Abstract: The growth of mobile commerce depends on widely accepted mobile payment systems. Although new mobile payment systems have been increasingly introduced in Asia, Europe and the United States, their adoption has remained modest. Little research has been conducted to examine and explain adopters' views on the new payment technology. In this article, we explore merchant adoption of mobile payment systems empirically and discuss factors that drive and inhibit their adoption. Our results suggest that the main adoption drivers are related to the means of increasing sales or reducing the costs of payment processing, whereas the barriers to adoption include complexity of the systems, unfavorable revenue sharing models, lack of critical mass, and lack of standardization. Based on our findings, we propose a conceptual framework of adoption enablers, drivers and barriers with propositions to guide future research in this emerging area. Implications for practice and means to overcome the barriers are suggested.

185 citations

Journal ArticleDOI
TL;DR: In this paper, it is hypothesized that download delay in an e-Service retailer's Webapplication has a negative impact on consumer attitude toward that Web retailer. But, results from a laboratory experiment do not support this stance.
Abstract: Download time has been recognized as one of the most important technological impediments to electronic commerce (EC). Unfortunately, the exact consequences of this impediment are currently ill-defined. The goal of this study is to extend the work of Rose (2000) and Rose and Straub (1999) to examine how the capabilities of technological delivery impacts the success or failure of EC initiatives. Using theories from marketing and the systems response time literature, it is hypothesized that download delay in an e-Service retailer's Web application has a negative impact on consumer attitude toward that Web retailer. Counter to anecdotal evidence in the press and our theoretical arguments, results from a laboratory experiment do not support this stance. Interpretations of this outcome, new research directions to tease out a deeper explanation, and managerial implications are discussed.

127 citations

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Performance
Metrics
No. of papers from the Journal in previous years
YearPapers
20214
20203
20193
20182
20173
20163