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- Title
Self-Service Technologies and e-Services Risks in Social Commerce Era.
- Authors
Featherman, Mauricio; Hajli, Nick
- Abstract
Social commerce as a subset of e-commerce has been emerged in part due to the popularity of social networking sites. Social commerce brings new challenges to marketing activities. And social commerce transactions like e-commerce transactions can be dangerous and cause harmful losses to personal finances, time, and information privacy. This article examines ethical issues and consumer assessments of the risks of using an e-service and how risk affects consumer evaluations and usage of Internet-based services and self-service technologies. Results from two surveys totaling 1024 consumers indicated that as usage risk concerns increased, the perceived usefulness (PU) of an e-service and intention to use it decreased. Additionally as usage risk concerns increased the effect of subjective norm on PU and intention to use an e-service strengthened, and the effect of perceived ease of use on PU and intention to use an e-service weakened. These findings advance theory and contribute to the foundation for future research aimed at improving our understanding of how consumers evaluate new e-services, new commerce systems and settings, and self-service technologies in the social commerce era.
- Subjects
ELECTRONIC services; SELF-service (Economics); ONLINE social networks; ELECTRONIC commerce; DATA privacy; SURVEYS; RISK perception; CONSUMER attitudes
- Publication
Journal of Business Ethics, 2016, Vol 139, Issue 2, p251
- ISSN
0167-4544
- Publication type
Article
- DOI
10.1007/s10551-015-2614-4