Results

Found 3 articles

Clear filters

Eight Obstacles to Overcome in the Theory Testing Genre

2014 | Journal of the Association for Information Systems | Citations: 15
Authors: Gregor, Shirley; Klein, Gary

Abstract: Theory testing work is popular in information systems (IS), with many studies us ... Expand

Abstract: Theory testing work is popular in information systems (IS), with many studies using questionnaires, experiments, or other methods to gather quantitative data and test hypotheses with statistical techniques. This editorial note highlights some of the obstacles that theory testing researchers face, and assists authors so that their papers will not be rejected outright on submission, nor slowed unnecessarily in the review process. In particular, we identify three obstacles relating to theorizing and five related to methods. We provide guidance on how authors can deal with each obstacle, and include examples of studies that have successfully addressed the obstacle. We hope that our editorial will encourage authors to take better note of these obstacles and to give further consideration to avoiding them when they plan and conduct their research studies. Collapse

Semantic filters: unified services theory

Topics: customer loyalty

Methods: theory development theoretical contribution field study self reported survey cross sectional survey

Theories: unified services theory
The Influences of Online Service Technologies and Task Complexity on Efficiency and Personalization
PDF
2014 | Information Systems Research | Citations: 19
Authors: Xu, Jingjun (David); Benbasat, Izak; Cenfetelli, Ronald T.

Abstract: Online retailers are increasingly providing service technologies, such as techno ... Expand

Abstract: Online retailers are increasingly providing service technologies, such as technology-based and human-based services, to assist customers with their shopping. Despite the prevalence of these service technologies and the scholarly recognition of their importance, surprisingly little empirical research has examined the fundamental differences among them. Consequently, little is known about the factors that may favor the use of one type of service technology over another. In this paper, we propose the Model of Online Service Technologies (MOST) to theorize that the capacity of a service provider to accommodate the variability of customer inputs into the service process is the key difference among various types of service technologies. We posit two types of input variability: Service Provider-Elicited Variability (SPEV), where variability is determined in advance by the service provider; and User-Initiated Variability (UIV), where customers determine variability in the service process. We also theorize about the role of task complexity in changing the effectiveness of service technologies. We then empirically investigate the impact of service technologies that possess different capacities to accommodate input variability on efficiency and personalization, the two competing goals of service adoption. Our empirical approach attempts to capture both the perspective of the vendor who may deploy such technologies, as well as the perspective of customers who might choose among service technology alternatives. Our findings reveal that SPEV technologies (i.e., technologies that can accommodate SPEV) are more efficient, but less personalized, than SPEUIV technologies (i.e., technologies that can accommodate both SPEV and UIV). However, when task complexity is high (vs. low), the superior efficiency of SPEV technologies is less prominent, while both SPEV and SPEUIV technologies have higher personalization. We also find that when given a choice, a majority of customers tend to choose to use both types of technologies. The results of this study further our understanding of the differences in efficiency and personalization experienced by customers when using various types of online service technologies. The results also inform practitioners when and how to implement these technologies in the online shopping environment to improve efficiency and personalization for customers. Collapse

Semantic filters: unified services theory

Topics: usability personalization task complexity website electronic commerce

Methods: theory development parametric test experiment Student's t-test multivariate analysis of variance

Theories: unified services theory adaptation-level theory
The Effects of Service and Consumer Product Knowledge on Online Customer Loyalty

2011 | Journal of the Association for Information Systems | Citations: 0
Authors: Jingjun Xu; Benbasat, Izak; Cenfetelli, Ron

Abstract: Customer loyalty is a key driver of financial performance for online firms. The ... Expand

Abstract: Customer loyalty is a key driver of financial performance for online firms. The effect of service quality on customer loyalty has been well established. Yet, there is a paucity of research that has studied the cost of obtaining service quality during the service process and the service outcome influenced by such cost. We extend previous research and propose the 3S Customer Loyalty Model by integrating sacrifice and service outcome as additional important service dimensions together with service quality when predicting online customer loyalty, and examining how their influences on loyalty vary across customers with different degrees of product knowledge. Further, we theorize that service quality and sacrifice — as service process dimensions — influence service outcome, and we theorize how "live help" technology improves customer perceptions of service quality and sacrifice. The empirical results indicate that 1) customer loyalty increases with higher perceived service quality, lower perceived sacrifice, and better perceived service outcome, 2) service quality and sacrifice influence service outcome, 3) customer product knowledge negatively moderates the relationship between service quality and online customer loyalty and positively moderates the relationship between sacrifice and customer loyalty, and 4) live help technology enhances service quality and reduces sacrifice. These findings support the theoretical importance of including sacrifice and service outcome (parallel with service quality) as antecedents of online customer loyalty. Our study also advances the theoretical understanding of what service process consists of and how the service process (i.e. service quality and sacrifice) influences service outcome. Collapse

Semantic filters: unified services theory

Topics: service quality customer loyalty website behavioral intention internet technology

Methods: partial least squares regression experiment F-test theoretical contribution theory development

Theories: social exchange theory SERVQUAL unified services theory

Page 1 of 1

AIS11

Journals

Conferences

Semantic Filter

Found 3 articles

Eight Obstacles to Overcome in the Theory Testing Genre

The Influences of Online Service Technologies and Task Complexity on Efficiency and Personalization

The Effects of Service and Consumer Product Knowledge on Online Customer Loyalty