文章基本信息

标题：The Influence of Interactivity on E-service Offerings: An Empirical Examination of Benefits and Risks
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作者：Featherman, Mauricio ; Wright, Ryan T ; Thatcher, Jason Bennett 等
期刊名称：AIS Transactions on Human-Computer Interaction
印刷版ISSN：1944-3900
出版年度：2011
卷号：3
期号：1
页码：1-25
出版社：Association for Information Systems
摘要：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.
关键词：Interactivity; e-services; perceived risk; perceived benefits; situational involvement; information diagnosticity; mental intangibility; and authenticity