Self-Service Technologies and e-Services Risks in Social Commerce Era

Mauricio S. Featherman () and Nick Hajli ()
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Mauricio S. Featherman: Washington State University
Nick Hajli: Newcastle University

Journal of Business Ethics, 2016, vol. 139, issue 2, No 3, 269 pages

Abstract: 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.

Keywords: Social commerce era; Risk assessments; Electronic commerce; Self-service technologies; E-services (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (25)

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DOI: 10.1007/s10551-015-2614-4

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