期刊文献+
任意字段
题名或关键词
题名
关键词
文摘
作者
第一作者
机构
刊名
分类号
参考文献
作者简介
基金资助
栏目信息

消费者对SSTs的评价与使用——企业形象、自我效能的调节作用 被引量：5

Customers’Evaluation and Use of SST: the Moderating Effects of Company Image and Self-efficacy
原文传递
导出
摘要 以自助服务技术(Self-service Technologies,SSTs)为代表的基于技术的服务创新日益成为服务营销实践和理论研究的热点。本文以商业银行的网上服务为背景,创新性地拓展技术接受模型,探讨消费者差异(自我效能)和企业差异(企业形象)及其交互作用对消费者评价和使用SST意愿的影响。研究发现,自我效能决定了态度影响使用意愿的程度以及企业形象对态度与使用意愿的关系的调节作用。 Technology-based service innovation,which takes SST as its major form,is becoming an academic and practical hot point in marketing field. This article explores the effects of self-efficacy and company image and their interaction on the relationship between customer attitude and behavioral intention in the context of online bank. The results show that self-efficacy determines the degree to which attitude influence behavioral intention,as well as the nature of the moderating effect of company image.
作者 楼尊
机构地区 上海财经大学国际工商管理学院
出处 《管理评论》 CSSCI 北大核心 2010年第1期29-36,共8页 Management Review
基金 上海财经大学"211工程"课题(211三期003)
关键词 SST(自助服务技术) 自我效能 企业形象 调节作用 self-service technologies （SSTs） self-efficacy company image moderating effects
分类号 F274 [经济管理—企业管理]
  • 相关文献

参考文献31

  • 1Meuter, M.L., A.L. Ostrom, R. I. Roundtree, and M. Jo Bitner. Self-Service Technologies: Understanding Customer Satisfaction with Technology-based Service Encounters[J]. Journal of Marketing, 2000, 64(3):50-64.
  • 2Dabholkar, P. A. Consumer Evaluations of New Technology-based Self-Service Options: An Investigation of Alternative Models of Service Quality[J]. International Journal of Research in Marketing, 1996, 13(1):29-51.
  • 3Bitner, M. Jo. Self-service Technologies: What do Customers Expect?[J]. Marketing Management, 2001,32(1): 10-17.
  • 4Neeli, B., R. P. Leone. Psychological Implications of Customer Participation in Co-production[J]. Journal of Marketing, 2003,67(2): 14-28.
  • 5Dabholkar, P. A. and R. P. Bagozzi. An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors[J]. Journal of the Academy of Marketing Science, 2002,30(3):184-201.
  • 6Meuter, M. L. and M. Jo Bitner. The New Service Encounter: Customer Usage and Satisfaction with Self-Service Technologies[C]. Paper presented at the American Marketing Association's Frontiers in Services Conference, Nashville, TN, 1997.
  • 7Meuter. M. L., M. Jo Bitner, A. L.Ostrom, and S. W. Brown. Choosing Among Ahernative Service Delivery Modes: An Investigation of Cuslomer Trial of Self-Service Technologies[J]. Journal of Marketing, 2005,69(2):61-83.
  • 8Chen, K.J. Technology-Based Service and Customer Satisfaction in Developing Countries[J]. International Journal of Management, 2005,22(2):307-318.
  • 9Curran, J.M., M. L. Meuter. Encouraging Existing Customers to Switch to Serf-service Technologies: Put a Little Fun in Their Lives[J].Journal of Marketing Theory and Practice, 2007, 15(3):283-298.
  • 10杨霖华.个人网上银行使用意向影响因素研究[J].科技管理研究,2007,27(5):140-143. 被引量：11

二级参考文献20

  • 1AGARWAL R,PRASAD J.Are individual differences germane to the acceptance of new information technologies[J].Decision Science,1999,30 (2):361 -391.
  • 2BAUER R.Consumer Behavior as Risk Taking[C].43 rd National Conference of the American Marketing Association,1960:389-398.
  • 3BHIMANI A.Securing the Commercial Intemet[J].Communications of the ACM,New York,1996,39 (6):29 -34.
  • 4BOMIL SUH,INGOO HAN.Effect of trust on customer acceptance of internet banking[J].Electronic Commerce Research and Application,2002,(1) 247-263.
  • 5CHAUDHURY A,MALLICK D N,RAO H R.Web Channels in E -commerc[J].Communications of the ACM,2001,44 (1):99 -104.
  • 6COX D F,RICH S U.Perceived Risk and Consumer Decision Making-The Case of Telephone Shopping[J].Journal of Marketing Research,1964 (14):32-39.
  • 7DAVIS F D.Perceived Usefulness,Perceived Ease of Use,and User Acceptance of Information Technology[J].MIS Quarterly,1989,13(3):318 -339.
  • 8DAHLBER G T,MALLAT N,OORNI A.Trust enhanced technology acceptance model-Consumer acceptance of mobile payment[EB/OL].http://web.hhs.se/cic/roundtable2003/papers/D31 _Dahlberg_ et_ al.pdf,2003.
  • 9FUNG R,LEE M.EC -trust (trust in e-commerce):exploring the antecedent factors[C].Proceeding of the 5th Americas Conference on Information Systerms,1999.
  • 10GRAZIOLI S,JARVENPAA S L.Perils of internet fraud:an empirical investigation of deception of trust with experienced Internet[C].IEEE Transactions on Systems,Man,and Cybernetics----Part A:Systems and Humans,2000,30 (4):725 -737.

共引文献10

同被引文献114

  • 1张茉楠.认知透视:企业家自我效能在决策中的运演[J].商业研究,2004(14):38-40. 被引量：3
  • 2MARY JO BITNER, STEPHEN W BROWN, MATTHEW L MEU- TER. Technology infusion in service encounters [J]. Journal of the Academy of Marketing Science, 2000, 28 (1) : 138 -149.
  • 3MEUTER, MATrHEW L OSTROM, AMY L ROUNDTREE, ROB- ERT I, BITNER, MARY JO. Self - service Technologies : Under- standing Customer Satisfaction with Technology - based Service En- counters [J]. Journal of Marketing, 2000, 64 (3) : 50 -64.
  • 4JM CURRAN, ML MEUTER, CF SURPRENANT. Intentions to Use Self - service Technologies : A Corffluence of Multiple Attitudes [ J ]. Journal of Service Research, 2003, 5 (3) : 209 - 224.
  • 5BITNER, MARY JO OSTROM, AMY L MEUTER, MATTHEW L. Implementing Successful Self- service Technologies [ J]. Academy of Management Executive, 2002. 16 (4) : 96 -108.
  • 6RICHARD NORMANN. Service Management [ M ]. New York: John Wiley&Sons, 1984 : 89.
  • 7SHOSTACK, G LYNN. Planning the Service Encounter in the Serv- ice Encounter [ MI. JOHN A CZEPIEL, MICHAEL R SOLOMON, CAROL F. Surprenant, eds. New York : Lexington Books : 243 - 54.
  • 8MICHAEL R SOLOMON, CAROL SURPRENANT, JOHN A CZEPIEL, EVELYN G GUTMAN. A Role Theory Perspective on Dyadic Interactions: The Service Encounter [ J]. Journal of Marketing, 1985, 49 (1): 99-111.
  • 9PRATIBHA A DABHOLKAR. Consumer Evaluations of New Technol- ogy - based Self - service Options: An Investigation of Alternative Models of Service Quality [ J ]. International Journal of Research in Marketing, 1996, 13 : 29 - 51.
  • 10MATTHEW L MEUTER, AMY L OSTROMB, MARY JO BITNERB, ROBERT ROUNDTREE. The Influence of Technology Anxiety on Consumer Use and Experiences with Self - service Technologies [ J ]. Journal of Business Research, 2003, 56 : 899 - 906.

引证文献5

二级引证文献28

管理评论
2010年 第1期

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部