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http://hdl.handle.net/1942/9888
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DC Field | Value | Language |
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dc.contributor.author | van Beuningen, Jacqueline | - |
dc.contributor.author | de Ruyter, Ko | - |
dc.contributor.author | Wetzels, Martin | - |
dc.contributor.author | STREUKENS, Sandra | - |
dc.date.accessioned | 2009-10-07T12:33:43Z | - |
dc.date.available | 2009-10-07T12:33:43Z | - |
dc.date.issued | 2009 | - |
dc.identifier.citation | JOURNAL OF SERVICE RESEARCH, 11(4). p. 407-428 | - |
dc.identifier.issn | 1094-6705 | - |
dc.identifier.uri | http://hdl.handle.net/1942/9888 | - |
dc.description.abstract | Firms increasingly offer customers the opportunity to coproduce self-service using online technologies. This requires novice customers to adopt a new role and engage in information search. This is particularly challenging in complex, high-risk services, such as online investment trading. Actively managing customers' task-specific self-confidence, or self-efficacy, in these types of technology-based self-service (TBSS) may convert novice customers into regular users and thereby increase return on investments. The authors show that self-efficacy increases novice customers' financial performance perceptions, service value evaluations, and future usage intentions. During online information search, novices focus on credibility and argument quality cues to determine their self-efficacy. The effects differ across information sources; third-party credibility and firm argument quality are most influential. Moreover, when consumers are highly engaged in their self-service role, the impact of credibility is strengthened, whereas that of argument quality is attenuated. | - |
dc.language.iso | en | - |
dc.publisher | Sage | - |
dc.subject.other | self-efficacy, self-service, credibility, argument quality, engagement | - |
dc.title | Customer self-efficacy in self-service technology: assessing between- and within-person differences | - |
dc.type | Journal Contribution | - |
dc.identifier.epage | 428 | - |
dc.identifier.issue | 4 | - |
dc.identifier.spage | 407 | - |
dc.identifier.volume | 11 | - |
local.bibliographicCitation.jcat | A1 | - |
local.type.refereed | Refereed | - |
local.type.specified | Article | - |
dc.bibliographicCitation.oldjcat | A1 | - |
dc.identifier.doi | 10.1177/1094670509333237 | - |
dc.identifier.isi | 000265446000007 | - |
item.fullcitation | van Beuningen, Jacqueline; de Ruyter, Ko; Wetzels, Martin & STREUKENS, Sandra (2009) Customer self-efficacy in self-service technology: assessing between- and within-person differences. In: JOURNAL OF SERVICE RESEARCH, 11(4). p. 407-428. | - |
item.accessRights | Closed Access | - |
item.contributor | van Beuningen, Jacqueline | - |
item.contributor | de Ruyter, Ko | - |
item.contributor | Wetzels, Martin | - |
item.contributor | STREUKENS, Sandra | - |
item.fulltext | No Fulltext | - |
item.validation | ecoom 2010 | - |
crisitem.journal.issn | 1094-6705 | - |
crisitem.journal.eissn | 1552-7379 | - |
Appears in Collections: | Research publications |
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