ScienceDirect® Home Skip Main Navigation Links
You have guest access to ScienceDirect. Find out more.
 
Home
Browse
My Settings
Alerts
Help
 Quick Search
 Search tips (Opens new window)
    Clear all fields    
advertisementadvertisement
Decision Support Systems
Volume 43, Issue 3, April 2007, Pages 746-760
Integrated Decision Support
 
Font Size: Decrease Font Size  Increase Font Size
 Abstract - selected
Article
Purchase PDF (305 K)

 
 
 
Related Articles in ScienceDirect
View More Related Articles
 
View Record in Scopus
 
doi:10.1016/j.dss.2006.12.008    How to Cite or Link Using DOI (Opens New Window)
Copyright © 2007 Elsevier B.V. All rights reserved.

Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust

Yujong Hwanga, Corresponding Author Contact Information, E-mail The Corresponding Author and Dan J. Kimb, E-mail The Corresponding Author

aDePaul University, School of Accountancy & Management Information Systems, 1 E. Jackson Blvd. Chicago, IL 60604, United States bComputer Information Systems Department University of Houston — Clear Lake, United States

Received 21 April 2006; 
revised 14 December 2006; 
accepted 14 December 2006. 
Available online 22 December 2006.

Purchase the full-text article



References and further reading may be available for this article. To view references and further reading you must purchase this article.

Abstract

Trust (integrity, benevolence, and ability) is the central dimension of e-commerce systems adoption. Based on customer self-service systems and human–computer interaction logics, affective variables are important research issues to fully understand the relationship between information systems development and e-trust. In this paper, the effects of the perceived Web quality with service contents on e-trust, mediated by the website user's affective variables (enjoyment and anxiety), are tested and discussed (n = 325). Flow, social contract, social cognitive, resource allocation, and trust theories are discussed in the paper to support the proposed hypotheses. Theoretical and practical implications of these findings are also discussed.

Keywords: Customer self-service systems; E-commerce; E-trust; CRM; Perceived Web quality; Affect; Anxiety; Enjoyment

Article Outline

1. Introduction
2. Research model and hypotheses
2.1. Perceived Web quality
2.1.1. Enjoyment
2.1.2. Anxiety
3. Method
4. Analysis and results
5. Discussion
6. Conclusion
Acknowledgements
Appendix A. Instrument Items (Note low asterisk: deleted items in the pilot test)
References
Vitae




Decision Support Systems
Volume 43, Issue 3, April 2007, Pages 746-760
Integrated Decision Support
 
Home
Browse
My Settings
Alerts
Help
Elsevier.com (Opens new window)
About ScienceDirect  |  Contact Us  |  Information for Advertisers  |  Terms & Conditions  |  Privacy Policy
Copyright © 2008 Elsevier B.V. All rights reserved. ScienceDirect® is a registered trademark of Elsevier B.V.