Electronic markets and electronic hierarchies
Communications of the ACM
Decision Support Systems - Special issue on economics of electronic commerce
Effect of store design on consumer purchases: an empirical study of on-line bookstores
Information and Management
Perceived usefulness, ease of use and electronic supermarket use
International Journal of Human-Computer Studies
User Attitudes Regarding a User-Adaptive eCommerce Web Site
User Modeling and User-Adapted Interaction
Psychologically targeted persuasive advertising and product information in e-commerce
ICEC '04 Proceedings of the 6th international conference on Electronic commerce
Journal of Management Information Systems
Privacy-enhanced personalization
Communications of the ACM
Consumer E-Tailer Choice Strategies at On-Line Shopping Comparison Sites
International Journal of Electronic Commerce
International Journal of Electronic Commerce
The adaptive web: methods and strategies of web personalization
The adaptive web: methods and strategies of web personalization
Towards an understanding of the behavioural intention to use a web site
International Journal of Information Management: The Journal for Information Professionals
Modeling Consumer Purchasing Behavior in Social Shopping Communities with Clickstream Data
International Journal of Electronic Commerce
Effect of user-generated content on website stickiness: the case of social shopping communities
Proceedings of the 14th Annual International Conference on Electronic Commerce
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E-tailers provide a variety of customer service, many of which are personalized in an attempt to improve customer satisfaction. Several studies indicate that customers perceive these services to be useful, but it is inconclusive whether this effect is created by economic or emotional factors. This paper proposes a dual core theory that takes into account both economic factors (measured by perceived reduction in transaction costs) and emotional factors (referred to as the perceived care) in their effect on the perceived usefulness of providing personalized customer services. A survey revealed that different customer services have different perceived usefulness. The study also found that both economic and emotional factors come into play; the perceived care has a stronger effect than transaction cost reduction on the perceived usefulness of e-services. This implies that the effect of personalized services is due to both economic and emotional factors, (called dual-core), and that e-tailers may use personalized customer services strategically to increase customer care, rather than just focusing on providing economic benefits.