Predictors of online buying behavior
Communications of the ACM
The technology acceptance model and the World Wide Web
Decision Support Systems
Factors influencing the adoption of Internet banking
Journal of the AIS
Consumer trust in an Internet store
Information Technology and Management
Management Science
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Predicting e-services adoption: a perceived risk facets perspective
International Journal of Human-Computer Studies - Special issue on HCI and MIS
Understanding online purchase intentions: contributions from technology and trust perspectives
European Journal of Information Systems
The development of initial trust in an online company by new customers
Information and Management
Building Effective Online Marketplaces with Institution-Based Trust
Information Systems Research
Internet Users' Information Privacy Concerns (IUIPC): The Construct, the Scale, and a Causal Model
Information Systems Research
Internet self-efficacy and electronic service acceptance
Decision Support Systems
Designing consumer interfaces for experiential tasks: an empirical investigation
European Journal of Information Systems
User interface consistency across end-user applications: the effects on mental models
Journal of Management Information Systems - Special section: Managing virtual workplaces and teleworking with information technology
International Journal of Electronic Commerce
Trust and TAM in online shopping: an integrated model
MIS Quarterly
Electronic commerce "in the dark"
HCITOCH'10 Proceedings of the First international conference on Human-computer interaction, tourism and cultural heritage
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This study examines the construct of intangibility within the e-services context and clarifies why business-to-consumer services are made more intangible when they are virtualized and offered as Internet e-services. Clarifying the intangibility of e-services and examining its consequents is important as service providers seek to encourage consumers to use lower-cost e-services. This research specifically develops theory to explain how and why an e-service's intangibility can increase consumer beliefs that it is risky to use, and furthermore removes the risk-reducing effect of the e-service's perceived ease of use. These consequents of an e-service's intangibility are important to clarify because e-service's usage is based in part on beliefs that they are safe and easy to use. Results from a structural equation model-based analysis of consumer survey data supported these two hypothesized effects. More specifically, the performance, financial, and privacy risk dimensions were most affected by consumers' experience of mental intangibility regarding the e-service. In addition, a qualification of a previously reported risk-reducing strategy for e-service providers was identified. Only when consumers' mental intangibility was low (i.e., they had a clear mental picture of the e-service) did the e-service's perceived ease of use function as a risk-reducing factor. An e-service's intangibility may indirectly impede consumer usage of a range of e-services. Theoretical and practical implications are offered.