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Self-Service Technologies and e-Services Risks in Social Commerce Era

Lookup NU author(s): Dr Nick Hajli

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Abstract

Social commerce as a subset of e-commerce has been emerged in part due to the popularity of social networking sites. Social commerce brings new challenges to marketing activities And social commerce transactions like e-commerce transactions can be dangerous and cause harmful losses to personal finances, time and information privacy.. This article examines ethical issues and consumer assessments of the risks of using an e-service and how risk affects consumer evaluations and usage of Internet-based services and self-service technologies. Results from two surveys totaling 1024 consumers indicated that as usage risk concerns increased, the perceived usefulness of an e-service and intention to use it decreased. Additionally as usage risk concerns increased the effect of subjective norm on perceived usefulness and intention to use an e-service strengthened, and the effect of perceived ease of use on perceived usefulness and intention to use an e-service weakened. These findings advance theory and contribute to the foundation for future research aimed at improving our understanding of how consumers evaluate new e-services, new commerce systems and settings, and self-service technologies in the social commerce era.

Publication metadata

Author(s): Featherman M, Hajli N

Publication type: Article

Publication status: Published

Journal: Journal of Business Ethics

Year: 2015

Pages: 1-19

Online publication date: 19/03/2015

Acceptance date: 12/03/2015

ISSN (print): 0167-4544

ISSN (electronic): 1573-0697

Publisher: Springer

URL: http://link.springer.com/article/10.1007/s10551-015-2614-4#

DOI: 10.1007/s10551-015-2614-4

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