Wünderlich Acceptance of Remote Services

Perception, Adoption, and Continued Usage in Organizational Settings
2010
ISBN: 978-3-8349-8533-0
Verlag: Betriebswirtschaftlicher Verlag Gabler
Format: PDF
Kopierschutz: 1 - PDF Watermark

E-Book, Deutsch, 262 Seiten, eBook

Reihe: Applied Marketing Science/Angewandte Marketingforschung

Nancy V. Wünderlich employs a multi-method approach comprising an international qualitative study in Germany, USA and China and a longitudinal quantitative study to analyze remote services. She develops the Interactive Technology-Mediated Service Model (ITSUM) to provide a comprehensive approach of explaining both initial acceptance and repeated, continued usage of remote services in organizations.

Dr. Nancy Wünderlich received her doctorate at Technische Universität München under the guidance of Prof. Florian v. Wangenheim and Prof. Mary Jo Bitner.

Zielgruppe

Research

Autoren/Hrsg.

Wünderlich, Nancy

Inhaltsverzeichnis

1;Foreword;6
2;Acknowledgements;8
3;Short Table of Contents;10
4;Table of Contents;11
5;List of Figures;16
6;List of Tables;18
7;List of Abbreviations;20
8;Chapter 1 Introduction;24
8.1;1.1 Motivation and Goals of the Thesis;24
8.2;1.2 Research Questions;27
8.3;1.3 Structure of the Thesis;27
9;Chapter 2 Conceptual Framework: Remote Services in Context of Technology-Mediated Services;30
9.1;2.1 Emerging Technology-Mediated Service Types;30
9.1.1;2.1.1 E-Services;30
9.1.2;2.1.2 Self-Services;32
9.1.3;2.1.3 Mobile Services;35
9.1.4;2.1.4 Industry Specific Technology-Mediated Services;36
9.1.4.1;2.1.4.1 Teleservices in Engineering and Manufacturing Industries;36
9.1.4.2;2.1.4.2 Telematics in the Automotive Industry;38
9.1.4.3;2.1.4.3 Telemedicine in Health Care;39
9.1.4.4;2.1.4.4 Services in the IT-Sector;41
9.2;2.2 Classification of Remote Services;42
9.2.1;2.2.1 Definition of Remote Services;42
9.2.2;2.2.2 Characteristics of Remote Services;43
9.2.3;2.2.3 Benefits of Remote Services;46
9.3;2.3 Classification of Interactive Remote Services;47
9.3.1;2.3.1 Definition of Interactive Remote Services;47
9.3.2;2.3.2 Characterization and Demarcation of Interactive Remote Services;48
9.3.3;2.3.3 Positioning of Interactive Remote Services;49
9.4;2.4 Conclusions and Implications;52
10;Chapter 3 Theoretical Framework for Remote Service Adoption and Continued Usage;53
10.1;3.1 Theoretical Foundations of Technology Adoption;53
10.1.1;3.1.1 Behavioral Theories from Social Psychology and Sociology;54
10.1.1.1;3.1.1.1 Innovation Diffusion Theory and Variants;54
10.1.1.2;3.1.1.2 The Theory of Reasoned Action and Variants;56
10.1.1.3;3.1.1.3 The Theory of Planned Behavior and Variants;58
10.1.1.4;3.1.1.4 The Decomposed Theory of Planned Behavior;59
10.1.2;3.1.2 Models in IT-Adoption Based on Behavioral Theories;61
10.1.2.1;3.1.2.1 The Technology Acceptance Model and Variants;61
10.1.2.2;3.1.2.2 The Motivational Model and Variants;63
10.1.2.3;3.1.2.3 The Unified Theory of Acceptance and Use of Technology;64
10.1.2.4;3.1.2.4 Compeau and Higgins’ Model based on Social Cognitive Theory;66
10.1.3;3.1.3 Theoretical Foundations of Continued Use of Technology;67
10.1.3.1;3.1.3.1 Importance of Prior Experience;67
10.1.3.2;3.1.3.2 Studies On Continued Usage;68
10.1.3.3;3.1.3.3 Comparison of Adoption and Continuance Drivers;70
10.1.4;3.1.4 Summary and Overview of Models in Technology Adoption;72
10.2;3.2 Theoretical Foundations of Interaction in the Service En-counter;80
10.2.1;3.2.1 Perceptions of Service Providers’ Employee Behavior;80
10.2.1.1;3.2.1.1 Importance of Employee Behavior in the Service Encounter;80
10.2.1.2;3.2.1.2 Customer Orientation of Employees;82
10.2.1.3;3.2.1.3 Role of Employee Behavior in Service Quality Assessments;82
10.2.1.4;3.2.1.4 Employee Behavior in Technology-Mediated Service Encounters;84
10.2.2;3.2.2 Customer Integration in the Service Process;87
10.2.2.1;3.2.2.1 Research on Customer Co-Production;87
10.2.2.2;3.2.2.2 Drivers of Customer Co-Production;88
10.2.3;3.2.3 Customer Beliefs Regarding the Interaction with Service Technol-ogy;91
10.2.3.1;3.2.3.1 Consumer Readiness as Driver of Technology-Mediated Co-Production;91
10.2.3.2;3.2.3.2 Technology Readiness as a Driver of Technology Usage in Services;91
10.3;3.3 Transcending Concepts of Trust and Control across Dis-ciplines;93
10.3.1;3.3.1 Importance of Trust and Trustworthiness;93
10.3.2;3.3.2 Importance of Control Beliefs;95
10.3.3;3.3.3 The Trust-Control Nexus;97
10.4;3.4 Technology-Intensive Service Adoption in B2B contexts;99
10.4.1;3.4.1 Business Service Relationships;99
10.4.2;3.4.2 Decision Making and the Adoption Process in Organizations;100
10.4.3;3.4.3 Organizational Adoption Drivers;103
10.5;3.5 Summary of the Theoretical Foundations of Remote Ser-vices;104
11;Chapter 4 Methodological Superstructure and Empirical Setting;107
11.1;4.1 Methodological Superstructure;107
11.2;4.2 Empirical Setting of the Employed Studies;109
11.2.1;4.2.1 Selection of the Printing Industry;109
11.2.2;4.2.2 Printing Machine Manufacturing;110
11.2.3;4.2.3 The Printing Industry;111
12;Chapter 5 Qualitative Exploratory Interview Study;114
12.1;5.1 Motivation and Goals;114
12.2;5.2 Qualitative Research Methodology;115
12.2.1;5.2.1 Semi-Structured Interviews as Means of Data Collection;115
12.2.2;5.2.2 Qualitative Content Analysis as Means of Data Analysis;115
12.2.3;5.2.3 Validity and Reliability;116
12.3;5.3 Field Phase;118
12.3.1;5.3.1 Sample Selection;118
12.3.2;5.3.2 Interview Situation and Questionnaire Design;123
12.3.3;5.3.3 Category Development and Coding;126
12.4;5.4 Results of the Qualitative Interview Study;126
12.4.1;5.4.1 Assessment of Intercoder Reliability;126
12.4.2;5.4.2 Structure of Results Presentation;127
12.4.3;5.4.3 Technology Beliefs;128
12.4.4;5.4.4 Relational Beliefs;131
12.4.4.1;5.4.4.1 Trust in the Remote Service Technician;131
12.4.4.2;5.4.4.2 Trust in the Remote Service Provider Company;134
12.4.5;5.4.5 Process Control Beliefs;135
12.4.6;5.4.6 Economic Values;138
12.4.7;5.4.7 Participation Beliefs;141
12.4.8;5.4.8 Cultural Differences in the Customer’sWillingness to Collaborate;143
12.4.9;5.4.9 Prior Experiences;144
12.4.10;5.4.10 Organizational Factors;145
12.4.11;5.4.11 Contextual Factors;147
12.4.12;5.4.12 Discussion of the Results;148
13;Chapter 6 Hypotheses Development;152
13.1;6.1 Development of the ITSUM;152
13.1.1;6.1.1 Counterpart Beliefs;153
13.1.1.1;6.1.1.1 Controllability of the Counterpart’s Actions;153
13.1.1.2;6.1.1.2 Trustworthiness of the Counterpart;155
13.1.2;6.1.2 Technology Beliefs;157
13.1.2.1;6.1.2.1 Trust in Technology;157
13.1.2.2;6.1.2.2 Ease of Use;157
13.1.3;6.1.3 Perceived Usefulness;158
13.1.4;6.1.4 Participation Beliefs;160
13.1.4.1;6.1.4.1 Role Clarity;160
13.1.4.2;6.1.4.2 Role Ability;161
13.1.4.3;6.1.4.3 Intrinsic Motivation;161
13.1.5;6.1.5 Organizational Characteristics;162
13.1.5.1;6.1.5.1 Subjective Norms;162
13.1.5.2;6.1.5.2 Company Size and Respondent’s Function;163
13.2;6.2 Link Between Usage Intention and Actual Usage Behav-ior;164
13.3;6.3 Hypotheses Development for Group Comparisons;164
14;Chapter 7 Quantitative Studies;170
14.1;7.1 Motivation and Goals;170
14.2;7.2 Methods and Techniques Employed;171
14.2.1;7.2.1 Survey Research;171
14.2.2;7.2.2 Structural Equation Modeling;172
14.2.2.1;7.2.2.1 Methodology;172
14.2.2.2;7.2.2.2 Assessment of Reliability and Validity;174
14.2.2.3;7.2.2.3 Assessment of Model Fit and Data Quality;175
14.2.2.4;7.2.2.4 Dependent Categorical Variables;177
14.2.2.5;7.2.2.5 Multi-Group Comparison;177
14.3;7.3 Study Design;180
14.4;7.4 General Outline of the Questionnaires;181
14.5;7.5 Operationalization of the Constructs;182
14.6;7.6 Quality of the Questionnaire and Pre-Test;187
14.7;7.7 t1-Study: Results of ITSUM Validation;188
14.7.1;7.7.1 Sample Structure and Description;188
14.7.2;7.7.2 Data Quality;191
14.7.3;7.7.3 Measurement Validity;192
14.7.4;7.7.4 Assessing Common Method Variance;195
14.7.5;7.7.5 Validation of the ITSUM (n=717);196
14.8;7.8 Multi-Group Comparison: Adoption vs. Continued Us-age;199
14.8.1;7.8.1 Description of the Groups;199
14.8.2;7.8.2 Assessing Measurement Invariance;200
14.8.3;7.8.3 Results for Organizations in the Pre-Adoption Phase;205
14.8.4;7.8.4 Results for Organizations in the Continued Usage Phase;207
14.8.5;7.8.5 Comparison of Group Parameters;210
14.9;7.9 t2-Study: Intention Behavior Link;213
14.9.1;7.9.1 Sample Description;213
14.9.2;7.9.2 Logistic Regression Results;215
14.10;7.10 Discussion of the Results;217
15;Chapter 8 Summary and Conclusions;222
15.1;8.1 Summary of the Central Results;222
15.2;8.2 Managerial Implications;224
15.3;8.3 Implications for Future Research;227
16;Bibliography;230
17;Appendix A Additional Tables and Figures;275
17.1;A.1 Interview Guideline of the Exploratory Qualitative Study;275
17.2;A.2 First Pages of the Online Survey t1 and t2-study;277
17.3;A.3 Exploratory Factor Analysis Results;279
17.4;A.4 Correlations;280
17.5;A.5 Calculation of Moderating Effects;281

Conceptual Framework: Remote Services in Context of Technology-Mediated Services.- Theoretical Framework for Remote Service Adoption and Continued Usage.- Methodological Superstructure and Empirical Setting.- Qualitative Exploratory Interview Study.- Hypotheses Development.- Quantitative Studies.- Summary and Conclusions.

Über Autor(innen)

Dr. Nancy Wünderlich received her doctorate at Technische Universität München under the guidance of Prof. Florian v. Wangenheim and Prof. Mary Jo Bitner.