Human-computer interaction and value co-creation in electronic service
Purpose: The purpose of this paper is to investigate the effect of human-computer interaction (HCI) on customers’ perceived electronic service (e-service) value and the mediating role of task-technology fit (TTF) in that effect. Design/methodology/approach: This paper develops a model based on service-dominant logic (SDL) and TTF theory, and validates it using a hierarchical regression with the data collected from 634 online banking customers in Guangdong Province and Guangxi Zhuang Autonomous Region in China. Findings: The findings reveal that HCI in e-service contexts comprises five components. Three fundamental components (i.e. technology functionality, customer technology readiness and task routine) contribute to value co-creation. Two core components (i.e. interaction between customer technology readiness and technology functionality, and interaction between task routine and technology functionality) are inhibitors, but the inhibitory effect of the former is only significant in the Guangdong sample. TTF takes a mediating role in these relationships, but the mediating effect of the former core component is only significant in the Guangdong sample. Originality/value: This paper explains two basic questions about the trigger points of value co-creation in e-service contexts (i.e. what their operational definitions are and how to measure them) and unlocks the “black box” of value co-creation by taking TTF as a mediator. SDL and TTF theory are extended. The paper provides suggestions for how practitioners can efficiently advance value co-creation with customers.
Year of publication: |
2018
|
---|---|
Authors: | Li, Lei ; Huang, Qingyun ; Yeung, KwanHo ; Jian, Zhaoquan |
Published in: |
Industrial Management & Data Systems. - Emerald, ISSN 0263-5577, ZDB-ID 2002327-3. - Vol. 118.2018, 1 (05.02.), p. 218-235
|
Publisher: |
Emerald |
Saved in:
Online Resource
Saved in favorites
Similar items by person
-
Li, Min, (2018)
-
Huang, Qiuping, (2019)
-
Effects of information-processing mechanisms on internet-based purchase order financing
Huang, Qiuping, (2021)
- More ...