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Customer Experience in Online Financial Services: A Study of Behavioral Intentions for Techno-Ready Market Segments
Articles and Chapters
  • Xin David Ding, University of Houston
  • Yang Huang, University of Houston
  • Rohit Verma, Cornell University
Publication Date
1-1-2011
Abstract

Purpose – Drawing upon research in consumer behavior, the purpose of this paper is to deploy an alternative way to predict behavioral intention with customer technology beliefs and experience in e-brokerage services.

Design/methodology/approach – This study tests the proposed framework and relevant hypotheses with survey responses collected from 258 online investors.

Findings – Technology-ready (TR) customer segments vary in their evaluations of customer-service interfaces; interface evaluations affect cognitive service experience; and interface evaluations and cognitive experience affect customers’ behavioral intentions.

Research limitations/implications – This study indicates that flow experience emerges as an important factor for achieving sustainable competitive advantages in e-brokerage services. The research findings and relevant hypotheses might not apply to low-credence services.

Practical implications – The findings indicate that service designers need to examine the life cycle of the intended service offerings and customize corresponding service/product features based on customers’ technology beliefs and personal characteristics, which can further lead to maximized flow experience and increased intention rate.

Originality/value – The paper is among the first attempts to examine how psychographic features affect customers’ experience and valuation of certain service system interfaces from service design perspective.

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Required Publisher Statement
© Emerald. Final version published as: Ding, X. D., Huang, Y., & Verma, R. (2011). Customer experience in online financial services: A study of behavioral intentions for techno-ready market segments. Journal of Service Management, 22(3), 344-366. Reprinted with permission. All rights reserved.

Citation Information

Ding, X. D., Huang, Y., & Verma, R. (2011). Customer experience in online financial services: A study of behavioral intentions for techno-ready market segments[Electronic version]. Retrieved [insert date], from Cornell University, School of Hotel Administration site: http://scholarship.sha.cornell.edu/articles/520