Variable Details:

Source:

Turel, Ofir, Yufei Yuan, and Catherine E. Connelly (2008), "In Justice We Trust: Predicting User Acceptance of E-Customer Services", Journal of management Information Systems, 24, 123-151.
[Endnote]


Variable



Definition:

  • Perceived self-efficacy concerning the e-customer service Web site.


Item(s):

  • I could resolve a similar complaint case using the new e-customer service Web site, if there was no one around to tell me what to do.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I had never used a Web site like it before.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I had only the Web site manuals for reference.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I had seen someone else trying it before trying it myself.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I could call someone for help if I got stuck.
  • I could resolve a similar complaint case using the new e-customer service Web site, if someone else helped me get started.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I had a lot of time to complete the assignment for which the Web site was provided.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I had just the built-in help facility for assistance.
  • I could resolve a similar complaint case using the new e-customer service Web site, if someone showed me how to do it first.
  • I could resolve a similar complaint case using the new e-customer service Web site, if I had used similar Web sites before this one to do the same assignment.


Citations: