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Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience

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  • Mathwick, Charla
  • Wagner, Janet
  • Unni, Ramaprasad

Abstract

Adaptive customization systems are common in the delivery of e-service. However, consumers vary in their reaction to these systems. We introduce computer-mediated customization tendency (CMCT), a composite individual difference variable that reflects a consumer's personal preferences for designing and interacting with adaptive online environments to create valuable e-service experiences. To measure CMCT, we developed a formative index composed of need for control, technology innovativeness, and aesthetic appreciation. The results show CMCT influences adaptive online behavior and the perceived value of the adaptive e-service experience. In addition, customization-prone and customization-averse consumers differ in how they perceive the costs, benefits, and overall value of the experience.

Suggested Citation

  • Mathwick, Charla & Wagner, Janet & Unni, Ramaprasad, 2010. "Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience," Journal of Retailing, Elsevier, vol. 86(1), pages 11-21.
    • Handle: RePEc:eee:jouret:v:86:y:2010:i:1:p:11-21
    DOI: 10.1016/j.jretai.2009.11.001
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    5. Chen-Kuo Pai & Ze-Tian Wu & Seunghwan Lee & Jaeseok Lee & Sangguk Kang, 2022. "Service Quality of Social Media-Based Self-Service Technology in the Food Service Context," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
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    7. Wang, Yong Jian & Minor, Michael S. & Wei, Jie, 2011. "Aesthetics and the online shopping environment: Understanding consumer responses," Journal of Retailing, Elsevier, vol. 87(1), pages 46-58.
    8. Breugelmans, Els & Köhler, Clemens F. & Dellaert, Benedict G.C. & de Ruyter, Ko, 2012. "Promoting Interactive Decision Aids on Retail Websites: A Message Framing Perspective with New versus Traditional Focal Actions," Journal of Retailing, Elsevier, vol. 88(2), pages 226-235.
    9. Jiamin Yin & Yansu Wang & Jun Pang & Kanliang Wang, 2020. "Customizing products for self versus close others: the effect of intended recipient on creator perceptions of product uniqueness," Marketing Letters, Springer, vol. 31(1), pages 73-87, March.
    10. Mercy Mpinganjira, 2015. "Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers," Journal of Economics and Behavioral Studies, AMH International, vol. 7(1), pages 36-49.
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