{"id":"https://openalex.org/W2800244369","doi":"https://doi.org/10.1080/10864415.2018.1462940","title":"Reducing the Service Deficit in M-Commerce: How Service-Technology Fit Can Support Digital Sales of Complex Products","display_name":"Reducing the Service Deficit in M-Commerce: How Service-Technology Fit Can Support Digital Sales of Complex Products","publication_year":2018,"publication_date":"2018-06-08","ids":{"openalex":"https://openalex.org/W2800244369","doi":"https://doi.org/10.1080/10864415.2018.1462940","mag":"2800244369"},"language":"en","primary_location":{"id":"doi:10.1080/10864415.2018.1462940","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10864415.2018.1462940","pdf_url":null,"source":{"id":"https://openalex.org/S18436875","display_name":"International Journal of Electronic Commerce","issn_l":"1086-4415","issn":["1086-4415","1557-9301"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Commerce","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5020980423","display_name":"J\u00f6rg Heinze","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"J\u00f6rg Heinze","raw_affiliation_strings":["View further author information"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"View further author information","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5102915098","display_name":"Christian Matt","orcid":"https://orcid.org/0000-0001-9800-2335"},"institutions":[{"id":"https://openalex.org/I4210142152","display_name":"ORCID","ror":"https://ror.org/04fa4r544","country_code":"US","type":"nonprofit","lineage":["https://openalex.org/I4210142152"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Christian Matt","raw_affiliation_strings":["http://orcid.org/0000-0001-9800-2335"],"raw_orcid":"https://orcid.org/0000-0001-9800-2335","affiliations":[{"raw_affiliation_string":"http://orcid.org/0000-0001-9800-2335","institution_ids":["https://openalex.org/I4210142152"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5020980423"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":8.7461,"has_fulltext":false,"cited_by_count":32,"citation_normalized_percentile":{"value":0.97607875,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"22","issue":"3","first_page":"386","last_page":"418"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9980999827384949,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.6735379695892334},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6473489999771118},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.565756618976593},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.544861912727356},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.540596067905426},{"id":"https://openalex.org/keywords/e-commerce","display_name":"E-commerce","score":0.5402050018310547},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5034381747245789},{"id":"https://openalex.org/keywords/mobile-commerce","display_name":"Mobile commerce","score":0.4760558307170868},{"id":"https://openalex.org/keywords/risk-perception","display_name":"Risk perception","score":0.446296751499176},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4396752119064331},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.42741772532463074},{"id":"https://openalex.org/keywords/technology-acceptance-model","display_name":"Technology acceptance model","score":0.425438791513443},{"id":"https://openalex.org/keywords/service-product-management","display_name":"Service product management","score":0.4174252450466156},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.39044156670570374},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.36177313327789307},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.32054853439331055},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.2946177124977112},{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.27080100774765015},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.10464534163475037},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.09837216138839722}],"concepts":[{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.6735379695892334},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6473489999771118},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.565756618976593},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.544861912727356},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.540596067905426},{"id":"https://openalex.org/C78597825","wikidata":"https://www.wikidata.org/wiki/Q484847","display_name":"E-commerce","level":2,"score":0.5402050018310547},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5034381747245789},{"id":"https://openalex.org/C197378717","wikidata":"https://www.wikidata.org/wiki/Q1154408","display_name":"Mobile commerce","level":2,"score":0.4760558307170868},{"id":"https://openalex.org/C163355716","wikidata":"https://www.wikidata.org/wiki/Q2154783","display_name":"Risk perception","level":3,"score":0.446296751499176},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4396752119064331},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.42741772532463074},{"id":"https://openalex.org/C2776185967","wikidata":"https://www.wikidata.org/wiki/Q112945","display_name":"Technology acceptance model","level":3,"score":0.425438791513443},{"id":"https://openalex.org/C36829320","wikidata":"https://www.wikidata.org/wiki/Q7455785","display_name":"Service product management","level":5,"score":0.4174252450466156},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.39044156670570374},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.36177313327789307},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.32054853439331055},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.2946177124977112},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.27080100774765015},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.10464534163475037},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.09837216138839722},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1080/10864415.2018.1462940","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10864415.2018.1462940","pdf_url":null,"source":{"id":"https://openalex.org/S18436875","display_name":"International Journal of Electronic Commerce","issn_l":"1086-4415","issn":["1086-4415","1557-9301"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Electronic Commerce","raw_type":"journal-article"},{"id":"pmh:oai:boris.unibe.ch:114623","is_oa":false,"landing_page_url":"https://boris.unibe.ch/114623/","pdf_url":null,"source":{"id":"https://openalex.org/S4306401086","display_name":"Bern Open Repository and Information System (University of Bern)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I118564535","host_organization_name":"University of Bern","host_organization_lineage":["https://openalex.org/I118564535"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Heinze, J; Matt, C (2018). Reducing the Service Deficit in M-Commerce. How Service-Technology Fit Can Support Digital Sales of Complex Products. International journal of electronic commerce, 22(3), pp. 386-418. Taylor &amp; Francis Group 10.1080/10864415.2018.1462940 &lt;http://dx.doi.org/10.1080/10864415.2018.1462940&gt;","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:epub.uni-regensburg.de:47661","is_oa":false,"landing_page_url":"https://epub.uni-regensburg.de/47661/","pdf_url":null,"source":{"id":"https://openalex.org/S4306401229","display_name":"University of Regensburg Publication Server (University of Regensburg)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I60668342","host_organization_name":"University of Regensburg","host_organization_lineage":["https://openalex.org/I60668342"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.49000000953674316,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":109,"referenced_works":["https://openalex.org/W613557323","https://openalex.org/W1515344919","https://openalex.org/W1576276971","https://openalex.org/W1578960581","https://openalex.org/W1581015299","https://openalex.org/W1587451402","https://openalex.org/W1604574499","https://openalex.org/W1605991455","https://openalex.org/W1708393801","https://openalex.org/W1721421031","https://openalex.org/W1857675993","https://openalex.org/W1910894156","https://openalex.org/W1942133575","https://openalex.org/W1949037326","https://openalex.org/W1951035295","https://openalex.org/W1965626835","https://openalex.org/W1967712187","https://openalex.org/W1968323069","https://openalex.org/W1969854667","https://openalex.org/W1971052900","https://openalex.org/W1976978207","https://openalex.org/W1979422830","https://openalex.org/W1982969449","https://openalex.org/W1985419904","https://openalex.org/W1990513740","https://openalex.org/W1991118228","https://openalex.org/W1996070740","https://openalex.org/W1996946942","https://openalex.org/W1997429116","https://openalex.org/W2001369206","https://openalex.org/W2006305546","https://openalex.org/W2007634774","https://openalex.org/W2012532184","https://openalex.org/W2018668985","https://openalex.org/W2018888731","https://openalex.org/W2023061332","https://openalex.org/W2023292494","https://openalex.org/W2026368098","https://openalex.org/W2029271369","https://openalex.org/W2031256578","https://openalex.org/W2034170327","https://openalex.org/W2034966429","https://openalex.org/W2040416534","https://openalex.org/W2041025138","https://openalex.org/W2042113379","https://openalex.org/W2042629033","https://openalex.org/W2044295972","https://openalex.org/W2044804146","https://openalex.org/W2046669440","https://openalex.org/W2058396116","https://openalex.org/W2062541363","https://openalex.org/W2063986913","https://openalex.org/W2070705015","https://openalex.org/W2075642635","https://openalex.org/W2080304133","https://openalex.org/W2083870950","https://openalex.org/W2092240579","https://openalex.org/W2092436123","https://openalex.org/W2093748209","https://openalex.org/W2096099424","https://openalex.org/W2096627321","https://openalex.org/W2099078684","https://openalex.org/W2100387843","https://openalex.org/W2103292310","https://openalex.org/W2104971230","https://openalex.org/W2105257501","https://openalex.org/W2106096361","https://openalex.org/W2110996350","https://openalex.org/W2114362387","https://openalex.org/W2116581207","https://openalex.org/W2118016181","https://openalex.org/W2121514287","https://openalex.org/W2125700060","https://openalex.org/W2136504885","https://openalex.org/W2137906974","https://openalex.org/W2141192301","https://openalex.org/W2142418121","https://openalex.org/W2146143340","https://openalex.org/W2150563888","https://openalex.org/W2150986991","https://openalex.org/W2151440967","https://openalex.org/W2151694441","https://openalex.org/W2154253302","https://openalex.org/W2157575844","https://openalex.org/W2159401492","https://openalex.org/W2162739331","https://openalex.org/W2170299067","https://openalex.org/W2219111313","https://openalex.org/W2269560966","https://openalex.org/W2328364524","https://openalex.org/W2334437668","https://openalex.org/W2411441074","https://openalex.org/W2496777941","https://openalex.org/W2575629671","https://openalex.org/W2581495188","https://openalex.org/W2598488641","https://openalex.org/W3015634246","https://openalex.org/W3021175004","https://openalex.org/W3125844238","https://openalex.org/W3199526393","https://openalex.org/W4205618587","https://openalex.org/W4229942792","https://openalex.org/W4236227715","https://openalex.org/W4239677523","https://openalex.org/W4242924706","https://openalex.org/W4243667233","https://openalex.org/W4247683719","https://openalex.org/W4250028518","https://openalex.org/W4253270332"],"related_works":["https://openalex.org/W2070712593","https://openalex.org/W3037117122","https://openalex.org/W2143315907","https://openalex.org/W2368828286","https://openalex.org/W2147750116","https://openalex.org/W2071583305","https://openalex.org/W3123399342","https://openalex.org/W2182332995","https://openalex.org/W1968729089","https://openalex.org/W2376259564"],"abstract_inverted_index":{"Mobile":[0],"commerce":[1],"still":[2],"experiences":[3],"high":[4],"drop-out":[5],"rates":[6],"throughout":[7],"the":[8,29,42,57,62,67,73,82,92,156,164,172,176,191],"sales":[9],"process.":[10],"This":[11,113],"is":[12],"especially":[13],"evident":[14],"for":[15,59,72,120,190],"complex":[16,50],"products":[17],"such":[18],"as":[19,76,104,130,132],"insurance,":[20],"which":[21],"consumers":[22],"often":[23],"initially":[24],"explore":[25],"online":[26],"but":[27],"complete":[28],"purchase":[30,144],"offline":[31],"to":[32,39,181],"enjoy":[33],"direct":[34],"human":[35],"assistance,":[36],"helping":[37],"them":[38],"better":[40],"understand":[41],"product":[43,51],"and":[44,66,99,127,143,159,162,185],"reduce":[45],"associated":[46],"risks.":[47,168],"To":[48],"facilitate":[49],"purchases":[52],"online,":[53],"this":[54],"article":[55,83],"highlights":[56],"need":[58],"fit":[60,78],"between":[61],"type":[63,68],"of":[64,69,94,108,124,141,166,194],"service":[65,88,97,102,111,125,158,184,195],"technology":[70],"used":[71],"purchase,":[74],"termed":[75],"service-technology":[77],"(STF).":[79],"In":[80,146],"particular,":[81],"proposes":[84],"a":[85,95,100,105,109,117],"comprehensive":[86],"technological":[87],"(CTS);":[89],"that":[90,178],"is,":[91],"combination":[93],"technology-mediated":[96],"(TMS)":[98],"technology-generated":[101],"(TGS)":[103],"central":[106],"element":[107],"face-to-screen":[110],"(FtoS).":[112],"experimental":[114],"study":[115],"found":[116],"significant":[118],"superiority":[119],"CTS":[121],"in":[122,196],"terms":[123],"quality":[126,129,161],"information":[128,160],"well":[131],"concerning":[133],"consumers\u2019":[134],"perceived":[135,157],"financial":[136],"risk,":[137,139],"psychological":[138],"ease":[140],"use,":[142],"intention.":[145],"contrast,":[147],"relying":[148],"solely":[149],"on":[150,175],"either":[151],"TMS":[152],"or":[153],"TGS":[154],"reduces":[155],"reinforces":[163],"perception":[165],"several":[167],"These":[169],"findings":[170],"extend":[171],"theoretical":[173],"knowledge":[174],"mechanisms":[177],"are":[179],"inherent":[180],"an":[182],"FtoS":[183],"give":[186],"concrete":[187],"practical":[188],"implications":[189],"future":[192],"design":[193],"mobile":[197],"commerce.":[198]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":7},{"year":2019,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
