The advancement of social media technologies has enabled consumers to freely generate reviews online. These reviews are considered important in influencing consumer purchase decisions of various products. However, it is unclear how they affect the adoption of IT-enabled services. Further, service innovativeness is implied to affect service adoption. But, little research has examined the influence of innovativeness of IT-enabled services on their adoption. By drawing on service dominant logic, this paper examines the effects of service innovativeness and online reviews on IT-enabled services adoption. A preliminary test of the model was performed using initial data of mobile data service applications obtained from a platform. The results reveal that both service innovativeness and the volume of online reviews positively impact IT-enabled service acceptance. However, the valence of online reviews does not impact IT-enabled service adoption. The potential contributions and plans for further testing and enhancing the model are described.
Ye, Jonathan Hua, "Impacts of Online Reviews on IT-enabled Service Adoption: A Preliminary Evidence from Mobile Data Services" (2013). ACIS 2013 Proceedings. 45.