Consumer resistance to internet-based services: Implications for real estate customer service

Patsiotis, A; Hughes, Tim; Webber, Don J.

Abstract

Internet-based applications are very commonplace within business and personal contexts. Online banking, chat based customer service, and shopping are just some of the e-functions that permeate our day-to-day lives. Some consumers, though, show great resistance to emerging online technology. Driven by privacy concerns, security risks, a lack of knowledge of available technologies, and/or simply preferences for human interaction, some still resist Internet-based tools by either delaying adoption or rejecting the technology altogether.

• Journal Article Type: Article
• Acceptance Date: Mar 1, 2014
• Publication Date: Jun 1, 2014
• Deposit Date: Mar 17, 2014
• Journal: Keller Centre Research Report
• Peer Reviewed: Peer Reviewed
• Volume: 7
• Issue: 2
• Keywords: consumer resistance, internet-based services, real estate, customer service
• Public URL: https://uwe-repository.worktribe.com/output/816393
• Publisher URL: http://www.baylor.edu/business/kellercenter/news.php?action=story&story=142883
• Contract Date: Feb 14, 2016