Predicting e-services adoption: a perceived risk facets perspective

Internet-delivered e-services are increasingly being made available to consumers; however, little is known about how they are evaluated for potential adoption. Past research has focused primarily on the positive utility gains attributable to information technology adoption. This research extends that research approach to include measures of potential negative utility (losses) attributable to e-service adoption. Drawing from Perceived Risk Theory, specific risk facets were operationalized, integrated, and empirically tested within the Technology Acceptance Model to propose an e-services adoption model. Results indicate that e-services adoption is adversely affected primarily by performance-based risk perceptions, while perceived ease of use of the eservice reduces risk perceptions. The paper discusses the implications of integrating risk into the proposed eservices adoption model.