Predicting e-services adoption: A perceived risk facets perspective

Featherman, Mauricio S.; Pavlou, Paul A.

doi:10.1016/s1071-5819(03)00111-3

Cited by 3,351Technology Adoption and User BehaviourCustomer Service Quality and LoyaltyHealth, Technology, Consumer Behavior

Predicting e-services adoption: A perceived risk facets perspective

Featherman, Mauricio S., Pavlou, Paul A.·2003·International Journal of Human-Computer Studies

DOI 10.1016/s1071-5819(03)00111-3

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Empirical research has found a negative linkage between perceived risk and user satisfaction.
“Lots of empirical research has found the negative linkage between perceived risk and user satisfaction [64,66,98].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [66]
Higher perceived social risks related to a product or service may reduce users' willingness to recommend it, particularly under peer influence.
“Featherman and Pavlou (2003) argued that higher perceived social risks related to a product or service may reduce users’ willingness to recommend it, particularly under peer influence.”
From A two-step structural equation modeling and explainable machine learning framework for understanding university students’ adoption of generative AI: balancing intrinsic motivations and perceived risks (2026) · cites this paper as Featherman and Pavlou, 2003
Perceived risk mediates the relationship between ease of use and adoption behavior.
“Similarly, PR mediates the relationship between ease of use and adoption behavior by influencing users' cognitive evaluation of technology benefits versus potential threats [41].”
From From Perception to Practice: Artificial Intelligence as a Pathway to Enhancing Digital Literacy in Higher Education Teaching (2025) · cites this paper as [41]

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“Consumers have shown reluctance to complete simple on-line purchase transactions (Hoffman et al., 1999), primarily due to risk concerns ( Jarvenpaa and Tractinsky, 1999; Pavlou, 2001) and therefore, perceived risk is similarly posited as a prominent barrier to consumer acceptance of e-services.”
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Authors: Featherman, M. S., & Pavlou, P. A.
Affiliations: Washington State University (US)
University of Southern California (US)
Corresponding author: Featherman, Mauricio S.
ORCID: Featherman, Mauricio S.
Pavlou, Paul A.
Venue: International Journal of Human-Computer Studies
Publisher: Elsevier BV
Published: 2003-10
Volume: 59
Issue: 4
Pages: 451-474
ISSN: 1071-5819 (ISSN-L)
DOI: 10.1016/s1071-5819(03)00111-3
OpenAlex: W2162739331
Semantic Scholar: 1741947f385ae50bbb50c879655ada49a45860ba
Cited by: 3,351
References: 45
Citations by year: 2026: 359 · 2025: 296 · 2024: 275 · 2023: 273 · 2022: 271 · 2021: 266 · 2020: 225 · 2019: 194 · 2018: 156 · 2017: 118 · 2016: 129 · 2015: 142 · 2014: 111 · 2013: 107 · 2012: 89
FWCI: 32.75
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: International Journal of Human-Computer Studies (publishedVersion)
Journal of the Association for Information Systems (submittedVersion)
Topics: Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
Health Sciences › Health Professions › Health Information Management › Health, Technology, Consumer Behavior
Keywords: e-service adoption, risk perception, technology acceptance model, perceived ease of use, consumer technology adoption

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