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2016),"The effects of relationship maintenance and relationship investment on self-service technology relationship performance", Information Technology & People, Vol. 29 Iss 3 pp. -Permanent link to this document: http://dx.Observers versus agents: divergent associations of video versus game use with empathy and social connectedness", Information Technology & People, Vol. 29 Iss 3 pp. -Access to this document was granted through an Emerald subscription provided by emerald-srm:573577 [] For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.In order to illustrate how businesses formulate strategies to maintain relationships with loyal customers, Kim and Son (2009) applied SET and viewed relationship maintenance mechanisms from two perspectives:constraint-based and dedication-based. Constraint-based relationship maintenance focuses on economic, social, or psychological commitment. In contrast, dedication-based relationship maintenance is an attitudinal commitment derived from genuine appreciation for a relationship. Hennig-Thurau, Gwiiner and Gremler (2000) further indicated that the functioning of dedication-based relationships can be depicted from a benefit-focus perspective, while constraint-based relationships are better viewed from a dependency perspective. Restated, dedication-based relationships represent that two parties 'want to' continue the relationship, but constraint-based relationships represent that they 'have to' stay in the relationship.According to figures for 2014, Taiwan has the highest density of convenience stores in the world (Ministry of Foreign Affairs, 2014). However, only the top three convenience stores have launched SSTs to enhance their product/service variety and offer quality e-services to establish and enhance their customer relationships. Taiwanese people enjoy going to convenience stores and using SSTs (i.e., in-store kiosks) to search for travel information, pay bills, purchase tickets and so on, because this technology provide them with clear, practical value, being both convenient and efficient (Kim and Son, 2009;Kleijnen, De Ruyter, and Wetzels, 2007). An examination of how Taiwanese convenience stores have launched SSTs may improve understanding of SST relationship marketing operations. A...

This study combines the dual-process theory (DPT) and the uncertainty reduction theory (URT) to examine how on-line consumer reviews affect consumer uncertainty reduction and value perceptions in order to understand whether consumer attitudes will be influenced by on-line consumer reviews and if relationships are built between consumers and companies as a result. The results indicated that argument quality, recommendation sidedness, source credibility, confirmation of prior beliefs, and recommendation ratings have a positive effect on the uncertainty reduction of consumers towards the businesses under consideration. Since uncertainty reduction has an effect on value perception, this study suggests that companies provide on-line consumer reviews on their websites to increase consumer uncertainty reduction and to improve consumer value perception of their companies.

This study combines the dual-process theory (DPT) and the uncertainty reduction theory (URT) to examine how on-line consumer reviews affect consumer uncertainty reduction and value perceptions in order to understand whether consumer attitudes will be influenced by on-line consumer reviews and if relationships are built between consumers and companies as a result. The results indicated that argument quality, recommendation sidedness, source credibility, confirmation of prior beliefs, and recommendation ratings have a positive effect on the uncertainty reduction of consumers towards the businesses under consideration. Since uncertainty reduction has an effect on value perception, this study suggests that companies provide on-line consumer reviews on their websites to increase consumer uncertainty reduction and to improve consumer value perception of their companies.