An Assessment of Value Creation in Mobile Service Delivery and the Moderating Role of Time Consciousness

M.H.P. Kleijnen*, J.C. de Ruyter, M.G.M. Wetzels

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review


This study focuses on the perceived utilitarian value of a new service delivery mode, the mobile channel. The authors develop a framework that incorporates three mode-specific benefits – time convenience, user control, and service compatibility – as well as two costs – perceived risk and cognitive effort – as antecedents of perceived value. Because of the pervasiveness of time criticality as a value-added characteristic of the mobile channel, they also investigate the moderating influence of consumers’ time consciousness. They empirically investigate the model using mobile brokerage services as an illustrative application. The results reveal that the identified antecedents, with the exception of service compatibility, have a strong impact on mobile channel value perceptions, which in turn influence behavioral intentions. The authors also find that time consciousness moderates the aforementioned relationships.
Original languageEnglish
Pages (from-to)33-46
JournalJournal of Retailing
Issue number1
Publication statusPublished - 1 Jan 2007

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