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Article
Publication date: 9 May 2016

Joanne E. McNeish, Anthony Francescucci and Ummaha Hazra

The next phase of hardware technology development is focused on alternative ways to manage and store consumers’ personal content. However, even consumers who have adopted…

Abstract

Purpose

The next phase of hardware technology development is focused on alternative ways to manage and store consumers’ personal content. However, even consumers who have adopted Cloud-based services have demonstrated a reluctance to move all of their personal content into the Cloud and continue to resist giving up local hard drives. This paper aims to investigate the characteristics of local hard drives and the Cloud that lead to simultaneous use.

Design/methodology/approach

This paper uses content analysis of online comments and ten depth interviews with simultaneous users of local hard drives and the Cloud.

Findings

Three factors influence the resistance to giving up local hard drives. Simultaneous users utilize local hard drives as a redundancy system and as a way to ensure the permanence of their digital content. They are unsure of the Cloud’s ability to support their content creation, management and storage activities (task-technology fit).

Research limitations/implications

Study findings are based on qualitative methods and thus the results cannot be considered conclusive.

Practical implications

The authors speculate that it is unlikely that Cloud-only will fully replace hard drives until these factors are understood and addressed by information technology developers. Cloud service providers may not be aware of how little that users understand the Cloud. In contrast to their certainty and confidence in local hard drives, simultaneous users are confused as to what the Cloud is and how it functions. This uncertainty exacerbates their risk perception and need for control.

Originality/value

This is the first study exploring simultaneous use of local hard drives and the Cloud with a view to understanding this behaviour in terms of the relative advantage of the incumbent technology over the new technology.

Details

Journal of Information, Communication and Ethics in Society, vol. 14 no. 2
Type: Research Article
ISSN: 1477-996X

Keywords

Article
Publication date: 2 February 2015

Joanne McNeish

The purpose of this paper is to explore the role of paper bills and statements in online and mobile banking and how they may serve to support trust along with mitigating distrust…

3561

Abstract

Purpose

The purpose of this paper is to explore the role of paper bills and statements in online and mobile banking and how they may serve to support trust along with mitigating distrust for consumers when dealing with banks and billing firms.

Design/methodology/approach

A two-phase study with 208 Canadian online bill payers. Phase 1 verified the comprehension of the measurement items being tested. In Phase 2, exploratory factor analysis was used to determine the factor structure. Regression analysis was used to identify the relationship of the factors with the intention to continuing receiving paper bills.

Findings

Four factors for trust and distrust were identified in this study of which two (structural assurance and counted on to help) plus subjective norm predict the intention to continue receiving paper bills.

Research limitations/implications

Trust and distrust are shown to co-exist in this study. Consumers feel vulnerable to the risks inherent in online financial interactions, but signal their willingness to trust by adopting online and mobile banking. Consumers mitigate the distrust they have in banks and billing firms by continuing to receive paper bills and statements. This study is limited to paper bills and statements. The role of other paper documents in customer relationship management is worthy of further exploration.

Practical implications

This research investigates the role of financial documents in the consumer-firm relationship. This study suggests that paper bills are a communication method that supports consumers’ trust in the banks and billing firms and their adoption of online and mobile banking. Banks and billing firms’ continued emphasis on consumers’ giving up paper bills while insisting on original paper documentation in problem resolution situations, sends mixed messages to consumers, which heightens their distrust in these firms.

Originality/value

This is the first study to suggest that paper bills and statements have a role in influencing trust or distrust of banks and billing firms.

Details

International Journal of Bank Marketing, vol. 33 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Content available
Article
Publication date: 2 February 2015

Kent Eriksson and Hooman Estelami

244

Abstract

Details

International Journal of Bank Marketing, vol. 33 no. 1
Type: Research Article
ISSN: 0265-2323

Content available
Article
Publication date: 1 February 2016

Mohammad G. Nejad

658

Abstract

Details

International Journal of Bank Marketing, vol. 34 no. 1
Type: Research Article
ISSN: 0265-2323

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