{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,8]],"date-time":"2026-02-08T00:43:29Z","timestamp":1770511409036,"version":"3.49.0"},"reference-count":66,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2014,2,25]],"date-time":"2014-02-25T00:00:00Z","timestamp":1393286400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2014,2,25]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>\u2013 In an online banking context this study seeks to explore the relation between the relationship marketing factors of customer intentions to continue to use services and to recommend these services to others, and the technology acceptance factors of self-control, usefulness, customer value, technology-based service encounter satisfaction and reputation. Innovatively this study also compares the proposed model in two countries, Portugal and Austria.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>\u2013 Derived from a review of previous literature, a survey was developed and data were collected using the online survey service of universities in two countries, Portugal and Austria. The partial least squares approach was employed to test the hypotheses.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>\u2013 The findings showed that self-control and usefulness are important antecedents of customer value delivery. Furthermore perceptions of online bank reputation were enhanced by the satisfaction derived from positive customer encounters with online banking services. Unlike the Portuguese, Austrians' perceptions of bank reputation did not significantly influence their intention to continue to use or their propensity to recommend online banking to others.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>\u2013 Based on literature which suggests that constructs such as customer value, trust, satisfaction and reputation are inter-related to the technology acceptance model, this paper extends earlier theoretical frameworks and is the first study to incorporate relationship marketing constructs into a model examining intention to use, and recommending online banking services. The study also differentiates the model in two countries that represent different business and cultural settings: Portugal and Austria.<\/jats:p><\/jats:sec>","DOI":"10.1108\/oir-01-2012-0100","type":"journal-article","created":{"date-parts":[[2014,3,13]],"date-time":"2014-03-13T13:53:07Z","timestamp":1394718787000},"page":"186-208","source":"Crossref","is-referenced-by-count":46,"title":["Intentions to use and recommend to others"],"prefix":"10.1108","volume":"38","author":[{"given":"Sandra","family":"Maria Correia Loureiro","sequence":"first","affiliation":[]},{"given":"Hans","family":"R\u00fcdiger Kaufmann","sequence":"additional","affiliation":[]},{"given":"Samuel","family":"Rabino","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2021010321191287900_b1","doi-asserted-by":"crossref","unstructured":"Anderson, J.C. and Narus, J.A. (1990), \u201cA model of distributor firm and working partnerships\u201d, Journal of Marketing, Vol. 54 No. 1, pp. 42-58.","DOI":"10.1177\/002224299005400103"},{"key":"key2021010321191287900_b2","unstructured":"Anderson, J.C. , Narus, J.A. and van Rossum, W. (2006), \u201cCustomer value propositions in business markets\u201d, Harvard Business Review, Vol. 84 No. 3, pp. 90-99."},{"key":"key2021010321191287900_b3","unstructured":"Baldinger, A.L. and Rubinson, J. (1997), \u201cThe jeopardy in double jeopardy\u201d, Journal of Advertising Research, Vol. 37 No. 6, pp. 37-49."},{"key":"key2021010321191287900_b4","unstructured":"Berry, L.L. , Shankar, V. , Parish, J.T. , Cadwallader, S. and Dotzel, T. (2006), \u201cCreating new markets through service innovation\u201d, Sloan Management Review, Vol. 47 No. 2, pp. 56-63."},{"key":"key2021010321191287900_b5","doi-asserted-by":"crossref","unstructured":"Bitner, M.J. , Amy, L.O. and Meuter, M.L. (2002), \u201cImplementing successful self-service technologies\u201d, The Academy of Management Executive, Vol. 16 No. 4, pp. 96-108.","DOI":"10.5465\/ame.2002.8951333"},{"key":"key2021010321191287900_b6","unstructured":"Blomqvist, R. , Dahl, J. and Haeger, T. (1993), Relationsmarknadsf\u00f6ring: Strategi och metod i servicekonkurrens (Relationship Marketing: Strategy and Method in Service Competition), IHM, Forlag, G\u00f6teborg."},{"key":"key2021010321191287900_b7","doi-asserted-by":"crossref","unstructured":"Carmines, E.G. and Zeller, R.A. (1979), Reliability and Validity Assessment, Sage Publications, London.","DOI":"10.4135\/9781412985642"},{"key":"key2021010321191287900_b8","doi-asserted-by":"crossref","unstructured":"Casalo, L.V. , Flavian, C. and Guinaliu, M. (2007), \u201cThe role of security, privacy, usability and reputation in the development of online banking\u201d, Online Information Review, Vol. 31 No. 5, pp. 583-603.","DOI":"10.1108\/14684520710832315"},{"key":"key2021010321191287900_b9","doi-asserted-by":"crossref","unstructured":"Chen, T.Y. , Chang, P.L. and Chang, H.S. (2005), \u201cPrice, brand cues, and banking customer value\u201d, International Journal of Bank Marketing, Vol. 23 No. 3, pp. 273-291.","DOI":"10.1108\/02652320510591720"},{"key":"key2021010321191287900_b10","unstructured":"Chin, W.W. (1998), \u201cThe partial least squares approach to structural equation modeling\u201d, in Marcoulides, G.A. (Ed.), Modern Methods for Business Research, Lawrence Erlbaum Associates Publisher, Mahwah, NJ, pp. 295-336."},{"key":"key2021010321191287900_b11","doi-asserted-by":"crossref","unstructured":"Chin, W.W. , Marcolin, B.L. and Newsted, P.R. (2003), \u201cA partial least squares latent variable modeling approach for measuring interaction effects: results from a Monte Carlo simulation study and an electronic mail adoption study\u201d, Information Systems Research, Vol. 14 No. 2, pp. 189-217.","DOI":"10.1287\/isre.14.2.189.16018"},{"key":"key2021010321191287900_b12","doi-asserted-by":"crossref","unstructured":"Chiou, J.S. (2003), \u201cThe antecedents of consumers' loyalty toward internet service providers\u201d, Information and Management, Vol. 41 No. 6, pp. 685-695.","DOI":"10.1016\/j.im.2003.08.006"},{"key":"key2021010321191287900_b13","doi-asserted-by":"crossref","unstructured":"Chiu, C.M. , Lin, H.Y. , Sun, S.Y. and Hsu, M.H. (2009), \u201cUnderstanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory\u201d, Behaviour & Information Technology, Vol. 28 No. 4, pp. 347-360.","DOI":"10.1080\/01449290801892492"},{"key":"key2021010321191287900_b14","doi-asserted-by":"crossref","unstructured":"Chung, N. and Kwon, S.J. (2009), \u201cEffect of trust level on mobile banking satisfaction: a multigroup analysis of information system success instruments\u201d, Behaviour & Information Technology, Vol. 28 No. 6, pp. 549-562.","DOI":"10.1080\/01449290802506562"},{"key":"key2021010321191287900_b15","unstructured":"Cohen, J. and Cohen, P. (1983), Applied Multiple Regression\/Correlation Analysis for the Behavioral Sciences, 2nd ed., Lawrence Erlbaum Associates, Mahwah, NJ."},{"key":"key2021010321191287900_b16","doi-asserted-by":"crossref","unstructured":"Davis, F.D. , Bagozzi, R.P. and Warshaw, P.R. (1989), \u201cUser acceptance of computer technology: a comparison of two theoretical models\u201d, Management Science, Vol. 35 No. 8, pp. 982-1003.","DOI":"10.1287\/mnsc.35.8.982"},{"key":"key2021010321191287900_b17","doi-asserted-by":"crossref","unstructured":"Flanagan, J.C. (1954), \u201cThe critical incident technique\u201d, Psychological Bulletin, Vol. 51 No. 4, pp. 327-357.","DOI":"10.1037\/h0061470"},{"key":"key2021010321191287900_b18","doi-asserted-by":"crossref","unstructured":"Fombrun, C.J. and Rindova, V. (2000), \u201cThe road to transparency: reputation. Management at Royal Dutch\/Shell\u201d, in Schultz, M. , Hatch, M.J. and Larsen, M.H. (Eds), The Expressive Organization, Oxford University Press, Oxford, pp. 7-96.","DOI":"10.1093\/oso\/9780198297789.003.0006"},{"key":"key2021010321191287900_b19","doi-asserted-by":"crossref","unstructured":"Fornell, C. and Larcker, D.F. (1981), \u201cEvaluating structural models with unobservable variables and measurement error\u201d, Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.","DOI":"10.1177\/002224378101800104"},{"key":"key2021010321191287900_b20","unstructured":"Gable, G.G. , Sedera, D. and Chan, T. (2003), \u201cEnterprise systems success: a measurement model\u201d, in The 24th International Conference On Information Systems in Seattle, Washington, 15-17 December 2003, Curran Associates, Red Hook, NY, pp. 840-855."},{"key":"key2021010321191287900_b21","doi-asserted-by":"crossref","unstructured":"Gr\u00f6nroos, C. (1994), \u201cFrom marketing mix to relationship marketing: towards a paradigm shift in marketing\u201d, Management Decision, Vol. 32 No. 2, pp. 4-20.","DOI":"10.1108\/00251749410054774"},{"key":"key2021010321191287900_b22","doi-asserted-by":"crossref","unstructured":"Gustafsson, A. , Johnson, M.D. and Roos, I. (2005), \u201cThe effect of customer satisfaction, relationship commitment dimensions, and triggers on \/customer retention\u201d, Journal of Marketing, Vol. 69 No. 4, pp. 210-218.","DOI":"10.1509\/jmkg.2005.69.4.210"},{"key":"key2021010321191287900_b23","doi-asserted-by":"crossref","unstructured":"Helm, S. , Garnefeld, I. and Tolsdorf, J. (2009), \u201cPerceived corporate reputation and consumer satisfaction \u2013 an experimental exploration of causal relationships\u201d, Australasian Marketing Journal, Vol. 17 No. 2, pp. 69-74.","DOI":"10.1016\/j.ausmj.2009.05.003"},{"key":"key2021010321191287900_b24","doi-asserted-by":"crossref","unstructured":"Hennig-Thurau, T. , Gwinner, K.P. and Gremler, D.D. (2002), \u201cUnderstanding relationship marketing outcomes: an integration of relational benefits and relationship quality\u201d, Journal of Service Research, Vol. 4 No. 3, pp. 230-247.","DOI":"10.1177\/1094670502004003006"},{"key":"key2021010321191287900_b25","unstructured":"Herbig, P. and Milewicz, J. (1995), \u201cThe relationship of reputation and credibility to brand success\u201d, Journal of Consumer Marketing, Vol. 12 No. 4, pp. 4-10."},{"key":"key2021010321191287900_b26","doi-asserted-by":"crossref","unstructured":"Ho, S.H. and Ko, Y.Y. (2008), \u201cEffects of self-service technology on customer value and customer readiness: the case of internet banking\u201d, Internet Research, Vol. 18 No. 4, pp. 427-446.","DOI":"10.1108\/10662240810897826"},{"key":"key2021010321191287900_b27","unstructured":"Hofstede, G. (1980), Culture's Consequences: International Differences in Work Related Values, Sage Publications, Thousand Oaks, CA."},{"key":"key2021010321191287900_b28","unstructured":"Hofstede, G. (2001), Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations, 2nd ed., Sage Publications, Thousand Oaks, CA."},{"key":"key2021010321191287900_b29","unstructured":"Hofstede, G. (2010), \u201cThe Hofstede centre\u201d, available at: http:\/\/geert-hofstede.com\/countries.html (accessed 10 October 2010)."},{"key":"key2021010321191287900_b30","unstructured":"INE-Portugal (2009), \u201cSocial indicators\u201d, available at: http:\/\/ra09.ine.pt\/xportal\/xmain?xpid=INE (accessed 5 January 2010)."},{"key":"key2021010321191287900_b31","unstructured":"Jegher, J. (2011), \u201cTop trends in retail online banking\u201d, Celent, available at: www.celent.com\/reports\/top-trends-retail-online-banking (accessed 22 August 2013)."},{"key":"key2021010321191287900_b32","doi-asserted-by":"crossref","unstructured":"Jin, B. , Park, J.Y. and Kim, J. (2010a), \u201cJoint influence of online store attributes and offline operations on performance of multichannel retailers\u201d, Behaviour & Information Technology, Vol. 29 No. 1, pp. 85-96.","DOI":"10.1080\/01449290701497202"},{"key":"key2021010321191287900_b33","doi-asserted-by":"crossref","unstructured":"Jin, B. , Park, J.Y. and Kim, H.S. (2010b), \u201cWhat makes online community members commit? A social exchange perspective\u201d, Behaviour & Information Technology, Vol. 29 No. 6, pp. 587-599.","DOI":"10.1080\/0144929X.2010.497563"},{"key":"key2021010321191287900_b34","unstructured":"Jing, R. (2012), \u201cOnline customer value structure: a network analysis approach\u201d, in Wang, Y. and Li, T. (Eds), Practical Applications of Intelligent Systems, Advances in Intelligent and Soft Computing, Vol. 124, Springer-Verlag, Berlin, pp. 259-264."},{"key":"key2021010321191287900_b35","doi-asserted-by":"crossref","unstructured":"Johnson, D.S. (2007), \u201cAchieving customer value from electronic channels through identity commitment, calculative commitment and trust in technology\u201d, Journal of Interactive Marketing, Vol. 21 No. 4, pp. 2-22.","DOI":"10.1002\/dir.20091"},{"key":"key2021010321191287900_b36","doi-asserted-by":"crossref","unstructured":"Johnson, M.D. , Gustafsson, A. , Andreassen, T.W. , Lervik, L. and Cha, J. (2001), \u201cThe evolution and future of national customer satisfaction index models\u201d, Journal of Economics Psychology, Vol. 22 No. 2, pp. 217-245.","DOI":"10.1016\/S0167-4870(01)00030-7"},{"key":"key2021010321191287900_b37","doi-asserted-by":"crossref","unstructured":"Johnson, M.D. , Herrmann, A. and Huber, F. (2006), \u201cThe evolution of loyalty intentions\u201d, Journal of Marketing, Vol. 70 No. 2, pp. 122-132.","DOI":"10.1509\/jmkg.70.2.122"},{"key":"key2021010321191287900_b38","doi-asserted-by":"crossref","unstructured":"Lee, J. and Allaway, A. (2002), \u201cEffects of personal control on adoption of self-service technology innovations\u201d, Journal of Services Marketing, Vol. 16 No. 6, pp. 553-572.","DOI":"10.1108\/08876040210443418"},{"key":"key2021010321191287900_b39","doi-asserted-by":"crossref","unstructured":"Lin, J.C. and Hsieh, P.L. (2006), \u201cThe role of technology readiness in customers' perception and adoption of self-service technologies\u201d, International Journal of Service Industry Management, Vol. 17 No. 5, pp. 497-517.","DOI":"10.1108\/09564230610689795"},{"key":"key2021010321191287900_b40","doi-asserted-by":"crossref","unstructured":"Lin, N.H. , Tseng, W.Ch. , Hung, Y.Ch. and Yen, D.C. (2009), \u201cMaking customer relationship management work: evidence from the banking industry in Taiwan\u201d, The Service Industries Journal, Vol. 29 No. 9, pp. 1183-1197.","DOI":"10.1080\/02642060701846788"},{"key":"key2021010321191287900_b41","unstructured":"Loureiro, S.M.C. (2009), \u201cSegmentation using finite mixture partial least squares: loyalty and satisfaction perceived by customers of the supermarkets in Portugal\u201d, in Vinci, V. , Tenenhaus, M. , Guan, R. , Guo, L. and Yi, B. (Eds), Proceedings of the 6th International Conference on Partial Least Squares and Related Methods, Publishing House of Electronics Industry, Beijing, pp. 264-269."},{"key":"key2021010321191287900_b42","unstructured":"Loureiro, S.M.C. and Santana, S. (2010), \u201cWeb site brand attributes and e-shopper loyalty \u2013 a comparative study of Spain and Scotland\u201d, in Filipe, J. and Cordeiro, J. (Eds), Proceedings of the 6th WEBIST International Conference on Web Information Systems and Technologies, Vol. 2, Valencia, 7-10 April 2010, INSTICC Press, Valencia, pp. 257-262."},{"key":"key2021010321191287900_b43","unstructured":"Mangin, J.P.L. , Bourgault, N. and Guerrero, M.M. (2011), \u201cModelling perceived usefulness on adopting online banking through the TAM model in a Canadian banking environment\u201d, Journal of Internet Banking and Commerce, Vol. 16 No. 1, pp. 1-23."},{"key":"key2021010321191287900_b44","doi-asserted-by":"crossref","unstructured":"Meuter, M.L. , Bitner, M.J. , Ostrom, A.L. and Brown, S.W. (2005), \u201cChoosing among alternative service delivery modes: an investigation of customer trial of self-service technologies\u201d, Journal of Marketing, Vol. 69 No. 2, pp. 61-83.","DOI":"10.1509\/jmkg.69.2.61.60759"},{"key":"key2021010321191287900_b45","doi-asserted-by":"crossref","unstructured":"Meuter, M.L. , Ostrom, A.L. , Roundtree, R.L. and Bitner, M.J. (2000), \u201cSelf-service technologies: understanding customer satisfaction with technology-based service encounters\u201d, Journal of Marketing, Vol. 64 No. 3, pp. 50-64.","DOI":"10.1509\/jmkg.64.3.50.18024"},{"key":"key2021010321191287900_b46","unstructured":"Moorman, C. , Deshpand\u00e9, R. and Zaltman, G. (1993), Relationship Between Providers and Users of Market Research: The Role of Personal Trust, Marketing Science Institute, Cambridge, MA."},{"key":"key2021010321191287900_b47","doi-asserted-by":"crossref","unstructured":"Morgan, R.M. and Hunt, S.D. (1994), \u201cThe commitment-trust theory of relationship marketing\u201d, Journal of Marketing, Vol. 58 No. 3, pp. 20-38.","DOI":"10.1177\/002224299405800302"},{"key":"key2021010321191287900_b48","doi-asserted-by":"crossref","unstructured":"Mukherjee, A. and Nath, P. (2003), \u201cA model of trust in online relationship banking\u201d, International Journal of Bank Marketing, Vol. 21 No. 1, pp. 5-15.","DOI":"10.1108\/02652320310457767"},{"key":"key2021010321191287900_b49","doi-asserted-by":"crossref","unstructured":"Ndubisi, N.O. (2007), \u201cRelationship marketing and customer loyalty\u201d, Marketing Intelligence & Planning, Vol. 25 No. 1, pp. 98-106.","DOI":"10.1108\/02634500710722425"},{"key":"key2021010321191287900_b50","unstructured":"Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY."},{"key":"key2021010321191287900_b51","doi-asserted-by":"crossref","unstructured":"Oldenburger, K. , Lehto, X. , Feinberg, R. , Lehto, M. and Salvendy, G. (2008), \u201cCritical purchasing incidents in e-business\u201d, Behaviour & Information Technology, Vol. 27 No. 1, pp. 63-77.","DOI":"10.1080\/01449290601138385"},{"key":"key2021010321191287900_b52","doi-asserted-by":"crossref","unstructured":"Page-Thomas, K. (2006), \u201cMeasuring task-specific perceptions of the World Wide Web\u201d, Behaviour & Information Technology, Vol. 25 No. 6, pp. 469-477.","DOI":"10.1080\/01449290500347962"},{"key":"key2021010321191287900_b53","doi-asserted-by":"crossref","unstructured":"Pikkarainen, T. , Pikkarainen, K. , Karjaluoto, H. and Pahnila, S. (2004), \u201cConsumer acceptance of online banking: an extension of the technology acceptance model\u201d, Internet Research, Vol. 14 No. 3, pp. 224-235.","DOI":"10.1108\/10662240410542652"},{"key":"key2021010321191287900_b54","doi-asserted-by":"crossref","unstructured":"Rabino, S. , Onufrey, S. and Moskowitz, H. (2009), \u201cExamining the future of retail banking: predicting the essentials of advocacy in customer experience\u201d, Journal of Direct, Data and Digital Marketing Practices, Vol. 10 No. 4, pp. 307-328.","DOI":"10.1057\/dddmp.2009.12"},{"key":"key2021010321191287900_b55","doi-asserted-by":"crossref","unstructured":"Rauyruen, P. and Miller, K.E. (2007), \u201cRelationship quality as a predictor of B2B customer loyalty\u201d, Journal of Business Research, Vol. 60 No. 1, pp. 21-31.","DOI":"10.1016\/j.jbusres.2005.11.006"},{"key":"key2021010321191287900_b56","unstructured":"Safeena, R. and Abdullah, A. (2010), \u201cCustomer perspectives on e-business value: case study on internet banking\u201d, Journal of Internet Banking & Commerce, Vol. 15 No. 1, pp. 1-13."},{"key":"key2021010321191287900_b57","doi-asserted-by":"crossref","unstructured":"Sekaran, U. (1983), \u201cMethodological and theoretical issues and advancements in cross-cultural research\u201d, Journal of International Business Studies, Vol. 14 No. 2, pp. 61-73.","DOI":"10.1057\/palgrave.jibs.8490519"},{"key":"key2021010321191287900_b58","doi-asserted-by":"crossref","unstructured":"Sheth, J.N. , Newman, B.I. and Gross, B.L. (1991), \u201cWhy we buy what we buy: a theory of consumption values\u201d, Journal of Business Research, Vol. 22 No. 2, pp. 159-170.","DOI":"10.1016\/0148-2963(91)90050-8"},{"key":"key2021010321191287900_b59","doi-asserted-by":"crossref","unstructured":"Srijumpa, R. , Chiarakul, T. and Speece, M. (2007), \u201cSatisfaction and dissatisfaction in service encounters: retail stockbrokerage and corporate banking in Thailand\u201d, International Journal of Bank Marketing, Vol. 25 No. 3, pp. 173-194.","DOI":"10.1108\/02652320710739878"},{"key":"key2021010321191287900_b60","unstructured":"Statistics Austria (2009), \u201cInternet users 2002-2009\u201d, available at: www.statistik.at\/web_de\/statistiken\/informationsgesellschaft\/ikt-einsatz_in_haushalten\/024571.html (accessed 7 April 2010)."},{"key":"key2021010321191287900_b61","doi-asserted-by":"crossref","unstructured":"Tenenhaus, M. , Vinzi, V.E. , Chatelin, Y.-M. and Lauro, C. (2005), \u201cPLS path modeling\u201d, Computational Statistics & Data Analysis, Vol. 48 No. 1, pp. 159-205.","DOI":"10.1016\/j.csda.2004.03.005"},{"key":"key2021010321191287900_b62","doi-asserted-by":"crossref","unstructured":"Veloutsou, C. and Moutinho, L. (2009), \u201cBrand relationships through brand reputation and brand tribalism\u201d, Journal of Business Research, Vol. 62 No. 3, pp. 314-322.","DOI":"10.1016\/j.jbusres.2008.05.010"},{"key":"key2021010321191287900_b63","doi-asserted-by":"crossref","unstructured":"Wetzels, M. , Odekerken-Schr\u00f6der, G. and van Oppen, C. (2009), \u201cUsing PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration\u201d, MIS Quarterly, Vol. 33 No. 1, pp. 177-195.","DOI":"10.2307\/20650284"},{"key":"key2021010321191287900_b64","doi-asserted-by":"crossref","unstructured":"Yoon, S.J. (2002), \u201cThe antecedents and consequences of trust in online-purchase decisions\u201d, Journal of Interactive Marketing, Vol. 16 No. 2, pp. 47-63.","DOI":"10.1002\/dir.10008"},{"key":"key2021010321191287900_b65","doi-asserted-by":"crossref","unstructured":"Yousafzai, S. , Pallister, J. and Foxall, G. (2009), \u201cMulti-dimensional role of trust in internet banking adoption\u201d, The Service Industries Journal, Vol. 29 No. 5, pp. 591-605.","DOI":"10.1080\/02642060902719958"},{"key":"key2021010321191287900_b66","doi-asserted-by":"crossref","unstructured":"Zeithaml, V.A. (1988), \u201cConsumer perceptions of price, quality, and value: a means-end model and synthesis of evidence\u201d, Journal of Marketing, Vol. 52 No. 3, pp. 2-22.","DOI":"10.1177\/002224298805200302"}],"container-title":["Online Information Review"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/OIR-01-2012-0100","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/OIR-01-2012-0100\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/OIR-01-2012-0100\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T22:41:56Z","timestamp":1753396916000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/oir\/article\/38\/2\/186-208\/315337"}},"subtitle":["An empirical study of online banking practices in Portugal and Austria"],"short-title":[],"issued":{"date-parts":[[2014,2,25]]},"references-count":66,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2014,2,25]]}},"alternative-id":["10.1108\/OIR-01-2012-0100"],"URL":"https:\/\/doi.org\/10.1108\/oir-01-2012-0100","relation":{},"ISSN":["1468-4527"],"issn-type":[{"value":"1468-4527","type":"print"}],"subject":[],"published":{"date-parts":[[2014,2,25]]}}}