pension is) rated according to the following scale: 1 = poor, 2 = less than average, 3 = average, 4 = better than average, 5 = good. Subjective knowledge arguably provides a better understanding of a and heuristics than objective decision makers’ systematic bias knowledge (Park & Lessig, 1981) and their self-efficacy in using information (Bandura, 1977). Perceived understanding and ability has been shown to be particularly relevant in the context of financial services decisions (Harrison, 1994; Beckett, Hewer & Howcroft, 2000). A taxonomy of co-production tasks Websites offer a range of self-service/co-production functionality that enables users to perform tasks, such as accessing information, communicating and performing transactions. The tasks available on the website were categorised into a taxonomic framework informed by the work of Zwass (2010) (see Table 3). Building on the work (Waite & Harrison, 2007) into website task, we analyse and authors’ previous categorise website functionality as characterised by Zwass (2010) in terms of its: structural complexity (the number of sub-tasks and their interrelationships); intellective demands (the knowledge, skill and creativity demanded); effort intensity (the focus and resources the individual needs to utilise to complete the task); and time frame (for task completion which can range from indefinite to immediate). Table 3: Taxonomy of website functionality and task performance Functionality Task Task Characteristic Low structural Find out about the company that administers the complexity pension Information Low-Medium intellective Find out about how my pension works seeking demands Find information about contribution history Low-Medium effort Find out about fund and investment choice intensity Find out about Additional Voluntary Contributions Low-Medium time frame Medium structural To Contact Pension Plan Administrators complexity Access links to other relevant information/websites
pension is) rated according to the following scale: 1 = poor, 2 = less than average, 3 = average, 4 = better than average, 5 = good. Subjective knowledge arguably provides a better understanding of a decision makers’ systematic bias and heuristics than objective knowledge (Park & Lessig, 1981) and their self-efficacy in using information (Bandura, 1977). Perceived understanding and ability has been shown to be particularly relevant in the context of financial services decisions (Harrison, 1994; Beckett, Hewer & Howcroft, 2000). A taxonomy of co-production tasks Websites offer a range of self-service/co-production functionality that enables users to perform tasks, such as accessing information, communicating and performing transactions. The tasks available on the website were categorised into a taxonomic framework informed by the work of Zwass (2010) (see Table 3). Building on the authors’ previous work (Waite & Harrison, 2007) into website task, we analyse and categorise website functionality as characterised by Zwass (2010) in terms of its: structural complexity (the number of sub-tasks and their interrelationships); intellective demands (the knowledge, skill and creativity demanded); effort intensity (the focus and resources the individual needs to utilise to complete the task); and time frame (for task completion which can range from indefinite to immediate). Table 3: Taxonomy of website functionality and task performance Functionality Task Task Characteristic Information seeking Find out about the company that administers the pension Find out about how my pension works Find information about contribution history Find out about fund and investment choice Find out about Additional Voluntary Contributions Low structural complexity Low-Medium intellective demands Low-Medium effort intensity Low-Medium time frame To Contact Pension Plan Administrators Access links to other relevant information/websites Medium structural complexity
Harrison_and_Waite_2016.docx