Interactivity is a key feature of Web sites. This article identifies the determinants that enhance user perceptions of interactivity in a communication scenario in which consumers send instant messages to an e-store. Two conceptualizations of interactivity—telepresence theory and interactivity theory—predict that different antecedents (e.g., the number of clicks, response time, message type) are important. The results of Experiment 1 indicate that message type (i.e., how personal a particular message is) is the strongest predictor of interactivity perceptions. Furthermore, the findings suggest that the effects of message type on perceived interactivity and Web site effectiveness are greater when consumers are complaining than when they are inquiring about services. The results of Experiment 2 show that as the level of message personalization increases, interactivity perceptions and site effectiveness are enhanced (linear relationship). The authors discuss the implications of the findings for theory and practice and provide directions for measuring and manipulating interactivity in further research.
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