Boost Customer Loyalty With Online Support: The Case Of Mobile Telecomms Providers

The paper explores the effect of customer satisfaction with online supporting services on loyalty to providers of an offline core service. Supporting services are provided to customers before, during or after the purchase of a tangible or intangible core product, and have the purpose of enhancing or facilitating the use of this product. The Internet has the potential to dominate all other marketing channels when it comes to the interactive and personalized communication that is considered quintessential for supporting services. Our study shows that the quality of online supporting services powerfully affects satisfaction with the provider and customer loyalty through its effect on online value and enjoyment. Managerial implications are provided.marketing ;

Identity Trust Framework for iGaming

The online gambling community, or the iGaming industry in the United States has individual solutions and a mix of classic processes to manage universal customer identity but it lacks a standard identity management framework in which to enroll new iGaming users, monitor those users and ensure secure transactions, which leaves it open to identity theft and financial fraud. The iGaming industry offers online poker, sports betting and casino table games. iGaming providers (provider/providers) include companies such as PartyPoker.com, Pokerstars.com, Bovada.com, BetOnline.com among others. An iGaming player (player/players) is anyone who plays to gamble on games through the Internet. This report focuses on the requirements and specification for an Identity Trust Framework to enhance security and privacy in the United States iGaming industry and players.Informatio

Trusting Strangers: The Role of Trust in the Acceptance of Sharing Economy Platforms during the COVID-19 Pandemic

This paper focuses on the impact of trust and risk on forming behavioural intentions to use sharing economy platforms. Also, we investigate the interplay between risk, trust in and intention to use sharing economy platforms, as well as the antecedents of trust in this context. The study found strong support for the impact of trust on behavioural intention, and the mediating role of perceived risk. We also identify differences regarding the role of social influence on trust among the two studied platforms (Uber and Airbnb). The results have implications for trust research as they merge technology acceptance and e-commerce research

The current state of E-commerce in Jordan: Applicability and future prospects

This study aimed at determining the current state of e-commerce in Jordan, as well as its future prospects. The research population consisted of all Jordanian industrial, service and/or trade companies that have a registered website. The population size was 712 companies. A total of 118 questionnaires were distributed to randomly selected companies and 95 were returned. Cronbach alpha measure was used to test the reliability of the organizational questionnaire and was calculated to be 0.80 reflecting stability and consistency of the scale and indicating the goodness of the measure. Other statistical tests were used to test the research hypotheses such as One-Sample t-test, Independent-Samples t-test, One-Way ANOVA, Chi-Square and Bivariate Correlations (Pearson). The research indicated that Jordan has adequate and efficient e-commerce requirements in general, but there is no suitable and appropriate Community Culture in order to reach E-commerce Readiness Stage. Some recommendations are then made based on research findings

A Meta Analysis on Adoption of Mobile Financial Services

During the last decade, there has been tremendous growth in mobile penetration in many countries across the globe including a number of developing countries. The total number of mobile subscription 5 billion by the end of 2010 and is further expected to grow multi-folds. On the other hand, around 2.5 billion adults worldwide do not have a savings or credit account with either a regulated bank or alternative financial institution (such as a microfinance institution). Around one billion people in emerging markets have a mobile phone but no access to banking services. This scenario has opened immense opportunities for organizations including banks, insurance companies and telecom operators to strengthen their customer base and increase revenue by providing various financial services to the consumers through mobile technology. Hence, it becomes very important to understand the factors that would act as drivers or inhibitors towards the adoption of mobile financial services (MFS). Quite a few studies have been conducted across the globe to determine the factors affecting adoption of MFS. This paper provides a Meta analysis of the existing academic literature on MFS and determines the strength of the factors and their linkages through a scoring model based on the type of publication. The findings of the study would be beneficial for further research in understanding the dimensions to be considered for developing adoption model for MFS. The findings can also be used by the practitioners involved in MFS in understanding the factors affecting demand for such services.

How do older adults communicate with the UK public sector? : Comparing online communication channels

Copyright and all rights therein are retained by the authors. All persons copying this information are expected to adhere to the terms and conditions invoked by each author's copyright. These works may not be re-posted without the explicit permission of the copyright holdersGovernments around the world are moving away from conventional ways of face to face communication to a more digital approach when delivering services to their citizens. This includes using the internet as both a communication tool and an information source to improve efficiency in their services. However, not all the citizens are making use of these changes, especially the older adults. Therefore, this research-in-progress paper aims to investigate and identify the factors that encourage older adults to continue using a particular communication channel when interacting with the government. In addition, future directions, limitations and conclusions are also provided within this paper. The implication of this study to academia is viewed to be the development of an extended framework that allows an understanding of continuance intention of online communication tools usage. Equally, this framework will benefit industry by informing providers of communication channels to the government to be aware of the factors that influence older adults’ choices when interacting with the government. For policymakers this research will identify the communication channels that promote interaction with citizensFinal Published versio

Characteristics of Australian B2B imarketplaces

Existing research on B2B iMarketplaces (and intermediaries operating them) focuses primarily on viewing US iMarketplace web sites or conducting case studies. This paper extends this work by presenting survey findings of the total identifiable population of Australian B2B iMarketplace intermediaries to describe the iMarketplace characteristics and to determine if the findings provide more generalisable support for the literature.<br /