Critical review of the e-loyalty literature: a purchase-centred framework

Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on e-loyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring e-loyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers’ e-loyalty by making crucial changes in each purchase stage

A Design Theory for Certification Presentations

Prior information system research remains inconsistent of the effects of system certifications. In their current use, certifications are often reduced to graphical seals. This approach fails to incorporate detailed assurance information emanating from the certification process. To address this gap, we adopt a design science approach and deploy a four-phase research design to clarify how to design impactful IS certification presentations. First, we identify sources of users’ limited understanding of seals and formulate a design proposal for a certification presentation by drawing upon the elaboration likelihood model. In the second phase, we formulate and validate a set of design meta- requirements and guidelines to improve certification presentation, using cognitive load theory and Toulmin’s model of argumentation as kernel theories. In the third phase, new certification presentations that comply with the proposed guidelines are developed and evaluated for their effectiveness. We show that presentations that augment seal-based certification presentations with richer assurance information improve certification effectiveness. This increases users’ assurance and trust perceptions when the presentations align with the users’ cognitive information processing needs in ways that reduce their cognitive load and enhance argument quality of assurance information

Understanding Collaborations in Virtual World

Virtual worlds (VW) have paved a new and important channel for workplace collaborations. However, analysts have noted that several organizations that made a strong entrance into using VW as a nouveau channel for communication and collaboration are stepping back due to limited user response. Motivated by this fact, we propose a trust-theoretic ‘virtual world collaboration model’ for collaborations in virtual worlds. The model, grounded in literature on ‘technology adoption’ and ‘trust’, theoretically examines the role of trust in motivating users for using this rich virtual communication medium for collaborations. Results establish the important roles of perceived social presence and perceived structural assurance for fostering user trust in VW. Further, results also indicate that user trust is significantly related to both extrinsic and intrinsic motivations, which in turn influence the behavioural intention to use the VW. Implications for research and practice are discussed

Assessing User Perceptions of Trust and Security in Manipulated Versions of Low Trust and High Trust Tourism Websites

The aim of this study was to investigate how perceptions of security and trust are involved in user evaluations of tourism websites and whether manipulations to heighten or lessen trust features could predict trust perceptions. Seven websites were manipulated to produce low and high trust versions, with the original used as a control version. Four trust manipulations were used based on the literature: level of currency, credibility, craftsmanship and trust logos. Fifty-six participants viewed one version of each website for 6 seconds and submitted an immediate rating of trust for each site. Following this, an 11-item self-report measure was completed for each website, to collect more considered perceptions of trust, appeal, security and usability. Self-perception measures of trust disposition and concern for information privacy were also collected. The analyses showed that the presence or absence of trust features reliably led to higher and lower perceptions of trust respectively. Also, those scoring higher on trust disposition gave higher trust ratings. We conclude that websites can be reliably designed to engender more or less perceived trust, however individual differences need to be considered. This preliminary research is limited by studying just four factors and further research is needed to manipulate other website features

Designing Interfaces with Social Presence: Using Vividness and Extraversion to Create Social Recommendation Agents

Interfaces now employ a variety of media-rich, social, and advanced decision-making components, including recommendation agents (RA) designed to assist users with their tasks. Social presence has been identified as a key consideration in website design to overcome the lack of warmth, social cues, and face-to-face interaction, but few studies have investigated the interface features that may increase social presence. Recent research on RAs has similarly acknowledged social presence as a key factor in the design of online RAs and in building trust in this technology, but there has been limited empirical work on the topic. In this study an experiment was conducted to explore how social technology cues, media capabilities, and individual differences influence social presence and trust in an RA. RA personality (extraversion), vividness (text, voice, and animation), and computer playfulness were found to influence social presence, with social presence serving in a mediating role and increasing user trust in the RA. Vividness also had a moderating effect on the relationship between RA extraversion and social presence such that increased levels of vividness strengthen this relationship

A meta-analysis of online trust : examining main and moderating effects

textThe purpose of this study was (1) to conduct a meta-analysis on the antecedents and consequences of online trust; (2) to test for seven moderating variables involving online trust; and (3) to use the pooled correlation matrix to fit the research model. The data for the meta-analytic procedure involved 120 papers reporting 150 independent studies. Results showed statistically significant relationships involving online trust and its various antecedents (e.g., perceived security) and consequences (e.g., behavioral intention). The relationships were heterogeneous across studies and the variances for the reported effect sizes were partially explained by certain methodological characteristics. The meta-analytic structural equation modeling analysis indicated that online trust mediates the effect of various antecedents on behavioral intention. A discussion of results, implications, limitations, and future research is provided.Informatio

Disposition to trust, interpersonal trust and institutional trust of mobile banking in Malaysia

Mobile banking refers to the use of smart phones or other mobile devices to perform tasks online banking from your home computer, such as monitoring the account balances, transfer of funds between accounts, pay bills and prepaid top-up. Mobile banking is a new strategy for the bank to enhance their latest technology in a new dynamic marketing environment.The low penetration of mobile banking in Malaysia, especially in terms of adoption patterns is becoming the research interest, especially when compared to the total number of cellular telephone subscriptions. The penetration rate of mobile banking in Malaysia is still in the minority.One of the issues identified by a few researchers is the perception of trust. This article will discuss along the trust issue and its constituents and then after the intention to use of mobile banking services. The bank should enhance their strategy to improve and develop new strategy in order to gain more utilization and adoption on intention to use. This article attempts to discuss on the element of trust to benefit the service provider in Malaysia

The Influence of the Audience’s Disposition towards Web Adverts on Product Awareness and Patronage

This study investigates how the audience views online advertisements and the implication of this for the interest and patronage of the products advertised. The upsurge of the use of the Internet in Nigeria has inspired several online businesses. This is not surprising since businesses must move to where the customers are. The increased activities and time spent online by Internet users has also made the virtual space an appealing platform for advertisements. So alluring is the Internet that businesses that are not online also attempt to use web advertisements to pull customers to their physical shops. However, the audience may not be as receptive to these adverts as most businesses may expect. In fact, some Internet users tend to consider web advertisements as nuisances. Therefore, the objectives of this study are to find out the extent of audience’s exposure to web advertisements, audience’s disposition towards the advertisements, and how this disposition influences audience’s attitude towards the product being advertised. The survey design was adopted with a sample size of 279 respondents. Analysis of the data suggests that not only were the respondents exposed to online adverts, they had a positive disposition towards the adverts and that influenced their purchasing decisio

Technology, Humanness, and Trust: Rethinking Trust in Technology

Information systems (IS) research has demonstrated that humans can and do trust technology. The current trust in technology literature employs two different types of trust in technology constructs. Some researchers use human-like trust constructs (e.g., benevolence, integrity, and ability), while other researchers use system-like trust constructs (e.g., helpfulness, reliability, and functionality). Interestingly, past research shows that both sets of measures influence important dependent variables, but the literature does not explain when one type should be used instead of the other type. In this paper, we use trust, social presence, and affordance theories to shed light on this research problem. We report on two studies. In study 1, we argue first that technologies vary in their perceived “humanness”. Second, we argue that, because users perceive two technologies to differ in humanness, they will develop trust in each technology differently (i.e., along more human-like criteria or more system-like criteria). We study two technologies that vary in humanness to explore these differences theoretically and empirically. We demonstrate that, when the trust construct used aligns well with how human the technology is, it produces stronger effects on selected outcome variables than does a misaligned trust construct. In study 2, we assess whether these technologies differ in humanness based on social presence, social affordances, and affordances for sociality. We find that these factors do distinguish whether technology is more human-like or system-like. We provide implications for trust-in-technology research