Linking value, confirmation and satisfaction to predict behavioural intention : examining alternative models in a service environment

University of Technology, Sydney. UTS Business School.The rapid advancement of the services sector has recently led to significant changes in the global economic structure. Consequently, academic researchers and service practitioners are focusing on better delivery of consumer value and increasing consumers’ purchase intentions. Unfortunately, services marketing and consumer behaviour literature has been restricted to models for replication or model development rather than alternate model comparison. To fill this gap, this study has examined three alternate models in a service environment to advance the knowledge of behavioural intention determinants from the consumer perspective. This study proposes value-based features and an expectancy–confirmation theoretical framework in a model which it compares with two prior classic models. Unlike most prior studies, this study reconceptualizes the perceived value construct from the multi-dimensional perspective for its proposed model. The Best–Worst Scaling (BWS) method is applied to measure this construct filling existing knowledge’s methodological deficiency. Due to the importance of tangible and intangible features in the restaurant environment, the Australian restaurant services sector has been considered an ideal research setting for exploring inherent utilitarian and hedonic value dimensions. For data collection, this study used a web-based survey by an online research organization, and structural equation modelling (SEM) with AMOS software was chosen as the major data analysis tool. The empirical findings confirmed Alternate Model 2 as a better model in predicting consumers’ behavioural intention and found increased acceptability of this model, originally tested in information systems, in services marketing and consumer behaviour literature. An unexpected result concerned the ipsative data problem (a common score for all individuals) of the BWS method resulting in a poorer model fit for the proposed model; however, this study’s methodological contribution involved exploring the BWS method’s hidden data problem. This study also explored the importance of situational impacts on consumer behaviour in model testing. Finally, due to the proposed model’s poorer fit, hierarchical cluster analysis was run on the personal values and perceived value constructs (important constructs of the proposed model): results confirmed that consumers can be segmented based on their personality measures and value preferences. Moreover, multi-group analysis using different clusters explored the significance of developing path-by-path hypotheses in future across different consumers. Despite its limitations, the findings of the study are expected to have substantial implications for academics/researchers and practitioners in service-providing firms: specifically, this study may conceivably produce an agenda for industry-specific improvements in restaurant performance

Developing information architecture through records management classification techniques

Purpose – This work aims to draw attention to information retrieval philosophies and techniques allied to the records management profession, advocating a wider professional consideration of a functional approach to information management, in this instance in the development of information architecture. Design/methodology/approach – The paper draws from a hypothesis originally presented by the author that advocated a viewpoint whereby the application of records management techniques, traditionally applied to develop business classification schemes, was offered as an additional solution to organising information resources and services (within a university intranet), where earlier approaches, notably subject- and administrative-based arrangements, were found to be lacking. The hypothesis was tested via work-based action learning and is presented here as an extended case study. The paper also draws on evidence submitted to the Joint Information Systems Committee in support of the Abertay University's application for consideration for the JISC award for innovation in records and information management. Findings – The original hypothesis has been tested in the workplace. Information retrieval techniques, allied to records management (functional classification), were the main influence in the development of pre- and post-coordinate information retrieval systems to support a wider information architecture, where the subject approach was found to be lacking. Their use within the workplace has since been extended. Originality/value – The paper advocates that the development of information retrieval as a discipline should include a wider consideration of functional classification, as this alternative to the subject approach is largely ignored in mainstream IR works

Quality modeling in electronic healthcare: a study of mHealth Service

Information and communication technologies (ICTs) have the potential to radically transform health services in developing countries. Among various ICT driven health platforms, mobile health is the most promising one because of its widespread penetration and cost effective services. This paper aims to examine Quality Modeling in Electronic Healthcare by using PLS based SEM

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

Exploring the eco-attitudes and buying behaviour of Facebook users

Eco-friendly consumers’ attitudes are becoming increasingly frequent, recent research indicating that pro-environmental purchase behaviour not only lower costs on the long term, but also enhance business stakeholders’ and consumers’ confidence in high added value products and services. This paper undertakes an interdisciplinary research on how social media (i.e. Facebook) can influence users’ perceptions and buying behaviour related to five categories of ecological products and services (eco-food, eco-tourism, eco-housing, eco-textiles and eco-beauty & cosmetics). This research investigates how ecological products and services could gain popularity and overpass the identified purchasing barriers (e.g. high prices, low awareness, low availability) via superior integration in consumers’ daily experiences with Facebook. The research findings indicate that Facebook represents an effective and innovative environment that could build the necessary links between green attitudes and consumers’ hearts and minds

A theoretical model for the application of Web 2.0 in e-Government

Government organisations in many countries have started embracing modern technologies such as second generation web (Web 2.0) in an attempt to maximize on the benefits of these technologies as well as keeping up with the current trend. Nevertheless, the advancement and the adoption of these of technologies is in its initial stages in the public sector. Therefore, the research problem is that the literature surrounding the application of Web 2.0 is still highly tentative and exploratory. In particular, there is a lack of research exploring the application of Web 2.0 technologies in the context of local e-Government. This study aims to address this research problem by presenting a comprehensive decision-making tool to aid the effective application of Web 2.0 technologies amongst local government authorities (LGAs). In doing so, resulting in the development of a theoretical model that is underpinned by information systems evaluation criteria and impact factors of Web 2.0 from an internal organizational perspective. By addressing the research problem, this study will make a significant contribution to the normative literature by providing new insights of Web 2.0 technologies within the public sector. This will be of specific relevance to scholars, policy makers, LGAs and practitioners who are interested in the adoption of Web 2.0 technologies in an e-Government context. This paper presents the proposed theoretical model and is largely devoted to an explanation on the development of the model

Importance-performance analysis of retail website service quality

This study intends to empirically explore the customer’s perceived ranking of the importance of a range of on-line services, and their perceptions of the retailers’ performance in delivering these services. An online questionnaire survey has been conducted to gather the data from respondents. The data was analysed using Importance-Performance Analysis (IPA). The findings suggest areas of e-service quality where retailers could improve, based on the customers’ perceptions of the retailers’ performance against the importance of some e-service quality features and/or services on offer. Consequently, this study highlights that retailers should take active steps to understand their customers’ requirements, before developing an online customer services strategy. From a practical perspective, retailers could also apply the questionnaire developed for this study to canvas the opinions of customers, to help identify areas in which their performance needs to be improved