Intention to use mobile customer relationship management systems

© Emerald Group Publishing Limited. Purpose - The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-to-day activities. Design/methodology/approach - An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is developed and tested with data from 105 international sales managers representing five B2B companies. Findings - The study extends the TAM framework with three additional constructs derived from mobile technology and sales force automation literature, namely personal innovativeness in the domain of IT, perceived risk, and perceived reachability. The model demonstrates that personal innovativeness and perceived reachability have significant effects on the TAM framework. Research limitations/implications - The relatively small sample size limits the generalization of the results. Practical implications - Sales managers' intention to adopt mobile CRM can be explained by the extended TAM framework. Understanding the key factors that influence intention to adopt a mobile CRM system will aid companies in implementing it among their sales force. Companies willing to foster adoption of a mobile CRM system among the sales force could focus on communicating the usefulness of using the system and benefits gained from enhanced reachability. Recruiting sales people with strong personal innovativeness is beneficial. Originality/value - This study responds the calls for studies on mobile platforms and on the use of mobile B2B applications in sales force management. It is among the first attempts to incorporate variables derived from mobile technology acceptance literature among the sales force into the TAM framework, to better explain acceptance of mobile CRM systems

Does Mobile Payment Technology Mnet Attract Potential Consumers? The Case of Kuwait

Drawing on the technology acceptance model, gratification research and theory of reasoned action, this study examines the factors and barriers to the adoption of mobile payment – Mnet technology- through the moderation effect of gender and experience. Of the two research methods employed, the first is a quantitative field study of students. The instrument measures the impact of six variables (social norm, enjoyment, ease of use, usefulness, trust and privacy) on the intention to use Mnet. Using regression analysis on a sample of 175 respondents, findings show that gender and experience are two important factors on Mnet acceptance. The study reveals that intention to use is perceived usefulness and enjoyment driven for experienced and inexperienced male users, while it is enjoyment driven for female users. Perceived trust affect intention to use Mnet, regardless of users\u27 experience, perceived trust affects intention to use Mnet only of female users, and social norm and privacy play the weakest effect on intention to use Mnet. The second method is a qualitative analysis of respondents\u27 free format comments. These findings reinforce the quantitative findings and highlight additional encouraging and discouraging factors to the Mnet acceptance that still need to be studied

FACTORS INFLUENCING THE INTENTION TO USE MOBILE MONEY: A STUDY IN BUSINESSES IN HANOI, VIETNAM

Abstract The government's and people's expectations for the successful implementation of this activity are significant, but the scientific basis for its implementation remains limited. This study, the first of its kind in Vietnam since the aforementioned decision, aims to clarify the factors influencing consumer usage of Mobile Money, focusing on businesses in Hanoi, Vietnam. Mobile Money, a form of mobile wallet not linked to bank accounts, represents a new transaction method in Vietnam, catering to consumers' reduced use of cash. This research examines the factors affecting the intention to use Mobile Money among employees of businesses in Hanoi. To achieve this goal, the author relies on the Theory of Reasoned Action (TRA), the Theory of Planned Behavior (TPB), the Technology Acceptance Model (TAM), and risk perception variables to design the research model. With a sample of 479 employees who intend to use Mobile Money, hypotheses are tested using a multivariate regression model through quantitative analysis with IBM SPSS Statistics 20.0. The research results identify five factors that positively influence the intention to use Mobile Money: Perceived Ease of Use, Trust, Security and Privacy, Social Influence, and COVID-19 Risk Perception. The factor of Perceived Usefulness does not have a significant impact in this case. Particularly, heightened risk perception regarding COVID-19 or social instability leads to an increased intention to use Mobile Money. This study provides guidance to Mobile Money service providers on how to enhance users' intention to use their services. Additionally, it underscores how factors related to diseases or societal instability can alter or even disrupt initial intention or behavior models

Factors influencing the intention to adopt NFC mobile payments – A South African perspective

Near-field communication (NFC) is an emerging technology that is receiving global attention. NFC mobile payments are being deployed by many hardware vendors, technology companies and financial institutions. Their aim is to facilitate the use of mobile phones as a contactless payment device. A problem is the uncertainty around consumer adoption of this emerging technology. In this study we examined several factors from prior mobile payment studies, as antecedents of the intention to adopt NFC mobile payments. We present results from an online survey of 331 respondents, testing our proposed research model. Using the PLS approach to structural equation modeling (SEM) we find that security and trust concerns play a significant role in influencing perceived risk. Social influence and ease of use have a significant positive effect on perceived value. We find that perceived value is the only significant factor influencing the intention to adopt. Our findings support previous studies in the mobile payments domain. Our model can be of practical value in deciding where to invest resources in the marketing and deployment of such technologies

Factors encouraging and hindering a wider acceptance and more frequent utilization of mobile payment systems: an empirical study among mobile phone subscribers in Turkey

Purpose- This research deals with determining the factors that affect adoption of mobile payment technology among consumers, in Turkey. It seeks to find any patterns and connections that may be of aid in framing an implementation strategy for facilitating further adoption. It has gathered different definitions of “mobile payment” in literature and used a consumer side definition. Methodology- A survey is conducted among mobile phone subscribers in Istanbul, Turkey for primary data collection phase of this research. Istanbul is the city that holds the biggest population and has the highest amount of mobile phone subscribers in the country. Istanbul’s current population is more than 15.6million and mobile phone subscriptions are more than 22million as of 2019. Survey responses have been analysed with structural equation modelling and results are presented in the corresponding sections. Findings- Empirical findings of the research show that factors such as usefulness, security, social influence, ease of use, enjoyment and innovativeness have positive effects on use of mobile payments among consumers. Factors such as attractiveness of alternatives and new technology anxiety have negative effects on use of mobile payments. Conclusion- This research has shown that mobile payments are a potential mainstream trend for the near future. Several benefits of the mobile payment value chain for both technology providers and the consumers have been identified. Other findings of this research can be stated as the challenges which the stakeholders are experiencing while trying to extend mobile payment technologies to a wider consumer base. Therefore, the results and the variables can be used by service providers who want to launch new mobile payment solutions for similar markets and they can take actions for getting more efficient results accordingly.Publisher's Versio

Information Technology Applications in Hospitality and Tourism: A Review of Publications from 2005 to 2007

The tourism and hospitality industries have widely adopted information technology (IT) to reduce costs, enhance operational efficiency, and most importantly to improve service quality and customer experience. This article offers a comprehensive review of articles that were published in 57 tourism and hospitality research journals from 2005 to 2007. Grouping the findings into the categories of consumers, technologies, and suppliers, the article sheds light on the evolution of IT applications in the tourism and hospitality industries. The article demonstrates that IT is increasingly becoming critical for the competitive operations of the tourism and hospitality organizations as well as for managing the distribution and marketing of organizations on a global scale

From Lord Coke to Internet Privacy: The Past, Present, and Future of Electronic Contracting

Contract law is applied countless times every day, in every manner of transaction large or small. Rarely are those transactions reflected in an agreement produced by a lawyer; quite the contrary, almost all contracts are concluded by persons with no legal training and often by persons who do not have a great deal of education. In recent years, moreover, technological advances have provided novel methods of creating contracts. Those facts present practitioners of contract law with an interesting conundrum: The law must be sensible and stable if parties are to have confidence in the security of their arrangements; but contract law also must be able to handle changing social and economic circumstances, changes that occur at an ever-increasing speed. Contract law, originally designed to handle agreements reached by persons familiar with one another, evolved over time to solve the problems posed by contract formation that was done at a distance — that is, contract law had developed to handle first paper, then telegraphic, and finally telephonic communications. It has handled those changes very well. In the 1990s, however, things began to change. The rise in computer use by individuals coupled with the advent of the World Wide Web gave rise to two parallel developments, both of which challenged the law of contract formation. Increased computer use created a demand for software programs designed for the consumer market, and those programs were commonly transferred to users by way of standard-form licenses that were packaged with the software and thus unavailable before the consumer paid for the software. Also, parties in large numbers began to use electronic means — the computer — to enter into bargained-for relationships. The turn of the millennium brought two electronic contracting statutes, the Electronic Signatures in Global and National Commerce Act (“E-Sign”) and the Uniform Electronic Transactions Act (“UETA”), which removed any doubts that contracts entered into electronically could satisfy the Statute of Frauds. Encouraged by the certainty given by those statutes, internet businesses started offering contract terms on their websites, asking customers to consent to terms by clicking an icon, or by not seeking express assent at all by presenting terms of use by hyperlink. The ease of presenting terms comprised of thousands of words by an internet hyperlink makes it easy for a vendor in its terms of use and terms of service to ask us to give up privacy rights and intellectual property rights. Modern communications technologies therefore make it easier for parties to engage in risky transactions. Nevertheless, we believe that, with few exceptions, the common law of contracts is sufficiently malleable to address the problems arising out of that behavior and where it is not, regulation of contract terms is appropriate. This Article examines those developments

A UNIFIED RISK-BENEFIT ANALYSIS FRAMEWORK FOR INVESTIGATING MOBILE PAYMENT ADOPTION

The paper proposes a unified risk-benefit analysis framework for investigating consumers’ adoption of mobile payment technology. Based on perceived risk theory and risk-benefit analysis literature, the proposed framework integrates three variables—perceived risk, perceived benefit and perceived value, to predict consumers’ intention to use mobile payment. All the proposed hypotheses are well supported based on an empirical validation of 336 useful survey samples. The results show that consumers consider both the beneficial and risky aspects of using mobile payment to evaluate the overall desirability (perceived value) of adoption decision. Further, perceived value, together with perceived risk and benefit directly affects consumers’ intention to adopt the technology. Financial risk is found to be the key resource of the risks of using mobile payment. Both theoretical and practical implications are discussed