Predicting uptake of online customer service through mobile instant messaging applications : the effects of social presence on behaviour intention

Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Marketing Research e CRMOnline shopping is rapidly increasing, creating new opportunities and challenges in the highly-competitive services market. In this context, companies are trying to come with new ways of connecting, as consumers seek easier and faster ways of interacting. This study employs the unified theory of acceptance and use of technology 2 (UTAUT2) as the theoretical paradigm and extends it, to explore the key factors influencing the uptake of mobile instant messaging applications in online customer service, by introducing social presence as a crucial construct. The data was collected from an online questionnaire conducted to 222 Portuguese mobile instant messenger’s users. Structural equation modelling (SEM) was used to verify and validate the research model. The results showed that performance expectancy represents the greatest influence on users’ intention to engage in online customer service through mobile instant messaging. In addition, social presence was found to directly impact behavioural intention and indirectly, through the mediation of performance expectancy and habit. This study fills the gap in the literature, where little attention has been devoted to examining the use of mobile instant messaging applications by organizations for online customer service. The findings will help practitioners make appropriate strategies for this new channel

Understanding the Effect of Tie Strength on Continuance Intention of Second-Generation Mobile Instant Messaging Services

Facilitated by the widespread adoption of smartphones, applications (apps) on smartphones such as WeChat and WhatsApp have seen rapid and explosive growth. These apps are generally referred to as second-generation mobile instant messaging (SMIM) services. Unlike first-generation mobile instant messaging (FMIM) services (e.g. Short Message Service), SMIM services typically support multimedia contents and are embedded within social networks, which may have a bearing on the post-adoption behaviour of users in particular. However, prior studies on the post-adoption usage of SMIM services have a limited understanding of the effects of social network. Network tie strength, as a configuration of social network, has an important impact on users in SMIM services. In order to explore the effects of social network on users’ continued usage intention in SMIM services, we propose and empirically test an integrated model by identifying the antecedents such as tie strength, satisfaction, and perceived critical mass. This study contributes to existing IS post-adoption literature by understanding and capturing the role of social network (i.e. tie strength) in SMIM services. Implications for theory and practice are discussed

Applying an Extended Task-Technology Fit for Establishing Determinants of Mobile Learning: An Instant Messaging Initiative

The high proliferation of mobile instant messaging (MIM) among university students creates opportunities for a new wave of mobile learning. However, correlational methods for assessing factors that influence student performance impacts on MIM platforms for learning are blurry. The task-technology fit theory has been widely used in the past in predicting performance impacts of users after using new technology. Despite the momentum gained by this framework in the information systems community, it lacks focus on user characteristics. The purpose of this study is to develop an extended model for task-technology fit through an integration of individual antecedent characteristics. Data were collected from 223 participants using a survey questionnaire. The analysis was performed using the partial least squares approach to structural equation modelling. The findings of the study confirmed the original task-technology fit hypotheses considered in this study. Study findings associated with individual antecedent characteristics indicate that perceived ease of use and perceived usefulness of the academic use of the MIM positively influence task-technology fit, while social influence was found to have no significant bearing on task-technology fit

Continuance Intention on Mobile Social Networking Service: Examine the Effects of Habit and Gratifications

By integrating the uses and gratifications theory and habit theory, this study develops a theoretical model to explore factors affecting continuance intention of mobile social networking service. 218 valid data were collected in China. The empirical results show that, cognitive need and affective need have significant impacts on continuance intention. In addition, habit is significantly determined by affective need, tension-release need and prior use, which further significantly influences continuance intention

Investigating the effect of media synchronicity in professional use of video conferencing applications

Thomas, M. A., Sandhu, R. K., Oliveira, A., & Oliveira, T. (2023). Investigating the effect of media synchronicity in professional use of video conferencing applications. Internet Research. https://doi.org/10.1108/INTR-12-2021-0887---Funding: This work was supported by national funds through FCT (Fundação para a Ciência e a Tecnologia) under the project - UIDB/04152/2020 - Centro de Investigação em Gestão de Informação (MagIC).Abstract Purpose This research aims to gain a holistic understanding of how video conferencing (VC) apps' media characteristics influence individuals' perceptions of VC apps and, ultimately, their use and continued use in professional settings. Design/methodology/approach A conceptual research model is developed by integrating constructs from media synchronicity theory (MST), social presence theory and the unified theory of acceptance and use of technology (UTAUT2) model, as well as ubiquity, technicality and perceived fees. Structural equation modeling (SEM) is used to empirically test the conceptual model using data collected from 252 working professionals from the European Union. Findings The results reveal that while performance expectancy (PE) and facilitating conditions (FC) are fundamental to VC app use, these factors alone do not explain the use and continuing use of VC apps in the professional context. Media characteristics that include synchronicity, social presence, and ubiquity are equally crucial to professionals using VC apps. It also confirms the moderating effect of convergence on the relationship between synchronicity and PE and the moderating effect of technicality and perceived fees on the relationship between ubiquity and FC. Originality/value For researchers, the study offers insights into the extent to which technological and socially derived characteristics of VC apps influence the routine tasks undertaken by professionals in virtual work settings. For practitioners, recommendations pivotal to the use of VC apps are presented to promote higher acceptance and improved well-being of the professional workforce.authorsversionepub_ahead_of_prin

Investigating the Role of Network Exteranlities and Perceived Value in User Loyalty Toward a SNS Site: Integrating Network Externalities and VTSL Model

As the number of SNSs increases, it is challenging for SNS providers to obtain and retain user loyalty toward a SNS site. By integrating both network externalities theory and VTSL (Value-Trust-Satisfaction-Loyalty) model, we propose a research model to investigate how perceived value derived from network externalities affects trust in SNS site and user satisfaction, which further lead to user loyalty. Data analysis was conducted using a total of 267 responses. The results show that perceived network size and perceived complementarity exert significant effect on functional, emotional, and social value. It is also shown that functional and social value influence positively on trust in SNS site, but emotional value is not related to trust. Functional and emotional value are found to be significant determinants of user satisfaction, however social value is not related to user satisfaction. User satisfaction is found to be a strong determinant of user loyalty. Given the findings, SNS providers need to increase network size and accommodate complementary services, applications, and supporting tools to obtain and retain user loyalty

The impact of chatbot technology attributes on customer experience : an example in telecom

The implementation of Artificial Intelligence technologies by companies is changing the nature of interactions with customers and it is seen as a business opportunity. The automation of repetitive and ordinary work is now possible, resulting in an increase of the productivity, creativity, and efficiency of organizations. However, there should be a preoccupation to understand the importance of the customer experience with the introduction of these innovations, not only because people react differently to technology, but also to ensure the overall brand impact is positive. The aim of this study is to investigate the chatbot perceived attributes impact in customer experience, by analyzing the effects of human-like design cues and customer satisfaction on this relationship, in the scope of telecommunications industry. In order to accomplish these goals, a cross-sectional online questionnaire was conducted. Findings from the quantitative data analysis indicated that both perceived technology attributes studied, Ease of Use and Usefulness, impact positively the customer experience. Overall, the effect of the chatbot attributes on the experience is mediated by the customer’s satisfaction with the chatbot and has no different effects depending on the presence of human-like design cues in the chatbot.A implementação de tecnologias de inteligência artificial por parte das empresas está a mudar a natureza das interações com os seus clientes e é vista como oportunidade de negócio. A automação de trabalho repetitivo e rotineiro é agora possível, resultando num aumento de produtividade, criatividade e eficiência por parte das organizações. Contudo, deve haver uma preocupação para perceber a importância da experiência do cliente com a introdução destas inovações, não só pelo facto das pessoas responderem de forma diferente à tecnologia, mas também para garantir que a marca sofre um impacto positivo geral. O objetivo deste estudo é investigar o impacto dos atributos tecnológicos percebidos de um chatbot na experiência do cliente, analisando o efeito dos sinais humanos no design e a satisfação do cliente nesta relação, no âmbito da indústria das telecomunicações. Para tal, um questionário transversal foi aplicado. Os resultados da análise de dados quantitativos indicam que os dois atributos tecnológicos estudados, Facilidade de Uso e Utilidade, impactam positivamente a experiência. De modo geral, o efeito dos atributos do chatbot na experiência é mediado pela satisfação do consumidor com o chatbot e não tem efeitos diferentes dependendo da presença de sinais humanos no design do mesmo

Investigating User Satisfaction: An Adaptation of IS Success Model for Short-term Use

Research investigating the acceptance of information systems mostly focuses on systems designed for long-term use, rather than one-time or short-term use. However, short-term use systems are part of the health information technology portfolio. We propose a theoretical model inspired by the D&M IS Success Model to investigate user satisfaction, as a measure of acceptance, with a web-based decision aid designed for short-term decision-making. We hypothesize that media richness affects perceived usefulness, perceived ease of use, learnability, information quality, perceived social presence, and trust, which eventually affect user satisfaction. We propose a mixed method to test hypotheses using eye-tracking, surveys, and interviews. As a pilot qualitative study (N=8), the survey outcomes indicated that constructs performed well (mean 7-point Likert scores >= 5.15 and mean system usability scale = 75). The eye-tracking and interview results showed that participants prefer multimedia, and pictures and visual designs drew their attention to the decision aid website

Virtual Collaboration with Mobile Social Media in Multiple-Organization Projects

This study investigates the use of mobile social media as emerging collaboration tools by virtual teams. Based on the construal level theory, it develops a research model hypothesizes that collaboration tool effectiveness influence contextual performance and task performance through the mediation of procedure agreeability. In addition, geographic dispersion, team size and project duration serve as moderators as they reflect virtual collaboration complexity. Empirical findings support most hypothesized relationships. Theoretical and practical implications are discussed