Modelling e-commerce customer reactions. Exploring online shopping carnivals in China

This research investigates customer reactions by exploring satisfaction(SAT), complaints(CC) and loyalty(CL) in an online shopping carnival(OSC) context in China. Expanding the American Customer Satisfaction Index(ACSI) model by including e-commerce corporate image(ECCI) next to customer expectations(CE), perceived quality(PQ), perceived value(PV), SAT was determined, while CC and CL were estimated based on SAT. For estimating CL, ECCI was added. 300 valid questionnaires were collected from Chinese shoppers with OSC experience. The research hypotheses were tested through Confirmatory Factor Analysis and Structural Equation Modelling. The results prompt five key paths influencing SAT and CL. No significant impact on and of CC was identified. ECCI significantly impacted on CC, SAT and CL. This study provides in the context of OSCs a new research perspective of customer reactions, centred on satisfaction, emphasising the role of image on expectations, satisfaction and loyalty, and incorporating customer complaints to quantify negative aspects of shopping experience in determining customer loyalty. E-commerce companies should deliver unforgettable customer experience through building a long-lasting image, offering consistent quality and delivering clearly-delineated value, as antecedents of satisfaction and loyalty. The model can be further expanded by exploring the consequences of customer loyalty on potential buying behaviour, focusing on purchasing intention and recommendations

An Empirical Analysis of Consumer Impulse Purchases

In China, shopping festivals such as T-mall Double Eleven, Double Twelve, and JD 618 are the best times for merchants to sell their products. In this paper, to help sellers in shopping festivals, we do an empirical study to identify the main factors that stimulate consumers to make impulsive purchases. Our research results show: (1) logistics services, product praise rate, and product sales volume indirectly affect impulse buying through perceived value as an intermediary; (2) source reliability, pre-sales service, and after-sales service indirectly affect impulse purchase through perceived risk as an intermediary; and (3) commodity prices and product discounts directly affect impulse purchase

Eagle-eye on Identities in the digital world

The concept of Identity, its representation and the definition of its attributes see essential changes in its translation into the digital world. The elements involved in the process of identification and authentication, attributes and identifiers, are created into a virtual world where physicality vanish and elements of trust evolve, challenging the digital citizens. How the digital world influences the construction of our Identity, of our Trust is essential question to be considered. This report provides an eagle-eye view on the concept and implications of Digital Identities. After an introduction situating the concept of Identity, the report clarifies its contemporary meaning and proposes a definition of reference. In a second time, the authors examine the consequences of the translation of the concept of Identity into the digital, internet-connected world. They analyse then the particularities and consequences of this translation which allow them to situate and define the concept of Digital Identities. Finally, they conclude by the challenges that Digital Identity poses to the digital citizen in the attempt to manage and protect its attributes with the advent of Internet of Things and Blockchain technology. An account by Henning Eichinger of the artistic process of the Skypelab project, searching the evolution on Portraits and Identity in the Digital world since 2012 prefaces this report and provides a complementary perspective on the subject.JRC.E.3-Cyber and Digital Citizens' Securit

Mobile consumer behaviour on apps usage: The effects of perceived values, rating, and cost

The rapid development of technology and the use of smartphones and mobile applications (apps) have become significant and influential in today’s living. Despite the growing amount of research on mobile app usage, little is known on the role they play in shaping the behaviour of the mobile consumer. By deploying the framework, this study revises Sheth’s fundamental propositions of consumption values. While the fit of values has been recognised by many behavioural studies, insight into the theoretical interface in the mobile communication studies remains unsubstantiated. Therefore, this study explores the perceived consumption values on mobile apps behaviour and investigates the role of the rating of the apps and cost in influencing the behaviour. A total of 392 questionnaires were collected through an online survey with 9 hypotheses examined. The analysis of the structural equation modelling determined a final model with four significant factors (functional, social, emotional, and conditional values). It confirmed that the usage is influenced by the apps rating and cost towards a certain degree. This study indicates the potential significance variables in mobile consumer literature and sheds light on mobile communication marketing in the area of apps marketing, specifically in designing an effective user-experience (UX) apps for mobile consumers

The Influence of Social Media on Business & Communication

Research using primarily academic sources has been conducted regarding the power of social media and its positive and negative effects on businesses, consumers, and public relations firms. The practical benefits of social media can shape the future of public relations. It has been found and recommended that firms\u27 increased use of social media leads to increased sales, revenue, and consumer engagement. This paper aims to see the effect of social media on the future of the business environment, communications, and public relations. Social media is essential in enhancing and transforming its impact on businesses, consumers, and the communication, marketing, and advertising industries, which was only possible after its inception. Interaction, accessibility, and engagement are key factors shaping the proper use of social media platforms for businesses and consumers. The opposite side shows the adverse effects on consumers, such as low self-esteem, privacy concerns, depression, FOMO, and other detrimental effects on one\u27s physical and mental health and overall well-being. Businesses are also impacted by bad reviews or inappropriate advertising, comments, or actions on their part that contributes to blacklisting or what is commonly known as the cancel culture side of social media. Businesses and consumers use various platforms for travel, work, news, entertainment, food, music, streaming services, and more to navigate their busy daily lives. Social media platforms do not end here but will continue evolving, and technologically enhancing their power and massive impact on users\u27 lives must be acknowledged as essential

Precio no monetario percibido en alojamientos e-peer-to-peer. La perspectiva de los huéspedes de Airbnb

[EN] Price is considered as a key variable in predicting buying behavior. However, few studies have focused on how non-monetary price is affected and can affect other components of the consumer endogenous variables. This paper seeks (1) to analyze the effects of antecedents of behavioural price (past experience, the benefits and risks of peer to peer accommodation services) on the guest perceived price, and (2) to determine the effect of this price and past experience on guest intentions. With a sample of 136 Airbnb guests and the use of SEM, results show that past experience, financial risk, and time risk influence the non-monetary perceived price. This price and past experience affect guest intentions. This paper tries to bridge certain gaps detected in the literature: (1) we propose to extend the two main factors underlined, considering non-monetary costs, (2) this paper focuses on peer consumers because there is a lack of specification in previous studies due to authors have not differentiated users into host or guest when they analyse intentions, (3) previous literature has research in Airbnb prices but not in the factors that affect price, not in behavioural price strategies, and (4) much of the work to date has been qualitative in nature, whereas this study takes a quantitative approach.[ES] El precio se considera una variable clave a la hora de determinar el comportamiento de compra. Sin embargo, pocos estudios se han centrado en investigar cómo el precio no monetario se ve afectado y puede afectar otras variables endógenas del consumidor. Así, este trabajo persigue (1) analizar los antecedentes en el precio comportamental (experiencia previa, beneficios y riesgos de los servicios de alojamiento peer-to-peer), y (2) determinar el efecto de este precio no monetario y de la experiencia pasada en las intenciones del huésped. Con una muestra de 136 huéspedes de Airbnb y el uso de modelos de ecuaciones estructurales, los resultados muestran que la experiencia pasada, el riesgo financiero y el riesgo de tiempo influyen en el precio no monetario percibido. Este precio y la experiencia pasada influyen en las intenciones de los huéspedes. Así, a través de este manuscrito, se persiguen cubrir ciertos gaps detectados en la literatura: (1) proponemos ampliar los dos factores principales subrayados, considerando los precios no monetarios, (2) este trabajo se centra en los huéspedes debido a que estudios previos no han diferenciado entre anfitriones o huéspedes al analizar las intenciones, (3) si bien algunos trabajos previos han investigado sobre los precios de Airbnb, no han analizado los factores que los afectan, ni las estrategias de precios no monetarios, y (4) gran parte del trabajo, hasta la fecha, ha sido de naturaleza cualitativa, mientras que este estudio adopta un enfoque cuantitativo

Culture and disaster risk management - citizens’ reactions and opinions during Citizen Summit in Utrecht, Netherlands

The analyses and results in this document are based on the data collected during the sixth Citizen Summit held in Utrecht, the Netherlands on May 12th, 2018. Like the previous five Citizen Summits held in Romania, Malta, Italy, Germany, and Portugal, this Citizen Summit was designed as a one-day event combining public information with feedback gathering through different methods of data collection. In the morning session, the event started with a presentation of the CARISMAND project and its main goals and concepts, and the planned CARISMAND Toolkit functionalities. Then, overall 27 questions with pre-defined answer options were posed to the audience and responses collected via an audience response system. As in the previous Citizen Summits, all questions in this part of the event aimed to explore citizens’ attitudes, perceptions, and intended behaviours related to disaster risks. Comparing and contrasting the respective results of all six Citizen Summits in the final synthesised analysis (Deliverable D5.9) will aim to provide additional insight into cultural factors that may affect disaster-related preparedness and response. Between these questions, additional presentations were held that informed the audience about state-of-the-art disaster preparedness and response topics (e.g., large-scale disaster scenario exercises, use of social media, and mobile phone apps). Furthermore, this last round of Citizen Summits was organised and specifically designed to discuss and collect feedback on recommendations for citizens, which have all been formulated on the basis of Work Packages 2-10 results and in coordination with the Work Package 11 brief. These Toolkit recommendations are envisaged to form one of the core elements of the Work Package 9 CARISMAND Toolkit. Additionally, following the cyclical design of CARISMAND events (and wherever meaningful and possible), they “mirror” the respective recommendations for practitioners, which were discussed in the last (third) CARISMAND Stakeholder Assembly held in Lisbon in February 2018, and they are structured in two, main “sets”: A. Developing a personal “culture of preparedness” B. Taking part in disaster preparedness and response activities. These two sets of recommendations were also presented in detail during the morning session to the participating citizens. In the afternoon session, small moderated group discussions of approximately 2 hours’ duration were held, which aimed to gather the citizens’ direct feedback on the two sets of Toolkit recommendations presented in the morning, following a detailed discussion guideline. For a detailed overview of all questions asked and topics discussed, please see Appendix A. Overall, 89 citizens participated in the Netherlands’ event. The total sample shows a relatively even gender and age distribution, which is unsurprising given the target quotas that were requested from the recruiting local market research agency. The lower number of senior citizens aged 65 and above was expected and reflects mobility issues. Participants were asked about three key aspects of experience of disasters and disaster risk perception that could potentially have an impact on how other questions were answered. Almost three out of five respondents (58.1%) indicated that they, or a close friend or family member, have experienced a disaster, whereas only one out of five (20.7%) felt that they are currently living in an area that is specifically prone to disasters, but 44.2% answered that they know other people in the area where they live who they think are particularly vulnerable or exposed to disasters. Slight gender- and age-related differences in the responses to these questions were found to be not statistically significant (p>=.05). The rest of this report is structured in five main sections: After this introduction, the second section will provide an overview of the different methods applied. The third section, based on the quantitative data collected via the audience response system, presents the results from questions on general disaster risk perceptions, disaster preparedness, and behaviours in disaster situations with a particular focus on the use of mobile phone apps and social media. In the fourth section, based on the qualitative data collected in the ten discussion groups, the analyses will provide detailed insight into the participants’ feedback on the two sets of recommendations for citizens presented in the morning session. The final section compares and contrasts the results from sections 3 and 4, draws conclusions, and presents proposed changes and amendments to the Work Package 9 Toolkit recommendations based on the participating citizens’ suggestions.The project was co-funded by the European Commission within the Horizon2020 Programme (2014-2020).peer-reviewe

Loyalty of m-wallet user from a service-dominant logic perspective

This study aimed to examine the effect of customer perceived value on the loyalty of mobile wallet (m-wallet) users. Payment using mobile wallet offers several benefits for consumer in terms of functional, social, and economic value. Meanwhile, Service-Dominant Logic was used to explain consumer’s experience in utilizing mobile wallet for payment. Furthermore, a quantitativeapproach with questionnaire was used for data collection, and a total of 325 users participated as the respondents. A purposivesampling technique was used to determine the sample criteria i.e. active m-wallet users with a minimum usage of 1 year. The result showed that all the hypotheses are supported. This indicated that customer perceived value consist of functional, economic, and social value, which have positive and significant impact on satisfaction that leads to customer loyalty. Meanwhile, satisfactionis the most salient predictor of customer loyalty. Therefore, financial technology provider needs to pay more attention to customer perceived value, especially in terms of functional, economic and social aspect

A mediation–moderation framework of consumers’ intention to participate in crowdfunding

The purpose of this paper is to examine the role of perceived risk and shopping frequency as a mediator and a moderator in supporting a reward-based crowdfunding (CF) project by potential backers. A research framework is developed based on consumer decision-making styles and literature studies. A total of 218 valid responses are collected from offline shoppers through an online questionnaire to examine their perceptions and motivation to participate in a CF project on Indiegogo, one of the largest reward-based CF platforms. Descriptive statistics and Hayes’ PROCESS macro are used to analyze data. The results reveal five decision-making styles of Thai offline shoppers. When combining these styles, they significantly directly increase the tentative of offline shoppers to support a CF project, but indirectly decrease their backing intention through perceived risk. Past behavior in terms of respondents’ offline shopping behavior insignificantly moderate the relationships between consumer style inventory (CSI) and perceived risk, perceived risk and intention, and CSI and intention, but significantly help to lower their perceived risk. The results guide project owners in reward-based CF platforms in drawing attention from future backers, expanding their market, and creating marketing strategies for potential consumers with different decision-making styles. This work is one of the first papers that explores offline shoppers as potential backers, examines the impact of consumer decision-making styles, and analyze mediation and moderation models in the context of a reward-based CF platform

Systematic Literature Review: The Use of SEM in Journal of Travel & Tourism Marketing (JTTM) Between 2020 – 2022

The aim of this study was to categorize and analyze the patterns of structural equation modeling (SEM) used in research in the travel and tourism industry, published in the journal of travel & tourism marketing (JTTM) between 2020 and 2022. This review seeks to provide an updated literature overview and identify gaps in the literature relevant to future research by employing the systematic literature review (SLR) method. The findings of the study indicate that factor-based SEM has been more frequently used compared to composite-based SEM. However, for future research, there should be more emphasis on composite-based SEM, particularly utilizing techniques such as integrated generalized structured component analysis (IGSCA) and partial least square consistent structural equation modeling (PLSc-SEM). These methods are hybrid techniques that can analyze both factor and composite variables within the same model. Additionally, this study has categorized research in the travel and tourism industry into eight major themes: 1) destination, 2) attraction, 3) hotel/resort, 4) airline, 5) restaurant, 6) social media, 7) festival/event, and 8) travel agency. For future research, there should be a focus on the festival/event and travel agency themes, as there is a relatively limited body of research within these themes