Understanding e-Service Users’ WOM Behavior from Expectation Confirmation Perspective

Recently WOM has become popular with the penetration of Internet and the popularity of social media, and attracted the attention of IS researchers. This study develops a model to explore the factors motivating e-service users’ WOM behavior from the expectation confirmation paradigm together with trust. The research model was empirical tested with 543 valid responses from the online travel service users. The research results indicate that perceived usefulness and user satisfaction affect e-service users’ WOM behavior positively together with trust. Perceived usefulness was found to exert the strongest influence on WOM than satisfaction and trust. The implications to theories and practice are discussed as well

Determinants of continuance intention and word of mouth for hotel branded mobile app users.

This study examined the cognitive and affective factors that influence users\u27 post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users\u27 continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users\u27 evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption

Impact of Behavioral, Technological & Societal Antecedents on Continuous Usage Intention of Mobile Banking

The aim of this research was to examine the impact of behavioral, technological, and social antecedents on the continuous usage intentions for mobile banking, through the integration of well-known theories such as TTF, DOI, ECM, and UTAUT 02. The research design is built on the positivist approach supported by the quantitative method. A survey questionnaire was used to gather data. PLS-SEM 3.0 was implemented to empirically validate the stated hypotheses. The sample comprised of 234 mobile banking users in Karachi, Pakistan. The results indicated the strength of the model (R2) was 71.8%, while the predictive relevance (Q2) was 51%. Furthermore, price value, habits, satisfaction, and word of mouth, were significant antecedents of continued usage intentions, while performance expectancy, hedonic motivation, social influence, and effort expectancy, were found to be insignificant. A statistically significant mediating role of satisfaction and word of mouth was identified. These findings will be helpful for financial institutions, telecommunication companies, software providers, and other stake holders, to efficaciously execute financial inclusion by focusing on technological, behavioral, and societal aspects of mobile banking users

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

Intention to Provide Online Reviews: An Expectation-Confirmation Model with Review Involvement

Online reviews have become a good source of information for shoppers with increase in e-commerce activity. Although research has examined various factors behind customer online review posting behaviour, the role of online reviews in further propagating online reviews has not been given enough attention. In this study, we use the expectation-confirmation theory for examining customer review posting behaviour based on their examination of online reviews from other shoppers. The study reveals a few interesting and counter-intuitive findings that add to research and practice in understanding online review posting behaviour. The study also examines the role of review involvement and its effect on shoppers’ behaviour. The results show that shoppers are more inclined to write reviews when confirmation leads to lower satisfaction. Theoretical and managerial implications based on the findings have also been presented. Available at: https://aisel.aisnet.org/pajais/vol10/iss2/3

Positive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theory

Prior research has not systematically investigated the enablers and inhibitors in conjunction to measure consumer behavior toward mobile wallets (m-wallets), focusing either on the adoption or the resistance perspective only. Similarly, antecedents and consequences of the dichotomous nature of word of mouth for m-wallets have also remained obscure so far. The present research proposes to address this void in the accumulated learnings by examining both enablers and inhibitors of mobile wallets (m-wallets) as antecedents of valence of word of mouth (positive and negative; PWOM and NWOM, respectively). Grounded in Dual Factor Theory, this study aims to explore consumers’ continued use intentions resulting from the WOM valence. The findings reveal that enablers (perceived information quality, perceived ability, and perceived benefit) drive PWOM, while the inhibitors (perceived cost, perceived risk, and perceived uncertainty) spur NWOM. Furthermore, the results show that only PWOM drives the continuance intentions of m-wallet users. Therefore, the study proves that the antecedents of PWOM are different from those of NWOM.publishedVersio

User Acceptance of the Next Generation Digital Signage: A Perspective of Perceived Value

The next generation digital signage (NGDS) has become extremely important as a new innovative information system that provides interactive information to users by capturing contextual information through the utilization of the state-of-the-art technologies. NGDS gets wide popularity from millions of people due to its advanced information services that fit in with the individual’s digitizing life style. Despite the increasing importance, however, there is a significant gap of our understanding on the user acceptance of NGDS. Motivated thus, this paper aims to develop a research model to explore the factors influencing the user acceptance of NGDS from the perspective of perceived value. The four dimensions of perceived value are proposed as key antecedents: utilitarian value, hedonic value, social value, and epistemic value. In particular, our interest is on their impacts on users’ satisfaction, continuance intention, and positive word-of-mouth (WOM). The pilot study results indicate that utilitarian value increases satisfaction, continuance intention, and positive WOM. Moreover, hedonic value increases satisfaction and positive WOM, while social value increases positive WOM only. Also, epistemic value increases satisfaction and positive WOM. This research is expected to advance the theoretical understanding on the user acceptance of NGDS and offer organizations useful insights to manage their NGDS

Chinese Consumers' E-Learning Satisfaction and Continuance Purchase Intention on Paid Online Python Course

With the development of internet technology, e-learning has become an essential part of the modern education system. However, the e-learning market faces enormous competition. Consumers' continuance purchase intention has become a vital factor in the success of e-learning courses. Thus, factors that influence consumers' continuance purchase intention should be examined in the e-learning market. However, little research has focused on identifying the continuance purchase intention of an e-learning course. Based on the information system continuity model ISC), this paper develops a research model to investigate the factors influencing satisfaction and continuance purchase intention in e-learning. A cross-sectional, questionnaire-based research design was used in this study. We collected data from consumers who had enrolled in paid online Python courses. In total, 508 paid online Python course users completed the online survey. SmartPLS software was used for data analysis. The results demonstrated that perceived course quality, service quality, convenience, and usefulness significantly affect consumers' satisfaction with the experience course. Moreover, the findings show that satisfaction, self-efficacy, and e-word of mouth (e-WOM) determine the consumers' continuance purchase intention of the reminder course. This study also found that satisfaction mediates the effects of experience courses on consumers' continuance purchase intention of the online Python course. The implications for theory and practice and future research directions are discussed

How Loyal Are Your Users? Loyalty and Loyalty Outcome Behaviors: An Empirical Study in the Free/Libre Open Source Software Context

The contemporary IS industry faces a challenge that is similar to brand proliferation in consumer products, that of identifying and nurturing loyal IS users. Also, there has been a growing interest in potential benefits that can be derived from loyal users\u27 contributions to IS, such as word of mouth (WOM) marketing, non-verbal endorsement, resistance to counter-persuasion, and brand extension behaviors. To address the increasing competition and the growing interest in user contributions in the IS industry, this study proposes a conceptual model to examine the relationships between loyalty and habit and their antecedents (satisfaction and investment), and the relationships between loyalty and habit and their outcome behaviors (WOM, non-verbal endorsement, resistance to counter-persuasion, and brand extension) in the presence of a moderating factor (s). The proposed model will be empirically tested in the Free/Libre Open Source Software context as it is one of the driving forces for the increasing competition in the consumer software market and as Free/Libre Open Source Software ideology may potentially moderate the relationship between loyalty and its outcome behaviors