Users\u27 affect and satisfaction in a privacy calculus context

Purpose: Mobile device users are frequently faced with a decision to allow access to their personal information that resides on their devices in order to install mobile applications (apps) and use their features. This paper examines the impact of satisfaction on the intention to allow access to personal information. The paper achieves this by acknowledging the affective and cognitive components of satisfaction derived from affect heuristic and privacy calculus theories, respectively. Design/methodology/approach: Survey data was collected from mobile device users who download and install mobile apps on their devices. Overall, 489 responses were collected and analyzed using LISREL 8.80. Findings: The findings suggest that personal information disclosure decision is mainly a matter of being satisfied with the mobile app or not. We show that perceived benefits are more critical than perceived risks in determining satisfaction, and that perceived benefits influence intention to allow access to personal information indirectly through satisfaction. Originality/value: This study offers a more nuanced analysis of the influence of satisfaction by examining the role of its two components: the cognitive (represented in perceived benefits and perceived risks) and the affective (represented in affect). We show that information disclosure decision is a complicated process that combines both rational and emotional elements

Investigating the impact of ECRM success factors on business performance: Jordanian commercial banks

Purpose: The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city. Design/methodology/approach: Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0). Findings: The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business's financial performance. Originality/value: Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).Scopu

Narcissism, interactivity, community, and online revenge behavior: The moderating role of social presence among Jordanian consumers

This study tests the effect of personal and online characteristics on consumers' desire for revenge and their online revenge intentions. In light of the interactivity and community of social media platforms, it examines the notion that narcissism and social presence will increase consumers' desire for revenge and their online revenge intentions after a service failure. Based on a sample of 317 Jordanian consumers, the data analysis shows that the model has a very good fit and that narcissism, interactivity, and community significantly influenced consumers’ desire for revenge. Social presence was found to have a moderating influence on the relationship between the desire for revenge and online revenge intentions. Implications for marketing managers are also discussed