From Structural Assurances to Trusting Beliefs: Validating Persuasion Principles in the Context of Online Shopping

The topic of shopping attitude has received long lasing attention in the context of e-commerce. Previous studies have elucidated the different facets of online shopping attitude and have overemphasized a prevalent assertion on the relationship between web design artifacts and consumers’ psychological responses. However, the imitability of web design in practice makes no differentiation among a glut of shopping websites and probably leads to revenue declination due to the fact that the instability of attitude frequently leads to attitudinal ambivalence. Hence, understanding how to strengthen consumers’ attitudes toward online shopping should be fruitful for remedying attitude inconsistency in e-commerce. The current study extended related research by examining the simultaneous effects of trusting beliefs on consumers’ attitudes toward online shopping. We adopted the concept of structural assurance and the principles of persuasion as the theoretical underpinnings. The proposed model is expected to contribute to relevant literature by offering theoretical contributions and managerial implications that can help both researchers and online retailers to understand more clearly how consumers develop their attitudes toward shopping online

Examining the Antecedents of Repurchase Intention in Convenience Stores: A Perspective of Expectation-Disconfirmation Theory

The density of convenience stores in Taiwan is the highest in the world. In a convenience store context, this study attempts to examine the relationship between service quality, customer satisfaction and repurchase intention, as well as the impact of customer familiarity with employees on customer satisfaction and repurchase intention. The result indicated that expectation had direct effect on service quality. The result also showed that service quality was positively related to disconfirmation. As expected, there were interrelationships among service quality, satisfaction, and repurchase intention. Moreover, customer familiarity with employees had positive, direct influence on both satisfaction and repurchase intentions

Developing and Validating Service Innovation Readiness

Services have emerged as major economic activities in Taiwan in recent years, since more than 70% of GDP in Taiwan is generated by service sectors. Nevertheless, knowledge of service innovation remained under-explored. To address this research gap, this study proposed the concept of “Service Innovation Readiness” based on expert interviews of five service industries (Department Stores and Retail, Financial, Biotechnology and Medicine, Tourism, and Information Services) and a review of existing literature. Given this, we propose a multi-dimensional construct of Service Innovation Readiness (SIR) consisting of five factors: Strategic Investment, Risk Tolerance, Innovative Champion, IT Experience, and Inter-Organizational Collaboration. To validate the framework of SIR, a survey was conducted in the five service sectors and the final sample consisted of 312 valid cases. The results grant support to the framework, showing that SIR is a multi-dimensional construct. The positive relationship between SIR and service performance provides further evidence to support the predictive validity of the construct measurement. Conclusion and implications are included