Service Quality in Cloud Gaming: Instrument Development and Validation

AbstractPurpose - The global market for cloud gaming is growing rapidly. How gamers evaluate the service quality of this emerging form of cloud service has become a critical issue for both researchers and practitioners. Building on the literature on service quality and software as a service, this study develops and validates a gamer-centric measurement instrument for cloud gaming service quality.Design/methodology/approach - A three-step measurement instrument development process, including item generation, scale development, and instrument testing, was adopted to conceptualize and operationalize cloud gaming service quality.Findings - Cloud gaming service quality consists of two second-order constructs of support service quality and technical service quality with seven first-order dimensions, namely rapport, responsiveness, reliability, compatibility, ubiquity, smoothness, and comprehensiveness. The instrument exhibits desirable psychometric properties.Practical implications - Practitioners can use this new measurement instrument to evaluate gamers’ perceptions toward their service and to identify areas for improvement. Originality/value - This study contributes to the service quality literature by utilizing qualitative and quantitative approaches to develop and validate a new measurement instrument of service quality in the context of cloud gaming and by identifying new dimensions (compatibility, ubiquity, smoothness, and comprehensiveness) specific to it

Zoombombing: Understanding We-Intention to Engage in Collective Trolling among Online Community Members through the Social Identity Model of Deindividuation Effects

Zoombombing, the disruptive intrusion into video-conference events, has emerged as a destructive consequence resulting from the wide adoption of collaborative technologies. Despite growing attention from various disciplines, Zoombombing remains underexplored in the field of Information Systems (IS). Recognizing Zoombombing as a form of collective trolling, we aim to uncover the group-referent intention (i.e., we-intention) behind online community members’ participation in Zoombombing. Drawing on the social identity model of deindividuation effects (SIDE), we examined how the two aspects of IT-enabled anonymity (i.e., intragroup and intergroup anonymity) exert influence on social elements (i.e., social identities and online disinhibition), ultimately affecting the we-intention to engage collectively in Zoombombing. We validated our research model with a scenario-based survey involving 344 Reddit users. The study contributes to the understanding of Zoombombing as a new form of online collective trolling behavior from the group-referent and sociotechnical perspective and provides insights for research and practice

Service quality in cloud gaming: instrument development and validation

Purpose The global market for cloud gaming is growing rapidly. How gamers evaluate the service quality of this emerging form of cloud service has become a critical issue for both researchers and practitioners. Building on the literature on service quality and software as a service, this study develops and validates a gamer-centric measurement instrument for cloud gaming service quality. Design/methodology/approach A three-step measurement instrument development process, including item generation, scale development and instrument testing, was adopted to conceptualize and operationalize cloud gaming service quality. Findings Cloud gaming service quality consists of two second-order constructs of support service quality and technical service quality with seven first-order dimensions, namely rapport, responsiveness, reliability, compatibility, ubiquity, smoothness and comprehensiveness. The instrument exhibits desirable psychometric properties. Practical implications Practitioners can use this new measurement instrument to evaluate gamers' perceptions toward their service and to identify areas for improvement. Originality/value This study contributes to the service quality literature by utilizing qualitative and quantitative approaches to develop and validate a new measurement instrument of service quality in the context of cloud gaming and by identifying new dimensions (compatibility, ubiquity, smoothness and comprehensiveness) specific to it.</p

Judging the Wrongness of Firms in Social Media Firestorms: The Heuristic and Systematic Information Processing Perspective

Social media firestorms pose a significant challenge for firms in the digital age. Tacklingfirestorms isdifficult because the judgmentsand responses from social media users are influenced by not only the nature of the transgressions but also by thereactions and opinions ofother social media users. Drawing onthe heuristic-systematic information processing model,weproposeda research model to explainthe effects of social impact (the heuristicmode) and argument quality and moral intensity (the systematic mode) on firm wrongness (thejudgment outcome) as well as the effectsof firm wrongness on vindictive complaining and patronage reduction.We adopted mixed methods in our investigation,includinga survey,an experiment, and a focus group study. Our findingsshow that theheuristic and systematic modesof information processing exert both direct and interaction effects on individuals’ judgment. Specifically,the heuristic mode of information process dominates overall and alsobiases the systematic mode. Our study advancesthe literatureby offering an alternative explanation forthe emergence of social media firestorms and identifyinganovel context in which the heuristic mode dominatesin dualinformation processing. Italso shedslight onthe formulation of response strategies to mitigate the adverseimpacts resultingfrom social media firestorms. We conclude our paper with limitations and future research directions.</p