Search results

Although research on insurance frauds has found that deductible amount influences customers’ attitudes toward insurance frauds, very little work has further investigated the roles of deductible-premium ratios and insurance experiences. Building on the foundations of Adams' equity theory, the authors examined the impact of the deductible-premium ratios on customers' attitudes toward insurance frauds. The authors also studied the relationship among the experience of applying claims, the reasons customers accept insurance frauds, and customers' intentions to carry out frauds. The paper aims to discuss these issues.

Survey was used, and the sample of this study comes from the full-time civil servants at the Agricultural Research Institutes in Taiwan.

The results showed that the deductible-premium ratios may relate to the responders’ perceptions of insurance frauds. In addition, the reasons customers accept frauds were also the influential predictors of the customer frauds.

Previous studies found that an unfair treatment by an insurer (e.g. an unfair deductible amount) may enhance customer insurance frauds. However, the “fairness and fraud” problems should involve the consideration of insurance premium because a high deductible amount is usually associated with lower premium. The other discussions of perceived fairness also accept that perceived fairness was often rooted in a social comparative situation. Based on the literature gap, this is the first time that Adams’ equity theory is applied in the customer insurance fraud research.

The purpose of this paper is to examine the key factors that affect users’ adoption of e-books using an extension of the unified theory of acceptance and use of technology (UTAUT) that includes the following factors: environmental concerns, perceived benefits, and benevolence trust.

The authors analyzed survey responses from 343 participants using structural equation modeling to examine the hypothesized relationships in this research model.

The results show that users’ adoption of e-books is determined by performance expectancy, effort expectancy, social influence, facilitating conditions, environmental concern, perceived benefit, and benevolence trust.

The authors restricted this study to consumers’ adoption of e-books. Further studies could examine consumer’s adoption of other mediums, such as cutting-edge information technologies.

The results suggest that marketers should consider altering their methods of promoting e-books to attract consumers and further affect their usage intention.

This study proposes and tests an extended UTAUT model that includes the additional factors of environmental concern, perceived benefit, and benevolence trust in order to examine the influence of these factors on e-book adoption. The findings are particularly useful for assisting managers to increase e-book adoption.

This paper attempts to investigate the casual relationships among service convenience, perceived service value, perceived service guarantee strength, customer satisfaction, and loyalty. Although previous studies have addressed the importance of these variables, the understanding of the mediating effect of customer‐perceived service value and the moderating effect of customer‐perceived service guarantee strength on customer post‐purchasing behaviours still remain key issues.

A statistical analysis of the collected questionnaires was computed based on the 498 usable responses from the four branches of the selected Chinese chain restaurant. Structural equation modelling is the essential analysis methodology used to examine the hypothesised relationships among the variables.

Analysis confirms that customer satisfaction is positively influenced by service convenience, whereas customer loyalty is positively influenced by customer satisfaction. Furthermore, customer satisfaction is indirectly influenced by service convenience through perceived service value. Finally, another key finding is the relationship between service convenience and customer satisfaction, which is stronger for customers who perceive high service guarantee strength than for those who perceive low service guarantee strength.

The study contributes to a conceptual model that, reflecting the mediating role of customer‐perceived service value and the moderating role of customer‐perceived service guarantee strength, indicates the effect of service convenience on customers' post‐purchasing behaviours.

By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction.

In this paper, the research framework and hypotheses are constructed through a literature review. Kano model is applied to classify the home delivery service elements into five quality attributes and gender is included to understand the difference of customer perception on the obtained quality elements. Statistical analyses of the collected questionnaires were computed based on the 476 effective responses regarding the home delivery service.

The results confirm that customers' perception of home delivery service elements are classified into one‐dimensional and must‐be attributes by Kano model, while this study contributes to the creation of attractive elements that significantly affect the customer satisfaction and owning an enormous potential to further differentiate competitors. Customer satisfaction is positively correlated with different types of service convenience. It also suggests that the customers with different gender have significantly different views to quality elements of home delivery service.

The major contribution of this study is that it attempts to examine the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction.

To obtain a competitive advantage in the logistics market, international express companies should design services to stimulate customers’ usage intention by understanding customers’ affective perceptions (or in Japanese, Kansei) of the service offerings. Thus, the purpose of this paper is to analyze the relationships among the service elements of international express, customer Kansei perceptions, and intentions to use the service, to provide new ideas for the design of international express services (IESs).

By using Kansei engineering approach, customers’ Kansei perceptions related to elements of IES are first determined, and the logistic regression technique is then used to analyze three constructed models based on the relationships among the service elements of international express, customers’ Kansei perceptions, and usage intention.

Accordingly, five critical service elements that correspond to four vital Kansei words related to usage intention were obtained based on cross-comparisons of the results of three models. The findings have important implications for international express managers, in that the priorities in designing services should be those service elements that favorably elicit certain Kansei perceptions among customers and effectively lead to customers’ usage intention in the pre-purchase phase. Moreover, some important missing Kansei perceptions further derived from customers’ real service experiences in the post-purchase stage should be incorporated into future design considerations.

This study incorporated customers’ Kansei perceptions into the procedure of IES design. By understanding the service elements and feelings that customers deem important, international express companies can improve the content of existing services and strengthen the design of new services to increase customers’ behavioral intentions.

Using the concept of loss aversion, this paper aims to investigate the relationship between service quality and customer loyalty in the home delivery industry. The second purpose of this paper is to investigate the moderating effect of service convenience in the relationship between service quality and customer loyalty. Furthermore, this paper attempts to demonstrate the existence of a moderating effect either on the service quality loss (SQLOSS)‐customer loyalty link, or on the service quality gain (SQGAIN)‐customer loyalty link, or on both.

In this paper, the research model and hypotheses are constructed through a literature review. Data are collected by a questionnaire survey, and the adapted SERVQUAL scale is taken as the measurement instrument. Structural equation modeling is adopted to confirm the above relationships.

From the results come the finding that a loss in service quality has a greater effect on customer loyalty than that of a SQGAIN in the home delivery industry. This paper also proves that the relationship between service quality and customer loyalty is moderated by service convenience.

This paper demonstrates the effect of asymmetric response of service quality on customer loyalty.

Purpose: The purpose of the present study is to synthesize and organize existing literature on contagious diseases and tourism. This systematic mapping of the literature helps to identify various mature and emerging themes around the research domain in the literature.

Design/Methodology/Approach: The study uses systematic methodology along with bibliometric and content analysis. Using a combination of electronic database searching and forward and backward references searching, the study identifies 160 suitable published studies.

Findings: Initial bibliometric analysis reveals that Tourism Geographies and Tourism Management are most influential journals and Law and Lee are most influential authors working on this field. The Hong Kong Polytechnic University and Universiti Sains Malaysia are among the top contributing educational and research organizations. Further, the content analysis reveals that literature on contagious diseases and tourism industry revolves around three prominent themes namely SARS and other contagious diseases, crisis management and tourism forecasting.

Research Limitations/Implications: The study does not consider ‘grey literature’ and conference proceedings.

Originality and Value: Present study is one of the early attempts that analyzes the literature on contagious diseases and tourism using bibliometric analysis and contributes to the literature by identifying various mature and emerging on contagious diseases and tourism literature. These insights provide a robust map for future investigation in this field and also offer implications for practitioners.

The paper aims to present a conceptual model that better defines critical success factors to ERP implementation organized with the technology, organization and environment (TOE) framework. The paper also adds to current literature the critical success factor of trust with the vendor, system and consultant which has largely been ignored in the past.

The paper uses past literature and theoretical and conceptual framework development to illustrate a new conceptual model that incorporates critical success factors that have both been empirically tied to ERP implementation success in the past and new insights into how trust impacts ERP implementation success.

The paper finds a lack of research depicted in how trust impacts ERP implementation success and likewise a lack of a greater conceptual model organized to provide insight into ERP implementation success.

The paper proposes a holistic conceptual framework for ERP implementation success and discusses the impact that trust with the vendor, system and consultant has on ERP implementation success.