Walid Chaouali, Renaud Lunardo, Imene Ben Yahia, Dianne Cyr and Abdelfattah Triki
The purpose of this paper is to examine how customers derive value (functional, emotional, social and epistemic value) from the design aesthetics of mobile banking applications…
Abstract
Purpose
The purpose of this paper is to examine how customers derive value (functional, emotional, social and epistemic value) from the design aesthetics of mobile banking applications and then form intention to adopt mobile banking. Furthermore, this research investigates the moderating effect of happiness, which is predicted – and showed – to strengthen the effects of design aesthetics on value.
Design/methodology/approach
A survey using screenshots of mobile banking applications was administered to a sample of 281 bank customers. Data were analysed using SmartPLS.
Findings
The results show that design aesthetics have a positive effect on functional, emotional, social and epistemic value. In turn, these value dimensions positively affect intention to adopt mobile banking. The findings also demonstrate that happiness moderates the effects of design aesthetics on these value dimensions.
Practical implications
This work can be useful to designers of banking applications and other practitioners to improve their policies and strategies related to mobile applications.
Originality/value
This research represents an initial attempt to examine how customers derive functional, emotional, social and epistemic value from design aesthetics in mobile banking. In addition, this research demonstrates that happiness moderates – and more specifically strengthens – the effects of design aesthetics on customer value. The results provide a theoretical contribution to the importance of value in customer decision making, and in the current case, in the seldom-researched area of mobile banking.
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Amit Rakesh Sethi, Satyabhusan Dash, Abhishek Mishra and Dianne Cyr
Online customer communities have become a strategic tool for business-to-business (B2B) firms to drive collaboration among customers around the company’s products and services…
Abstract
Purpose
Online customer communities have become a strategic tool for business-to-business (B2B) firms to drive collaboration among customers around the company’s products and services. This paper aims to argue that the three social capital dimensions, that is, structural, relational and cognitive, themselves driven by brand community trust, can affect brand loyalty for the organization.
Design/methodology/approach
The authors use a survey to collect data and structural equation modeling to test the conceptual framework by collecting data from 214 participants across three online B2B communities operated by three technology firms in India.
Findings
Brand community trust is found to have a strong association with social network ties, identification and norm of reciprocity and shared vision. These three have concomitant effects on the quality of customer-to-customer (C2C) interactions. Such communication generates functional, emotional and social benefits, which, in turn, curate brand loyalty.
Practical implications
The authors’ findings guide community managers in leveraging such conversations in shaping customer loyalty for the corporate brand.
Originality/value
This work provides an integrated framework to explain the important role of C2C interactions in B2B online brand communities.
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Dianne Cyr, Gurprit S. Kindra and Satyabhusan Dash
With the rapid expansion of global online markets including India, researchers and practitioners are challenged to understand drivers of customer satisfaction, trust and loyalty…
Abstract
Purpose
With the rapid expansion of global online markets including India, researchers and practitioners are challenged to understand drivers of customer satisfaction, trust and loyalty towards web sites. The paper aims to focus on web site design, which is expected to influence whether customers revisit an online vendor.
Design/methodology/approach
Participants in India evaluated a local and foreign web site of the same online vendor. Surveys and interviews were used to collect the data.
Findings
The results indicate significant preference for the local web site in almost all design categories. Further, the local site instilled greater trust, satisfaction and loyalty. Data collected for this study are compared with parallel work conducted using the same procedures in four other countries.
Research limitations/implications
The current investigation is relevant for researchers who aim to expand knowledge concerning the impact of web site design related to user trust, satisfaction and loyalty. The work also has implications for web designers or managers who seek to enhance the market attraction and retention of online web sites. Limitations of the study are that both the local and foreign web sites used were Samsung web sites and that only a single task (searching for a cell phone) was used.
Originality/value
Few studies have examined web design in relation to user outcomes such as trust, satisfaction and loyalty in international markets.
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Abhishek Mishra, Satya Bhushan Dash and Dianne Cyr
The study aims to explore the buildup of consumer-based brand equity (CBBE) from positive derived experiences. Rewarding experiences with products make a user feel good about…
Abstract
Purpose
The study aims to explore the buildup of consumer-based brand equity (CBBE) from positive derived experiences. Rewarding experiences with products make a user feel good about their decision to buy and use them. Those feelings get accrued as strong consumer–brand relationship, measured comprehensively by CBBE in marketing literature.
Design/methodology/approach
The study is conducted in two phases – exploratory and validation. The exploratory phase involved conceiving a theoretical framework from in-depth literature review. The framework is then validated through a survey-based empirical phase. Smartphones form the context of the work.
Findings
The three consumption values used in the study are usability, social value and pleasure in use. Brand equity has been conceptualized and measured as brand association, perceived value, brand trust and brand loyalty. The moderating role of user expertise, as well as lifestyle, was also tested on pleasure derived. Most of the hypothesized relationships between different constructs of experience and brand equity were found significant. Significant evidence for hierarchical formation of brand equity was also established.
Research limitations/implications
Lack of evidence of moderation of lifestyle may be ascribed to the validity of the scale used to measure it in the current context and needs to be updated. The study contributes by conceiving experience as a multidimensional framework based on Holbrook’s typology, besides validating its relationship to CBBE. Hierarchical formation of brand equity is also a novel contribution.
Practical implications
This study provides an indicative guide to marketers with design cues that can provide relevant consumption values in the quest for a positive brand impression. It also provides directions for segmenting the smartphone market based on user expertise for better branding.
Originality/value
The study is innovative by relating experience, conceptualized with Holbrook’s framework and CBBE – something yet to be seen in the literature.
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Pierre Berthon, Leyland Pitt, Dianne Cyr and Colin Campbell
The paper's aim is to create a framework for national readiness and receptivity to e‐commerce at both the business to business (B2B) as well as business to consumer (B2C) levels.
Abstract
Purpose
The paper's aim is to create a framework for national readiness and receptivity to e‐commerce at both the business to business (B2B) as well as business to consumer (B2C) levels.
Design/methodology/approach
Relevant literature on e‐readiness is discussed in light of research on corruption and national values. A model is formulated at the macro level in which e‐readiness is predicted to be related to national culture values and corruption. Analysis at the micro level rests on existing literature related to trust and web site usability.
Findings
At the macro level of analysis, levels of perceived corruption within a country, and overarching national values are identified as significant contributors to e‐readiness especially in the B2B realm. At a more micro level, it is proposed that individual expectations regarding ability to trust an online vendor, and the suitability of usability characteristics of web site design contribute to e‐readiness at the B2C level. Taken together, macro and macro factors jointly contribute to a nation's readiness and receptivity to e‐commerce.
Research limitations/implications
The empirical work presented is based on aggregate level data from only one point in time. Results only provide generalized trends that may not be representative of all firms in a country or still applicable in the present time.
Practical implications
Practitioners are challenged to think beyond technological readiness and address factors such as corruption, national culture, and web design before entering new markets.
Originality/value
This paper identifies aspects of e‐readiness beyond purely technical infrastructure and provides a fresh empirical model. This study uniquely considers both micro and macro level characteristics that contribute to e‐readiness.
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Rajib N. Sanyal and Turgut Guvenli
A survey of employee benefits provided to host country non‐managerial employees in China by American firms indicates that these tend to change over time, vary by the size of the…
Abstract
A survey of employee benefits provided to host country non‐managerial employees in China by American firms indicates that these tend to change over time, vary by the size of the firm, and differ between wholly owned and joint ventures. Statistical analysis suggests that the use of certain extrinsic and intrinsic benefits tends to be positively perceived by Chinese employees, and in turn, these favorably impact specific dimensions of organizational performance. The findings show that American firms provide benefits that recognize established practices in China and the current needs of Chinese workers. Implications for employee benefits managers in foreign firms are discussed.
Adel M. AL‐ Rasheed and Farid M. AL‐ Qwasmeh
The paper explores the role of the strategic partner in the Management Development (MD) process at Jordan Telecom (JT) by surveying the attitudes of 243 Jordanian managers and by…
Abstract
The paper explores the role of the strategic partner in the Management Development (MD) process at Jordan Telecom (JT) by surveying the attitudes of 243 Jordanian managers and by testing the relevant hypothesis. The findings reveals that the strategic partner contributes to the development of Jordanian managers' skills in areas such as time management, performance appraisal, job design and communications and cooperation. A limited significant impact of relevant demographic and managerial factors on managers' attitudes towards their MD and strong corelational relationships among MD dimensions are also revealed through the findings. The conclusions highlight the positive outcomes and implications of the strategic partnership at JT. The recommendations emphasized the need for further partnerships in Jordan because of their influential effects on Jordanian businesses.
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Lucy Cennamo and Dianne Gardner
The purpose of this paper is to investigate differences between three generational groups currently in the workforce (Baby Boomers, Generation X, and Generation Y), in work…
Abstract
Purpose
The purpose of this paper is to investigate differences between three generational groups currently in the workforce (Baby Boomers, Generation X, and Generation Y), in work values, job satisfaction, affective organisational commitment and intentions to leave. The study also seeks to examine generational differences in person‐organisation values fit.
Design/methodology/approach
A total of 504 Auckland employees representing a range of industries completed an online questionnaire. Generation X (57 per cent) was defined as those born between 1962‐1979, Baby Boomers (23 per cent) were born 1946‐1961 and Generation Y (17 per cent) were born 1980‐2000. The remainder (3 per cent) were born 1925‐1945.
Findings
The youngest groups placed more importance on status and freedom work values than the oldest group. Baby Boomers reported better person‐organisation values fit with extrinsic values and status values than Generation X and Generation Y but there were no other generational differences in fit. Where individual and organisational values showed poor fit there were reduced job satisfaction and organisational commitment, and increased intentions to turnover across all three generational groups.
Research limitations/implications
The study was cross‐sectional and based on self‐report data, limiting the generalisability of findings.
Practical implications
Values are important in guiding behaviour and enhancing work motivation. Organisational values must be able to meet the needs of different employees, and organisations need to clarify their work values and expectations with staff.
Originality/value
The paper presents evidence that person‐organisation values fit is important for all generational groups and popular notions about generational differences should not be over‐generalised.