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The increasing use of Internet‐based qualitative and quantitative research is based on both “pull” and “push” factors. “Pull” factors include research clients’ demand for faster turnaround and low cost, while marketing research agencies’ naturally competitive endeavours represent the “push”. Attempts “to clear the e‐mist” regarding research on the Internet and examines the main types of Internet based research (qualitative and quantitative) as well as seven “sins” for Internet researchers – based on interviews with leading providers of Internet market research and IT specialists. Concludes that there is a need for both practitioners and academics to ensure their houses are kept in order and to respect the rights of respondents and clients and, just as importantly, be seen to be doing this and so keep possible interference by governments at bay.

The purpose of this study is to develop and formulate marketing strategies by utilizing the importance‐performance analysis (IPA) which is an easy‐to‐use analytical technique that offers prescriptions for the management of customer satisfaction.

Based on a survey from 400 direct sales channel customers, the findings suggest that the ratings and rankings of attributes were largely determined by the methods utilized to measure the attributes' importance.

The results of IPA presented by the current investigation reflect that the matrix is sensitive to the importance measure used.

This paper focuses on the Malaysian direct sales industry and concentrates only on application of importance‐performance analysis (IPA) to formulate customer satisfaction strategies.

The results have important implications for future research directions and business strategy practice.

This study is perhaps the first that concentrates on the application of IPA to formulate customer satisfaction strategies in Malaysia.

A random sample of 308 UK consumers was used to compare two scales for the measurement of consumer involvement ‐ Zaichkowsky’s revised Personal Involvement Inventory and Mittal’s Purchase‐decision Involvement Scale ‐ in terms of internal reliability, dimensionality, convergent validity, discriminant validity, and criterion validity. In general, both inventories perform well but the results raise interesting questions about the emotional versus rational structure of consumer involvement with financial services. The practical implications of the results for consumer research and the marketing of financial services are discussed.

This paper is the second of two concerned with a meta‐analysis of the technology acceptance model (TAM). This part aims to present a rigorous and quantitative meta‐analytic review of 569 findings from 95 TAM studies as a basis for identifying gaps and providing guidelines for implementation management and conduct of future research. The paper also seeks to investigate the potential impact of methodological characteristics on the meta‐analytic findings.

The approach consists of meta‐analysis following Hedges and Olkin's procedures, moderator‐analysis using homogeneity Q‐values, analogue to ANOVA and weighted regression method.

The dominant focus in empirical investigations of the TAM has been on modelling intention for its effect on self‐reported usage behaviour, while the attitudinal construct has been neglected. This raises three questions: whether the exclusion of attitude from the TAM is beneficial for understanding of technology usage behaviour in mandatory settings; whether the revised TAM holds equally for mandatory and voluntary settings; and whether the emphasis on measuring intentions and self‐report use rather than actual usage is warranted. An additional question answered in the meta‐analysis is about the relative importance of PU and PEOU.

The paper provides a rigorous meta‐analysis to progress towards a unified view of the TAM.

This paper is the first of two concerned with a meta‐analysis of the technology acceptance model (TAM). This part aims to present a narrative literature review of 145 papers published on the TAM.

The approach takes the form of a literature review of 145 papers on the TAM.

The review identifies TAM as a basis for identifying gaps and providing guidelines for implementation of management and the conduct of future research.

The paper presents a comprehensive literature review and a rigorous meta‐analysis to progress towards a unified view of the TAM.

Customers' participation in co-creation is a prerequisite for co-creation success. To identify customer co-creators, research has shown a recent interest in the role of personality traits as predictors of customers' engagement in co-creation. However, the empirical results regarding the direction and significance of these relationships have been inconclusive. This study builds on the five-factor theory (FFT) of personality to enhance one's understanding of the nomological network that determines the relationship between personality traits and customers' willingness to co-create (WCC).

Based on a large-scale empirical study on technology-based services (TBSs) in healthcare (n = 563), the authors empirically investigate the role of the five-factor model (FFM), innate innovativeness (INI) and enduring involvement (EI) in predicting customers' WCC using partial least squares structural equation modeling (PLS-SEM).

The authors’ empirical findings show that depending on the configurational setting of the personality traits tied to the FFM, INI and EI evolve as mediators in determining customers' WCC.

This study is the first to introduce the FFT of personality into co-creation research. The results of this paper shed light on the relationships between personality traits, characteristic adaptations and customers' WCC.

The second annual conference of the Research Alliance of Fashion and Textiles (RAFT), hosted by the Department of Clothing Design and Technology of Manchester Metropolitan University (MMU), took place in Manchester in June.

The study examines how two types of trust – institutional and system trust – predict online banking intentions (OBI) as a function of generational cohort membership.

The study uses a cross-sectional survey of 559 U.S. Amazon Mechanical Turk (MTurk) members using quota sampling from three generational groups: SGI (born before 1946), older boomer (born 1946–1954), and millennial (born 1977–1992).

Results showed generational cohort differences in system and institutional trust as well as OBI. Serial mediation model results showed the model where institutional trust precedes system trust best explains the relationship between generational cohort membership and OBI.

While diverse, the sample comprised of MTurk workers and relied on self-report measures of behavioral intentions, thus limiting the generalizability of our findings.

This study introduces two levels of e-trust into the technology acceptance literature and provides a guideline for financial institutions and system designers to understand the role of trust in driving online service adoption and use for different generations.

This study explores generational differences in technology use with special focus on older adults, which is yet to be fully explored in the literature. This study differentiates between two levels of e-trust and explores the order in which both trust types mediate the relationship between generational cohort membership and OBI.

This study reports an empirical test of two involvement scales: Zaichkowsky’s personal involve‐ment inventory (PII) and Kapferer and Laurent’s consumer involve‐ment profile (CIP). The purpose of this study is to identify whether these two scales are applicable to financial services. Eight financial services are investigated: the use of a cheque book, overdraft facility, the use of Switch services, the use of a cash machine, savings account, investment services, mortgage services, and personal loan. The empirical findings show that the two scales indicate different levels of involvement in the eight financial services. The PII measure indicates that mortgage, investment and cash machine use are high involvement services. The use of savings account, personal loan, a chequebook, overdraft facility, and Switch services are found to be medium involvement services. The CIP shows that investment, mortgage, and savings accounts are rated as high involve‐ment services. Personal loans, overdraft facilities, Switch card, cash machine, and chequebook usage are in the middle range of involvement. Being a multidimen‐sional scale, the CIP provides more data about involvement. More investigation is needed in order to understand the links between consumer involvement in financial services and customer behaviour. The authors conclude with recom‐mendations for further research into consumer involvement in financial services and its effect on bank customer behaviour.