Christopher White and Yi‐Ting Yu
The purpose of this study is to develop and refine the theoretical framework underpinning consumer satisfaction emotions and re‐examine the emotions/behavioral intentions link.
Abstract
Purpose
The purpose of this study is to develop and refine the theoretical framework underpinning consumer satisfaction emotions and re‐examine the emotions/behavioral intentions link.
Design/methodology/approach
A quantitative research design was adopted for this study. An extensive and critical review of literature related to consumer satisfaction emotions and consumer behavioral intentions led to the identification of two research questions. A self‐completion questionnaire was developed and administered to hospitality management graduates in Switzerland.
Findings
The PCA suggested that satisfaction emotions were best conceptualized as a three‐dimensional construct that included positive, negative and what the present authors have labeled “bi‐directional” emotions. Moreover, a positive statistically significant relationship between “bi‐directional” emotions and consumer complaining behavior was established through correlation analysis.
Research limitations/implications
The respondents were studying at a private institution in Switzerland, and as such, the socio‐economic background of the respondents may not be representative of education consumers generally, and of consumers of services in industries other than education.
Practical implications
The findings reported in this paper indicate that the emotions framework that was developed could provide a valuable resource for managers as segmentation tool, and as an instrument for measuring and monitoring consumer behavioral intentions.
Originality/value
This paper has identified a relationship between specific satisfaction emotions and consumer complaining behavior. As a consequence, a more comprehensive satisfaction emotions scale has been developed that captures a broader range of consumer behavioral intentions. This information should benefit practitioners and researchers alike.
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Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty, but this finding has been questioned in that…
Abstract
Many customer satisfaction studies have concluded that there is a significant relationship between customer satisfaction and loyalty, but this finding has been questioned in that most of the studies focus on measuring the cognitive component of customer satisfaction. This study includes the cognitive component, but focuses on the affective component. It explores the role of emotions in satisfaction, and then compares the predictive ability of the cognitive and affective elements. Key findings are that both positive and negative emotions, and the cognitive component of satisfaction correlate with loyalty. Regression analysis indicates that the affective component serves as a better predictor of customer loyalty than the cognitive component. Further, the best predictor of both overall loyalty and the most reliable dimension of loyalty, positive word of mouth, is positive emotions. Thhe theoretical and practical implications of these findings are discussed.
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Kuan-Yu Lin, Yi-Ting Wang and Hsuan-Yu Sheila Hsu
Smartphones have become a critical medium by which people remain in contact with family, friends, and colleagues. A variety of factors have contributed to the rapid prevalence of…
Abstract
Purpose
Smartphones have become a critical medium by which people remain in contact with family, friends, and colleagues. A variety of factors have contributed to the rapid prevalence of smartphones. The most influential factor is definitely the mobile platform or mobile operating system (OS). The purpose of this paper is to employ a theoretical framework based on an information systems success model and a theory values to examine the factors that affect smartphone users’ switching mobile OSs. Habit is regarded as a moderating variable to construct an integrated research model which helps researchers unveil the puzzle of users’ switching mobile OSs.
Design/methodology/approach
The proposed model was empirically evaluated using survey data collected from 424 users on their perceptions of smartphones. A structural equation modeling was used to assess the relationships of the research model.
Findings
The results of the study have shown that users consider the perceived switching value and satisfaction arising from their behaviors when deciding whether to switch to another mobile OS. Quality characteristics, including information quality, system quality, and service quality, are the key factors determining people’s perceived switching value and satisfaction. The participants of the study were grouped by degree of habit. The effect on satisfaction was not significant in the high-habit subgroup. Nevertheless, it has been found that the influence of the perceived switching value was stronger in the low-habit subgroup than in the high-habit subgroup.
Originality/value
This study contributes to a theoretical understanding of factors that explain users’ intention to switch mobile OSs.
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Virtual reality (VR) offers unprecedented immersion and interactivity in education, and working and learning from home have become the norm during the COVID-19 pandemic. This…
Abstract
Purpose
Virtual reality (VR) offers unprecedented immersion and interactivity in education, and working and learning from home have become the norm during the COVID-19 pandemic. This study empirically investigated the factors affecting the use of a VR online learning system (VROLS).
Design/methodology/approach
To explore factors affecting users’ continuance behavioral intentions toward using VROLSs, a research framework was formed comprising factors that constitute benefits (i.e. pull factors) and costs (i.e. push factors); these factors included perceived value, flow and social influence. The data for this study were collected via online survey questionnaires. A total of 307 valid responses were used to examine the hypotheses in the research model, employing structural equation modeling (SEM) techniques.
Findings
Perceived value, flow experience and the number of peers using VR primarily affect the decision to adopt a VROLS. The pull factors of spatial presence, entertainment and service compatibility, along with the push factors of complexity and visual fatigue, affect perceived value. Therefore, we conclude that perceived value is a primary factor positively influencing both flow experience and the decision to adopt the service.
Originality/value
This study contributes to a theoretical understanding of factors that explain users’ intention to use VROLSs.
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Kuan-Yu Lin, Yi-Ting Wang and Travis K. Huang
The number of smartphone users has increased with the maturity of mobile networks, which has not only led to a new lifestyle but has also facilitated the development of mobile…
Abstract
Purpose
The number of smartphone users has increased with the maturity of mobile networks, which has not only led to a new lifestyle but has also facilitated the development of mobile application services. Smartphones are regarded as essential communication devices. Currently, diverse groups of people are considering using mobile payment services. Thus, the motives for using mobile payment as well as individual motives for continuing usage are of great research interest. The purpose of this paper is to examine the behavioral motivations underlying individual intentions to continue using mobile payment.
Design/methodology/approach
To explore the factors affecting the intention to use mobile payment services, this study constructed a theoretical framework based on cost-benefit theory that also considers social influences to form an integrated research model that explains the intentions of individuals to use mobile payment services. Online questionnaires were used to evaluate individuals with experience using mobile payment services. A total of 302 questionnaires were collected. Structural equation modeling was employed to assess the relationships among factors included in the research model.
Findings
Perceived value, social norms and social self-image played crucial roles in the intention to use mobile payment services. Furthermore, perceived benefits (relative advantage and service compatibility) and perceived costs (security risks and perceived fees) determined users’ perceived value. Social self-image positively affected users’ perceived value; in the context of a mobile-oriented information system, the ability of a mobile payment service to satisfy a user’s demands with respect to social self-image influenced the user’s perceived value of using such services.
Originality/value
This study contributes to a theoretical understanding of factors that explain users’ intention to use mobile payment services.
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Kuo-Lun Hsiao, Kuan-Yu Lin, Yi-Ting Wang, Chun-Hsiung Lee and Zhe-Ming Zhang
In recent years, the ongoing development and rapid popularization of mobile devices, not only has brought new forms of lifestyle but also has boomed a wide array of service…
Abstract
Purpose
In recent years, the ongoing development and rapid popularization of mobile devices, not only has brought new forms of lifestyle but also has boomed a wide array of service contents, allowing users to engage in entertainment, study and other daily activities, in addition to business transactions. To explore the factors that affect users' continued use of mobile app software, this paper aims to take into account the utilitarian value and privacy, as well as security factors and intends to propose an integrated research model based on the information systems success (ISS) model.
Design/methodology/approach
The data for this study were collected via an online survey questionnaire. A total of 190 valid responses were used to examine the hypotheses in the research model. The casual model was assessed using partial least squares techniques.
Findings
The results indicated that the three quality factors (information quality, system quality and service quality) in the ISS model significantly affected satisfaction and utilitarian value. Private and security have significant negative association with utilitarian value. The results also showed that private and security did not significantly affect satisfaction. The findings also provide some directions for further research.
Practical implications
The results show that user's continued use of mobile app software depends upon the perceived utilitarian value and satisfaction. The quality characteristics are the three critical factors that would affect the perceived utilitarian value and satisfaction. Compared to information quality and service quality, system quality has a higher degree of positive impact, which indicates that users are more concerned about the immediate download ability and ease-of-use provided by the system. Furthermore, the research also finds that privacy and security concerns have a negative influence on the utilitarian value, showing that in the context of task-oriented IS, the perceived risk of privacy and security during the process of using mobile app software services, will negatively affect users’ perception of utilitarian value. The insights provided by this study can help mobile app developers optimize design and marketing strategies.
Originality/value
This study provides a better understanding of how the factors in the theories influence the continuance usage intention of life style mobile applications.
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Travis K. Huang, Yi-Ting Wang and Kuan-Yu Lin
This study aims to examine members’ perceptions of interactivity in brand communities on social networking sites in the Super Basketball League (SBL) context in Taiwan.
Abstract
Purpose
This study aims to examine members’ perceptions of interactivity in brand communities on social networking sites in the Super Basketball League (SBL) context in Taiwan.
Design/methodology/approach
The proposed model was empirically evaluated using survey data collected from 332 followers of the SBL teams’ Facebook pages on their perceptions of brand communities. Structural equation modeling was used to examine the relationships in the research model.
Findings
The results suggest significant relationships between perceived interactivity and community benefits, including special treatment, social influence, sense of membership and the notion that community satisfaction has a strong and positive effect on brand loyalty. Both social influence and a sense of membership positively affect community satisfaction. However, special treatment negatively affects community satisfaction. Perceived interactivity positively affects a sense of membership and social influence, which, in turn, positively affect community satisfaction.
Originality/value
This study examines the effects of members’ perceived interactivity and community benefits. The results significantly advance the understanding of the antecedents of members’ loyalty to specific brands. The study offers insights into practical ways of improving community satisfaction and brand loyalty by running brand communities on social networking sites. The findings also augment the theory of brand management.
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Yean-Fu Wen, Ko-Yu Hung, Yi-Ting Hwang and Yeong-Sung Frank Lin
The purpose of this paper is to establish a social-network sp.orts lottery system to support users in predicting and simulating sports lottery betting. The community data were…
Abstract
Purpose
The purpose of this paper is to establish a social-network sp.orts lottery system to support users in predicting and simulating sports lottery betting. The community data were generated to support user decision and featured instant game records and odds data synchronisation. Furthermore, the next development cycle were evaluated through a questionnaire.
Design/methodology/approach
An extended prototype website development methodology was applied to develop the system. An online sample was collected to evaluate the function, interface, operation, and prediction designs. The χ2 test and variance analysis were used to determine the association between facets and basic demographics. Finally, the regression model was used to identify the potentially essential predictors that influence the measurement facets.
Findings
The high frequency of Facebook users, sports lottery purchases, and sports game viewers prefer the ability to predict the results of future sports games as advanced decision-making functions. However, the agent-based virtual gift presentation function was the least preferred function.
Research limitations/implications
The study sample was limited only to users: who used PTT and Facebook; were of uneven age, education, and gender; and none segment groups. The study sample primarily comprised Taiwanese respondents. These differences might influence the practicality and prediction bias of the designed website and related models.
Practical implications
The proposed method integrates social-network messages with real-time data access by using APIs, crawler schemes, and prediction mechanisms that enable developers to devise strategies for obtaining high system satisfaction. The system can be improved by adding the results of future sports games and excluding authorised Facebook message posts.
Originality/value
A social-network-based sports lottery and prediction prototyping website was evaluated through a user-preference survey regarding design functions. The measurement results indicated that users share their opinions, predictions, and personal betting results and interact with their friends.
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Shiyan Lou, Junhao Wang, Yi Ting Zeng and Chun Cheong Fong
With the rapid development of the economy in China, the wealth of residents has continued to increase, and most families have gradually been aware of the importance of commercial…
Abstract
Purpose
With the rapid development of the economy in China, the wealth of residents has continued to increase, and most families have gradually been aware of the importance of commercial insurance. The family purchase of insurance in China was still not optimistic. Many scholars focus on wealth allocation, but the attention to the commercial insurance market was still less. Based on previous research studies, this study aims to investigate the impact of education and financial literacy on the commercial insurance purchase in China.
Design/methodology/approach
China Household Finance Survey data was used to investigate the purchase of commercial insurance in Mainland Chinese families. Factor analysis was used to construct financial literacy, and the education data were combined to analyze the commercial insurance purchase using the Probit model and the Tobit model. Finally, the contributions of education and financial literacy to commercial insurance purchases were analyzed.
Findings
Both education and financial literacy exerted a positive impact on the purchase of commercial insurance in China. Individual characteristics such as gender, age, marital status, risk attitude, purchase of social insurance and consultation with a financial advisor possessed significant effects; household factors like household size and assets, macro factors such as the density of financial institutions and the density of financial industry staff, and regional factors as local unemployment rate excreted influences on the commercial insurance purchase.
Originality/value
Based on the current economic development in China, this study investigated and expressed opinions on the public and insurance companies regarding commercial insurance purchases. It accentuated financial literacy and education as factors that facilitated commercial insurance development.
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Shih-Tse Edward Wang, Hung-Chou Lin and Yi-Ting Lee
Because of the slow market growth of and intense competition among coffee shops, increasing brand preference and patronage intention is crucial in the coffee shop industry…
Abstract
Purpose
Because of the slow market growth of and intense competition among coffee shops, increasing brand preference and patronage intention is crucial in the coffee shop industry. Although place attachment theory (PAT) and social identity theory (SIT) stipulate that place attachment and social identity are key constructs of revisit intention, no studies have yet integrated the dimensions of SIT into PAT to predict place preference (PP) and repatronage intention (RI). In this study, the authors aimed to develop a theoretical model grounded in PAT and SIT to predict PP and RI.
Design/methodology/approach
A total of 648 coffee shop customers participated in an online survey, and their data were analyzed through structural equation modeling.
Findings
The results indicated that cognitive and affective place identity (PI) directly affected place dependence (PD) but did not directly affect PP. Cognitive PI also indirectly affected PD through affective PI. PD exerted a positive and significant effect on PP and thus affected RI.
Originality/value
These findings provide insights into the importance of cognitive and affective PI in shaping PD, PP and RI. From a place attachment perspective, the theoretical model enables coffee shop managers to cultivate strong PP to increase customer RI.