Understanding customers' repeat purchase intentions in B2C e-commerce: the roles of utilitarian value, hedonic value and perceived risk

The role of omnichannel tendency in digital information processing

Purpose

Nowadays some consumers consider themselves as “omnichannels” – they combine both physical and digital channels expecting a seamless shopping experience – since they view their shopping process from a multiple-channel viewpoint. Giving that situation, the aim of this paper is to test the role of consumers’ omnichannel tendency (omni-tendency) in the information processing in the digital channel.

Design/methodology/approach

Based on the Elaboration Likelihood Model (ELM), emotions as well as utilitarian and hedonic experiences are proposed to understand consumer attitude towards the digital store. Through a survey, data were collected from 284 digital shoppers. PLS path modelling and PLS-MGA were used to test the research hypotheses.

Findings

The results confirm that emotions positively affect the evaluation of the experiences, which in turn improves the attitude towards the digital store. Focusing on the differences among consumers, the findings show that for consumers with low omni-tendency the emotions are key to improve the evaluation of their experiences. Moreover, regarding the attitude, consumers with more omni-tendency follow the central route to process the information; and consumers with less omni-tendency follow the peripheral route.

Originality/value

This paper contributes to the literature in three ways. First, this research includes the study of omni-tendency, as a consumer trait, in the information processing developed in the digital channel, ignored in the literature. Second, this work contributes to information processing theories in digital context confirming, specifically the applicability of ELM into the omnichannel context. This offers support to the application of traditional theories to explain new phenomena. Third, and in line with the previous contribution, this work goes a step further in understanding ELM theory by including other constructs –the omni-tendency and emotions– to explain the information processing in the digital context.

Visual Analysis of Merchandise Sales Trend Based on Online Transaction Log

Online transaction log records the relevant information of the users, commodities and transactions, as well as changes over time, which can help analysts understand commodities’ sales. The existing visualization methods mainly analyze the purchase behavior from the perspective of users, while analyzing the sales trend of commodities can better help merchants to make business decisions. Based on the transaction log, this paper puts forward the visual analysis framework of commodity sales trend and the corresponding data processing algorithm. The concepts of volatility and dynamic performance of sales trend are proposed, through which the multi-dimensional sales data of time-oriented are displayed in two-dimensional space. The “Feature Ring” is designed to display the detailed sales information of the products. Based on the above methods, a visual analysis system is designed and implemented. The usability and validity of the visualization methods are verified by using JD online transaction data. The visualization methods enable manufacturers to formulate production plans and carry out product research and develop better.

Investigating Factors Influencing the Behavioral Intention of Online Duty-Free Shop Users

Korean duty-free shops sales rank first among duty-free shops around the world (Generation Research, 2018) and have become a target of interest for academics and industry observers. In particular, attention has been focused on variables affecting the shopping behavior of this fast-growing segment of online duty-free shop users. In this research, the main variables of the technology innovation acceptance model and the target-oriented behavior model are added. Focus is placed on the decomposed theory of planned behavior, and the variables affecting the behavioral intention are identified. A survey is conducted with users of online duty-free shops (Internet, mobile) as targets, and an analysis of the structural equation model is utilized. Among the technology innovation acceptance variables, the factors affecting attitude are compatibility and perceived usefulness. It is determined that only perceived behavioral control has a significant effect on behavioral intention, which is a dependent variable of the decomposed theory of planned behavior, and the attitude and subjective norms are found to have a significant effect on both desire and behavioral intention. Thus, it is confirmed that attitude is a key variable in explaining this research model. This research has academic implications because it examines variables affecting the behavioral intention of online duty-free shop users by integrating the theory of technology innovation acceptance and the decomposed theory of planned behavior, with the addition of a desire variable. Moreover, there are practical implications in that online duty-free shop operators have provided meaningful basic data to establish differentiated marketing strategies from offline duty-free shops with the goal of expanding use. The results of this study are expected to serve as basic data for increasing the behavioral intention of online duty-free shop users and promoting the sustainable development of online duty-free shops in South Korea.

The Unobserved Heterogeneneous Influence of Gamification and Novelty-Seeking Traits on Consumers' Repurchase Intention in the Omnichannel Retailing

As information technology continues to provide a platform for any business willing to engage in diverse channels, it has ushered in a continuous evolution of ways to attract and maintain a given customer base. One of the latest trends seen in the retailing industry is the implementation of an omnichannel business strategy. As a result, the number of businesses now implementing such a strategy has led to a lack of differentiation amongst competitors. Therefore, it is no surprise that omnichannel retailers have had to rethink and acquire a new competitive advantage through the exploration of new and innovative strategic activities. Prior work on services has shown gamification to be a successful strategy in enhancing customer loyalty, promoting positive word-of-mouth, and enhancing greater engagement with the offered service. Also, offering hedonic values (one of gamification's main premises) has been an effective strategy for engaging customers as well as promoting repeat purchase intentions. Despite this, the potential effects of gamification within an omnichannel setting is not yet explored, and thus the rationale of this study. In exploring this gap, we employed means-end chain theory as a basis in which to discover the potential of gamification. Additionally, as gamification is a novel method in omnichannel research, this paper strived to explore the moderating effect of the novelty-seeking traits and unobserved heterogeneous behaviors of consumers. This research was based on 440 valid questionnaires in a survey dataset from Amazon M-Turk. The results provided strong evidence of the underlying proposition within the research models. Specifically, this study showed that gamification could be a potential unique feature used for engaging consumers onto one's platform, especially consumers with a novelty-seeking trait. We did, however, find that this finding does not apply to the case for all consumers. Therefore, the implication of this research suggests to practitioners that its implementation should be approached through an opt-in rather than a compulsory option.

Understanding the Continuance of Mobile Financial Services in Kenya

This study develops an integrated model that extends the means-end theory with customer value research and examines continuance intention towards using mobile financial services. A large-scale online questionnaire targeting M-PESA customers in Kenya was employed to analyze the research model. The results indicate that utilitarian and hedonic values affect continuance intention. Hedonic and personal values impact customer satisfaction, while customer satisfaction influences continuance intention. Customer satisfaction mediates the indirect effects of hedonic and personal values on continuance intention. This study presents a value-based framework to examine the hierarchical influences of customer value on attitudes and outcome behaviors. This study offers several research contributions as well as insights for practitioners to enhance mobile financial services for sustained adoption, use, economic and developmental success.

Discovering the Role of Emotional and Rational Appeals and Hidden Heterogeneity of Consumers in Advertising Copies for Sustainable Marketing

Advertising copies have been considered as a fundamental strategy for firms to continue sustainable marketing strategies. In order to provide the advancement of previous research and practical implication to marketers in the field for sustainable marketing strategy, this research tried to reveal the role of emotional and rational appeals as well as hidden heterogeneity of consumers in the appeal–value–trust–satisfaction–WOM framework. By applying the PLS-SEM and PLS-POS approach to 230 valid questionnaire samples, we could discover the role of appeals in the framework as well as three types of unobserved heterogeneity among the respondents. Both emotional and rational appeals had significant influences on the value–satisfaction–trust–WOM context. In addition, for hidden consumer traits in advertising copies, we revealed three types of consumer groups: Type 1, the consumer group with a rational orientation (n = 68); Type 2, the group with an emotional orientation (n = 74) and Type 3, the group with a utilitarian orientation. This research provided contributions by offering some insight into ways to establish sustainable marketing strategies in advertisements and to address unobserved heterogeneity consumers in advertising copy appeals.

Building brand loyalty and endorsement with brand pages: integration of the lens of affordance and customer-dominant logic

Purpose

Numerous companies have launched brand pages (BPs) on social networking sites to enhance customer-brand communication, cultivate the customer-brand relationship and promote brand loyalty. This study aims to investigate how BP affordances support social commerce.

Design/methodology/approach

The study devises a theoretical model linking the proposed BP affordances (visibility, selectivity, persistence and interactivity) to three customer values (relationship quality, brand experience and smart shopping feeling [SSF]) to encourage brand loyalty and BP endorsement on the part of the customer.

Findings

Data collected from 591 respondents support all proposed hypotheses. The model explains high variances in brand loyalty and BP endorsement, indicating that relationship quality plays a more salient role in producing brand loyalty, while SSF plays a more important role in eliciting BP endorsement.

Originality/value

The study is unique in four ways. First, drawing on the lens of affordance, it proposes specific affordances for BPs and offers empirical results for their applicability. Second, by incorporating CDL into the research model, it illuminates the high explanatory power of these proposed BP affordances on the three customer values. Integrating the S-O-R model with the affordance perspective and CDL provides a more complete picture of the BP phenomenon. Third, it extends the reach of existing work by examining BP endorsement in social media as a dependent variable beyond brand loyalty, with SSF included as another source of values to shed more light on the relationships depicted in the model. Fourth, by taking trait competitiveness into account, it sheds further light on relationships between customer values and BP endorsement.

Factors Influencing Acceptance of Personal Health Record Apps for Workplace Health Promotion: Cross-Sectional Questionnaire Study

Background

Health care technologies can help improve workers’ health and productivity by supporting workplace health promotion. A personal health record app is used to manage medical data such as results from medical checkups, which facilitates decision making for medical personnel. However, an analysis of users’ technology acceptance is required to provide appropriate services based on personal health record apps.

Objective

The purpose of this study was to analyze the factors influencing the behavioral intention of health experts and workers to use an app in workers’ health centers and to examine differences in their perception of the main variables.

Methods

The study involved health experts and workers who visited 21 workers’ health centers in Korea to verify a research model in which perceived risk was added to the unified theory of acceptance and use of technology, a representative theory of information technology acceptance. After receiving ethical approval from the Korea National Institute for Bioethics Policy, 1050 questionnaires were distributed over 7 weeks with cooperation of the Korea Occupational Safety and Health Agency. A multiple linear regression analysis and multigroup path analysis were performed to verify the hypotheses, and independent samples t tests were performed to analyze differences between workers’ and health experts’ perception of the main variables.

Results

The analysis included data from 866 respondents (687 workers and 179 health experts). Effort expectancy (beta=.08, P=.03), social influence (beta=.43, P<.001), performance expectancy (beta=.07, P=.008), and facilitating conditions (beta=.13, P<.001) exerted significant positive effects on behavioral intention, whereas perceived risk (beta=–.29, P<.001) exerted a significant negative effect on behavioral intention. Performance expectancy had a significant effect on path differences depending on gender (critical ratio=–3.38) and age (critical ratio=1.97). Workers’ mean scores for the main variables were higher relative to those of health experts for all remaining variables except perceived risk, and significant differences were observed for all remaining variables except facilitating condition.

Conclusions

Social influence exerted the strongest effect on behavioral intention to use the personal health record app. Consequently, it is necessary to coordinate health promotion activities in the workplace as well as the operational direction of community institutions such as in workers’ health centers to allow workers to manage their own health via continuous use of the app. In addition, the app should be developed based on a requirement analysis of the balance between both interest groups in consideration of differences in perspective between consumers and service providers.

Price or Convenience: What Is More Important for Online and Offline Bookings? A Study of a Five-Star Resort Hotel in Taiwan

Low price or convenience? What is more important for online and offline bookings? For the sustainable development of the hospitality industry, it is necessary to know the opinions of customers about their online/offline hotel booking experiences. This study aimed to predict the customers’ online/offline booking behavior toward a resort hotel in Taiwan by adapting the marketing mix elements. We first designed and executed a detailed questionnaire involving approximately 300 respondents from a five-star hotel in Taiwan, used hypothesis testing to extract important factors from the data, and finally used logistic regression of these factors to predict the customer choices effectively. The study results show that the majority of the customers believe that booking hotel services online provides for a broader choice, offers more discounts and more privacy than available while booking offline, and is cheaper, faster, and more reliable and convenient. The outcomes of logistic regression confirm that “broad choice,” but not “low price” has the most significant impact on the customers booking a resort accommodation online or offline. Furthermore, the results of the analysis of variance (ANOVA) show that the younger customers (under the age of 45) and those with university degrees are significantly more likely to make the reservations online for a resort. The findings and the recommendations can provide valuable inputs to the resort industry practitioners in Taiwan for improving the online booking services.

From freemium to premium: the roles of consumption values and game affordance

Purpose

The purpose of this paper is to facilitate understanding of how to convert free players to paid consumers in free-to-play games.

Design/methodology/approach

Drawing on the consumption value framework and affordance theory, the present study argues that in-game purchase behaviors are determined by multiple consumption values of in-game items. The perceptions of consumption values were influenced by game affordances. The model was tested, using data from an empirical survey with 2,006 free-to-play game players.

Findings

Monetary, enjoyment and social values of in-game items positively predict purchase behaviors in free-to-play games. Game fairness and balance of challenges and skills significantly influence perceived enjoyment value.

Research limitations/implications

The findings of this study provide operable implications to facilitate in-game consumption. The model was tested within the context of free-to-play multiplayer online battle arena (MOBA) games; however, caution is advisable when generalizing the findings to other subgenre of games.

Originality/value

This study extended and thus validated the consumption value framework in the context of free-to-play MOBA games. This study explored the antecedents of consumption values from the perspective of game affordance.

An Exploration of the Impact of Virtual Reality Interfaces on Online Shopping

Virtual reality presents exciting new opportunities for e-commerce with regard to the development of innovative shopping services. This article reports on an experimental investigation into the coordinated use of two human-computer interfaces (HCIs) for online shopping: virtual reality (VR) and webpages. We adopted the uses and gratification theory and technology acceptance model to determine how these HCIs affect online shopping intentions. Data from 98 participants revealed that entertainment value, informativeness, perceived ease-of-use, and perceived usefulness are the primary factors influencing the intention to use the VR HCI for online shopping (p < 0.05). Informativeness, perceived ease-of-use, and perceived usefulness are the main factors influencing the intention to use the webpage HCI for online shopping (p < 0.05). This study provides insights for businesses how to develop innovative shopping services using VR.

Exploring Determinants of Consumers’ Platform Usage in “Double Eleven” Shopping Carnival in China: Cognition and Emotion from an Integrated Perspective

There is a great deal of interest concerning how e-commerce in China can be developed in sustainable ways. Answering this question requires not only the strategic management at the aggregate level, but also developing a micro framework that can effectively understand the cognitive-behavioral pathway of consumers in various online contexts. This paper focuses on the “Double Eleven” Global Online Shopping Carnival (GOSC) in China and attempts to investigate the determinants of consumers’ behaviors of shopping platform usage. The distinguishing feature of this study is that we define GOSC as a unique scenario compared to normal online shopping context, where consumers’ emotional state towards such an event plays a larger role in determining behaviors. Based on Cognitive Emotion Theory (CET), the main findings of this paper suggest that (1) consumers’ behaviors of online platform usage can be affected by both cognitions related factors, including price value, gamification and personalized services, and by emotional state such as having arousal and being pleasured; (2) cognition has an effect on emotional state, such as the positive effect of price value on arousal and pleasure or gamification on arousal. Our study, therefore, has highlighted a number of key points to the sustainable development of GOSC. Limitations and further research directions are also discussed.

Will Consumers Pay More for Efficient Delivery? An Empirical Study of What Affects E-Customers’ Satisfaction and Willingness to Pay on Online Shopping in Bangladesh

The delivery of products to the end consumer has been widely considered in the e-commerce sector as new challenges to reach customers and provide them with timely and efficient delivery have surfaced. Less focus has been given to information about delivery efficiency that impacts online shoppers’ relations with e-retailers. This study’s research model builds on the extended unified theory of acceptance and use of technology (UTAUT-2) by adding the critical e-commerce variables of delivery efficiency, cost-saving efficiency, and online purchase experience (shopping satisfaction and subsequent willingness to pay). The conceptual model was tested, and samples were collected using an online survey hosted on Google Forms using e-mail in Bangladesh. The findings show that consumers’ willingness to pay is enhanced by satisfaction with online shopping and delivery efficiency. The study also contributes insights into how cost-saving efficiency affects online customer satisfaction and the intention to repurchase. Also, by applying hierarchical regression analysis, this study contributes to understanding how e-retailers can provide a functional online experience for customers. Finally, our findings offer guidelines to e-retailers regarding increasing shopping satisfaction, the intention to repurchase, and the willingness to pay more.

Understanding Country Level Adoption of E-Commerce

This paper provides a theoretically grounded model of e-commerce adoption to explain differences in adoption rates among countries. The model extends the existing culture-policy-technology (CPT) framework to examine causal relationships between the technological, institutional, and cultural factors in order to examine country-level e-commerce adoption. Thus, interesting relationships among macro-level factors are hypothesized. The paper highlights the important of risk mitigating mechanisms or institutions to facilitate adoption of e-commerce in countries with high uncertainty avoidance. A call for empirical examination into country level adoption is answered by analyzing macro level data from 69 countries. The hypotheses are confirmed using PLS analytical procedures. The study is timely as e-commerce technology has now taken hold in several countries but its revenues in proportion to the overall total revenues remain low. The study is motivated by significant different in e-commerce adoption rates among countries. The paper makes significant contributions to literature and practice.

Trust, Risk and Alternative Website Quality in B-Buyer Acceptance of Cross-Border E-Commerce

Cross-border e-commerce (CBEC) has become an imperative mode for global trade. Research on cross-border e-commerce historically focuses mainly on the customer's behavior intention to purchase on a CBEC platform. However, B-buyers are more important compared with C-buyers for CBEC platforms. This is because B-buyers can contribute more gross merchandise volume (GMV) in a CBEC platform, and thus more margin for the firm. The authors apply trust transfer theory, perceived risk, and alternative website quality to study repurchase intention, focusing on B-buyers. The results show that perceived risk, trust in provider, and trust in the website affect repurchase intention significantly, where trust in website is found to be the most important factor. In addition, the authors found that the dimensions of perceived risk in CBEC context can be classified as the following: customer duties risk, confiscation risk, delivery risk, financial risk, and privacy risk. The contributions of the study are addressed lastly.

Perceived Mental Benefit in Electronic Commerce: Development and Validation

There is no denying that electronic commerce has brought many benefits to consumers. In the competitive market, capturing the benefit that customers perceived will be the best way for the sustainability of online businesses. However, in the context of increasing human life quality, re-examining the beneficial dimensions of electronic commerce (e-commerce) is a necessity. This study aims to develop and validate a perceived benefit scale of e-commerce concerning the mental viewpoint. The qualitative research and quantitative research method are used according to the development and validation procedure proposed by Churchill in 1979. The research result indicates that the perceived mental benefit of online shopping is in the second-order concept of four dimensions, including perceived shopping enjoyment, perceived social interaction, perceived discreet shopping, and perceived control. Some research and managerial implications are proposed.

Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites

With the intensification of globalization and the widespread adoption of the internet, cross-border e-commerce has become a popular way of shopping. In order to investigate the sustainable development of the cross-border online purchase intention, we propose the framework that uses electronic word of mouth, perceived value, website design quality, trust, perceived risk and the uncertainty avoidance index as the exogenous variables, which influenced the continuance intention towards cross-border shopping and was mediated by the satisfaction of the customers. The results showed: (1) Among all the suggested independent variables, electronic word of mouth, website design quality, trust and the uncertainty avoidance index significantly predicted the satisfaction of the customers; (2) Customer satisfaction towards the websites significantly predicted the continuance intention of users. A detailed explanation of the results and implications for the theoretical and managerial implications for practitioners and academic researchers in the sustainable promotion and development of e-commerce is discussed.

Understanding Consumers’ Loyalty to an Online Outshopping Platform: The Role of Social Capital and Perceived Value

We draw upon the social capital theory in order to discuss how three dimensions of social capital affect consumer value and loyalty to online outshopping platforms. After considering the characteristics of consumers, we propose that the structural, relational, and cognitive dimensions of social capital promote consumers’ perceptions of utilitarian and idea shopping value, and that those perceived values increase loyalty to online outshopping platforms. The survey data of 291 Chinese consumers with online outshopping platform experience are used to test the model. The results show that different dimensions of consumers’ social capital influence their loyalty through different values. Utilitarian value mediates the effects of structural capital and cognitive capital on loyalty, whereas hedonic value (ideal shopping value) mediates the effects of structural and relational capital on loyalty.

The willingness to disclose personal information

Purpose

Customer privacy and security are major concerns. Online firms worldwide collect customer data for various reasons. This study aims to investigate factors that motivate and hinder a customer’s willingness to disclose personal information (WTD) to online firms on e-commerce websites.

Design/methodology/approach

Based on an extensive literature review, three sets of factors have been identified. These sets of factors are privacy concern, perceived disclosure benefits and privacy assurances. It is hypothesized that privacy concerns negatively affect the disclosure of personal information, while the perceived benefits of disclosure have positive effects. Privacy assurances would positively affect information disclosure and attenuate the negative effect of privacy concerns on the disclosure of personal information. The authors gathered data from 253 online customers in Saudi Arabia.

Findings

The results indicate that perceived disclosure benefits and privacy concerns have a significant positive and negative relationship, respectively, with WTD online. Privacy assurances had neither a direct nor a moderating effect on information disclosure.

Research limitations/implications

The findings will inform online firms about the factors that prevent or motivate customers to disclose personal information.

Originality/value

The effect of privacy concerns and benefits on personal information disclosure are not fully understood in Saudi Arabia. This study reveals more insights into the specific factors that make online customers reluctant or motivated to disclose their personal information.

Winning engaged consumers

Purpose

Under the sunlight of social commerce, few concepts have blossomed like value co-creation. But when blurred strategies are implemented, the opportunity to wilt a brand is high. To avoid the miscues and the controversies, an ascendant step is to engage consumers with social commerce sites. The purpose of this paper is to propose three antecedents to engage consumers with social commerce sites, namely, social support, social commerce value and social commerce information sharing, and the effect of brand engagement on the intention of brand co-creation.

Design/methodology/approach

This study used survey data from 234 Iranians with experience using social commerce sites. Variance-based structural equation modeling using the partial least squares path modeling approach was adopted to analyze the structural model.

Findings

The authors found that social support, social commerce value and social commerce information sharing positively foster brand engagement. The study also revealed that brand engagement is a significant predictor of brand co-creation intention.

Originality/value

The study is the first study that considers and explains brand engagement from social support theory, social commerce value theory and social commerce information exchange. Also, the study shows how consumers can be an integral part of a brand. Unlike other studies which were done in industrialized countries, this study was employed in Iran.

Does Identification Influence Continuous E-Commerce Consumption? The Mediating Role of Intrinsic Motivations

The motivation behind online consumption behavior is different from that of online social behavior, and research is lacking regarding the impact of identification on e-commerce consumption. The current research examines the influence of identification, which is perceived anonymity, and intrinsic motivation on the continuous purchasing behaviors on retailing e-commerce websites based on self-determination theory. The mediating role of intrinsic motivation was also empirically tested from a sample of 661 frequent consumers using the partial least squares approach. The findings were: (1) Identification negatively influences perceived anonymity, and its low, but significantly positive, influence on continuous e-commerce consumption were totally mediated by perceived competence, perceived autonomy, and perceived relatedness. (2) Perceived anonymity positively influences self-determination factors, which has partly mediating impact between perceived anonymity and continuous consumption. (3) The authenticity and concealment of identity are based on different mechanisms, but both of them are conducive to promoting continuous purchases. On retailing e-commerce websites, customers’ identity management should consider both identification in the background and anonymity perception in the service, and the contributions of the service to promote consumers’ perceived competence and perceived autonomy are important in continuous consumption.

Mobile commerce adoption among the bottom of the pyramid: a case of street vendors in Thailand

Purpose

This study aims to investigate the applicability of technology acceptance model in explaining technology adoption among street vendors in Thailand as a representation of emerging economies.

Design/methodology/approach

A pen-and-pencil survey was administered to 370 street vendors in Bangkok; 356 usable surveys were analyzed for a completed rate of 96.2 per cent. Structural equation modeling was used to analyze the data.

Findings

This study contributes to the existing technology acceptance literature as follows: First, the predictive power of the technology acceptance model is strong and holds true for street vendors. Second, it revealed that the relationship of entrepreneurial orientation and technology adoption is completely connected through the decision-making process (i.e. trust and system characteristics, otherwise known as usefulness and ease of use). Finally, the degree of product differentiation strengthens the positive relationship between perceived usefulness and the intention to use mobile commerce.

Originality/value

This study advances the previous research on e-commerce adoption in settings outside the formal sector. More specifically, this study developed and validated the extended technology acceptance model in the smallest-scale of entrepreneurs, street vendors, to increase the understanding of the adoption of m-commerce.

Information self-disclosure on mobile instant messaging applications

Purpose

The purpose of this paper is to develop a conceptual framework, which identifies intrinsic, social and extrinsic gratification factors as essential individual factors influencing users’ disclosure of personal information via mobile instant messaging (MIM) applications (apps). In addition, the author has examined whether gender affects those different factors of gratification.

Design/methodology/approach

Data are collected via paper-based survey from university students who use MIM in the United Arab Emirates. Structural equation modeling is used to test the hypotheses that are presented in the model.

Findings

The findings show that intrinsic gratifications (entertainment and escapism) and social gratifications (social interaction) have positive effects on the depth and breadth of self-disclosure via MIM apps. Additionally, women’s self-disclosure of personal information is positively affected by social influence, while men are not influenced by this type of gratification.

Originality/value

The study aims to enhance the current understanding of the limited research on the uses and gratifications approach within the context of MIM apps to identify the gratifications that motivate MIM apps users to disclose personal information.

Firms’ continuance intention on SaaS use – an empirical study

Purpose

Although studies have investigated reasons for software as a service (SaaS) adoption, it is unclear how firm-level SaaS use impacts future SaaS intentions. The purpose of this paper is to propose a theoretical model that integrates the technology-organization-environment framework, institutional theory, diffusion-of-innovation theory and the opportunity-risk framework to analyze the drivers of SaaS use and its continuance intention.

Design/methodology/approach

The authors evaluated the direct, moderating and mediating effects of determinants on SaaS continuance intentions using structural equation modeling and data from 301 firms.

Findings

Results found that top management support and normative pressures influenced SaaS use. Cost saving and security concerns were direct predictors of perceived opportunities and perceived risks, respectively. Perceived opportunities and risks and actual SaaS use influenced SaaS continuance. Interestingly, perceived opportunities were found to be a negative moderator on the relationship between SaaS use and SaaS continuance.

Originality/value

The results reveal insightful and controversial findings for SaaS research.

Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of two Research Approaches

The study of consumers’ satisfaction has generated empirical research in the last few decades, with new challenges, such as a specific lens on online consumers’ satisfaction. During the last decades, two well-differentiated research traditions can be observed: cognitive and affective. A wide range of antecedents of consumers’ satisfaction has been proposed. The present contribution empirical research conducted under these two perspectives to determine which variables are related to satisfaction, the direction of these relationships, and the differences between the two dominant approaches. We conducted a systematic review of 104 empirical studies on consumers’ satisfaction published between 1975 and 2017. The findings showed that both the cognitive and the affective tradition yield statistically significant precursors of satisfaction. A comparison between empirical studies exploring consumers’ satisfaction in traditional versus by Internet purchasing behavior showed an increasing relevance of cognitive facets in traditional consumer behavior. Empirical evidence exploring differences between consumers’ satisfaction with purchasing goods versus hiring services showed that both cognitive and affective predictors strongly impact when services are hired versus consuming goods. This article concludes with a discussion of these results and their implications.

Influences and Intention of Consumer's Online Shopping Decision

Many researchers in Jordan tried to study customers' behavior in the domain of online shopping to understand consumers' attitudes and behaviors towards the adoption process. Still, a lot of work is to be done as customers real usage and adoption level is low which entails more research to be done to investigate the main reasons behind such behavior. In response, this article aims to shed light on consumers' attitudes towards online shopping decisions and extends the technology acceptance model ease of use, perceived usefulness) of the technology acceptance model (TAM) with four factors (trust, security, privacy, and risk). As such, 200 undergraduate and postgraduate students from Yarmouk University formulate the sample of this study. Findings indicate that the six factors are significantly impact consumers' intention to adopt online shopping. Additionally, the F-test of this study indicates that a linear relationship exists between the model's variables and consequently they can be utilized to study this process.

Continuous Use Intention of E-Government Portals the Perspective of Older Citizens

This study aims to examine the effect of perceived value, perceived behavioural control and social influence on older citizens' attitude toward e-government portals and their continuous use intention. Through a questionnaire survey, primary data are collected from 123 older citizens aged 50 and above who use e-government portals. The findings show that older citizens generally have positive attitude toward e-government portals and are favourable on their continuous use intention. Older citizens rate cost, convenience, and information accuracy as the most important dimensions of perception of value of e-government portals. All the three determinants of older citizens' attitude toward e-government portals are positive and statistically significant, with perceived behavioural control having the strongest effect on attitude, followed by perceived value and social influence. Older citizens' attitude also positively and strongly relates to their continuous use intention of e-government portals.

Analysis on Consumers’ Purchase and Shopping Well-Being in Online Shopping Carnivals with Two Motivational Dimensions

The development of online shopping carnivals (OSCs) is in full bloom due to the support of logistics industry and information technology. More and more people are keen to participate in them. This study contributes to literature by exploring the role of motivational factors (based on utilitarian and hedonic shopping values dimension) of the intention to participate in the actual purchase behavior of consumers and their shopping well-being in OSC. A model is developed and tested to explain consumers’ shopping process in the context of OSC. Results show that hedonic shopping values are primarily influenced by entertainment construct, and utilitarian shopping values are positively related to monetary saving, selection, and convenience. Furthermore, the correlation between hedonic shopping value and intention to participate is higher than that between utilitarian shopping value and intention to participate. The findings indicate that intention to participate in OSC exerts a stronger influence on shopping well-being than the effect on actual purchases.