The purpose of this paper is to analyse the role of perceived value on post-acceptance behaviour for users of advanced mobile messaging services (AMMS). The paper also compares differences in the influence of perceived value on satisfaction and of satisfaction on loyalty to AMMS in Spain and Greece, to test the moderating effect of culture.
Partial least squares path modelling is used to test the model. Perceived value is modelled as a multidimensional reflective construct with four dimensions. Culture is studied at a national level. Differences between countries are tested using the multigroup analysis approach proposed by Henseler et al. (2009).
Perceived value contributes significantly to satisfaction. Satisfaction also has a significant effect on loyalty. Regarding the moderating effect of culture, the influence of perceived value on satisfaction is higher in Greece than in Spain. The authors report similar findings for the effect of satisfaction on loyalty, demonstrating the relevant moderating role of cultures with different degrees of masculinity, uncertainty avoidance and collectivism.
This cross-cultural comparison enables mobile phone companies to understand how to provide the greatest value with AMMS in each country in order to increase user satisfaction and loyalty to the service.
This is one of the first studies that develops cross-cultural research to analyse the post-acceptance of mobile services. It analyses the effect of perceived value and satisfaction, making an original comparison of two countries generally considered too similar to be compared.
The authors are grateful for the financial support of the Government of Aragon and the European Social Fund (“GENERES” Group S-09) and the Spanish Ministry of Economy and Competitiveness and FEDER (Projects No. ECO2015-64567-R and ECO2014-53837R). The authors also appreciate the valuable comments and suggestions made by the editor-in-chief, the review manager and the reviewers throughout the review process.
Hernandez-Ortega, B., Aldas-Manzano, J., Ruiz-Mafe, C. and Sanz-Blas, S. (2017), "Perceived value of advanced mobile messaging services: A cross-cultural comparison of Greek and Spanish users", Information Technology & People, Vol. 30 No. 2, pp. 324-355. https://doi.org/10.1108/ITP-01-2014-0017Download as .RIS
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