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Article
Publication date: 15 August 2008

Echo Huang

The purpose of this paper is to present a conceptual model based on technology acceptance with extended antecedent variables (entertainment and irritation) to examine the…

Abstract

Purpose

The purpose of this paper is to present a conceptual model based on technology acceptance with extended antecedent variables (entertainment and irritation) to examine the impact of use and gratification on e‐consumers' acceptance of B2C Websites.

Design/methodology/approach

Data were collected from a total of 238 EMBA and undergraduate students from three different Taiwan universities. Structural equation modeling (SEM) was used to evaluate the conceptual model in terms of overall fit, explanatory powers and causal links.

Findings

The analytical results showed that entertainment gratification, irritation surfing experience (mass medium), perceived usefulness and ease of Web use (information systems) are important predictors of e‐consumers' use intention. The integrated model was then assessed for variance in explanatory power regarding consumer attitude and intention toward B2C Websites.

Practical implications

Intention to use the Web is the predictor of actual use, purchase and information‐seeking behaviors in e‐consumers. Creating entertaining content and reducing distracting processes can enhance acceptance of B2C Websites.

Originality/value

A theoretical model incorporating U&G constructs into a technology acceptance model was used to investigate e‐consumer behavior in Taiwan. Although ease of use and usefulness are perceived as important issues in traditional IS environments, U&G provides managers with a different perspective.

Details

Internet Research, vol. 18 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 7 August 2017

Brian F. Blake, Steven Given, Kimberly A. Neuendorf and Michael Horvath

The purpose of this paper is threefold: first, to present a framework of five “facets,” i.e., distinct but complementary ways in which the observed appeal of a consumer…

Abstract

Purpose

The purpose of this paper is threefold: first, to present a framework of five “facets,” i.e., distinct but complementary ways in which the observed appeal of a consumer shopping site’s features can potentially be generalized across product/service domains (the authors call this framework the feature appeal generalization perspective); second, to determine if and how observed feature preferences for consumer electronics, bookstores, and sites “in general” generalize across domains; third, to test hypotheses about the impact of frequency of domain usage upon feature generalizability.

Design/methodology/approach

Via an online survey administered in a controlled laboratory setting, 313 respondents evaluated 26 website features in three domains (books, electronics, general) for a total of 24,414 preference judgments.

Findings

Two facets, individual feature values and within domain evaluative dimensions, revealed minimal generalizability, while there was moderate comparability across all domains in between domain feature correspondence. Personal preference elevation could be generalized between books and general, but not between these two and electronics. Differentiating dimensions showed that preferences were not generalizable from electronics to books and general because consumers wanted electronics features to provide “flashy sizzle” and books/general features to give “comfortable safety.” As hypothesized, patterns of generalizability coincided with frequency of domain usage.

Research limitations/implications

Practitioners should not apply published studies of feature appeal to their domain of interest unless those studies directly analyzed that domain. Scientists should incorporate all five facets in modeling what attracts consumers to commercial websites.

Originality/value

This is the first multidimensional analysis of the generalizability of site feature appeal across business-to-consumer product/service domains, and the first to propose this integrated evaluative framework with its unique facets.

Details

Internet Research, vol. 27 no. 4
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 23 March 2020

Lukas Frank, Rouven Poll, Maximilian Roeglinger and Rupprecht Lea

Customer centricity has evolved into a success factor for many companies, requiring all corporate activities – including business processes – to be aligned with customer…

Abstract

Purpose

Customer centricity has evolved into a success factor for many companies, requiring all corporate activities – including business processes – to be aligned with customer needs. With most existing approaches to business process (re-)design focusing on process efficiency, customers are often treated as second-class citizens. Despite emergent research on customer process management, there is a lack of guidance on how to design customer-centric business processes.

Design/methodology/approach

The authors conducted a structured literature review and analyzed companies awarded for outstanding customer centricity to compile design heuristics for customer-centric business processes. The authors iteratively validated and refined these heuristics with experts from academia and industry. Finally, the heuristics was grouped according to their expected impact on interaction capabilities to enable their prioritization in specific settings.

Findings

The authors proposed 15 expert-approved and literature-backed design heuristics for customer-centric business processes together with real-world examples. The heuristics aim at increasing customer satisfaction with interaction-intensive core processes, which is an important driver of corporate success.

Originality/value

The design heuristics complement existing efficiency-centered (re-)design heuristics. They reflect cognitive shortcuts that support process analysts in the generation of innovative ideas during process (re-)design. The heuristics also add to customer process management and help put customer centricity into practice.

Details

Business Process Management Journal, vol. 26 no. 6
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 10 June 2019

Rosy Boardman and Helen McCormick

This paper aims to investigate how apparel product presentation influences consumer decision-making and whether there are any differences between age groups.

Abstract

Purpose

This paper aims to investigate how apparel product presentation influences consumer decision-making and whether there are any differences between age groups.

Design/methodology/approach

A mixed methodology was used including eye-tracking and qualitative in-depth interviews, with a purposive sample of 50 participants between age 20 and 70.

Findings

A higher number of product presentation features resulted in increased positive visual, cognitive and affective responses as consumers wanted as much visual information as possible to aid decision-making. Images of models attracted the most attention and were the most influential product presentation feature, followed by mannequin images and the zoom function. The 20 s spent much less time viewing and interacting with the product presentation features than middle age groups (30 s-50 s), had minimal fixations on mannequin images and had a much quicker decision-making process than other age groups.

Practical implications

The research informs retailers which product presentation features are the most effective for their target market to aid consumer decision-making with the aim of reducing returns.

Originality/value

The paper contributes to the literature by providing more in-depth insights than previous studies into the impact of online product presentation on consumer decision-making by using qualitative research and eye-tracking. The research also explores more product presentation features than previous research and investigates the presentation of apparel products, which are notoriously the most difficult products for consumers to assess online. The research is unique in its exploration of age differences in relation to product presentation features.

Details

Qualitative Market Research: An International Journal, vol. 22 no. 3
Type: Research Article
ISSN: 1352-2752

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Article
Publication date: 28 November 2018

Monica Faraoni, Riccardo Rialti, Lamberto Zollo and Anna Claudia Pellicelli

The purpose of this paper is to investigate the micro-linkages fostering consumers’ e-loyalty in grocery retailers B2C e-commerce context. Specifically, the authors…

Abstract

Purpose

The purpose of this paper is to investigate the micro-linkages fostering consumers’ e-loyalty in grocery retailers B2C e-commerce context. Specifically, the authors focused on the neglected role of security, privacy and website design. Grocery retailing has been selected as the context of research because grocery retailers too have been required to develop B2C e-commerce platforms to meet their consumers’ evolving preferences.

Design/methodology/approach

A survey was distributed to several students from University of Florence (Italy). Structural equation modeling was used to compile the research, and its results reflect the impact on e-loyalty development on specific features of the e-commerce environment.

Findings

The main findings of this research are related with the importance of website characteristics as antecedents of e-loyalty in online grocery retailing.

Originality/value

Albeit the explored phenomenon has been subject to extensive study, some of its facets are yet to be fully explored. In particular, though the influence of e-trust, e-satisfaction and e-commitment on e-loyalty has been shown, little attention has been paid to the factors affecting these three antecedents of e-loyalty. In this regard, this research focuses on the importance of B2C e-commerce platform characteristics such as security, perceived relationship investment and website design. In addition, the phenomenon was scarcely explored in grocery retailers B2C e-commerce context.

Details

British Food Journal, vol. 121 no. 2
Type: Research Article
ISSN: 0007-070X

Keywords

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Article
Publication date: 30 March 2020

Jing Zhang and Mingfei Du

This study aims to investigate how business-to-business (B2B) companies use message strategies on social media platform and how these strategies are effective in improving…

Abstract

Purpose

This study aims to investigate how business-to-business (B2B) companies use message strategies on social media platform and how these strategies are effective in improving customer perceived value and encouraging customer engagement, as well as how B2B companies differ from business-to-customer (B2C) counterparts in terms of utilization and effectiveness of social media message strategy.

Design/methodology/approach

Based on content analysis of Sina Weibo brand pages and survey of website visitors, this paper examines the differences of social media message strategies and their impacts upon customer perceived value and customer engagement between B2B and B2C companies.

Findings

B2B companies use more rational appeals and less emotional appeals, have lower degree of informativeness and perform better in interactivity and variety than B2C companies. These five dimensions of message strategy have different roles in engaging customers via perceived value across B2B and B2C settings.

Originality/value

The research makes significant contributions to B2B social media marketing literature by answering two interrelated questions, namely, “What companies are doing?” and “What companies should do?” on social media websites. Besides, it provides insightful implications for B2B companies on how to implement appropriate message strategies in their social media marketing efforts by conducting Importance-Performance Analysis.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 4
Type: Research Article
ISSN: 0885-8624

Keywords

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Article
Publication date: 13 March 2019

Lei Shen, Qing Liu, Zhebin Xue and Li Zhang

With the application and development of intelligent clothing and wearable technology, the term “micro-interaction” has gradually entered people’s lives. The paper aims to…

Abstract

Purpose

With the application and development of intelligent clothing and wearable technology, the term “micro-interaction” has gradually entered people’s lives. The paper aims to discuss this issue.

Design/methodology/approach

The paper takes the concept of “micro-interaction” as the design principle, starting from the consumer demand, combing the realization mode of the intelligent safety clothing in recent years, and finds out the existing problems in the design of the intelligent safety clothing.

Findings

Under the concept of micro-interaction, a new theoretical model has been proposed to study intelligent safety clothing. Finally, the paper also emphasizes the importance of the industrialization of the proposed model.

Originality/value

The paper proposes a new research and development mode for intelligent clothing in safety protection area which is a pioneering study and can be valuable for safety clothing manufacturers to produce more functional and attractive products.

Details

International Journal of Clothing Science and Technology, vol. 31 no. 3
Type: Research Article
ISSN: 0955-6222

Keywords

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Article
Publication date: 29 May 2019

Saeidi Ramyani Saleh, Ehsan Mousavi Khaneghah, Nosratollah Shadnosh and Amirhosein Reyhani ShowkatAbad

This paper aims to propose a mathematical model for describing and clarifying the relationships among the indicators governing the social values of special customers in…

Abstract

Purpose

This paper aims to propose a mathematical model for describing and clarifying the relationships among the indicators governing the social values of special customers in business-to-consumer (B2C) e-commerce systems. This mathematical model is also able to describe the degree of adaptability of e-commerce systems to the social values of specific clients, and commercial firms are able to use the parameters described in this paper to increase the versatility and has the power to trade with special customers in different areas.

Design/methodology/approach

In this paper, while analyzing the issue of trading from the point of view of the customer as an element of trading, the affecting factors the trading space have been extracted. These affecting factors are categorized in three major groups: culture, technology and customers. This classification is based on the e-commerce and developing the traditional commerce. Using the mapping functions, the effects of each element in these three spaces on the concept of social values have been analyzed. The result of this analysis is the mathematical model governing each parameter and its semantic relation with the concept of social value.

Findings

The presence of a mathematical model between the indicators influencing the model adaptability and social values space allows e-commerce system designers to be able to make decisions on the adaptability of the model with a quantitative approach. To examine the proposed mathematical models, important frameworks and patterns in the field of e-commerce have been analyzed with an Islamic approach, as one of the adaptations of B2C e-commerce model.

Research limitations/implications

Regarding the innovation of the work, the case has been made, and the concept of social value and the model governing the elements of social values in this paper, in a B2C e-commerce model, has been discussed in general; the problem is parametric solved.

Practical implications

One of the key concepts in commerce is the ability of the commerce model to adapt to the requirements of special customers. This is more important in costumer-based e-commerce models. In these types of systems, if the commerce cannot match the customer’s characteristics, it will not be accepted and used by customers. This is especially more important in the field of social values for customers.

Originality/value

In this paper, a mathematical model is presented to examine the adaptability of e-commerce systems to the social values of special customers. In examining this model, the relationship between each element affecting the social value of specific customers and the factors affecting trade has been studied.

Details

Journal of Islamic Marketing, vol. 10 no. 4
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 28 June 2019

Atanu Nath, Parmita Saha and Esmail Salehi-Sangari

The purpose of this paper is to call for a scrutiny of the dualist approach to business-to-business (B2B) and business-to-customer (B2C) marketing in industries driven by…

Abstract

Purpose

The purpose of this paper is to call for a scrutiny of the dualist approach to business-to-business (B2B) and business-to-customer (B2C) marketing in industries driven by consumer-generated content. It posits that individual consumer-centric factors are influential for B2B marketing as well in sectors such as the travel industry and investigates the determinants of tourists’ intention to use social media websites for travel planning.

Design/methodology/approach

Integrating constructs from IS and marketing literature, the paper proposes information quality and perceived enjoyment as antecedents of perceived usefulness, attitude and intention to use. The research model is tested using data from social media users with experience in travel planning.

Findings

Results show that perceived usefulness and information quality are stronger predictors of attitude and behavioral intention than perceived enjoyment. Enjoyment was not found to be strongly influential. Relevancy and reliability of information and its usefulness concerning travel-planning needs were found more influential.

Research limitations/implications

Data were collected from social media users, raising possible issues of representativeness.

Practical implications

The paper offers clarity regarding antecedents of downstream user behavior which can be of significant value. Demarcations in B2B and B2C perspectives blur in the context of social media, enabling more effective integration.

Originality/value

The paper brings in and validates the roles of information quality and enjoyment as influencers of behavior. Identifying the travel industry as a sector having greater likelihood of B2BC convergence, the paper extends IS adoption research to user-interactive sites in the travel-planning context, which can benefit the consumer as well as the supply side.

Details

Journal of Business & Industrial Marketing, vol. 34 no. 7
Type: Research Article
ISSN: 0885-8624

Keywords

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Article
Publication date: 18 June 2018

Zheshi Bao and Taozhen Huang

The purpose of this paper is to explore the roles of flow experience and e-trust in online consumers’ stickiness intentions from a perspective of information quality and…

Abstract

Purpose

The purpose of this paper is to explore the roles of flow experience and e-trust in online consumers’ stickiness intentions from a perspective of information quality and discuss how to retain these consumers.

Design/methodology/approach

The authors proposed a research model by integrating three dimensions of information quality, flow experience and e-trust. These factors were analyzed to explore the direct and indirect effects on consumers’ stickiness intention. Online questionnaires were adopted to collect data and 259 valid samples were analyzed by structural equation modeling approach.

Findings

The findings show that information quality provided by B2C online shopping malls can indirectly affect consumers’ stickiness intention through the mediation effects of flow experience and e-trust. Besides, flow experience can also significantly affect e-trust and then indirectly influence stickiness intention.

Research limitations/implications

The findings suggest that information quality can trigger the effects of flow experience and e-trust to keep stickiness of online consumers. Besides, in the context of online shopping, flow experience would promote consumers’ trust toward e-retailers. Some other theoretical and practical implications are also provided.

Originality/value

This study indicates the effects of flow experience and e-trust on stickiness intention from an information quality perspective. Meanwhile, the authors also intend to discuss the relationship between consumers’ flow experience and e-trust in the context of B2C online shopping.

Details

International Journal of Web Information Systems, vol. 14 no. 2
Type: Research Article
ISSN: 1744-0084

Keywords

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