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Article
Publication date: 7 August 2017

Fei Liu, Bo Xiao, Eric T.K. Lim and Chee-Wee Tan

The purpose of this paper is to advance product appeal and website appeal as focal psychological mechanisms that can be invoked by business-to-consumer e-commerce sites to…

4320

Abstract

Purpose

The purpose of this paper is to advance product appeal and website appeal as focal psychological mechanisms that can be invoked by business-to-consumer e-commerce sites to mitigate problems of information asymmetry via signaling to bolster consumers’ purchase intention under the influence of trust.

Design/methodology/approach

Survey approach was employed to validate the research model.

Findings

Website appeal partially mediates the positive effect of product appeal on consumers’ purchase intention. Trust in e-commerce sites not only increases purchase intention directly, but it also reinforces the positive relationship between website appeal and purchase intention while attenuating the positive relationship between product appeal and purchase intention. Service content quality, search delivery quality, and enjoyment are confirmed as positive antecedents of website appeal whereas diagnosticity and justifiability are established as positive antecedents of product appeal.

Research limitations/implications

This study not only delineates product and website appeal as complementary drivers of consumer purchase on e-commerce sites, but it also derives five signals that aid in bolstering both product and website appeal. Trust is revealed to exert a moderating influence on the impact of product and website appeal on purchase intention.

Practical implications

Practitioners should prioritize their resource allocation to enhance qualities most pertinent to product and website appeal. E-commerce sites should offer product-oriented functionalities to facilitate product diagnosticity and reassure consumers of their purchase decisions.

Originality/value

This study distinguishes between product and website appeal as well as between their respective antecedents. It also uncovers how trust can alter the effects of both website and product appeal on consumers’ purchase intention.

Details

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

Keywords

Article
Publication date: 10 April 2017

Fei Liu, Bo Xiao, Eric T.K. Lim and Chee-Wee Tan

By delineating electronic word-of-mouth (e-WOM) into numerical rating and opinionated review, the purpose of this paper is to advance a research model that articulates how…

1331

Abstract

Purpose

By delineating electronic word-of-mouth (e-WOM) into numerical rating and opinionated review, the purpose of this paper is to advance a research model that articulates how the provision of e-WOM can aid in alleviating consumers’ distrust of online service providers, a key determinant in the former’s adoption of the latter. The authors also endeavor to uncover the role gender plays in moderating the aforementioned relationship between e-WOM and distrust.

Design/methodology/approach

The research model was validated via a field survey administered on 115 college students and faculty members, who had been exposed to a custom-developed online restaurant review website. SmartPLS 2.0.M3 was employed to verify both the measurement and structural properties of the research model.

Findings

Distrust reduces male consumers’ perceptions of usefulness and ease of use toward an online service provider while increasing their adoption intention. For their female counterparts, distrust reduces both perceived ease of use and adoption intention for an online service provider. Additionally, for male consumers, only opinionated review aids in alleviating distrust. Conversely, both numerical rating and opinionated review aid in alleviating the distrust of female consumers. Moreover, in contrast to their female counterparts, male consumers are less susceptible to the influence of cognitive dissonance between numerical rating and opinionated review.

Research limitations/implications

This study integrates distrust with the technology acceptance model (TAM) in an attempt to gain a deeper appreciation of technology acceptance behavior. Furthermore, this study builds on the confirmation bias theory to delineate e-WOM into numerical rating and opinionated review in order to better explicate variations in how males and females react to these two distinct forms of e-WOM. Consistent with the cognitive dissonance theory, the distinction between numerical rating and opinionated review enables further exploration of the impact of cognitive dissonance between these two forms of e-WOM on male and female consumers’ distrust of online service providers. Finally, this study unveils contrasting conflict resolution strategies adopted by male and female consumers to cope with cognitive dissonance in e-WOM.

Practical implications

Findings from this study yield prescriptions for practitioners in terms of how e-WOM can be harnessed to alleviate consumers’ distrust of online service provider. Whereas it is crucial for online service providers to draw on opinionated review to reduce distrust for male consumers, numerical rating should be emphasized for female consumers. This study also sensitizes practitioners to the drawback of providing both numerical rating and opinionated review at the same time due to the potential for cognitive dissonance.

Originality/value

This study is the first to: position distrust within the well-accepted TAM in order to enrich the understanding of technology acceptance behavior; testify to the importance of delineating between numerical rating and opinionated review due to the possibility of cognitive dissonance between these two distinct forms of e-WOM, as well as; uncover contrasting conflict resolution strategies adopted by male and female consumers to cope with cognitive dissonance in accordance with the confirmation bias theory.

Details

Industrial Management & Data Systems, vol. 117 no. 3
Type: Research Article
ISSN: 0263-5577

Keywords

Open Access
Article
Publication date: 14 April 2020

Hongxiu Li, Yong Liu, Chee-Wee Tan and Feng Hu

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in…

19716

Abstract

Purpose

Building on the three-factor theory, this study aims to unravel how the role of hotel attributes such as basic, excitement and performance factors could differ in accordance with different hotel star ratings and distinct customer segments.

Design/methodology/approach

This study explores the asymmetric effects of hotel attributes on customer satisfaction by extracting 412,784 consumer-generated reviews from TripAdvisor across different cities in China.

Findings

By taking into account the origins of customers and hotel star ratings, the study uncovers that guests’ expectations of hotel performance differ with respect to their origins (domestic and international guests) and the star ratings of the hotels being reviewed, thereby moderating the asymmetric impact of hotel attributes on customer satisfaction.

Research limitations/implications

The study compares and contrasts the determinants of customer satisfaction for domestic and international guests in the context of Chinese hotels. Care should still be exercised when generalizing the insights gleaned from this study to other contexts.

Practical implications

The findings from this study translate into actionable guidelines for hotel operators to make informed decisions regarding service improvement.

Originality/value

The study extends previous work by offering a deeper understanding of the asymmetric impact of hotel attributes on customer satisfaction. Specifically, this study provides a deep understanding of the different hotel attributes such as basic, performance and excitement factors in explaining customer satisfaction among different hotel customer segments. Findings from this study can not only inform hotel operators on the significance of various hotel attributes in determining customer satisfaction but also guide the formulation of business strategies to retain customers by inducing delight and not frustration.

Details

International Journal of Contemporary Hospitality Management, vol. 32 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Content available
Article
Publication date: 19 September 2019

Bo Xiao, Zach W.Y. Lee, Eric T.K. Lim and Chee-Wee Tan

2321

Abstract

Details

Internet Research, vol. 29 no. 5
Type: Research Article
ISSN: 1066-2243

Article
Publication date: 18 May 2020

Mengli Yu, Ronggang Zhou, Zhao Cai, Chee-Wee Tan and Huiwen Wang

This study examines the impact of response time on user experience for mobile applications and considers the moderating influence of gender and network environment on this…

Abstract

Purpose

This study examines the impact of response time on user experience for mobile applications and considers the moderating influence of gender and network environment on this relationship.

Design/methodology/approach

An experiment was conducted with 50 young adults to evaluate their user experience of a mobile application that simulates variations in network environment and response time. User experience was evaluated based on the three constituent dimensions of tolerance, acceptance, and satisfaction.

Findings

Analytical results demonstrate that response time not only adversely affects user experience of mobile applications, but that this effect is not homogeneous across the three dimensions of tolerance, acceptance and satisfaction. The findings also illustrate that gender moderates the effect of response time on user experience, however, the negative influence is more salient for males than females, which is opposite to our hypothesis. The joint moderating influence of gender and network environment turned out to be partly significant.

Practical implications

By illuminating users' tolerance, acceptance, and satisfaction with varied response times, findings from this study can inform the design of mobile applications such that desired levels of user experience can be assured with minimum resources.

Originality/value

Although response time has been hailed as a key determinant of user experience for desktop applications, there is a paucity of studies that have investigated the impact of response time on user experience for mobile applications. Furthermore, prior research on response time neglects the multi-dimensional nature of user experience. This study bridges the above mentioned knowledge gaps by delineating user experience into its constituent dimensions and clarifying the effects of response time on each of these dimensions.

Details

Internet Research, vol. 30 no. 5
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 1 July 2022

Bingqing Xiong, Eric Tze Kuan Lim, Chee-Wee Tan, Zheng Zhao and Yugang Yu

The concept of open innovation has captured the attention of both academics and practitioners alike. However, there is a dearth of research on how innovations can be…

Abstract

Purpose

The concept of open innovation has captured the attention of both academics and practitioners alike. However, there is a dearth of research on how innovations can be diffused within open innovation ecosystems, a critical condition for the sustainability of such ecosystems. In this regard, the study advances a research agenda for guiding future inquiries into innovation diffusion within open innovation ecosystems.

Design/methodology/approach

Based on a systematic review of the extant literature on open innovation, this article identifies knowledge gaps in innovation diffusion, along with recommendations for bridging these gaps in the future. The study advocates that future research should consider not only innovation generation processes, but also innovation diffusion processes, especially in light of the growing application of open innovation in the context of digital goods and services.

Findings

Subscribing to an evolutionary view of innovation diffusion, the article draws on a five-phase framework – knowledge, persuasion, decision, implementation, and confirmation – to illustrate the roles played by three distinct yet interconnected parties (i.e. platforms, complementors, and individuals) within open innovation ecosystems as well as the research opportunities it brings.

Originality/value

The article examines the critical, yet underexplored role of innovation diffusion in sustaining open innovation ecosystems and outlines potential research avenues that can contribute to growing the understanding of the innovation diffusion process.

Details

Industrial Management & Data Systems, vol. 122 no. 8
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 16 May 2022

Shaoxiong Fu, Jie Fang, Zhao Cai, Eric Tze Kuan Lim, Chee-Wee Tan and Haiping Yang

Motivated by the need for research on the relationship between health app usage and health-related outcomes in the form of health status and life satisfaction, this study…

Abstract

Purpose

Motivated by the need for research on the relationship between health app usage and health-related outcomes in the form of health status and life satisfaction, this study builds on self-regulation theory to construct a research model for elucidating how health app quality affects health information literacy, health app usage and physical activity.

Design/methodology/approach

To empirically validate the proposed research model, a large-scale questionnaire survey on health app usage was administered on a sample of 6,948 respondents recruited from a university in China. Structural equation modeling was employed for data analysis.

Findings

Empirical findings demonstrate that health app quality positively affects self-regulation with respect to health app usage, health information literacy and physical activity. Taken together, these self-regulated behaviors drive health-related outcomes for health status and life satisfaction.

Originality/value

This study advances extant literature on health app usage through the application of self-regulation theory to investigate the effects of technological interventions in healthcare. Findings offer practical implications for how health apps can be leveraged to realize positive health-related outcomes.

Details

Internet Research, vol. 32 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 22 March 2022

Haiping Zhao, Shengli Deng, Yong Liu, Sudi Xia, Eric Tze Kuan Lim and Chee-Wee Tan

Drawing on the Health Belief Model (HBM), this study aims to investigate the roles of health beliefs (i.e. perceived susceptibility, perceived severity, perceived…

Abstract

Purpose

Drawing on the Health Belief Model (HBM), this study aims to investigate the roles of health beliefs (i.e. perceived susceptibility, perceived severity, perceived benefits, perceived barriers, health self-efficacy and cues to action) in promoting college students’ smartphone avoidance intention.

Design/methodology/approach

Empirical data were collected through a cross-sectional survey questionnaire administered to 4,670 student smartphone users at a large university located in Central China. Further, a two-step Structural Equation Modeling was conducted using AMOS 22.0 software to test the hypothesized relationships in the research model.

Findings

Analytical results indicate that (1) perceived susceptibility, perceived severity, perceived benefits and health self-efficacy positively influence users’ smartphone avoidance intention; (2) perceived barriers negatively influence smartphone avoidance intention, while (3) cues to action reinforce the relationships between perceived susceptibility/perceived benefits and smartphone avoidance intention, but attenuate the relationships between perceived barriers/health self-efficacy and smartphone avoidance intention.

Research limitations/implications

This study demonstrates that HBM is invaluable in explaining and promoting users’ smartphone avoidance intention, thereby extending extant literature on both HBM and smartphone avoidance.

Originality/value

Research on smartphone avoidance is still in a nascent stage. This study contributes to the field by offering a fresh theoretical lens for pursuing this line of inquiry together with robust empirical evidence.

Details

Industrial Management & Data Systems, vol. 122 no. 4
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 3 February 2012

Donald J. Calista and James Melitski

The purpose of this paper is to examine best practices of worldwide country web sites, evaluated in 2003, 2005 and 2008 by the United Nations (UN).

Abstract

Purpose

The purpose of this paper is to examine best practices of worldwide country web sites, evaluated in 2003, 2005 and 2008 by the United Nations (UN).

Design/methodology/approach

The paper employs statistical analysis to determine whether the electronic innovation (digitized government) exhibits linear (unitary) or curvilinear (S‐type) processes in relation to four theories of information technology (IT) and social change.

Findings

The findings are bifurcated between 2003 and 2008. In the aggregate (highest scores), worldwide countries are responding to the value‐added qualities of digitized government, defined as the transactions of e‐government and the interactions of e‐governance. Yet, the disaggregate (first adopter) best practices data reveal significant downward trends between those survey years, especially, among Organization for Economic Cooperation (OECD) countries. The findings indicate that neither electronic dimension predicts the other's course. They also suggest that dual curvilinear processes explain e‐government and e‐governance.

Research limitations/implications

It is customary to employ random samples to verify the integrity of significance tests. In this research, however, the study population is a given (all UN members). The study universe (the whole subset) – that represents countries with the largest number of electronic offerings – and the study sample (the best practices subset) are virtually the same. It is not possible to attribute any of the outcomes to a sampling error (miscalculation). Nor is it likely to confuse conflating (mistaking) sample size and effect size (relationship strength) of the distributions.

Originality/value

Longitudinal (over time) studies of country web site best practices are almost non‐existent. Support for a dual curvilinear relationship between e‐government (transactions) and e‐governance (interactions) opens the way for a fuller treatment of digitized government best practices. Questioning the premise that a sustained electronic (democratizing) transformation is underway, notably, among first adopters is a compelling and critical outcome.

Details

Business Process Management Journal, vol. 18 no. 1
Type: Research Article
ISSN: 1463-7154

Keywords

Article
Publication date: 8 January 2021

Ron Chi-Wai Kwok, Alvin Chung Man Leung, Stanley Sai-chuen Hui and Clara Choi-Ki Wong

Due to lack of motivation, individuals often fail to perform regular exercise. In view of this, we developed a virtual trainer system (VTS) to encourage users to perform…

Abstract

Purpose

Due to lack of motivation, individuals often fail to perform regular exercise. In view of this, we developed a virtual trainer system (VTS) to encourage users to perform simple exercise routines regularly.

Design/methodology/approach

A design science approach is adopted to develop a VTS to motivate users to exercise. Study findings are based on a field experiment with 91 participants recruited from a university in Hong Kong.

Findings

Outcome-oriented reminders foster stronger perceived risks of health and perceived value of exercises, whereas virtual trainer attractiveness has insignificant effect. Perceived value of exercises is positively related to exercise participation, which has a positive relationship with work productivity.

Research limitations/implications

The findings answer question of how to motivate people to continue exercising.

Practical implications

Findings provide insights for fitness companies to design online exercise training for users.

Social implications

VTS can promote regular exercise and healthy life.

Originality/value

This research shows that interactive virtual agents can motivate users to exercise regularly. It contributes to the burgeoning research on the use of IT artifacts for improving exercise participation and provides practical insights into VTS designs.

Details

Internet Research, vol. 31 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

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