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The purpose of this paper is to investigate the key factors that explain intention to use e-wallet services (perceived usefulness, perceived ease of use, attitude, subjective norm, positive disconfirmation and perceived behavioral control). The moderating role of perceived value in the relationship between satisfaction and their intention to continue using the e-wallet is also examined.

A total of 257 e-wallet users participated in an online survey and hypotheses were tested with SPSS/PLS-SEM.

The constructs technology acceptance model (TAM), theory of planned behavior (TPB) and user satisfaction affect intention to use. However, perceived value does not strengthen the relationship between user satisfaction and e-wallet usage intention.

The TAM, TPB and expectancy disconfirmation model (EDM) constructs help explain the use of e-wallet services. These results will help the providers of these services to understand user behavior and to design their marketing strategies more appropriately to ensure consumer satisfaction and their intention to use e-wallet services.

This study adopts a holistic and integrative approach to explain the continued use of e-wallet services. The model integrates three basic adoption theories: TAM, TPB and EDM.

El propósito es investigar los factores clave que explican la intención de utilizar los servicios de monedero electrónico (utilidad percibida, facilidad de uso percibida, actitud, norma subjetiva y control conductual percibido). También se examina el papel moderador del valor percibido en la relación entre la satisfacción y su intención de seguir usando el monedero electrónico.

257 usuarios de monederos electrónicos participaron en una encuesta online y las hipótesis fueron contrastadas con SPSS/PLS-SEM.

los constructos TAM (modelo de aceptación de la tecnología), TPB (teoría del comportamiento planificado) y la satisfacción del usuario afectan a la intención de uso. Sin embargo, el valor percibido no refuerza la relación entre la satisfacción del usuario y la intención de uso del monedero electrónico.

Este estudio adopta un enfoque holístico e integrador para explicar el uso continuado de los servicios de monedero electrónico. El modelo integra tres teorías básicas de adopción: TAM, TPB y EDM (modelo de desconfirmación de expectativas).

los constructos TAM, TPB y EDM permiten explicar el uso de los servicios de monedero electrónico. Estos resultados ayudarán a los proveedores de estos servicios a comprender el comportamiento de los usuarios y diseñar sus estrategias de marketing de forma más adecuada para garantizar la satisfacción del consumidor y su intención de utilizar los servicios de monedero electrónico.

目的是研究解释使用电子钱包服务意向的关键因素（感知的有用性、感知的易用性、态度、主观规范和感知的行为控制）。此外, 还研究了感知价值在满意度和他们继续使用电子钱包的意向之间的调节作用。

257名电子钱包用户参与了一项在线调查, 用SPSS/PLS-SEM对假设进行了检验。

TAM（技术接受模型）、TPB（计划行为理论）和用户满意度影响使用意向。然而, 感知价值并没有加强用户满意度和电子钱包使用意向之间的关系。

本研究采用了一种整体和综合的方法来解释电子钱包服务的持续使用。该模型整合了三个基本的采用理论：TAM、TPB和EDM（期望不确认模型）。

TAM、TPB和EDM构造有助于解释电子钱包服务的使用。这些结果将有助于电子钱包服务提供商了解用户行为, 并更恰当地设计他们的营销策略, 以确保消费者的满意度和他们使用电子钱包服务的意向。

This paper analyzes previously unmeasured effects of a response to a service incident called “benevolent” within the customer –firm relationship.

A questionnaire was administered to telecommunication customers in a Western European country, and the model was estimated using partial least squares (PLS).

This study shows that the customer–firm relationship is surprisingly affected by the response to expected incidents that the customer interprets as acts of benevolence or opportunism. This research also shows that the firm's incident response interpreted as benevolence or opportunism has an effect that merely positive or negative events do not. Acts of benevolence response towards an incident positively affect customer–firm relationship quality, and expectations of such acts may lead to an upward spiral in customer commitment.

While benevolence trust has been proposed and studied before, the response to incidents interpreted as benevolent or opportunistic and their consequences have been under-studied, hence exhibiting a research gap.

在公司與顧客之間的關係的範疇內, 公司對服務事故所作的被稱為仁慈的反應的影響不曾被測量; 本研究擬就該反應的影響進行分析和探討。

研究以問卷方式進行¸ 對象為一個西歐國家裏的電訊服務客戶。研究人員使用偏最小平方法作估算, 設計有關的模型。

研究結果顯示、若顧客對公司就預期的事故所作的反應看作是仁慈的話, 又或相反地視為是投機主義所驅使的, 則公司與顧客之間的關係會出人意表地受到影響。研究結果亦顯示、顧客的仁慈、抑或是投機主義的闡釋和理解所帶來的影響, 與單純積極正面事件或消極負面事件所帶來的影響是不一樣的。公司對事件仁厚的回應會給予顧客之間的關係的質量帶來正面的影響; 而且, 對這種回應的預期、或會給客戶承諾帶來螺旋上升。

對仁厚之信賴曾被提出並作探討。唯對被視為仁慈的或機會主義作祟的反應所作的研究則不足, 這方面實存研究缺口。

The main purpose of this research is exploring the tipping points for a radical shift in supplier (dis)satisfaction. This study identifies triggers and links them to consequences for the buyer–supplier relationship.

The Critical Incident Technique (CIT) was used to interview Dutch supplier representatives in the infrastructure sector, resulting in rich descriptions of 29 critical incidents, extracting first-hand information.

Safety issues, technical disputes and recruitment of supplier’s technical staff have been identified as tipping points for suppliers to become dissatisfied. Implementing performance-based contracting is another critical incident that caused irritation and disappointment. On a more operational level, dissatisfaction was provoked by tender errors and price discussions with the buyer. This study also identified tipping points by which dissatisfied suppliers abruptly turned into satisfied suppliers. The effect of a solution-oriented buyer intervention appears to be most powerful if this behaviour transcends prior expectations.

Consequences of misunderstandings and discussion between supplier and buyer may be manageable or repairable, depending on the causes and triggers that influenced a supplier’s dissatisfaction. An early warning system could prove its worth, so that buyers are not faced with unpleasant surprises.

Despite the growing number of studies, processes of how antecedents lead to supplier (dis)satisfaction are not well understood. Antecedents are predominantly investigated by cross-sectional survey data, giving little insights into micro-processes and actual interaction between buyers and suppliers. Although CIT has been applied in many disciplines, the technique is hardly used within the context of purchasing and supply management research.

This study aims to propose a conceptual framework based on organisational and environmental indicators of business-to-business sellers’ sales performance in services firms.

A descriptive research design was applied and data was gathered from 389 respondents across industries and different-sized services firms in Norway using a self-administered questionnaire.

Results show that the proposed six-dimensional framework of organisational and environmental indicators can be applied to manage seller–customer relationships in a business-to-business environment.

A six-dimensional framework of organisational and environmental indicators is tested successfully in services firms.

Increasingly, services firms will need to work closely with business-to-business sellers to proactively adapt to market changes through a co-creation approach to build long-term seller–customer relationships.

To the best of the authors’ knowledge, no previous study has focused on relationship marketing in business-to-business relationships that proposes a conceptual framework based on organisational and environmental indicators of business-to-business sellers’ sales performance in services firms.

Hotels are immersed in a very competitive environment and hoteliers have to plan and redesign their strategies to stay in the hospitality industry while faced with a steady rise in competition. Hoteliers can employ horizontal differentiation strategies and pricing decisions to gain a competitive advantage over their competitors. The goal of our work is to analyse the effect of pricing and horizontal differentiation strategy of a hotel on its online reputation and to analyse if the hotel location and agglomeration of competitors moderates their relationship with online reputation.

With a sample of 264 hotels from Paris, an empirical study is developed that aims to analyse, using regression techniques, the impact of price, differentiation, location and competitive environment on online ratings given by consumers in the hospitality context.

The paper provides empirical evidence of how a good location improves the online reputation of a company and how pricing strategies should take into account the location and number of competitors since a good location allows premium prices to be valued positively by consumers while an inappropriate location can produce the opposite effect. Depending on location, the number of competitors can intensify or reduce the effect of price on online reputation. Finally, online reputation only benefits from horizontal differentiation strategies when the degree of agglomeration is low.

This work provides insights about how hotels can strengthen their online reputation through pricing and differentiation strategies, incorporating elements of their environment such as location and competition in this decision-making process.

酒店處於一個競爭非常激烈的經營環境中，營運者要面對競爭日益加劇的挑戰，在這情況下，他們必須計劃並重新設計其策略，以在酒店服務業中仍能繼續其業務。營運者可採用水平分化策略和定價決策，以取得比同業更大的競爭優勢。本研究旨在分析，若酒店採用價格及水平差異之策略，這對它們的網上聲譽會起什麽效應；研究亦探討酒店所處的位置及競爭者的凝聚會否減弱其與網上聲譽的關係。

研究樣本為來自巴黎264間酒店。研究人員採用實驗研究法，透過迴歸分析法，去分析在酒店服務的背景下，價格、差異化、地點和競爭環境如何影響消費者所給予的網上評分。

本文提供了經驗性證據，證明良好的地點會改善公司的網絡聲譽； 同時，亦證明釐定價格策略時，經營者應考慮競爭者的位置和數目，這是因為良好的地點會讓消費者正面評價溢價，而不合適的地點則會導致相反的效應。根據所在的地點，消費者的數目能增強或減弱價格對網絡聲譽的影響。最後，本文也證明了網絡聲譽只會在凝聚程度低的情況下才會受惠於水平分化策略。

本研究提供啟示，使我們更明瞭酒店如何能透過價格及差異化策略，同時亦透過把它們的環境元素如地點和競爭等納入決策程序中，來強化網絡聲譽。

This paper aims to analyse the factors that influence the satisfaction and intention of continuity of use, of teachers and students, regarding using Moodle in undergraduate courses in one Campus at the Federal Institute of Rondônia in Brazil. The starting point was an integration of DeLone and McLean's Information Systems Success Model (ISSM) with Davis' Technology Acceptance Model (TAM).

A quantitative research approach was adopted. After the definition of the hypotheses, data were collected through self-administered questionnaires. The questionnaires were designed to measure the five constructs: Quality of Information (QI), Perceived Ease of Use (PEOU), Perceived Usefulness (PU), User Satisfaction (US) and Behavioural Intention to use (BI) that make up the conceptual model of the study. The data were analysed based on 144 valid questionnaires. The technique of maximum likelihood estimation was adopted in the data analysis through structural equation modelling (SEM).

The results confirmed six of the nine hypothesised relationships. QI positively impacts PEOU and US. PEOU positively impacts PU, which in turn positively impacts US and BI. Similarly, US positively impacts Moodle's BI. It was also evidenced that PU is the strongest predictor of US.

These results can help educational institutions, managers, administrators and designers of e-learning systems to develop strategies to increase Moodle's user satisfaction.

This study provides insights into the perception of students and teachers regarding the use of Moodle. A model that integrates constructs from two models widely used in research related to e-learning (TAM and ISSM) was used in a developing country context. This is important, given cultural differences and social idiosyncrasies in different contexts, particularly in an educational institution in the Amazonia region in northern Brazil.

This paper aims to examine hotel guests’ satisfaction relative to room rates paying attention to the heterogeneity in the scale of satisfaction scores.

This paper studies guests’ post-purchase hotel evaluation using survey data from a sample of 14,879 tourists visiting a Northern Spanish region. This study estimates a Heteroskedastic Ordered Probit model in which both “cognitive” and “emotional” components of satisfaction are modelled. The model allows us to control for heterogeneity in the scale of the latent satisfaction scores.

This paper finds that satisfaction relative to rates (value for money) decreases with expenditure per person and day. Interestingly, this negative relationship mainly holds for those who do not prioritize prices at the time of choosing the hotel. Positive first impressions are positively associated with higher satisfaction. In addition, this study finds that the emotional component of satisfaction increases with hotel quality and hiring a full board, being also greater among women and elderly people.

Instead of using an overall measure of satisfaction, this paper uses one that gathers how the tourist assesses satisfaction in relation to cost (value for money).

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.

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.

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.

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.

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

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.