Search results

One of the impacts of the COVID-19 pandemic is that using an e-wallet – a contactless process – rather than a payment terminal is an intuitively safer option. This study is grounded in cognitive absorption theory and investigates how the use of the money-gift function influences the intention to continue using an e-wallet app.

Using a cross-sectional approach, a structured questionnaire was designed and distributed to the target respondents in Malaysia through social media platforms. The data were collected with purposive sampling and a total of 350 eligible responses were analyzed with partial least square structural equation modeling (PLS-SEM).

Cognitive absorption significantly influenced the perceptions of e-wallet apps (perceived ease of use and perceived usefulness). The intention to continue using an e-wallet app was positively predicted by attitude and subjective well-being. Furthermore, this study found that the path between attitude and the intention to continue use was mediated by subjective well-being, whereas perceived security moderated the path between cognitive absorption and perceptions of an e-wallet app.

The results offer much-needed broad guidance for e-wallet service providers. In particular, the findings reveal how implementing money-gift functions promotes various positive outcomes that influence the intention to continue using an e-wallet app.

Previous research on e-wallets considered only the basic characteristics of an e-wallet app when studying continuous usage. Few studies have empirically examined the innovative function of money gifts. Therefore, this study is among the first to offer empirical insights into how immersion and cognitive interaction with the money-gift function can influence user perceptions and behavior toward e-wallet apps.

The primary purpose of this paper is to explore the role of emotions that consumers experience as a result of assigning causal attributions to service failures. The secondary purpose is to consider the effects of each of these emotions on behavioral outcomes.

This paper extends the work of Wetzer, Zeelenberg, and Pieters regarding emotions and draws upon the existing literature to present a series of research propositions tying attributions to emotions and emotions to behavioral outcomes.

When a service failure occurs, customers experience any of a variety of negative emotions. The particular emotional reaction depends on the customer's perception of why the service failure occurred in the first place. Behavioral outcomes associated with service recovery therefore depend directly on the negative emotion and indirectly on the customer's perception of the cause.

To the extent that marketing managers can frame the cause of the service failure in their post‐failure communications, recovery satisfaction may be increased leading, in turn, to more positive customer response outcomes. The specific managerial implications depend upon the emotional response experienced by the customer.

Research to date looking at causal attributions in service failure is limited to attributions based on stability and controllability and ties them to very few emotions; this paper identifies six attributions and ties each to a specific emotion. The behavioral outcomes of reconciliation and share‐of‐wallet are added to the traditional outcomes of repatronage intentions and negative word‐of‐mouth.

The purpose of this study is to offer a conceptual model that bridges gaps in the current research by combining constructs from the health belief model (HBM) and theory of planned behaviour (TPB). Furthermore, the researchers applied the constructed model to analyse the determinants of workers’ intentions to use e-wallet payment options for business transactions rather than physical currency during the ongoing COVID-19 pandemic. Finally, the paper examines whether there are any significant variations in the usage intentions of Ghanaian workers in the formal and informal sectors.

The non-probability convenience sampling technique was used to compile the primary respondents among Ghanaian users of e-wallets. Based on constructs derived from the HBM and TPB, an online survey involving the use of a questionnaire was administered to collect quantitative data from 285 formal and informal sector workers in Ghana. Data collected was analysed using the partial least squares-structural equation modelling approach involving the measurement, structural model tests, hypothesis tests and multi-group analysis (MGA) tests.

This study reveals that workers’ attitudes, subjective norms and perceived susceptibility as the main determinants of intentions to use e-wallets, as the analysis of data lends support to hypotheses involving these constructs. Perceived behavioural control was however not supported by the data analysis as a determinant of workers’ intention. Finally, there were no significant differences between e-wallet usage intentions of formal and informal sector workers in Ghana.

Given the ongoing pandemic, the study recommends that governments of emerging economies should formulate policies that promote the use of e-wallets, to reduce the spread of COVID-19 and at the same time contribute to the quest for a cashless economy. However, the results of the study are only based on data collected from workers in Ghana. Therefore, practitioners should apply the recommendations with discretion and make modifications where necessary. The results of the study also provide evidence from the context of a developing country that can support future academic pursuits.

This study provides evidence that influences practitioners’ decisions and practices regarding the design and implementation of e-wallet services and innovations among workers in the formal and informal sectors of the economy.

This study provides useful business insights to user acquisition managers, marketing managers and business development managers during the formulation of policies, strategies and approaches for their mobile wallet subscriber base. Moreover, to the best of the authors’ knowledge, this study is one of the first to apply the constructs of the HBM (mainly applied in health research) to the study of workers’ intentions to use e-wallets. It, therefore, makes a significant contribution to the existing literature by examining the combined effects of the constructs of the HBM and the TPB on workers’ intention to use e-wallets.

The purpose of this study is threefold, which is as follows: investigate the mediating effect of brand fan page attractiveness on the relationship between user gratifications and customer engagement with brand fan pages, determine whether fan page agility moderates this effect and examine the influence of fan page engagement on customers' share of wallet and resistance to negative brand information.

By using an online questionnaire, 614 valid responses were obtained from the followers of multiple Facebook brand fan pages. Partial least squares-structural equation modelling (PLS-SEM) was used to analyse the data.

The results indicate that fan page attractiveness mediates the relationship between user gratifications and fan page engagement. However, this relationship is moderated by fan page agility. Fan page engagement increases customers' share of wallet and resistance to negative brand information. This finding suggests that creating fan page content and interactions that are attractive to customers is not sufficient for promoting engagement; brand fan pages must also be agile to customers' changing needs and competitors' moves.

By proposing and testing a novel moderated mediation effect, this study enriches the uses and gratifications theory (UGT) and provides new insights into the underlying mechanisms and boundary factors driving fan page engagement. In addition, this study contributes to the customer engagement literature by introducing share of wallet and resistance to negative brand information as outcome variables.

One of the most marginalized communities in India is the Lesbian, Gay, Bisexual and Transgender (LGBT) community which commonly experiences discrimination. Many studies have countered that the LGBT community faces high discrimination in the banking and financing industry. As a result, this study concentrates on this marginalized community and its acceptance and continuation habit regarding mobile wallets. Consequently, this study has considered continuance intentions as a response to confirm the progress of the mobile-wallet industry. Also, this study tried to study the relationship between behavioral intention (BI) and continuous intention (CI) which is seriously lacks in the library of literature. The research operationalized the stimulus–organism–response (SOR) framework for the conceptual model and surveyed 100 self-proclaimed members of the LGBT community in India. The analysis has been done using the partial least structure (PLS). The findings demonstrate that variables like perceived trust (PT) directly influence the BI. On the other hand, variables like perceived ease of use (PEoU), social influence (SI), and satisfaction (S) doesn’t influence BI of the LGBT Community. The main outcome was a favorable association between BI and CI. It will help the stakeholders to understand how important this new market avenue is and how it can be explored. To ensure safe and secure transactions, a group think tank composed of important parties (financial institutions, mobile-wallet providers, the government, security specialists, etc.) should make recommendations. Mobile-wallet providers will attain benefit from this study’s understanding of user categories and ability to tailor their service offers as per the community.

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。

E-wallet is one of the financial technology (fintech) products. In Indonesia, e-wallet is still in the growing stage. Many e-wallet providers are attracted to join the market every year, and the competition becomes tighter, focusing on customer acquisition. Promotion is launched, burning much cash in making the promotion. However, cash-burning does not guarantee that customers will use one e-wallet. Customer satisfaction is an important key element of success and continuous use in information systems and e-commerce contexts. This research aims to investigate the satisfaction of e-wallet customer in Indonesia, focusing on and extending the trust role. This study adopted the model proposed by Geebren, Jabbar, and Luo (2021), which is an extension of information system success model. This research used Structural Equation Modeling with Partial Least Squares to analyze the data. It was found that factors that influence customer satisfaction are trust, system quality, information quality, service quality, and structural assurance. The authors found that trust positively affects customer satisfaction, and trust plays a vital role in customer satisfaction. Also, trust has a role as partial and full mediators. It is suggested that e-wallet providers should consider enhancing customer satisfaction.

The purpose of this paper is to present a general framework for the comprehension and advancement of sociocultural homeostasis (not to be confused with a steady state, but a dynamic constantly evolving process) to increase worker engagement, productivity and innovation within the enterprises.

The latest research findings in neuroscience, social neuroscience and social network analyses are used to determine what types of organizational dynamics best support voluntary worker engagement.

The paper offers convincing evidence why certain organizations prosper while others falter depending on their knowledge and advancement of sociocultural homeostasis principles.

It is a unique work suggesting how to apply the latest research findings in the rapidly advancing fields of neuroscience and social neuroscience to business management to increase productivity and innovation.

This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty.

By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research.

Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers.

Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees.

This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.

The main objectives of this study are (1) to identify the determinants of pre- and post-adoption dynamics of mobile wallets (m-wallets) usage; (2) to propose and test the linkage framework of pre-adoption and post-adoption dynamics to understand consumers' psyche of m-wallets usage and (3) to examine the moderation of select demographic variables in the path of consumers' continued usage of m-wallets.

The study considered a cross-sectional approach using a questionnaire survey method. The research model encapsulating pre- and post-adoption dynamics of the m-wallet was examined using a sample of 574 users. The analysis also comprised mediation, moderation and multi-group analysis (MGA).

The results identified key antecedents of confirmation, such as performance expectancy, effort expectancy, facilitating conditions and individual mobility. Findings also confirmed the partial mediation effects of satisfaction between confirmation and continuance intentions. Results also confirmed the moderating effects of age and education on the relationship between confirmation and satisfaction.

The key contribution of the study is in the form of research progression related to m-wallet usage to test the extended expectation-confirmation model (EECM) in the Indian context by linking the pre-adoption paradigm of extended (unified theory of acceptance and use of technology) UTAUT with individual mobility and post-adoption dynamics of the ECM. The considered framework study also draws support for the role of select demographic variables.