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Article
Publication date: 2 May 2017

Prateek Kalia

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale…

Abstract

Purpose

Measuring service quality in online retail is critical. The purpose of this paper is to put in foreground key methodological issues of prevailing research related to scale development for the measurement of service quality in the context of online retail.

Design/methodology/approach

Content analysis of 30 research papers sourced from prestigious databases has been done to detect defects within research and sampling methods, survey administration, item generation and purification, dimensionality analysis, reliability and validity assessment. Also observations regarding dimensionality of online service quality constructs have been highlighted.

Findings

Study revealed deficiencies in sample size and composition, quantitative orientation in research methods, leniency in item generation/purification and negligent assessment of reliability and validity. It was found that e-service quality is multidimensional in nature and there is no consensus on number and nature of dimensions, although security/privacy, website design, reliability, responsiveness and information emerged as most cited dimensions. Electronic and traditional service quality dimensions displayed analogy in direct or adapted form.

Originality/value

This paper is first to highlight key methodological issues of prevailing research on e-service quality scale development in context of online retail. Implications for researchers and managers are summarized at the end of the study.

Details

International Journal of Operations & Production Management, vol. 37 no. 5
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 6 February 2009

Michel Rod, Nicholas J. Ashill, Jinyi Shao and Janet Carruthers

The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its…

Abstract

Purpose

The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand banking context.

Design/methodology/approach

Internet banking service customers of a national bank in New Zealand completed a self‐administered questionnaire. Data obtained from the customers were analysed using the SEM‐based partial least squares (PLS) methodology.

Findings

The results show significant relationships among online customer service quality, online information system quality, banking service product quality, overall internet banking service quality and customer satisfaction.

Originality/value

Little attention has been given in the literature to understanding the service quality dimensions that influence overall internet banking service quality and the specific outcome of customer satisfaction. By expanding previous research in internet banking service quality, this paper empirically examines the relationships between three service quality dimensions, overall internet banking service quality and customer satisfaction.

Details

Marketing Intelligence & Planning, vol. 27 no. 1
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 25 June 2021

Min Zhang, Wen Lin, Zhen Ma, Jun Yang and Yan Zhang

This paper aims to theorize and examine how central cognition elaboration cue and peripheral cognition elaboration cue influence users’ health information sharing…

Abstract

Purpose

This paper aims to theorize and examine how central cognition elaboration cue and peripheral cognition elaboration cue influence users’ health information sharing intention in Strong ties social media (STSM) in emerging markets.

Design/methodology/approach

This paper innovatively proposes two concepts of health information emotion and health information sharing value based on the in-depth observation of users’ social health behavior. We integrate Elaboration Likelihood Model, Media Richness Theory, Trust Theory and Regulatory Focus Theory to develop hypotheses and research models and lay emphasis on the study of health information emotion’s moderating effect. This paper conducts an empirical study by selecting 372 health information users of WeChat, a typical STSM, to verify the research model by structural equation model.

Findings

For the central route, individual motivation and health information richness positively influence health information sharing value. For peripheral route, health information source trust and health information recipient trust both positively influence the health information sharing attitude. Health information sharing value and sharing attitude can positively affect users’ health information sharing intention. In addition, health information positive emotion has significant moderating effect, while health information negative emotion does not have.

Originality/value

This study contributes to a comprehensive perspective for understanding users’ health information sharing intention in STSM in emerging markets, an important but understudied topic. The results can also give implications for researchers to explore users’ behavioral intention from the perspective of process-oriented persuasion and health information emotion’s moderating effect.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

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Article
Publication date: 25 January 2021

Min Zhang, Yunxiao Xue, Jun Yang and Yan Zhang

Members' knowledge contribution behavior has positive significance for maintaining the activity of the knowledge community, as well as for improving knowledge interaction…

Abstract

Purpose

Members' knowledge contribution behavior has positive significance for maintaining the activity of the knowledge community, as well as for improving knowledge interaction efficiency and member viscosity. With the development of the mobile Internet, knowledge communities based on social platforms have become more convenient and popular. This study aims to explore what and how factors influence members' knowledge contribution behavior in social knowledge communities from the perspective of social distance.

Design/methodology/approach

Based on the theory of reciprocity and on the theory of self-efficacy, hypotheses and research models are proposed. In the empirical study, WeChat learning group is selected as the research case. The empirical investigation (N = 244) collects research data through questionnaires.

Findings

I-intention and we-intention both have positive influence on members' knowledge contribution behavior. Knowledge self-efficacy positively moderates the influence of we-intention and affects knowledge contribution behavior. In addition, I-intention is positively affected by expected knowledge benefit, expected emotional benefit and expected image benefit, while costs have no effect. We-intention is positively influenced by affective commitment, continuance commitment and normative commitment in relationship strength, as well as affiliation to the contributing climate.

Originality/value

This paper aims to discuss I-intention, we-intention, and their roles in members' knowledge contribution behavior. It is a beneficial development for existing research to combine the characteristics of new style communities with systematical analysis of knowledge contribution behavior. Findings may provide enlightenment to the social knowledge community on diversity development and differentiated marketing strategies.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

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Article
Publication date: 7 August 2017

Jun Yang, Rui Zheng, Ling Zhao and Sumeet Gupta

As the social media platform becomes an ever more important communication channel between company and customer, companies are learning how they can best utilize social…

Abstract

Purpose

As the social media platform becomes an ever more important communication channel between company and customer, companies are learning how they can best utilize social media to better communicate their brands with customers. The purpose of this paper is to explore the communication tactics adopted by the enterprise microblogs using a communication framework. Further, the authors hope to find out how these communication tactics influence customer brand experience (BE) and subsequently brand loyalty.

Design/methodology/approach

First, to identify the communication tactics used by enterprise microblogs, the authors recruited six active microblog users and listed all possible characteristics of enterprise microblogs that could increase customers’ fondness for the brand. Second, based on the listed 19 characteristics and existing theories, the authors pre-classified and conceptualized the content and style tactics categories. The authors also followed a sorting procedure to verify our classification. Finally, based on the sorted characteristics and previous research, the authors designed a questionnaire and 459 sets of valid data were collected from enterprise microblog users.

Findings

The communication tactics are classified into two dimensions, namely content tactics and style tactics. The content tactics include content diversity, content accuracy and content timeliness, and the style tactics include impression enhancement style and interactivity enhancement style. The results reveal that the communication content and style tactics significantly enhance overall customer BE and further brand loyalty. The study results also show that style tactics exert more influence on BE than content tactics.

Originality/value

This paper highlights the company’s important role in company-customer communication on social media, and categorizes the effective communication tactics used by the enterprise microblog within a communication framework. Companies could build brand loyalty by enhancing users’ BE using effective communication. The communication perspective and measures of the communication tactics in this study provide an ideal background for future research on IT-based company-customer interaction.

Details

Information Technology & People, vol. 30 no. 3
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 9 April 2018

Xiao-Liang Shen, Yang-Jun Li and Yongqiang Sun

Wearable health information systems (IS) open up a new era for personal health self-management, and bring about disruptive changes to individual lives. However, prior…

Abstract

Purpose

Wearable health information systems (IS) open up a new era for personal health self-management, and bring about disruptive changes to individual lives. However, prior studies on IS post-adoptive behavior primarily focused on either continuance or discontinuance, neglecting the mutual transformation process between IS usage and rejection behavior. This behavior is expressed as intermittent discontinuance in the current study. By revising and extending the expectation-disconfirmation model, the purpose of this paper is to understand the factors affecting information system intermittent discontinuance in the context of wearable eHealth.

Design/methodology/approach

This study proposes a revised expectation-disconfirmation model by incorporating four new theoretical constructs, i.e. neutral disconfirmation, attitudinal ambivalence, neutral satisfaction, and intermittent discontinuance. An online survey was used to validate the research model, and 428 wearable health device users were recruited in this study.

Findings

Empirical results demonstrate that neutral disconfirmation exerts positive effects on neutral satisfaction and attitudinal ambivalence, both of which further have positive effects on intermittent discontinuance. In addition, attitudinal ambivalence also has a positive and significant effect on neutral satisfaction.

Originality/value

This study extends the current understanding on IS post-adoption usage behavior by introducing a new concept, i.e., intermittent discontinuance. In particular, post-adoption usage behavior is viewed as a dynamic process within a changing environment in this study. Some unique features specific to intermittent discontinuance are also identified. In this regard, neutral and conflicting constructs further add new values to IS adoption and diffusion literature. In addition, the integration of eHealth and wearable devices provides a fruitful research context for future research, and this study represents one of the first attempts to empirically explore the intermittent usage problems encountered within this emerging phenomenon.

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Article
Publication date: 20 March 2009

José M. Barrutia and Ainhize Gilsanz

The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of…

Abstract

Purpose

The purpose of this paper is to highlight research avenues for improving the understanding of electronic service quality (e‐SQ) management, based on a critical review of previous literature.

Design/methodology/approach

The conclusions are based on a critical review of previous literature. Computer databases (e.g. Google scholar) were the main tools used to identify relevant research in the area. Then, the electronic and physical bibliographical resources from universities in two different countries were used to obtain the papers.

Findings

The authors describe the current e‐SQ research gaps (research opportunities) and indicate possible routes for future investigation.

Practical implications

The orientation of this study aims to reduce the efforts of researchers who desire to enter this field.

Originality/value

The development of new orientations and focuses for the conceptualisation and measurement of e‐SQ are crucial for the effective management of e‐SQ and a major issue on the market research agenda.

Details

International Journal of Quality and Service Sciences, vol. 1 no. 1
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 20 March 2007

Lucía Melián‐Alzola and Víctor Padrón‐Robaina

The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived…

Abstract

Purpose

The purpose of this paper is to analyze the role and importance of results in B2C e‐commerce from the customer's perspective, together with impact on overall perceived quality and customer attitudes.

Design/methodology/approach

The data base for this study was obtained from a sample of 191 individuals who had purchased on the internet and the techniques used in the statistical analysis of the data were as follows: principal components analysis, structural equations and regression analyses.

Findings

Two dimensions – cost and guarantee – explain value in e‐commerce. In the data resulting from the analyses, guarantee turns out to be a more important factor with respect to overall perceived quality and consumer attitudes than cost.

Research limitations/implications

If a company manages to improve its e‐commerce transaction results, this will have a favorable effect on overall perceived quality and consumer attitudes. In other words, the result is as important as the process for a successful purchase.

Practical implications

The scale, integrated for the dimensions “guarantee” and “cost” should help firms to identify and improve their B2C e‐commerce results from the customer perspective. Consequently, it will have a positive effect on overall quality, disposition to repeat and disposition to recommend.

Originality/value

Companies operating on the internet will find a number of suggestions in this paper on how to achieve competitive advantage through the successful management of their websites, improving results – guarantee and cost – to customers.

Details

International Journal of Quality & Reliability Management, vol. 24 no. 3
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 5 June 2017

Min Zhang, Mingxing Zhu, Xiaotong Liu and Jun Yang

Because mobile phones offer a new, affordable and easy-to-use portal to reading material, mobile reading is emerging as the most ultra-modern reading approach. From the…

Abstract

Purpose

Because mobile phones offer a new, affordable and easy-to-use portal to reading material, mobile reading is emerging as the most ultra-modern reading approach. From the perspective of mobile reading service providers, knowledge of customer purchase, and consumption behaviour is critical for their survival and success. This paper aims to provide insights into the factors that influence the purchase e-books.

Design/methodology/approach

Following means-end chain theory, the prospect theory and elaboration likelihood model, a structural equation model is proposed to investigate and identify key factors that drive the purchase intention of experienced mobile readers. In the theoretical model, utilitarian value (UV) and hedonic value (HV) are supposed as formative second-order constructs formed by related payoff.

Findings

Both UV and HV are positively associated with readers’ purchase intention. However, there are no big differences between these two path coefficients. People seem to perceive relatively low payment risk although perceived risk could still negatively affect purchase intention. As a predictor of purchase intention, UV is less important when risk perception increases or when involvement (IV) decreases. Furthermore, this study illustrates that uniqueness and convenience (CV) are significant components of UV, whereas curiosity and flow are components of HV.

Practical implications

Mobile reading providers should highlight the professional and specificity of app such as beautiful cover, page setup that similar to real books and so on. Readers should be allowed to post real-time reviews and communicate with others to improve their sense of satisfaction, participation and belonging. The payment process should be concise and simple through which readers can save their purchase time and effort. Mobile reading service providers should provide trustworthy payment approaches, especially third-party platform and guarantee the CV and safety of payment activity.

Originality value

By focusing on the impacts of relationships among UV, HV, perceived risk and IV to purchase intention, this paper not only provides a theoretical understanding of mobile reading purchase behaviour but also offers practical insights to reading material manufactures and app developers for promoting such a process.

Details

The Electronic Library, vol. 35 no. 3
Type: Research Article
ISSN: 0264-0473

Keywords

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Article
Publication date: 18 May 2018

Jun Yang, Chun-Sheng Yu and Jun Wu

This study aims to examine how the perceived importance of work values differs among the three generations (Cultural Revolution, Social Reform and Millennial) in the…

Abstract

Purpose

This study aims to examine how the perceived importance of work values differs among the three generations (Cultural Revolution, Social Reform and Millennial) in the Chinese workforce.

Design/methodology/approach

Grounded in work values and generation theories, hypotheses were tested by empirical data collected from 464 Chinese employees from companies located in the Yangtze River Delta of China. A one-way multivariate analysis of covariance and a series of one-way analysis of covariance and t-tests were conducted to compare the three generations with respect to work values.

Findings

The results revealed significant generational differences existing in China with respect to extrinsic–intrinsic work values measured by the work-need typology (Huseman and Hatfield, 1990). After controlling for demographic variables, Millennial employees were found to show the highest preference for both extrinsic and intrinsic work values, followed by the Social Reform generation, whereas the Cultural Revolution generation scored lowest. Additionally, important similarities across the three generations were also found.

Research limitations/implications

These findings highlight the complex nature of generational phenomena and suggest the need to further develop a deep appreciation and understanding of the underlying reasons for those generational differences and similarities.

Originality/value

Drawing from generation and work values theory, the authors developed a theoretical framework that allows us to directly compare the three generations in the Chinese workforce with respect to the magnitude of importance each generation attaches to various work priorities. The present study represents an important initial step in throwing more light on the mechanisms underlying the observed generational differences and similarities in work values.

Details

Chinese Management Studies, vol. 12 no. 3
Type: Research Article
ISSN: 1750-614X

Keywords

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