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Article
Publication date: 25 September 2019

Xiang Gong, Kem Z.K. Zhang, Chongyang Chen, Christy M.K. Cheung and Matthew K.O. Lee

Drawing on the social learning theory, the purpose of this paper is to examine the antecedents and consequences of users’ excessive online social gaming. Specifically, the…

Abstract

Purpose

Drawing on the social learning theory, the purpose of this paper is to examine the antecedents and consequences of users’ excessive online social gaming. Specifically, the authors develop a model to propose that observational learning and reinforcement learning mechanisms together determine excessive online social gaming, which further foster adverse consequences.

Design/methodology/approach

The model is empirically validated by a longitudinal survey among users of a popular online social game: Arena of Valor. The empirical data are analyzed using component-based structural equation modeling approach.

Findings

The empirical results offer two key findings. First, excessive online social gaming is determined by observational learning factors, i.e. social frequency and social norm, and reinforcement learning factors, i.e. perceived enjoyment and perceived escapism. Second, excessive online social gaming leads to three categories of adverse consequences: technology-family conflict, technology-work conflict and technology-person conflict. Meanwhile, technology-family conflict and technology-work conflict further foster technology-person conflict.

Originality/value

This study contributes to the literature by developing a nomological framework of excessive online social gaming and by extending the social learning theory to excessive technology use.

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Article
Publication date: 10 April 2019

Xiang Gong, Kem Z.K. Zhang, Chongyang Chen, Sesia J. Zhao and Matthew K.O. Lee

The advancements of mobile technologies and devices have greatly facilitated the extension of online services from web to mobile environments. Drawing on the…

Abstract

Purpose

The advancements of mobile technologies and devices have greatly facilitated the extension of online services from web to mobile environments. Drawing on the categorization theory, the purpose of this paper is to explore the impact of perceived entitativity on users’ web-mobile service extension behavior. The research model considers how perceived entitativity serves as a category cue to link the category- and piecemeal-based processing and shape users’ adoption of extended mobile services.

Design/methodology/approach

An online survey (n=552) was conducted to empirically test the model. The data were analyzed by structural equation modeling approach.

Findings

The results offer two major findings. First, performance expectancy, perceived controllability and subjective norm are important antecedents of users’ usage intention. Second, perceived entitativity has three types of effects on usage intention: it exerts a direct and positive influence on usage intention; it indirectly facilitates usage intention through increasing PE and perceived controllability; and it moderates the relationship between subjective norm and usage intention.

Originality/value

This study contributes to the literature by taking into account the interplay of category- and piecemeal-based processing to understand consumers’ web-mobile service extension behavior.

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Article
Publication date: 7 June 2019

Kem Z.K. Zhang, Xiang Gong, Chongyang Chen, Sesia J. Zhao and Matthew K.O. Lee

Drawing from the spillover effect literature, the purpose of this paper is to investigate the spillover effect in consumers’ web-mobile payment extension behavior. The…

Abstract

Purpose

Drawing from the spillover effect literature, the purpose of this paper is to investigate the spillover effect in consumers’ web-mobile payment extension behavior. The authors figure out two categories of factors associated with the spillover effect: relevant schema and schematic fit. Cognitive trust and emotional trust in web payment are used to capture relevant schema, while perceived similarity and perceived business tie are proposed to denote schematic fit in the web-mobile payment extension context.

Design/methodology/approach

An online survey (n =552) was conducted to empirically test the model. The data were analyzed by structural equation modeling approach.

Findings

The results show that relevant schema and schematic fit factors positively influence perceived value of mobile payment (MP), which facilitates consumers’ behavioral intention of MP.

Originality/value

This study contributes to the extant literature by theoretically identifying the key factors of the spillover effect and empirically investigating its role during the web-mobile service extension process.

Details

Internet Research, vol. 29 no. 6
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 12 November 2019

Xiang Gong, Kem Z.K. Zhang, Chongyang Chen, Christy M.K. Cheung and Matthew K.O. Lee

Drawing on the control agency theory and the network effect theory, the purpose of this paper is to examine the effect of privacy assurance approaches, network externality…

Abstract

Purpose

Drawing on the control agency theory and the network effect theory, the purpose of this paper is to examine the effect of privacy assurance approaches, network externality and technology complementarity on consumers’ self-disclosure in mobile payment (MP) applications. The authors identify four types of privacy assurance approaches: perceived effectiveness of privacy setting, perceived effectiveness of privacy policy, perceived effectiveness of industry self-regulation and perceived effectiveness of government legislation. The research model considers how these privacy assurance approaches influence privacy concerns and consumers’ self-disclosure in MP applications under boundary conditions of network externality and technology complementarity.

Design/methodology/approach

An online survey with 647 sample users was conducted to empirically validate the model. The target respondents were current consumers of a popular MP application. The empirical data were analyzed by a structural equation modeling approach.

Findings

The empirical results reveal several major findings. First, privacy assurance approaches can effectively decrease privacy concerns, which ultimately formulates consumers’ self-disclosure in MP applications. Second, network externality and technology complementarity weaken the effect of perceived effectiveness of privacy setting on privacy concerns. Third, network externality and technology complementarity strengthen the relationship between perceived effectiveness of government legislation and privacy concerns, while they have non-significant interaction effect with perceived effectiveness of privacy policy and industry self-regulation on privacy concerns.

Practical implications

MP providers and stakeholders can harness the efficacy of privacy assurance approaches in alleviating privacy concerns and promoting consumers’ self-disclosure in MP applications.

Originality/value

The authors’ work contributes to the information privacy literature by identifying effective privacy assurance approaches in promoting consumers’ self-disclosure in MP applications, and by highlighting boundary conditions of these privacy assurance approaches.

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Article
Publication date: 5 February 2018

Li Xiang, Xiabing Zheng, Kem Z.K. Zhang and Matthew K.O. Lee

The purpose of this paper is to integrate broaden theoretical perspectives in the investigation of the key antecedents of consumers’ continuous review contribution…

Abstract

Purpose

The purpose of this paper is to integrate broaden theoretical perspectives in the investigation of the key antecedents of consumers’ continuous review contribution behavior on restaurant guide online opinion platforms (OOPs). Integrating both rational and relational theoretical perspectives with an extension of the investment model, a research model was proposed to explain what factors influence consumers’ intention to continuously contribute electronic WOM (eWOM) on OOPs.

Design/methodology/approach

The research model was empirically tested with an online survey study of 438 eWOM contributors from a leading Chinese restaurant guide OOP, Dianping.com.

Findings

The results indicated that satisfaction, affective commitment, and continuance commitment were key determinants of consumers’ continuance intention to contribute eWOM on the platform. Satisfaction was driven by concern for other consumers, social benefits, platform assistance, and venting negative feelings. Quality of alternatives and investment size significantly affected continuance commitment.

Research limitations/implications

The selection of respondents is bound to the China area within a particular OOP, although the chosen OOP is a leading one in China. In addition, this study focuses on the perspective of commitment, but some social factors are neglected.

Originality/value

This paper provides an integrated theoretical framework to explore the factors determining consumers’ continuance intention to contribute restaurant reviews on OOPs. From both rational and relational theoretical perspectives, the proposed model reveals the factors that encourage consumers to continue contributing eWOM on OOPs.

Details

Industrial Management & Data Systems, vol. 118 no. 1
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 1 June 2015

Hong Zhang, Kem Z.K. Zhang, Matthew K.O. Lee and Feng Feng

With the prevailing microblogging phenomenon, many marketers have created their microblog accounts to promote products, advertise brands, and attract consumers. The…

Abstract

Purpose

With the prevailing microblogging phenomenon, many marketers have created their microblog accounts to promote products, advertise brands, and attract consumers. The purpose of this paper is to examine the effects of consumers’ community commitment, information technology (IT) habit, and participation on their brand loyalty in the context of enterprise microblogs.

Design/methodology/approach

A total of 364 valid data were collected from fans or followers of enterprise microblogs through a survey on Weibo.com. The data were analyzed with smart partial least squares.

Findings

Community commitment and IT habit directly lead to brand loyalty and indirectly affect brand loyalty through the mediating influence of participation. Information quality, perceived expertise, and social interaction are antecedents of community commitment. Satisfaction, importance, and social interaction positively affect IT habit.

Research limitations/implications

To enhance the generalizability of the study, future studies may examine findings in other platforms (e.g. Twitter) with a large sample size.

Practical implications

Practitioners can increase consumers’ brand loyalty through enterprise microblogs. Considerable attention should be directed to facilitating members’ community commitment and IT habit. In addition, the study points out significant antecedents of community commitment and IT habit for researchers, managers, and companies.

Originality/value

To uncover the marketing potential of microblogging technology, the authors highlight the need for investigating how enterprise microblogs generate promising marketing outcomes. The present study examines key determinants of brand loyalty. The model empirically shows the significant effects of community commitment, IT habit, and participation.

Details

Information Technology & People, vol. 28 no. 2
Type: Research Article
ISSN: 0959-3845

Keywords

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Article
Publication date: 6 June 2008

Christy M.K. Cheung, Matthew K.O. Lee and Neil Rabjohn

Web‐based technologies have created numerous opportunities for electronic word‐of‐mouth (eWOM) communication. This phenomenon impacts online retailers as this easily…

Abstract

Purpose

Web‐based technologies have created numerous opportunities for electronic word‐of‐mouth (eWOM) communication. This phenomenon impacts online retailers as this easily accessible information could greatly affect the online consumption decision. The purpose of this paper is to examine the extent to which opinion seekers are willing to accept and adopt online consumer reviews and which factors encourage adoption.

Design/methodology/approach

Using dual‐process theories, an information adoption model was developed to examine the factors affecting information adoption of online opinion seekers in online customer communities. The model was tested empirically using a sample of 154 users who had experience within the online customer community, Openrice.com. Users were required to complete a survey regarding the online consumer reviews received from the virtual sharing platform.

Findings

The paper found comprehensiveness and relevance to be the most effective components of the argument quality construct of the research model, making them key influencers of information adoption.

Research limitations/implications

Only 46 per cent of the variance is explained by the constructs due to its intentional simplicity. This would indicate that there are more actors in motivating information adoption than solely information usefulness. A closer look should be taken at the effectiveness of some of the other motivational factors suggested in the previous research on this topic.

Practical implications

The paper outlines ways to effectively promote one's business or cause through online customer communities, as well as general tips for web site and forum moderators for facilitating such presentation in a manner useful to the members of their online communities.

Originality/value

This paper is one of the first to develop and empirically test a theory‐driven information adoption model for opinion seekers in online customer communities. It also uniquely breaks down and tests the components of argument quality to discern the important motivating factors.

Details

Internet Research, vol. 18 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

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Article
Publication date: 2 March 2015

Xiabing Zheng, Christy M. K. Cheung, Matthew K.O. Lee and Liang Liang

The purpose of this paper is to explore the concept of user engagement in the context of online brand communities. A research model is proposed to explain how brand…

Abstract

Purpose

The purpose of this paper is to explore the concept of user engagement in the context of online brand communities. A research model is proposed to explain how brand loyalty is developed through user engagement.

Design/methodology/approach

The research model was empirically tested with an online survey study of 185 current Facebook users.

Findings

Results revealed that user engagement influenced brand loyalty both directly and indirectly through online community commitment. Users tend to focus on the benefits (rather than the costs) derived from the usage when they engage in an online brand community.

Research limitations/implications

The selection of respondents is bound to the Hong Kong area, while Facebook members are globally distributed. In addition, this study involved a cross-sectional design instead of investigating the development of brand loyalty from a long-term perspective.

Practical implications

The results inform e-marketers the importance of user engagement behaviors for building brand loyalty through online communities. Strategies that encourage members to engage in online brand communities on social networking sites such as Facebook are also provided.

Originality/value

The concept of user engagement in online brand communities is still poorly understood, underscoring the need for theoretically based research of user engagement. This paper enriches the knowledge in the area of brand engagement by presenting a research model that introduces the concept of user engagement in social media research and empirically examines its role in building brand loyalty in online brand communities.

Details

Information Technology & People, vol. 28 no. 1
Type: Research Article
ISSN: 0959-3845

Keywords

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Article
Publication date: 2 February 2015

Tommy K. H. Chan, Christy M. K. Cheung, Na Shi and Matthew K. O. Lee

The purpose of this paper is to examine the factors associated with user satisfaction in the social network sites (SNSs), and to explore the moderating effects of gender…

Abstract

Purpose

The purpose of this paper is to examine the factors associated with user satisfaction in the social network sites (SNSs), and to explore the moderating effects of gender on user satisfaction.

Design/methodology/approach

A research model was built upon the expectation disconfirmation model (EDM) with a focus on SNSs specific motivations (i.e. relationship maintenance and entertainment). The model was tested empirically with 221 experienced Facebook users using an online survey.

Findings

The research model explained 40.5 percent of the variance in user satisfaction. In addition, the results showed that entertainment plays a more important role in determining user satisfaction with SNSs for male users, while relationship maintenance is more important in determining user satisfaction with SNSs for female users.

Research limitations/implications

The current study enriched the theoretical understanding of user satisfaction in the context of SNSs. Particularly, perceptions and disconfirmations about the use of SNSs were identified and empirically tested. Furthermore, gender differences in terms of SNSs usage were empirically demonstrated.

Originality/value

The present study is one of the first few studies that attempts to explain user satisfaction with SNSs as well as examine the role of gender with a theoretical foundation. It complements the empirical research in the IS literature that addresses new social communication technologies.

Details

Industrial Management & Data Systems, vol. 115 no. 1
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 1 May 2006

Matthew K.O. Lee, Christy M.K. Cheung, Kai H. Lim and Choon Ling Sia

The proliferation and advance of web‐based technologies create expanded opportunities for retailers to gain a better understanding of their customers. However, the success…

Abstract

Purpose

The proliferation and advance of web‐based technologies create expanded opportunities for retailers to gain a better understanding of their customers. However, the success of these web‐based discussion boards depends solely on whether customers are willing to share their knowledge and experience with other customers in these discussion boards. Thus, this study aims at identifying the factors that drive knowledge sharing among customers in web‐based discussion boards.

Design/methodology/approach

An exploratory study with 104 respondents was conducted to identify and categorize the key factors of customer knowledge sharing in web‐based discussion boards.

Findings

The results indicate that the enjoyment of helping others is the most frequently cited reason for customer knowledge sharing in web‐based discussion boards. On the other hand, the lack of knowledge self‐efficacy is the mostly cited reason explaining why customers do not want to share knowledge with others.

Research limitations/implications

The exploratory analysis suggests that the underlying reasons that motivate and inhibit customers to share are very different. There is a need to integrate multiple theoretical perspectives from across the social and technical domains if this phenomenon is to be better understood.

Practical implications

Building upon the findings of this study, some generic guidelines for retailers and web designers for promoting customer sharing in web‐based discussion boards are outlined.

Originality/value

This research is one of the first studies to use the socio‐technical perspective to investigate customer knowledge sharing phenomena in web‐based discussion boards.

Details

Internet Research, vol. 16 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

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