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Mobile payment (MP), near field communication-based particularly, has become one of the future payment tools. This study aims to indicate the difference between consumer users and non-users by examining the effect of MP users’ perceived value on their satisfaction and on MP non-users behavioural intention. Once those MP users’ have achieved satisfaction, the study then investig ates how consumers bring about the need recognition and are more desirable to buy more products.

This study develops a research model, which examines the effect of consumer perceived value, including utilitarian value, technicality and perceived risk, on MP users’ satisfaction and MP non-users behavioural intention. In methodology, it adopts structural equation modelling to verify the proposed research model for empirical studies. The data set consists of 161 MP users and 277 non-users of consumers.

The findings show that consumers, both MP users and non-users included, are encouraged to improve utilitarian value if they are favourable to adopt MP services. Relatively, female users emphasize more on perceived risk, whilst male users emphasize more on technicality. Moreover, MP non-users and female users still have much concern about perceived risk such that they are inclined to avoid adopting MP services.

Past research has examined the adoption of MP services from the perspective of consumers with a focus on the perceived value, satisfaction and behavioural intention. However, only limited research examined the post-purchase evaluation of MP users. The study fills this gap by clarifying the difference between consumer users and non-users in the effect of MP users’ perceived value on their satisfaction and on their non-users behavioural intention.

The purpose of this study is to suggest possible approach which can be applied to estimate the monetary value of the ancillary services in today’s multichannel environment where consumers tend to exhibit cross-channel purchase behavior across the online and offline.

This study conducts literature reviews to identify ancillary services and discuss their service paths across online and offline channels based on service-dominant logic. It then proposes discrete choice modeling approach with stated preference data to estimating the implicit value of services.

By examining consumer decision-making process, some ancillary services attached to the products/services that consumers target at are revealed and discussed. By applying the discrete choice modeling approach which have been widely applied in the marketing and transportation area to describe consumers’ multichannel choices, it is believed that the implicit value that consumers are willing to pay for having those ancillary services can be estimated.

Value is generally considered transitory, stochastic and multidimensional and understood imprecisely. Past research recognized the importance of value to the service industry, but failed to give it a widely accepted definition. Issues on the value of time, value of information and value of services have been widely discussed in the literature, but most of them remained unsolved. The approach proposed by this study to estimating the value of services seems practicable and is worth a further validation by empirical study.

Digital transformation is a foundational change in how firms operate and deliver value to customers by using digital technologies to create new business opportunities. The purpose of this study is to offer a conceptual framework by reorganizing the elements of digital transformation, including resources, technology, capabilities and performance, into a workable process and investigating how firms integrate these resources, build new capabilities and transform them into enhanced performance.

This framework builds three blocks: resource integration, organizational capabilities and outcomes, exploring the impact of resource integration on outcomes through organizational capabilities. For resource integration, this study adopts a resource-based view (RBV) and service-dominant logic (SDL) to integrate organizational resources, including information technology (IT)-based resources, which play a role in moderating the effect of resource integration. Moreover, the author argues that firms’ capabilities have two levels: higher-order capabilities and lower-order capabilities, which will convert these resources through the capabilities into organizational performance.

This framework is built to understand the process of digital transformation and its antecedents for firms’ performance in business environments. Drawing on RBV, it provides a more holistic perspective that has been linked to resource integration, organizational capabilities and outcomes at the firm level. In this way, the theoretical basis for diminishing implicitness associated with the current perspective of digital transformation can be strengthened.

This paper offers a coherent discussion of digital transformation and explains the process of digital transformation, thus advancing prior work. The major contribution is connecting the process of digital transformation through which firms integrate resources, i.e. digital technologies and valuable, rare, inimitable and nonsubstitutable (VRIN) and nonVRIN resources as well, to build organizational dynamic capabilities based on RBV and SDL.