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Article
Publication date: 10 October 2022

Saeed Vayghan, Dennis Baloglu and Seyhmus Baloglu

The primary purpose of this study was to examine the underlying consumer values that drive hotel booking mobile app users to engage more with the app and use the app

Abstract

Purpose

The primary purpose of this study was to examine the underlying consumer values that drive hotel booking mobile app users to engage more with the app and use the app continuously for hotel booking purposes.

Design/methodology/approach

By conducting confirmatory factor analysis (CFA) and structural equation modeling (SEM) on the data collected through the Qualtrics online survey platform from 506 respondents in the United States, the proposed measurements and structural models were tested.

Findings

The findings for both Generation Xers and Millennials revealed that hedonic and social values influenced mobile app engagement, which strongly influenced mobile app loyalty. Thus, to enhance customer engagement and indirectly influence mobile app loyalty, the app value delivery should appeal to social and hedonic values. Although the utilitarian values for using apps had a potential direct impact on mobile app loyalty, the mediation analysis showed that mobile app engagement, when connecting consumption values to mobile app loyalty, served as a full mediator for Generation Xers and a partial mediator for Millennials.

Practical implications

This study provides insights into how hotels and online travel agent (OTA) marketing managers may consider augmenting user engagement with hotel booking mobile apps. This study suggests that hoteliers and OTAs should further develop their user experience efforts to enhance the utilitarian features of their mobile app to increase revenue from repeat purchases. Additionally, this study provides implications for enhancing the hedonic and social features of hotel booking mobile apps to appeal to Millennials and Gen Xers.

Originality/value

This study developed and assessed an integrated model to investigate the relationships between consumption values, engagement and loyalty in hotel booking mobile apps. Furthermore, it examined generational cohorts' role in the relationships between these constructs.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 27 July 2022

Raphael Odoom

The exponential growth of smartphones is complemented by an astronomical development of mobile apps that have been changing ways in which humans interact with each other…

Abstract

Purpose

The exponential growth of smartphones is complemented by an astronomical development of mobile apps that have been changing ways in which humans interact with each other, as well as how brands and customers interact. This study aims to examine the effect of mobile device and mobile app innovations on user lifestylisation among consumers from developing countries.

Design/methodology/approach

Through a qualitative approach, data was collected via focus group interviews from 32 participants from across 15 developing countries who were largely emerging cosmopolitans.

Findings

Using the thematic analysis technique, the study finds that consumer lifestylisations, based on consumption and utilisation of mobile devices and mobile apps, hinge on either pre-purchase considerations or post-purchase discoveries that stem from a bouquet of hedonic and/or utilitarian motivations. Two consumer categories are identified, with each category exhibiting unique patterns.

Originality/value

The empirical findings provide valuable theoretical contributions to new knowledge as well as practical implications for mobile gadget manufacturers and mobile app developers domiciled, or those aiming to establish their presence, in developing economies.

Details

Qualitative Market Research: An International Journal, vol. 25 no. 4
Type: Research Article
ISSN: 1352-2752

Keywords

Article
Publication date: 5 July 2022

Sara H. Hsieh and Crystal T. Lee

Mobile promotion has become an important and popular mechanism for mobile commerce, with many companies using this approach to increase sales and drive brand satisfaction…

Abstract

Purpose

Mobile promotion has become an important and popular mechanism for mobile commerce, with many companies using this approach to increase sales and drive brand satisfaction toward the use of mobile apps. Despite the crucial nature of this topic, knowledge on the value of mobile promotion remains insufficient. Drawing upon consumption value theory (CVT), this study aims to examine the underlying mechanism that drives app satisfaction and in-app purchase.

Design/methodology/approach

In this research, the authors selected retail mobile apps for empirical testing. The authors recruited 476 users to complete a survey and analyzed the results using partial least squares structural equation modeling.

Findings

The results revealed that functional (monetary savings and localization), social (self-expression), emotional (entertainment), epistemic (exploration) and conditional (personalization) value increase the desirability of mobile promotion, thereby facilitating app satisfaction and in-app purchase.

Originality/value

Amid the vast business opportunities of mobile commerce, numerous brands have developed mobile apps that function as platforms for the promotion, provision and purchase of products and services. With the prevalence of mobile app downloads, apps have become the primary mobile platform for conducting mobile promotion. This research contributes to the literature and offers retailers insight into how to create value that can increase app satisfaction and in-app purchasing through mobile promotion.

Details

International Journal of Retail & Distribution Management, vol. 50 no. 12
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 15 October 2021

Shaobo Liang

This paper aims to explore the users' cross-app behavior characteristics in mobile search and to predict users' cross-app behavior using multi-dimensional information.

Abstract

Purpose

This paper aims to explore the users' cross-app behavior characteristics in mobile search and to predict users' cross-app behavior using multi-dimensional information.

Design/methodology/approach

This paper presents a longitudinal user experiment in 15 days. This paper recruited 30 participants and collected their mobile phone log data in the whole experiment. The structured diary method was also used to collect contextual information in mobile search.

Findings

This study focused on the users' cross-app behavior in mobile search and described cross-app behavior's basic characteristics. Usage of communication app and tool apps could trigger more cross-app behavior in mobile search. The method of cross-app behavior prediction in the mobile search was proposed. Collecting users' more contextual information, such as search tasks, search motivation and other environmental information, can effectively improve the prediction accuracy of cross-app behavior in mobile search.

Practical implications

The future research on cross-app behavior prediction should focus on context information in mobile search. Better prediction of cross-app behavior can reduce the users' interaction burden.

Originality/value

This paper contributes to research into cross-app behavior, especially in the mobile search research domain.

Details

Aslib Journal of Information Management, vol. 74 no. 1
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 5 August 2021

Jialin Snow Wu, Shun Ye, Chen Jerry Zheng and Rob Law

To better understand how to retain hospitality customers in the fierce competition among mobile applications, this study aims to propose and empirically validates an…

Abstract

Purpose

To better understand how to retain hospitality customers in the fierce competition among mobile applications, this study aims to propose and empirically validates an integrative framework, which elaborates how conscious and subconscious factors, together with affective factors, may induce app loyalty and how brand viscosity moderates such effects.

Design/methodology/approach

The authors conducted an online survey to collect data and received a total of 268 valid responses. This study splits the data into two groups (brand viscosity vs non-viscosity). Then, the authors performed a multi-group structural equation modeling with Chi-square difference tests to compare the model between the two groups.

Findings

The findings support the integrative model and reveal that the influence of app satisfaction on loyalty is stronger for app users who do not stick to one brand across the website and mobile app channels. Moreover, for those with brand viscosity, habit and switching cost are two significant determinants that exert positive effects in inducing app loyalty.

Research limitations/implications

Brand viscosity across different channels matters for the effects of habit and switching costs in shaping app loyalty. E-commerce managers should elaborate on brand management among various booking channels and establish effective digital marketing strategies to facilitate the formation of usage habits and switching costs and to enhance brand viscosity across channels.

Originality/value

This research advances the knowledge of app loyalty in hospitality by providing a comprehensive explanatory framework from affective, conscious and subconscious lenses. This research is among the first to unveil the impact of brand viscosity on the links between loyalty and its determinants.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 10
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 5 January 2021

Mohammad S. Najjar, Laila Dahabiyeh and Raed Salah Algharabat

Mobile device users are frequently faced with a decision to allow access to their personal information that resides on their devices in order to install mobile

Abstract

Purpose

Mobile device users are frequently faced with a decision to allow access to their personal information that resides on their devices in order to install mobile applications (apps) and use their features. This paper examines the impact of satisfaction on the intention to allow access to personal information. The paper achieves this by acknowledging the affective and cognitive components of satisfaction derived from affect heuristic and privacy calculus theories, respectively.

Design/methodology/approach

Survey data was collected from mobile device users who download and install mobile apps on their devices. Overall, 489 responses were collected and analyzed using LISREL 8.80.

Findings

The findings suggest that personal information disclosure decision is mainly a matter of being satisfied with the mobile app or not. We show that perceived benefits are more critical than perceived risks in determining satisfaction, and that perceived benefits influence intention to allow access to personal information indirectly through satisfaction.

Originality/value

This study offers a more nuanced analysis of the influence of satisfaction by examining the role of its two components: the cognitive (represented in perceived benefits and perceived risks) and the affective (represented in affect). We show that information disclosure decision is a complicated process that combines both rational and emotional elements.

Details

Online Information Review, vol. 45 no. 3
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 21 August 2017

Preeti Tak and Savita Panwar

The purpose of this paper is to understand antecedents of app-based shopping in an Indian context. The paper has used unified theory of acceptance and use of technology…

3141

Abstract

Purpose

The purpose of this paper is to understand antecedents of app-based shopping in an Indian context. The paper has used unified theory of acceptance and use of technology (UTAUT) 2 model for examining the impact of various constructs on behavioral intention and usage behavior of smart phone users toward the mobile shopping apps.

Design/methodology/approach

The constructs were tested and validated by means of a structured questionnaire which was administered on a sample of 350 mobile app shoppers in Delhi. AMOS 20 was used to analyze the collected data.

Findings

The study revealed that hedonic and habit are the strongest predictors of users’ behavioral intention to use mobile apps for shopping. Respondents are also influenced by the deals that are being offered by the marketers. The research also suggests that facilitating conditions help in usage of mobile apps for shopping.

Research limitations/implications

Managerial implications simplifying the interface which would encourage the less technologically advanced individuals to use mobile apps. Hedonic element of shopping through mobile apps should also be enhanced.

Originality/value

This study contributes to the research on intentions and usage behavior of consumer technologies by adopting UTAUT 2 model to explain the intentions and usage behavior toward mobile apps for shopping. The paper also measured the role of deals in influencing the consumers.

Details

Journal of Indian Business Research, vol. 9 no. 3
Type: Research Article
ISSN: 1755-4195

Keywords

Article
Publication date: 29 October 2018

Xiuyuan Gong, Zhiying Liu, Xiabing Zheng and Tailai Wu

Mobile social apps permeate every facet of daily life through the pervasive use of smartphones. Customer retention with mobile social apps has become extremely important…

1590

Abstract

Purpose

Mobile social apps permeate every facet of daily life through the pervasive use of smartphones. Customer retention with mobile social apps has become extremely important for app-related companies. The purpose of this paper is to explore why experienced users in mobile social apps (e.g. WeChat) are likely to continue using the app.

Design/methodology/approach

This study proposed a conceptual model to identify key determinants of continuance intention of WeChat users and highlight the effects of individual experience. Data were collected from WeChat users, which is one of the most popular mobile social apps in China. The study employed partial least squares regression to test the research model based on a survey of 295 valid responses.

Findings

Results showed that trust, which was driven by user satisfaction and perceived critical mass, played a critical role in influencing the continuance intention of WeChat users. Moreover, tie strength exerted a negative moderating effect on the relationship between trust and continuance intention. Specifically, tie strength and perceived critical mass had strong impacts on the continuance intention of low-experience users. In addition, the effect of frequency was closely associated with the continuance intention of high-experience users.

Research limitations/implications

This study addressed the issue of mobile social app continuance intention by providing an innovative means to explore the key antecedents of user continuance intention from the experience perspective. The findings not only prove that trust plays a central role in influencing the continuance intention of experienced users but also reveal that the determinants of continuance intention vary among users with different experience. The results provide insights into the key antecedents of experienced WeChat user continuance intention and contribute to the literature on mobile social apps and individual differences.

Practical implications

The results provide suggestions for mobile social app practitioners to effectively plan mobile social app retention practices and to set up appropriate incentive mechanisms for retaining users with different experiences.

Originality/value

Although abundant studies have focused on the adoption of media users, few studies have investigated the post-adoption behavior of experienced users in the context of mobile social apps. This study revealed the key determinants of the continuance intention of WeChat users and pinpointed the different impacts of these antecedents on users with different levels of experience. It also provides useful guidelines for practitioners to effectively retain users with different levels of experience.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 21 September 2015

Qunyi Wei, Zhaoxin Chang and Qin Cheng

The purpose of this paper is to determine the usability of the mobile library App of Chongqing University and to provide recommendations for improving the experience of App

2954

Abstract

Purpose

The purpose of this paper is to determine the usability of the mobile library App of Chongqing University and to provide recommendations for improving the experience of App users.

Design/methodology/approach

Usability testing, which comprised pre-test questionnaires, accomplishing tasks, and post-test surveys, was conducted in this study. The effectiveness and efficiency of the App, as well as user satisfaction with it, were measured.

Findings

The mobile App was proven effective but the efficiency of the App required improvement. With regard to user satisfaction, the factors “clarity” and “usefulness” received the lowest and highest scores, respectively. The descriptions of mobile services were unclear and confused users; nonetheless, the services provided by this App were appealing and useful to the users. Based on the measured user experience, this study proposed several recommendations for enhancing the usability of the App.

Originality/value

An increasing number of domestic and foreign libraries have begun to use mobile Apps to provide new services to patrons. In the future, smartphones are likely to become crucial to the delivery of information services. Given the extensive use of the Super Star Mobile Library system adopted by Chongqing University Library in China, the usability of such a system must be investigated. Improving the usability of the mobile library App can help enhance user experience.

Details

Library Hi Tech, vol. 33 no. 3
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 10 February 2021

Edmund Wut, Peggy Ng, Ka Shing Wilson Leung and Daisy Lee

This study aims to investigate whether gamified elements affect the use behaviour of young people (between age 12 and 25 years) on consumption-related mobile applications.

Abstract

Purpose

This study aims to investigate whether gamified elements affect the use behaviour of young people (between age 12 and 25 years) on consumption-related mobile applications.

Design/methodology/approach

A survey was conducted on 151 young people between the ages of 12 and 25 years.

Findings

The results showed that use behaviour on consumption mobile applications was affected by gamification. Behavioural intention to use was affected by the performance expectancy (PE) and effort expectancy (EE) of mobile application designs. Mobile applications characteristics do not affect behavioural intention to use mobile applications but through the mediator mobile application designs.

Research limitations/implications

This study also proposes mechanisms that explain how mobile apps characteristics affect EE and PE through app designs. Use behaviour is affected by Gamification elements. Affective need and social need link up uses and gratification (U&G) theory and unified theory of acceptance and use of technology (UTAUT)in gamification context. This study confirms the affective need affecting behavioural intention (Thongsri et al., 2018). In this regard, the mechanism between the relationship of affective need and behavioural intention was showed. Affective need through both PE and EE influencing behavioural intention.

Practical implications

Corporations should consider adding gamified elements into consumption-related mobile apps to increasing usage behaviour. Lucky draws, quizzes and games could be built in for mobile apps. Mobile app designs and characteristics could improve user experience by allowing consumers to perform their search and buying processes easily. Mobile app designs will not directly influence “behavioral intention to use” but use behaviour.

Social implications

Practitioners need to look at the problem from technological and customer perspectives. From technological viewpoint, both mobile apps characteristics and design are important in affecting user behaviour. From customer’s perspective, it would be helpful to add gaming elements to the mobile apps and induce emotion. One may also use visual image to create an immersive experience on the development of storyline. Prospective customers might focus on what is going on in the story and pay less attention on its own logic. Thus, simply lucky draw might not have a true effect since player have its own belief working. A suitable story element could have positive effect on mobile apps use behaviour.

Originality/value

This study is one of the first to examine the association between gamification and use behaviour on consumption-related mobile applications. A new framework was proposed by integrating UTAUT model and U&G theory.

Details

Young Consumers, vol. 22 no. 3
Type: Research Article
ISSN: 1747-3616

Keywords

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