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The aim of this study is to evaluate the impact of convenience on banking consumers' webrooming intention. To fulfil this objective, this study empirically investigates how convenience impacts consumers' webrooming intention, using a comprehensive moderated–mediation framework. The study investigates the mediating effects of perceived hedonic values and perceived utilitarian values and how these mediating effects are moderated by consumers' perceived security concerns.

Data were collected using a questionnaire-based offline survey from 534 banking users in India, using systematic sampling. The covariance-based structural equation modelling and PROCESS macro were used to examine the hypotheses.

The results indicated that access convenience, search convenience, benefit convenience and post-benefit convenience have a crucial impact on consumers' webrooming intention. The perceived hedonic values and perceived utilitarian values mediate the effects of convenience dimensions on webrooming intention, and mediation effects varied between high and low levels of consumers' perceived security concern.

This study was conducted in India using cross-sectional data. The proposed model can be replicated in other countries using longitudinal data for generalising the findings.

The study's findings will help banks identify how to enhance convenience to manage channel-switching behaviour.

“Webrooming”, a key channel-switching concern in a multichannel banking context is investigated by examining the impact of convenience dimensions.

Based on the stimulus-organism-response (SOR) framework, this paper aims to analyze the influence of environmental factors (e.g. competitive pressure) on the firm’s evaluations (i.e. perceived risk and convenience) and response (intention to purchase e-services).

A model is tested with data from a survey with 430 micro- and small-sized enterprises (MSEs) in an emerging country. The following constructs were measured: external factors, data security, lack of knowledge, perceived risk, convenience and purchase intention. Company size, internet use and previous experience were control variables.

MSEs’ intention to purchase e-services is strongly influenced by convenience, which in turn is more affected by external factors. Perceived risk is mainly affected by lack of knowledge and data security. Overall, the model supports the mediating role of perceived risk and convenience in the relationship between Stimuli factors (external factors, data security and lack of knowledge) on response (purchase intentions). For instance, data security influences purchase intention only through the mediation of perceived risk and convenience.

Firms interested in providing e-services for MSEs should improve the perceived convenience of e-commerce. At the same time, they can also reduce the lack of knowledge and increase data security to reduce the perceived risk of the decision-maker.

This paper demonstrates mediating effects of perceived risk and convenience, considering a SOR framework, as well as the analysis of business-to-business e-services in an understudied context, i.e. MSEs in an emerging country.

The purpose of this paper is to identify factors affecting word-of-mouth (WOM) towards Islamic Banking (IB) in Jordan through understanding the roles of service quality and perceived value.

A self-administered survey was hand-delivered to the targeted sample of Islamic banks customers in Jordan. The authors delivered 400 questionnaires to customers from which 352 were deemed valid for the analysis. Exploratory and confirmatory factor analyses were performed to assess the research constructs validity and composite reliability. Structural path analysis was also used to test the research model and hypothesised relationships between the variables.

Service quality has a positive and significant effect on perceived value and WOM towards IB. Convenience has a positive and significant effect on perceived value. Finally, perceived value has a positive and significant effect on WOM towards IB. Service quality exerted the strongest effect on perceived value and WOM. Also, 38 per cent of variation in perceived value was caused by religious motives, service quality and convenience path, whereas 34 per cent of variation in WOM towards IB was caused by perceived value, service quality and convenience path.

Future research needs to investigate other factors that may affect customers’ WOM concerning IB such as perceived bank image, trust and subjective norms. Future research should investigate other dimensions of perceived value such as social, psychological, emotional, sacrifice value and product values and how they affect WOM. From an international marketing standpoint, comparative studies between Jordanian and non-Jordanian Islamic customers are potential areas of future research for international marketing strategies and cross-cultural consumer behaviour analysis.

The paper identifies the determinants of WOM towards IB. Managers should focus on executing service quality strategies customised towards IB. Convenience is a major driver of perceived value and, then, WOM towards IB. Managers need to focus on key marketing messages that enhance religious motives in customers’ minds and hearts; however, attracting new customers and retaining the current ones depend on the perceived benefits in the areas of service quality, convenience and several value aspects.

This study is the first of its kind to test a model of WOM determinants in IB in Jordan. The study is thought to have made a reasonable contribution to consumer behaviour literature and, specifically, for decision-making process through developing and testing a model of WOM determinants towards IB. The study offers CEOs and marketing managers of Islamic banks new insights into the determinants of WOM and how they contribute to consumers’ decision-making process and attitudes to achieve the intended behavioural outcomes towards IB, which were not available at their hands before. These empirical findings are crucial inputs for marketing strategy formulation and implementation.

The purpose of this paper is to propose an innovative service model regarding the public library’s pilot project in Taiwan – Borrowing Books from Convenience Stores (BBCS). The proposed model presents a comprehensive evaluation of patrons to enhance readers’ intention to adopt this innovative library service.

A structured questionnaire was used to collect data from the users of the public library and convenience stores in Taiwan. Structural equation modeling was used to analyze the data.

The main findings of this study make both theoretical and practical contributions. First, this study explores the library’s extending service to convenience stores, and proposes an integrated BBCS model for the library’s innovative service. Second, the identification of influential factors, such as control influence, social interaction and perceived values of convenience, contributes to a marketing strategy for this innovative service offered by the library. Third, gender differences in some relationships of influential factors on BBCS use intention were identified.

Although many studies have investigated the adoption of self-service technology, this paper is the very first attempt to explore the use of the innovative library service in convenience stores. Based on several theories, an integrated model for users’ intention to use BBCS is proposed in this study. The authors also recommend various gender-specific strategies of BBCS service.

The purpose of this paper is to extend the utilitarian value of the dedication-based relationship maintenance mechanism of social exchange theory and customer perceived relationship investment to investigate the relationship performance of a retailer launching a self-service technology (SST). Computer anxiety and time consciousness are hypothesized to moderate the effects among these relationships.

The results of the structural equation model, with in-store kiosk use experience data collected for 211 respondents, supported the research model. Multiple regression analysis was used for testing the moderating effects.

The utilitarian value of dedication-based relationship maintenance is related to perceived relationship investment. Higher levels of customer-perceived relationship investment impact relationship performance. Computer anxiety and time consciousness act separately as both partial and full moderators.

First, this study did not consider different kinds of products/services to have different effects with regard to customer cognition. Second, most of the respondents were students, and this is a limitation in business research, because of such factors as lower incomes and higher information technology ability as compared to individuals with other occupations. Third, it is difficult to distinguish whether the level of perceived convenience is due to the convenience stores per se or the in-store kiosks that they have. Future research may thus consider analyzing in more detail how perceived convenience is evoked. Finally, future research can consider constraint-based relationship maintenance mechanisms with regard to operating in-store kiosk businesses.

Retailers who are willing to continually launch SSTs should tie such efforts to their relationship marketing strategies. Moreover, retailers who are willing to launch e-businesses should establish strategies designed to enhance customer experience with regard to the use of technology. Finally, launching SSTs should involve the continual development of an effective purchasing process and functional relationship marketing strategies.

This paper can help managers organize relationship maintenance mechanisms, especially with regard to the development of user utilitarian value, in order to obtain improved relationship performance.

The purpose of this paper is to investigate the qualities of delighted cruise travelling experience and proposed cruisers’ experience, service convenience and perceived overall value as the drivers of cruisers’ satisfaction and revisit intention. Thus, the attributes of an effective cruise-marketing strategy in formulating consumer’s recreational experiences are examined.

A total of 287 questionnaires were collected and structural equation modelling technique was used to analyse data obtained from cruise travellers.

The empirical results indicated that service convenience and cruisers’ experience significantly influence perceived overall cruisers’ satisfaction and revisit intention, whereas perceived overall cruise value influences perceived overall cruisers’ satisfaction but not cruisers’ revisit intention. Furthermore, empirical assessments support that service convenience is a higher-order model (reflective-reflective) consisting of decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience.

This research is among ongoing attempts that have been carried out regarding the qualities of cruise satisfaction and revisits intention and uncovers recreational experiences to propose an effective cruise-marketing strategy.

This paper aims to empirically test a model of different facets of perceived value (economic, emotional, aesthetic and convenience) and social mindfulness (SM) as determinants of consumer satisfaction and repurchase intentions of mobile smart wristbands.

A questionnaire designed to assess these effects was administered to students at a Midwestern US university. Data were analyzed using AMOS structural equation modeling software.

The findings reveal that SM was significant in explicating perceived convenience value. The utilitarian value measures in the model (economic and convenience) were found to significantly affect satisfaction and in turn, repurchase intention. Surprisingly, all hedonic-related constructs in the model (emotional and aesthetic) did not significantly affect satisfaction and subsequently, repurchase intentions.

Findings from this research suggest that when targeting young adults, marketing managers and retailers should focus their efforts to convenience value as influenced by SM.

This is one of only a few studies in marketing to investigate the role of SM and perceived value on satisfaction and repurchase intentions of a technology gadget among young consumers.

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting.

In cooperation with a survey firm, a total of 424 respondents were collected from among consumers who had experience of using multimedia kiosks at convenience stores in Taiwan. The conceptual model was tested by using structural equation modeling.

The results show that perceived usefulness and perceived enjoyment both, initially, influence perceived control and convenience and then affect consumer satisfaction, which in turn has an impact on consumer continued behavior intention. In addition, perceived enjoyment is found to enhance consumer satisfaction, but perceived usefulness is not.

This paper proposes a conceptual model to synthesize the essence of the ECM‐IT model and two important incentives in self‐service (i.e. perceived control and convenience) in order to provide a theoretical explanation for consumer satisfaction in the self‐service context. This not only extends the ECM‐IT model, but also remedies previous self‐service literature that lacked the theoretical background in investigations of consumer satisfaction.

Empirical studies using the technology acceptance model (TAM) have mainly focussed on utilitarian technologies. The purpose of this paper is to extend the TAM in order to develop a more nuanced understanding of the family dynamic around video game acceptance within households.

This paper proposes a new and unique adaptation of the TAM to study the acceptance of hedonic technologies in the context of parents’/carers’ acceptance and integration of video games within family-life dynamics. This adaptation of the TAM attempts to shed light on the social influences and intrinsic motivations behind parents’ and carers’ intentions to purchase video games for their children’s consumption.

The usefulness of video games lies in how enjoyable and entertaining they are, and this seems to be influenced by the convenience and ease of use that ultimately affects the behavioural intention towards video games. Convenience of use brings in social influences on perceived enjoyment and on parents’ actual behaviour towards video games. Some social influences seem to play a direct role in affecting children’s behaviour towards video games.

The authors acknowledge that using Facebook as a tool for data collection has limitations attributed to selection bias. Another limitation is not giving voice to the children to account for their own subjective experience of video games and relying on their parents’ perceptions on the matter.

This study advocated extending TAM within a hedonic framework in the context of examining parents’/carers’ acceptance of video games, while re-validating past theories of TAM and introducing new contextual variables adapted to address hedonic technologies.

Empirical studies using TAM have focussed on the utilitarian nature of technologies and very few considered hedonic technologies. This study’s key contribution to research lies in explaining the effects of parents’ perceived enjoyment, ease of use and convenience on the intention to purchase and play video games. The findings feed into work on the ethics and developmental issues around the marketing of video games to and for children.