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Abstract

Details

Social Media, Mobile and Cloud Technology Use in Accounting: Value-Analyses in Developing Economies
Type: Book
ISBN: 978-1-83982-161-5

Article
Publication date: 11 May 2021

Aurély Lao, Mariana Vlad and Annabel Martin

This research analyzes how the dimensions of the customer experience derived from using a digital kiosk during the store visit influence shopping value, self-mental…

1141

Abstract

Purpose

This research analyzes how the dimensions of the customer experience derived from using a digital kiosk during the store visit influence shopping value, self-mental imagery and the behavioral intentions of buying and word of mouth. Mediation effects of utilitarian, hedonic and social shopping values are examined, as well as the mediating effect of self-mental imagery.

Design/methodology/approach

Two empirical studies were conducted to test the research hypotheses. A first analysis was carried out using a sample of 115 customers from several retail sectors. For the second study, 200 customers of one of the largest international sporting goods retailers were interviewed immediately after their store visit.

Findings

The results confirm significant influences of each dimension of the digital kiosk customer experience (sensorial, pragmatic, cognitive, social) on shopping value and self-mental imagery. They highlight strongest effects as well as the quasi-generalized mediating role of these values, and this self-mental imagery in the relations between the components of the experience and the behavioral intentions.

Research limitations/implications

The studies were carried out in only one country (France). It would be also useful to consider variations in shopping motives and in involvement between retail sectors. Highlighted relationships should be deepened by experiments intended to identify the psychological mechanisms and emotions capable of mediating influences of customer experience on shopping value.

Practical implications

The results encourage both advice on the design of digital kiosks and the specifications of their content and several recommendations about the widespread introduction of kiosks or similar new technologies.

Originality/value

This research highlights influences of each of components of customer experience when using an interactive kiosk on shopping values and self-mental imagery, and central roles of these in understanding influences of the customer experience on behavioral responses.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 7
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 9 March 2012

Cheng Wang, Jennifer Harris and Paul G. Patterson

The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past…

12903

Abstract

Purpose

The purpose of this paper is to explore situational influences on customers' actual choice between self‐service and personal service and to examine the impact of past experiences on self‐service technology (SST) attitudes and behavior.

Design/methodology/approach

A supermarket self‐checkout machine is the SST under investigation. A mixed qualitative research design was used and a total of 209 observations and 47 interviews were obtained from customers in five supermarket stores in Australia.

Findings

Perceived waiting time, perceived task complexity, and companion influence are the three situational factors that impact on a customer's actual choice between self‐service and personal service. Past experiences influence SST attitudes and behavior in a more complex manner than SST characteristics and other individual difference variables.

Research limitations/implications

The findings may not be generalizable to internet‐ or telephone‐based SST contexts.

Practical implications

By understanding what factors affect a customer's choice, better strategies can be developed to manage and coordinate multiple service delivery options. The findings also highlight the importance of preventing frequent failure and providing speedy recovery in the SST context.

Originality/value

This paper goes beyond SST attitudes/intentions and focuses on the moderating effect of situational factors on a customer's actual SST behavior. It also examines the impact of focal product and product‐norm experiences on SST attitudes and behavior.

Article
Publication date: 21 June 2019

Elham Sayyad Abdi, Helen Partridge, Christine Bruce and Jason Watson

The purpose of this paper is to provide an understanding of skilled immigrants’ lived experience of using information to learn about their new setting.

Abstract

Purpose

The purpose of this paper is to provide an understanding of skilled immigrants’ lived experience of using information to learn about their new setting.

Design/methodology/approach

Thematic analysis was conducted on a qualitative data set collected through 16 semi-structured interviews with newly arrived skilled immigrants in Australia.

Findings

The study uncovered six different themes of experiencing using information to learn among skilled immigrants. The themes, presented as a framework, explain skilled immigrants learn about their new life through: attending to shared stories by others; getting engaged; researching; comparing and contrasting past and present; being reflective; and being directly educated.

Research limitations/implications

The study presents the theory-to-practice translation approach of “information experience design” that enables the enactment of theoretical understanding of information research.

Originality/value

The study invites, encourages and enables information professionals to take part in interdisciplinary conversations about integration of skilled immigrants in their host countries. Using the presented framework in the study, information professionals will be able to explain skilled immigrants’ learning about their new setting from an information lens. This provides information professionals an opportunity to work with immigration service stakeholders to help them incorporate the presented framework in their real-world practice and service. Such practice and services are of potential to support newly arrived skilled immigrants to become more information literate citizens of the host society who can participate more fully in their host society.

Open Access
Article
Publication date: 3 May 2019

Hanna Komulainen and Saila Saraniemi

The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other…

14916

Abstract

Purpose

The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service.

Design/methodology/approach

The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method.

Findings

The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services.

Research limitations/implications

As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees’ age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences.

Practical implications

As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers’ value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability.

Originality/value

The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers’ and the related value, and thus provides original implications for both theory and practice.

Details

International Journal of Bank Marketing, vol. 37 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 20 April 2015

Apramey Dube and Anu Helkkula

The purpose of this paper is to examine customers’ use experiences in a smartphone application (app) context. Apps have emerged as popular tools among marketing…

4507

Abstract

Purpose

The purpose of this paper is to examine customers’ use experiences in a smartphone application (app) context. Apps have emerged as popular tools among marketing practitioners. In service research, however, smartphone apps, and their customers’ use experiences, have received limited attention.

Design/methodology/approach

This paper provides a conceptual overview and draws on an empirical two-phase study comprising diary narratives of using a specific app and semi-structured interviews on the use of multiple apps by app users.

Findings

Results show that indirect use experiences play an important role in the holistic service experience. Compared with direct experiences, indirect use experiences do not require the actual use of apps or direct contact with the user. Also the context, such as the time and location of app use, is important for both direct and indirect use experience.

Research limitations/implications

This paper highlights indirect use experiences as a vital component of service experiences and encourages researchers not to restrict use experiences to direct use only. Indirect use experiences enable managers to gain deep insights into the everyday use experiences of current and potential customers.

Originality/value

First, previous research on service experience has mainly focused on direct use experiences. This study highlights that indirect use experiences are an important part of the service experience. Second, to the best of the authors’ knowledge, this research is the first attempt to investigate the use experiences of smartphone apps in a service marketing context.

Details

Journal of Service Management, vol. 26 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Book part
Publication date: 10 December 2015

Dekar Urumsah

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally…

Abstract

The concept and practice of e-services has become essential in business transactions. Yet there are still many organizations that have not developed e-services optimally. This is especially relevant in the context of Indonesian Airline companies. Therefore, many airline customers in Indonesia are still in doubt about it, or even do not use it. To fill this gap, this study attempts to develop a model for e-services adoption and empirically examines the factors influencing the airlines customers in Indonesia in using e-services offered by the Indonesian airline companies. Taking six Indonesian airline companies as a case example, the study investigated the antecedents of e-services usage of Indonesian airlines. This study further examined the impacts of motivation on customers in using e-services in the Indonesian context. Another important aim of this study was to investigate how ages, experiences and geographical areas moderate effects of e-services usage.

The study adopts a positivist research paradigm with a two-phase sequential mixed method design involving qualitative and quantitative approaches. An initial research model was first developed based on an extensive literature review, by combining acceptance and use of information technology theories, expectancy theory and the inter-organizational system motivation models. A qualitative field study via semi-structured interviews was then conducted to explore the present state among 15 respondents. The results of the interviews were analysed using content analysis yielding the final model of e-services usage. Eighteen antecedent factors hypotheses and three moderating factors hypotheses and 52-item questionnaire were developed. A focus group discussion of five respondents and a pilot study of 59 respondents resulted in final version of the questionnaire.

In the second phase, the main survey was conducted nationally to collect the research data among Indonesian airline customers who had already used Indonesian airline e-services. A total of 819 valid questionnaires were obtained. The data was then analysed using a partial least square (PLS) based structural equation modelling (SEM) technique to produce the contributions of links in the e-services model (22% of all the variances in e-services usage, 37.8% in intention to use, 46.6% in motivation, 39.2% in outcome expectancy, and 37.7% in effort expectancy). Meanwhile, path coefficients and t-values demonstrated various different influences of antecedent factors towards e-services usage. Additionally, a multi-group analysis based on PLS is employed with mixed results. In the final findings, 14 hypotheses were supported and 7 hypotheses were not supported.

The major findings of this study have confirmed that motivation has the strongest contribution in e-services usage. In addition, motivation affects e-services usage both directly and indirectly through intention-to-use. This study provides contributions to the existing knowledge of e-services models, and practical applications of IT usage. Most importantly, an understanding of antecedents of e-services adoption will provide guidelines for stakeholders in developing better e-services and strategies in order to promote and encourage more customers to use e-services. Finally, the accomplishment of this study can be expanded through possible adaptations in other industries and other geographical contexts.

Details

E-services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-709-7

Keywords

Article
Publication date: 8 August 2022

Chengyao Xin

This paper aims to present a case study of virtual-reality-based product demonstrations featuring items of furniture. The results will be of use in further design and…

Abstract

Purpose

This paper aims to present a case study of virtual-reality-based product demonstrations featuring items of furniture. The results will be of use in further design and development of virtual-reality-based product demonstration systems and could also support effective student learning.

Design/methodology/approach

A new method was introduced to guide the experiment by confirming orthogonal arrays. User interactions were then planned, and a furniture demonstration system was implemented. The experiment comprised two stages. In the evaluation stage, participants were invited to experience the virtual-reality (VR)-based furniture demonstration system and complete a user experience (UX) survey. Taguchi-style robust design methods were used to design orthogonal table experiments and planning and design operation methods were used to implement an experimental display system in order to obtain optimized combinations of control factors and levels. The second stage involved a confirmatory test for the optimized combinations. A pilot questionnaire was first applied to survey demonstration scenarios that are important to customers.

Findings

The author found in terms of furniture products, product interactive display through VR can achieve good user satisfaction through quality design planning. VR can better grasp the characteristics of products than paper catalogs and website catalogs. And VR can better grasp the characteristics of products than online videos. For “interactive inspection”, “function simulation”, “style customization” and “set-out customization” were the most valuable demonstration scenarios for customers. The results of the experiment confirmed that the “overall rating”, “hedonic appeal” and “practical quality” were the three most important optimized operating methods, constituting a benchmark of user satisfaction.

Originality/value

The author found that it is possible to design and build a VR-based furniture demonstration system with a good level of usability when a suitable quality design method is applied. The optimized user interaction indicators and implementation experience for the VR-based product demonstration presented in this study will be of use in further design and development of similar systems.

Details

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

Keywords

Article
Publication date: 7 February 2022

Shih-Chih Chen, Tung-Hsiang Chou, Tanaporn Hongsuchon, Athapol Ruangkanjanases, Santhaya Kittikowit and Tse-Ching Lee

In this era of smartphone applications, brands are actively developing applications to occupy the consumer’s mobile phone space, adding many practical functions to their…

1307

Abstract

Purpose

In this era of smartphone applications, brands are actively developing applications to occupy the consumer’s mobile phone space, adding many practical functions to their applications to increase brand exposure or consumer interest in the brand. Augmented reality (AR) has evolved rapidly in the past decade because of technological breakthroughs, making AR no longer an untouchable technology, but one that can be easily used on almost every phone. Therefore, this study aims to combine extended customer experience with AR marketing activities to explain and predict usage and purchase intention.

Design/methodology/approach

The eight key factors integrated into the extended customer experience are used as environmental stimulation factors, and Wanna Kicks and FitGlasses are used as experimental environments. A total of 193 valid samples were collected from users with AR experience. The empirical data is processed and verified by partial least squares in this study.

Findings

Customer experience has received increasing attention in the field of marketing research. This study developed a model to evaluate the antecedents and consequences of AR marketing activities by systematically adding customer experience, continuance intention, purchase intention and customer engagement, and then linking them to the AR application environment. This study presents the academic and practical implications, which can provide future research directions and references for brand marketing strategies and AR applications.

Originality/value

This study adds interactivity, vividness, perceived usefulness and novelty to the extended concept of customer experience. Therefore, the authors proposed that the extended customer experience can be used to measure the perceptions related to AR applications. This study is expected to provide scholars and practitioners in AR fields with a better understanding of the causes and consequences of customer experience with innovative technologies and to suggest effective marketing recommendations.

研究目的

在这个智能手机应用时代, 品牌积极发展能占据消费者的手机空间的应用软件, 在已有的应用软件上增加了许多实用性功能来增加品牌曝光或消费者对品牌的兴趣。增强现实 (AR) 在过去十年中由于技术突破从而发展迅速, 让AR不再触不可及, 而是几乎可以在每部手机上轻松使用的技术。因此, 本研究通过结合 AR 营销活动以及延展顾客体验, 来以解释和预测用户使用和购买意向。

研究设计/方法/途径

本研究用延展顾客体验模型中的八项关键因素来作为环境刺激因素, Wanna Kicks 和 FitGlasses 用作实验环境。 本研究从具有 AR 经验的用户那里收集193个有效样本。数据通过偏最小二乘法来进行处理和验证。

研究发现

客户体验在营销领域受到越来越多的关注。本研究通过系统地添加客户的 体验、持续意向、购买意向和客户参与度, 然后将它们链接到 AR 应用环境来评估AR 营销活动的前因和后果来建立了一项模型。本研究提出了学术和实践意义, 可以提供未来的研究方向品牌营销策略和AR应用提供参考。

研究原创性/价值

这项研究对客户体验扩展概念增加了交互性、生动性、感知有用性、以及新颖性。因此, 我们建议延展客户体验模型可运用于衡量与 AR 应用相关的用户感知。本研究旨在为学者和AR领域的从业者关于创新技术的客户体验的因果提供更进一步的认知, 并提出有效的营销建议。

Article
Publication date: 13 May 2019

Aimee Riedel and Rory Francis Mulcahy

The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology;…

1252

Abstract

Purpose

The purpose of this paper is to provide insight into whether “more sense makes sense” when attempting to encourage consumers to purchase retail products using technology; that is, does engaging senses in addition to visual and aural senses, such as haptic touch, through interactive retail technology lead to an easier and more enjoyable consumption experience of retail products for consumers, while also enhancing service provider outcomes? To test this assumption (“more sense makes sense”), this study empirically examines whether differences are present in the consumer experience (usefulness, ease of use and customer-perceived value) and service provider outcomes (satisfaction and purchase intentions) across retail technologies with and without haptic touch enabled.

Design/methodology/approach

The study randomly allocated participants to either the haptic touch (haptic touch, visual and aural senses, n = 135) or no haptic touch (visual and aural senses only, n = 182) interactive retail technology condition. The data were analyzed using multivariate analysis of covariance.

Findings

The data provide support for the use of high-interactive technology achieved through the inclusion of haptic touch by showing it to provide a more visually appealing, easy to use, enjoyable and entertaining experience. However, the results also provide insight into boundaries of where the use of haptic touch does not significantly increase outcomes. Overall, the results suggest high-interactive retail technology using haptic touch provides a more entertaining experience for consumers, which leads to increased satisfaction with service providers, but this does not translate into a significant increase in purchase intentions.

Originality/value

This study examines the consumer and service provider benefits and limitations of using haptic touch in interactive retail technology. The effects of haptic touch for both the consumer and service provider have not previously been empirically examined thoroughly in a technological setting.

Details

Journal of Services Marketing, vol. 33 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

1 – 10 of over 278000