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This study is based on the stimulus–organism–response (SOR) model to examine how job demands and technology overload affect work stress for workers using video conferencing apps (VCAs) in organizations during the COVID-19 pandemic. Moreover, the moderating effect of technology self-efficacy was tested in the model on the relationship between technology overload and work stress.

An online survey was conducted to investigate workers on PTT forums in Taiwan. A sample was obtained of 253 workers, and structural equation modeling was conducted using AMOS to test the hypotheses.

Job demands positively affect work stress through information overload, communication overload and system feature overload. Moreover, high technology self-efficacy may weaken the relationship between technology overload and work stress.

The study may have sample bias because our sample was obtained from an online survey on social networking sites. Regarding the theoretical implications, this study demonstrated that technology overload, as an internal organism, is a critical mediator influencing the relationship between job demands (stimulus) and work stress (response). Thus, this study extended the applicability of the SOR model in the context of working with VCAs in organizations.

Company managers need to effectively control the information amount, communication interruptions and system features of social media at optimum levels for workers. Moreover, companies should recruit workers with high technology self-efficacy or provide technology training and technology-related consulting to those with low technology self-efficacy.

The extant work stress knowledge is extended to workers using VCAs in organizations.

This study aims to explore the impact of channel integration on usage intention through mobile applications (apps) for customers in grocery retailers. Moreover, the study examines the moderating effect of customer commitment in the model.

Structural equation modeling was conducted on a sample of 536 consumers in Taiwan.

This study found that information integration, marketing integration and operational integration are three significant dimensions of channel integration in grocery retailers. Channel integration positively affects satisfaction and trust, which, in turn, increases usage intention. Moreover, customer commitment significantly moderates the relationships in the model.

Sample bias may exist because the sample was obtained from an online survey conducted on social media platforms.

This study suggested that practitioners should confidently implement channel integration through mobile apps in stores. They may develop more valuable services connected with different channels or devices to assist customers in buying in-store. To improve customer trust in the service, practitioners can enhance their confidence in using mobile apps in their stores. Moreover, practitioners segment customers based on high and low levels of customer commitment to provide different strategies to increase usage intention in the retailer.

This study advanced the extant knowledge of channel integration theory and relationship marketing theory in the context of omnichannel retailing.

This study aims to explore the impact of social capital on job performance when workers interact with coworkers through social media in organizations.

Structural equation modeling was conducted, and a sample of 230 workers in Taiwan was investigated.

This study found that bonding social capital has a greater impact on job performance than bridging social capital for interactions among coworkers through social media in organizations. Moreover, bridging social capital affects job performance more strongly for male workers than for female workers, but bonding social capital affects job performance more strongly for female workers than for male workers.

This study extended social capital theory by adding the mediating effects of job satisfaction and relational satisfaction and the moderating effect of gender into the model.

This study suggests that company managers need to train workers how to use social media to appropriate their affordances and consider the work team relationship to position adequate strategies for male and female workers.

This study advances the previous knowledge of social capital theory for workers interacting with coworkers through social media in organizations.

Structural equation modeling was conducted, and a sample with 577 consumers was investigated.

Based on the stimulus–organism–response (SOR) model, this study aims to explore how channel integration affects usage intention through perceived value in food delivery platform (FDP) services. Moreover, the author also examines the moderating effects of personal innovativeness and experience on the relationships in the model.

The study found that channel integration affects usage intention through perceived usefulness, perceived enjoyment and perceived price. Moreover, the moderating effects of personal innovativeness and experience are both significant in the model.

This study found that perceived usefulness, perceived enjoyment and perceived price are three major values influencing the relationship between channel integration and usage intention in FDP services. Moreover, for consumers with high personal innovativeness, perceived usefulness, perceived enjoyment, social image and perceived risk affecting usage intention will be weaker than for consumers with low personal innovativeness. However, for highly experienced consumers, perceived usefulness, perceived enjoyment and perceived price affecting usage intention will be stronger than for less experienced consumers.

This study suggests that practitioners should develop value-driven innovative services and activities by integrating various channels for customers. Moreover, they should segment consumers on the basis of different levels of personal innovativeness and experience to provide different strategies for increasing the intention to use the service.

This study advances the extant knowledge of the SOR model in the context of online-to-offline commerce.

Television (TV) shopping has notably changed human shopping behaviors. However, despite its significant advantages, TV shopping still faces many challenges in promoting customer purchase behavior. The purpose of this paper is to explore the synergy effect of trust with other beliefs on purchase intention in TV shopping. Other beliefs, including perceived media richness, perceived price fairness, perceived convenience and perceived host interaction, were tested as the synergy factors in the proposed model.

A hierarchical moderator regression analysis was conducted, and data on the TV shopping habits of 428 customers in Taiwan were examined.

The findings of the study revealed that trust synergizes perceived price fairness and perceived host interaction rather than perceived media richness and perceived convenience to enhance purchase intention in TV shopping.

This study confirmed the assumption that trust synergizes the beliefs (i.e. perceived price fairness and perceived host interaction) to enlarge purchase intention in TV shopping.

This study suggests that service providers need to prioritize concerns to build trust with customers to encourage purchases during TV shopping. They should also actively promote fair prices and invite famous people to serve as hosts to motivate purchases in TV shopping.

This study advances the knowledge of the trust theory and the synergy model by examining the synergy effect of trust with other beliefs in TV shopping.

While the idea that consumer ethnocentrism influences the willingness to buy domestic products is a well-known assumption for marketers, the purpose of this paper is to examine the moderating effect of consumer ethnocentrism on the willingness to buy domestic products in developing countries.

Hierarchical moderator regression analysis and simple slope analysis are used to test the postulated hypotheses, and 385 consumers in Taiwan are studied.

The findings revealed that consumer ethnocentrism, perceived quality, perceived price and perceived brand image are significantly associated with the willingness to buy domestic products. Moreover, consumer ethnocentrism significantly moderates the relationships of the model.

Consumer ethnocentrism increases the positive effects of perceived quality and perceived brand image on the willingness to buy domestic products in developing countries, whereas it may increase the negative effect of perceived price on the willingness to buy domestic products.

The results of this study suggest that practitioners should not only improve the quality and brand image of domestic products but also avoid putting a high price on domestic products to increase the willingness to buy domestic products for consumers in developing countries.

This study advances the consumer ethnocentrism theory by adding the moderating effect of consumer ethnocentrism to the model.

Venting negative emotions on social networking sites (SNS) has become a growing phenomenon among dissatisfied customers. Drawing on social cognitive theory (SCT), the purpose of this paper is to explore the effects of personal outcome expectations and computer self-efficacy on the posting of negative behavior and its impact on venting negative emotions on SNS.

Structural equation modeling was conducted, and 342 dissatisfied customers in Taiwan made up the sample.

This study found that both personal outcome expectations and computer self-efficacy positively affect the posting of negative behavior, which increases the effect of venting negative emotions. Moreover, gender moderates the relationships between the variables in the proposed model.

A bias may exist because sampling was conducted through an online survey on a specific website. This study extended the SCT model by adding the effect of venting negative emotions to the original model and suggested that researchers take gender into consideration when developing consumer complaint theories.

This study suggested that service providers need to detect negative statements and take action before these statements lead to switching behavior among dissatisfied customers. Moreover, “webcare” is recommended as an effective tool to counter negative comment effects among those exposed to complaints on SNS.

This study advanced the understanding of SCT for dissatisfied customers posting negative experiences in the context of SNS.

The purpose of this paper is to examine quality satisfaction between transactional and relational customers in e-commerce, and it also explores the moderating effect of perceived control and perceived enjoyment on quality satisfaction.

Multivariate analysis of variance and two-way ANOVA were conducted to test the study hypotheses. The samples include 470 university students in the northeastern USA to whom an online survey was administered.

Results show that system quality satisfaction is more significant for transactional customers, but information quality and service quality satisfactions are more important for relational customers. Moreover, perceived control and perceived enjoyment partially moderate quality satisfaction between transactional and relational customers.

One limitation is that a student cohort is selected as the sample. This study verifies the understanding of quality satisfaction between transactional and relational customers in e-commerce.

Practitioners shall consider the quality of services for fitting different types of customers. While a high-quality system design is better for new customers, high-quality information and service support is helpful for loyal customers. However, if loyal customers have a high degree of perceived control, they may also be more sensitive to system quality satisfaction. Similarly, if new customers have a high degree of perceived control or a high degree of perceived enjoyment, they may be more sensitive to information quality satisfaction.

This study contributes to the knowledge regarding quality satisfaction for transactional and relational customers in e-commerce.

The purpose of this paper is to verify the relationship between switching costs and customer loyalty in e‐commerce.

The study conducted an empirical research. A total of 425 online shopping customers were invited from northeastern USA as samples.

The findings show that switching costs positively influence customer loyalty. In addition, perceived risks will affect the relationship of switching costs and customer loyalty. For customers with low perceived risks, switching costs are also positively associated with customer loyalty. However, for customers with high perceived risks, the relationship of switching costs and customer loyalty is weak or negative.

One limitation is that mostly students were selected in the sample. The insights of this study can further validate the previous studies about the relationship of switching costs and customer loyalty, and suggest that perceived risks can be a moderating factor affecting this relationship.

The study suggests that the practitioners should further understand the relationship among switching costs, perceived risks and customer loyalty for their customers.

The paper contributes to the knowledge of perceived risks and how switching costs affect customer loyalty, particularly in e‐commerce.

The purpose of this paper is to explore the interaction effect of information richness, retailer brand, and extended offers on customer purchase intention in e-commerce.

Hierarchical moderator regression analysis and simple slope analysis were used to test the hypotheses, also 356 savvy internet consumers in Taiwan were investigated.

The findings revealed that information richness, retailer brand, and extended offers are positively related to customer purchase intention. However, the interaction effects may differ in these relationships. While information richness complements both retailer brand and extended offers on customer purchase intention, extended offers may substitute retailer brand for increase in purchase intention.

A bias may exist because of the sample from an online survey. The findings suggest that complements are actually synergistic strategies of factors, while substitution is a switching of the alternative.

Practitioners shall utilize information richness to the complements, such as retailer brand and extended offers, to strengthen customer purchase intention. In contrast, they may provide extended offers for acquiring customers in the short-term period, when retailer brand is relatively low or unknown.

The findings of the study provide a new marketing strategy: managing substitutes and complements in adequate factors can give rise to better results for purchase intention increases in e-commerce.