Motivational factors, customer engagement and loyalty in the South African mobile instant messaging environment: Moderating effect of application usage

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ronnie Kritzinger ◽  
Daniël Johannes Petzer
Keyword(s):  
South African ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Instant Messaging ◽  
Moderating Effect ◽  
Motivational Factors ◽  
Customer Engagement ◽  
Content Type ◽  
Complex Relationships

Purpose The purpose of this paper is to examine specific gratifications obtained from using mobile instant messaging (MIM) applications by applying the uses and gratifications theory. This study explores the relationships between motivational factors, customer engagement and loyalty for existing WhatsApp subscribers in South Africa, as well as the moderating effect of application usage. Design/methodology/approach A descripto-explanatory research design was used in this quantitative study and 282 responses from an online survey were analysed. Structural equation modelling was used to test the study’s hypotheses. Findings The study reveals that utilitarian and hedonic motivation impact customer engagement positively in using WhatsApp, which, in turn, impacts loyalty. Social motivation in using WhatsApp bore no relationship with customer engagement. Furthermore, medium application usage moderates the link between customer engagement and utilitarian and hedonic motivation. Research limitations/implications The study offers a greater understanding of customer engagement and motivational factors in the MIM environment. Future studies could consider more complex relationships with customer engagement in using MIM apps focussed on a younger generation. Practical implications MIM service providers should enhance customer engagement by tracking user activity and identifying customers who need to use an app more by targeting their utilitarian and hedonic needs through sophisticated marketing strategies. Originality/value This research enriches the understanding of key motivational factors impacting customers’ continued engagement towards using MIM, as opposed to the adoption thereof.

Investigating the moderating effect of humble leadership behaviour on motivational factors and knowledge-sharing intentions: evidence from Jordanian public organisations

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nayel Al Hawamdeh ◽  
Malek AL-edenat
Keyword(s):  
Knowledge Sharing ◽  
Structural Equation ◽  
Online Survey ◽  
Moderating Effect ◽  
Motivational Factors ◽  
Content Type ◽  
Leadership Behaviour ◽  
Public Organisations ◽  
The Relationship ◽  
Humble Leadership

Purpose The purpose of this paper is to empirically investigate the moderating effect of humble leadership on the relationship between different intrinsic and extrinsic motivational factors and employee’s knowledge-sharing intention. Design/methodology/approach Responses of 236 employees in public organisations in the country of Jordan were collected via the completion of an online survey. The study data was analysed using structural equation modelling. Findings This study found that humble leadership support positively moderated the effect of intrinsic motivational factors (i.e. self-efficacy and enjoyment) on KS intention, while such leadership does not moderate the relationship between extrinsic motivational factors (i.e. rewards and reciprocity) and KS intention. Originality/value This study increases the understating of the conditions under which employees’ knowledge-share by exploring the moderating effect of humble leadership behaviour on motivational factors and KS intention in public organisations, particularly in the context of a developing country.

Is this real? Cocreation of value through authentic experiential augmented reality: the mediating effect of perceived ethics and customer engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Saifeddin Alimamy ◽  
Waqar Nadeem
Keyword(s):  
Augmented Reality ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Engagement ◽  
Content Type ◽  
Customer Perceptions ◽  
The Impact

PurposeRapid advancements in augmented reality (AR) technology have created new opportunities for service providers and customers to cocreate value. Using AR as a platform for generating authentic experiences, the purpose of this study is to explore the impact of authentic experiences on customers' intention to cocreate value while considering the mediating influence of perceived ethics and customer engagement on this relationship.Design/methodology/approachAn online survey was used to collect data. Participants were asked to download and try the “IKEA PLACE” AR application. The responses were used as inputs into a structural equation model.FindingsThe findings reveal that AR generates perceptions of authentic experiences but no direct relationship between authentic experiences and intention to cocreate value was found. On the other hand, the authentic experiences generated through AR increases customer perceptions of ethics and customer engagement, both of which lead to an increased intention to cocreate value.Originality/valueThe findings from this study highlight the importance of authentic experiences within the cocreation process. The results provide a unique understanding of the relationship between authentic experiences generated through AR technology on the intention to cocreate with the service provider, which is fully mediated by perceived ethics and customer engagement. The findings of this study extend the understanding of the cocreation process and the role of technology within this process.

Utilizing the Push-Pull-Mooring-Habit framework to explore users’ intention to switch from offline to online real-person English learning platform

2019 ◽  
Vol 29 (1) ◽  
pp. 167-193 ◽  
Author(s):  
Yu-Hsin Chen ◽  
Ching-Jui Keng
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
English Learning ◽  
Content Type ◽  
Learning Platform ◽  
Perceived Price ◽  
Real Person

Purpose The purpose of this paper is to develop an extended Push-Pull-Mooring-Habit (PPMH) framework in order to better understand users’ intention of switching from offline to an online real-person English learning platform service. Design/methodology/approach Based on 301 valid responses collected from an online survey questionnaire, structural equation modeling was employed to examine the research model. Findings The causal model was validated using SmartPLS 3.0, and all study hypotheses were supported. The results show that push effects (learning convenience, service quality and perceived price), pull effects (e-learning motivation, perceived usefulness), mooring effects (learning engagement, switching cost and social presences) and habit effects (relationship inertia) all significantly influence users’ switching intentions from offline to an online real-person English learning platform. Practical implications The findings should help online English learning service providers and marketers to understand the intention of offline English learning users to switch to an online real-person English learning platform, and develop related theories, services and regulations. Originality/value The present study extends the prior research of an online real-person English learning platform by providing PPMH as the general framework and demonstrating its efficacy in explaining user switching intentions.

scholarly journals Servitization strategies from customers’ perspective: the moderating role of co-creation

2019 ◽  
Vol 34 (3) ◽  
pp. 628-642 ◽  
Author(s):  
José L. Ruiz-Alba ◽  
Anabela Soares ◽  
Miguel A. Rodríguez-Molina ◽  
Dolores M. Frías-Jamilena
Keyword(s):  
Structural Equation ◽  
Business Models ◽  
Service Providers ◽  
Moderating Effect ◽  
Mediating Effect ◽  
Content Type ◽  
The Impact ◽  
Moderating Role ◽  
Different Levels

Purpose This paper aims to investigate the moderating role of co-creation in the implementation of servitization strategies in the pharmaceutical industry in a business-to-business (B-to-B) context. More specifically, this investigation explores the impact of different levels of services (base, intermediate and advanced) on servitization and on performance by using co-creation as a moderating factor. Design/methodology/approach A research framework was developed and empirically tested in the pharmaceutical sector. Data collection was conducted through the online distribution of questionnaires. The final sample included 219 pharmacy stores, and the data were analysed using structural equation modelling. Findings Main findings suggest that when the level of co-creation of the design of services is high, there are significant effects of servitization on firm performance. The moderating effect of co-creation is illustrated in regard to intermediate and advanced services, but results referring to the impact of intermediate services on servitization appear non-significant with a low degree of co-creation. No significant effects could be found for the impact of base services on performance and servitization for both high and low degrees of co-creation. Findings show an impact of advanced services on performance through the mediating effect of servitization when the degree of co-creation is high. Originality/value Most research concerning servitization has been done from the perspective of manufacturers and service providers. This study adds value to the literature because it was designed from a customer’s perspective. Moreover, it contributes towards the conceptualization of the servitization research strategy and business models in a B2B context. This is accomplished through the investigation of the moderating effect of co-creation on the impact of the different levels of services on servitization and on performance.

Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory

2020 ◽  
Vol 38 (6) ◽  
pp. 1279-1303 ◽  
Author(s):  
Jamid Ul Islam ◽  
Shadma Shahid ◽  
Aaleya Rasool ◽  
Zillur Rahman ◽  
Imran Khan ◽  
...  
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Ease Of Use ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Relational Dynamics ◽  
Public And Private ◽  
Content Type ◽  
Website Interactivity ◽  
Customer Trust

PurposeThis paper aims to investigate how banking websites can activate customer engagement (CE) to consequently enhance customer trust and retention.Design/methodology/approachUsing an online survey, data were collected from 598 customers of various (public and private) banks in India. Structural equation modeling was used to analyze the data.FindingsResults reveal that the key website attributes viz. website interactivity, website aesthetics, customization, ease of use and telepresence positively affect CE. The results also delineate positive associations between CE, customer trust and customer retention.Research limitations/implicationsThis paper unravels that by strategically focusing on the relational dynamics of CE, banks can build trust and retain their most valuable stakeholders – the customers, thereby addressing the crucial strategic concerns of banking firms.Originality/valueThis research is the first to explore the effects of key website attributes on CE in the banking context. The undertaking of this study in an emerging economy adds further insight into CE literature by generalizing the applicability of CE studies across geographic contexts.

scholarly journals User-generated content behaviour of the dissatisfied service customer

2014 ◽  
Vol 48 (9/10) ◽  
pp. 1600-1625 ◽  
Author(s):  
Caterina Presi ◽  
Charalampos Saridakis ◽  
Susanna Hartmans
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Service Recovery ◽  
Negative Attitude ◽  
User Generated Content ◽  
Equation Modeling ◽  
Service Experience ◽  
Content Type ◽  
Recovery Strategies

Purpose – This study aims to focus on the motivation of service customers to create user-generated content (UGC) after a negative service experience. In examining this relationship, the moderating role of “extraversion” personality trait is also taken into consideration. Furthermore, the paper examines how differently motivated service customers react to a firm’s service recovery strategies, whilst insights into the relationship between UGC creation and specific online platform usage are also provided. Design/methodology/approach – Structural Equation Modeling is used to test the conceptual model, based on an empirical dataset collected from an online survey research of 239 service customers. The dataset pertains to international travellers and their UGC behaviour after a negative travel experience. Findings – Altruistic, vengeance and economic motivations are strong drivers for UGC creation after a negative service experience. Motivations also correlate to participation in specific online platforms. Furthermore, it is shown that highly extraverted customers create more UGC after a negative service experience when motivated by vengeance. Finally, higher levels of altruistic and self-enhancement motivations correlate with a positive attitude towards a firm’s response, whereas customers who are motivated by vengeance have a negative attitude towards a firm’s response. Practical implications – Customers who share their negative service experience by creating UGC in social media can be segmented according to their motivation. Service providers should inspect the UGC of their customers to understand the motivation behind it. The motivation to create UGC varies across platforms, and hence, customized service recovery strategies are required. Originality/value – This paper examines UGC creation in relation to motivation, extraversion, and attitude towards a firm’s response. This is the first reported application which collectively examines important issues like these in a unified theoretical framework.

Antecedents of e-business adoption intention: an empirical study

2017 ◽  
Vol 9 (4) ◽  
pp. 417-434 ◽  
Author(s):  
Bijoylaxmi Sarmah ◽  
Shreekant Sharma ◽  
Shivam Gupta
Keyword(s):  
Information And Communication Technologies ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Empirical Studies ◽  
Equation Modeling ◽  
Survey Method ◽  
Perceived Behavioral Control ◽  
Content Type ◽  
Adoption Intention

Purpose Recent advances in information and communication technologies has driven emergence and expansion of the internet with decreased computing and communication costs and paved the way for exploring, creating and delivering value to the stakeholders through e-business adoption by the hotel service providers. Keeping this context in mind, this study aims to develop a conceptual model to investigate the antecedent factors of e-business adoption intention among the owners/managers of Indian micro, small and medium hotel enterprises and empirically validates it. Design/methodology/approach Data were gathered from micro, small and medium hotel owners/managers with the help online survey method that resulted into 116 usable questionnaires. Structural equation modeling technique was applied to examine the appropriateness of the hypotheses. Findings Findings reveal that attitude toward e-business, subjective norm and perceived behavioral control positively influences e-business adoption intention among the owners/managers of micro, small and medium hotel enterprises in India. Research limitations/implications The context of this study is micro, small and medium hotel enterprises in India only and thereby limits the generalizability of results to other industry and country context. Practical implications This study offers theoretical and managerial implications to be applied by academicians and micro, small and medium enterprise owners/managers for e-business adoption in Indian hotel industry. Originality value This study can be considered as an extension of the study of Crespo and del Bosque (2008) in which they applied the theory of planned behavior to understand the psychological factors that determine e-business adoption among the managers and, thereby, contribute the existing literature, as empirical studies on e-business adoption intention by micro, small and medium hotel enterprises are scantly available.

Effect of gratification on user attitude and continuance use of mobile payment services: a developing country context

2020 ◽  
Vol 22 (4) ◽  
pp. 353-380
Author(s):  
Muftawu Dzang Alhassan ◽  
Emmanuel Awuni Kolog ◽  
Richard Boateng
Keyword(s):  
Developing Country ◽  
Structural Equation ◽  
Service Providers ◽  
Developing Economies ◽  
Moderating Effect ◽  
Ease Of Use ◽  
Mobile Payment ◽  
Content Type ◽  
Moderating Factors ◽  
Payment Services

Purpose This study aims to investigate the gratifications driving the attitude and continuance use of mobile payment services in developing country context, such as Ghana. Also, the moderating effect of income and education on gratifications and attitude of users is explored. Design/methodology/approach Data was collected from conveniently sampled 361 users of mobile payment services in Ghana. A questionnaire, which mainly contains five-point Likert scale questions, was used to collect the data. The study adopted the Uses and Gratification (U&G) theory, where income and education were used as moderating factors. The data was analysed with SmartPLS for Structural Equation Modelling. Findings Among the other factors from the U&G theory, integrative, ease of use and usefulness gratifications were found to significantly influence attitude towards the use of mobile payment services in Ghana. In addition to this finding, user attitude significantly influences the continuance use intention of mobile payment services. Furthermore, the study revealed various effects of the moderating factors. These findings suggest that promoting mobile payment technology inclusiveness by creating a favourable environment would enhance the use of mobile payment services in Ghana. Research limitations/implications Given that this study was conducted in Ghana, a developing country, it is difficult to generalize the results to encompass the developed economies. In future, similar research should compare the developed and developing economies by considering culture as a moderating effect. Practical implications This study intends to provide information on the gratifications that drive the attitude and continuance use of mobile payment services in Ghana. The findings seek to augment mobile money service providers’ capabilities by providing them with an understanding of user gratification experience on mobile payment services. Additionally, the study will serve as a guide to policymakers in the government, telecommunication companies and mobile banking providers, to improve customer intimacy and gratification through their user behaviour. Originality/value Previous studies on user gratification have primarily focussed on the functional benefits derived from mobile payments and how they influence the service’s adoption. This study has contributed to literature by considering both the functional and non-functional benefits of mobile payment in developing country context. To the best of the authors’ knowledge, this study is the first to consider income and education as moderating variables to study the gratification levels of mobile payment users in Ghana and among few in Africa.

The effectiveness of perceived social support in discount stores in Korea

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chanho Song ◽  
Haakon T. Brown ◽  
Rahmatullah Rami Tameez
Keyword(s):  
Social Support ◽  
Customer Satisfaction ◽  
Purchase Intention ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Equation Model ◽  
Content Type ◽  
Discount Stores

PurposeThe purpose of this study is to bridge the gap in literature to examine social support that customers receive from their relationships with frontline service providers in discount stores.Design/methodology/approachIn total, 381 consumers are accessed through an online survey administered by an online research company in South Korea. The authors use the structural equation model (SEM) technique to test the proposed hypotheses.FindingsSocial support (emotional, instrumental, informational and appraisal) significantly influences customer satisfaction in discount stores. In addition, customer satisfaction significantly influences word of mouth (WOM) and purchase intention.Originality/valueVery few studies have addressed the relationship between social support and consumer satisfaction in the discount store industry. This research helps to understand that social support is a basic consideration for customers of discount stores when they are shopping.

Assessing customer intention use of mobile money application and the antecedent of perceived value, economic trust and service trust

2020 ◽  
Vol 16 (3) ◽  
pp. 331-345
Author(s):  
Taqwa Hariguna ◽  
Ade Maharini Adiandari ◽  
Athapol Ruangkanjanases
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Service Providers ◽  
Personal Information ◽  
Perceived Value ◽  
Equation Model ◽  
Two Dimensions ◽  
Content Type ◽  
Mobile Money

Purpose The purpose of this study is to examine the role of trust and perceived value (PV) in customer intentions to adopt mobile money application (MMA) services. Trust and PV were broken down into various dimensions. This study investigated the two-component base trusts, namely, economic and service, and also PV as an antecedent. Design/methodology/approach This study involved 402 respondents selected through the interception and online survey approach and had five hypotheses. The structural equation model was used to test the hypothesis of this study. Findings The findings showed that the PV was related to the customer’s intention to use MMA services and economy-based trust. Trust in service providers and economic-based trust were positively related to customer intentions to use MMA services. Research limitations/implications Although the concept of MMA has been explored in several literatures, the role of trust and PV in the use of MMA has not been of much concern among researchers. In addition, this study described PV as a construction with five supporting dimensions. The current literature showed that the integration of PV with construct trust was still lacking in attention from researchers especially the study of MMA. Practical implications For practitioners, these findings confirmed that MMA service providers need to convince customers of protection to money and personal information. Also, providers need to ensure that the use of MMA provides cost and time effectiveness. Besides, it is important to ensure the services provided to customers are the fastest way to carry out financial transactions, in this case, including payment and retail purchases. This finding also showed that PV related to MMA services needs to be studied from a customer perspective, focusing on four aspects of ethics, playfulness, customer return of investment and excellent service. Therefore, handling PV in these services requires specific strategies to deal with these various aspects. Originality/value This study integrated two dimensions of trust, thus economic trust and service trust, the authors also integrated dimension of PV as the antecedent of two dimensions of trust, to understand the dimension of intention use MMA.

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