The factors influencing customer loyalty in social commerce platform: variety-seeking and social impact perspective

2020 ◽  
Vol 16 (4) ◽  
pp. 369-386
Author(s):  
Yonathan Dri Handarkho
Keyword(s):  
Theoretical Model ◽  
Customer Loyalty ◽  
Social Impact ◽  
Herd Behavior ◽  
Social Commerce ◽  
Variety Seeking ◽  
Content Type ◽  
Factors Influencing ◽  
Five Factors ◽  
Impact Theory

Purpose This study aims to address the factors influencing customer loyalty in social commerce (SC) sites from different standpoints with the intention to use the “variety-seeking” perspective and social impact theory as the foundation of the theoretical model. Specifically, it examined the factors capable of diverting user loyalty from using the current platform to other SC sites. Design/methodology/approach The theoretical model developed consists of five factors, including the intention to switch, perceived herd behavior, life events, satiation and hedonic motivation. However, this proposed model was validated by 568 users of SC in Indonesia. Findings The result showed that all direct and indirect predictors of the dependent variable were statistically significant except the direct effect of the perceived herd behavior. Meanwhile, age, income, and experience were found to have a significant moderating effect on the direct influence on the dependent variable. Originality/value This study is different from previous studies in SC, which focused on customer loyalty. It makes an alternative approach by investigating a “negative” factor capable of diverting user attention and commitment with the current SC platform, which leads to switching to another SC.

Intention to adopt mobile payment in physical stores

2019 ◽  
Vol 33 (2) ◽  
pp. 285-308 ◽  
Author(s):  
Yonathan Dri Handarkho ◽  
Yulius Harjoseputro
Keyword(s):  
Theoretical Model ◽  
Technology Acceptance ◽  
Switching Behavior ◽  
Mobile Payment ◽  
Herd Behavior ◽  
User Intention ◽  
Consumer Innovativeness ◽  
Content Type ◽  
Use Of Technology ◽  
Acceptance Model

Purpose The purpose of this paper is to develop a theoretical model based on Push–Pull–Mooring (PPM) framework consisting of direct, indirect and moderating effects, derived from technology acceptance model, unified theory of acceptance and use of technology and other extended theory, to address the main factor influencing an individual in adopting mobile payment (MP) in physical stores. The research, therefore, utilized individual switching behavior as an underpinning to explain MP adoption in an offline context. Design/methodology/approach The theoretical model was tested by collecting data from 459 respondents in Indonesia through online self-administered questionnaires. Findings The finding indicated consumer innovativeness has the most influential direct effect on MP adoption, followed by deal proneness, perceived convenience and perceived herd behavior. Meanwhile, perceived enjoyment and subjective norms were found to have an indirect effect on the adaptation of MP through mediator convenience. Furthermore, age, gender, occupation and income did not have any moderating effect for all the direct influence of MP adoption. Originality/value Previous literature only focused on direct intention. However, this study observed the adoption of MP in a physical store by involving the switching behavior. It specifically puts concern and objective as the factors that influence user intention to switch from their old payment system to the MP system in bricks and mortar store using PPM framework.

A scale for restaurant customers’ healthy menu choices: individual and environmental factors

2019 ◽  
Vol 31 (1) ◽  
pp. 217-246 ◽  
Author(s):  
EunHa Jeong ◽  
SooCheong (Shawn) Jang ◽  
Carl Behnke ◽  
James Anderson ◽  
Jonathon Day
Keyword(s):  
Factor Analysis ◽  
Environmental Factors ◽  
Healthy Eating ◽  
Online Survey ◽  
Social Impact ◽  
Eating Behaviors ◽  
Survey Method ◽  
Content Type ◽  
Factors Influencing ◽  
Healthy Eating Behaviors

Purpose The purpose of this study is to explore the dimensions of restaurant customers’ engagement or disengagement with healthy eating in terms of individual and environmental factors to develop a scale. The results identified the underlying constructs of customers’ individual motives for and perceived barriers to healthy eating, as well as environmental elements of restaurants that encourage or discourage healthy eating. Design/methodology/approach To develop an appropriate set of measures to assess factors influencing customers’ healthy eating behaviors at restaurants, the current study undertook the five steps of scale development suggested by Churchill (1979): specifying the domain of constructs, generating a pool of initial measurement items, assessing content adequacy, administering questionnaires (an online survey method) and purifying and finalizing the measurement (via exploratory factor analysis (EFA) using 410 samples and confirmatory factor analysis (CFA) using 423 samples). Findings The results revealed ten individual factors (health, body image, weight control, feeling better, unappealing food, cost perception, lack of knowledge, state of mind (stress), lack of self-control and negative influences) and five environmental factors (healthy indications, social impact, availability of healthy menu, price policy and unhealthy indications) influencing customers’ healthy eating behaviors at restaurants. Originality/value This study developed an appropriate set of measures to assess individual and environmental factors influencing restaurant customers’ healthy eating behaviors, along with identifying underlying sub-constructs. The reliability and validity of the scale and the factor structure are presented and potential applications and theoretical contributions of the scale are provided as well.

Livestreaming vs pre-recorded

2018 ◽  
Vol 52 (9/10) ◽  
pp. 2075-2104 ◽  
Author(s):  
Tyson Ang ◽  
Shuqin Wei ◽  
Nwamaka A. Anaza
Keyword(s):  
Social Presence ◽  
Purchase Intention ◽  
Structural Equation ◽  
Social Impact ◽  
Product Launch ◽  
Equation Modeling ◽  
Content Type ◽  
Purchasing Intention ◽  
Impact Theory ◽  
Consumer Purchase Intention

Purpose Marketing researchers currently lack a systematic and empirical understanding of digital social viewing strategies. Drawing on social impact theory, this study aims to investigate if and how firm-initiated digital social viewing strategies (livestreaming vs pre-recorded) influence consumer viewing experiences and consequential behavioral intentions. Design/methodology/approach A scenario-based experiment was conducted with 462 participants. The study involved social viewing strategies in a new product launch context. Data were analyzed using structural equation modeling. Findings This study demonstrates that social influence cues (social presence and synchronicity) inherent in a livestreaming strategy induce a more authentic consumer viewing experience than a pre-recorded strategy, which in turn increases consumers’ searching and subscribing intention. However, a company’s social viewing strategy does not moderate the effect of search and subscribe intention on purchase intention. Research limitations/implications This study extends the application of social impact theory by showing that social presence and synchronicity impact authentic consumer viewing experiences, which influence consumers’ searching, subscribing and purchasing intention. Practical implications This study validates the importance of using social viewing as a viable digital marketing strategy for practitioners. The paper provides marketers ways to increase consumer purchase intention via livestreaming marketing content, particularly for new products. Originality/value This study extends the traditional research on social viewing into the realm of digital social viewing. It is among the first to delineate the advantages of both livestreaming and pre-recorded social viewing approaches.

Understanding mobile payment continuance usage in physical store through social impact theory and trust transfer

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yonathan Dri Handarkho
Keyword(s):  
Theoretical Model ◽  
Social Impact ◽  
Social Experience ◽  
The Body ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Principal Component Factor Analysis ◽  
Content Type ◽  
Trust Transfer ◽  
Continuance Usage

PurposeThis study aimed to understand mobile payment (MP) continuance usage in physical settings from trust and social experience perspective. A theoretical model was proposed based on trust transfer and social impact to reveal the factors influencing user intention to continually use MP.Design/methodology/approachStructural equation modeling (SEM) analysis was used on 308 respondents from Indonesia to examine the theoretical model while principal component factor analysis and descriptive statistics were utilized for data preparation.FindingsThe findings revealed the Perceived Herd behavior had the most significant contribution to Trust formation followed by Perceived Risk and Para-social interaction while the analysis of indirect and moderating effect was also significant in enriching the result.Originality/valueThis study postulated social experience as an antecedent factor to the formation of Trust in the MP continuance usage context. Moreover, while the commonly explored direct effect was investigated, the indirect effect and moderating impact that has not been addressed adequately in previous MP studies were also analyzed and this can be considered as a contribution to the body of knowledge.

scholarly journals Mapping Compulsive Buying Behavior of M-commerce Consumers in Pakistan

2021 ◽  
Vol 10 (1) ◽  
pp. 119-134
Author(s):  
MUHAMMAD USHA MALIK ◽  
SHAFEI MOIZ HALI ◽  
MUHAMMAD AIZZAN MALIK
Keyword(s):  
Everyday Life ◽  
Social Impact ◽  
Compulsive Buying ◽  
Major Contributor ◽  
Social Commerce ◽  
Buying Behavior ◽  
Body Of Knowledge ◽  
Impact Theory ◽  
The Social ◽  
Technological Platforms

In the last decade, emergence of different technological platforms have drastically influenced and altered societies across the globe. Social commerce or S-commerce which is an off shoot of e-commerce has become part of everyday life among consumers. Mobile commerce also known as m-commerce is a major contributor towards S-commerce. The current research intends to investigate the compulsive buying behavior and conspicuous online consumption frameworks in the context of m-commerce. This study is targets the trends of m commerce within the context of developing country like Pakistan. The current research aims at highlighting how the antecedents involved in the frameworks of compulsive buying behavior and conspicuous online consumption translate into behaviors in the context of m-commerce. The significance of the study can be judged from the fact that, it will help contribute towards to body of knowledge concerning modern social consumptions patterns of the consumers triggered by the m-commerce applications. The research utilizes the lens of the social impact theory with peers and m-commerce, based on the SOR model. The selected population for undertaking the study comprised of consumers who consume different products (i.e. apparel, gadgets, cosmetics and jewelry etc.). This study has diverse theoretical and managerial contribution in the field of consumer behavior. As the results of this study also validated the SOR model and as well as social impact theory in the context of the m-commerce. Secondly, this study taken participation and desire for self-promotion as an organism. And participation was directly inclined by the familiarity and closeness. Keywords: S-commerce, Compulsive Buying Behavior, Conspicuous Online Consumption, Social Impact Theory, SOR Model.

Marketing mix, customer value, and customer loyalty in social commerce

2018 ◽  
Vol 28 (1) ◽  
pp. 74-104 ◽  
Author(s):  
Ya-Ling Wu ◽  
Eldon Y. Li
Keyword(s):  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Marketing Mix ◽  
Equation Modeling ◽  
Social Commerce ◽  
Content Type ◽  
Replication Studies ◽  
Consumer Value ◽  
Parsimonious Model

Purpose Based on stimulus-organism-response model, the purpose of this paper is to develop an integrated model to explore the effects of six marketing-mix components (stimuli) on consumer loyalty (response) through consumer value (organism) in social commerce (SC). Design/methodology/approach In order to target online social buyers, a web-based survey was employed. Structural equation modeling with partial least squares (PLS) is used to analyze valid data from 599 consumers who have repurchase experience via Facebook. Findings The results from PLS analysis show that all components of SC marketing mix (SCMM) have significant effects on SC consumer value. Moreover, SC customer value positively influences SC customer loyalty (CL). Research limitations/implications The data for this study are collected from Facebook only and the sample size is limited; thus, replication studies are needed to improve generalizability and data representativeness of the study. Moreover, longitudinal studies are needed to verify the causality among the constructs in the proposed research model. Practical implications SC sellers should implement more effective SCMM strategies to foster SC CL through better SCMM decisions. Social implications The SCMM components represent the collective benefits of social interaction, exemplifying the importance of effective communication and interaction among SC customers. Originality/value This study develops a parsimonious model to explain the over-arching effects of SCMM components on CL in SC mediated by customer value. It confirms that utilitarian, hedonic, and social values can be applied to online SC and that SCMM can be leveraged to achieve these values.

Factors influencing consumer intention in social commerce adoption

2017 ◽  
Vol 30 (2) ◽  
pp. 356-370 ◽  
Author(s):  
Ibrahim Akman ◽  
Alok Mishra
Keyword(s):  
Social Media ◽  
Social Pressure ◽  
Least Square ◽  
Future Research ◽  
Research Model ◽  
Social Commerce ◽  
Content Type ◽  
Perceived Trust ◽  
Factors Influencing ◽  
Behavioural Factors

Purpose Social media remarkably changed the way of interaction between the consumers and organizations. The increased acceptance of social media has given rise to social commerce (s-commerce) and s-commerce usage is gradually increasing over the last few years. The progressive development of technologies suggests that s-commerce will become the mainstream for marketing and a literature survey indicates that there have not been many studies in this area. The purpose of this paper is to predict the factors influencing consumer intention towards the adoption of s-commerce. Design/methodology/approach This study uses a survey approach with reference to important behavioural factors such as satisfaction, ethics, trust, enjoyment/easiness, social pressure and awareness. The research model was developed to be in line with the available literature. The data were collected using a five-point Likert scale and the research model was tested using least square regression. Findings The results showed that user intention is significantly and positively related to perceived trust, enjoyment/easiness, social pressure, satisfaction and awareness. Also, “intention” was found to be a significant mediating factor for actual usage. Research limitations/implications First, the questionnaire was a “snap-shot” instead of longitudinal study. Second, future research should use other moderating variables that may affect the usage of social media. Also the study could apply a variant of research methods to include other techniques such as interviews, which allow for deeper understanding of the problem and issues. Practical implications Social media represents an important platform for electronic commerce and has one of the most metamorphic impacts on business. Therefore, investigating the usage of s-commerce with reference to important behavioural factors could provide valuable information for companies in establishing policies and strategies. It could also be useful for management studies and researchers in understanding the consumers’ attitude towards usage of social media for commercial purposes. Social implications S-commerce creates opportunities for firms. Based on findings this research provides insights with major implications for marketers, who would like to generate direct sales on social network platforms. Originality/value Existing literature focusses largely on the effectiveness of social media. Only a handful has endeavoured to analyse s-commerce systems and the literature on consumers’ behaviour in using s-commerce is not mature yet. This study is one of the few studies in this field, and aims to predict and explain the user acceptance of social media for commercial purposes.

Impact of social experience on customer purchase decision in the social commerce context

2020 ◽  
Vol 22 (1) ◽  
pp. 47-71 ◽  
Author(s):  
Yonathan Dri Handarkho
Keyword(s):  
Emotional Support ◽  
Subjective Norms ◽  
Parasocial Interaction ◽  
Herd Behavior ◽  
Social Commerce ◽  
Moderating Effects ◽  
Peer Communication ◽  
Content Type ◽  
Intention To Purchase ◽  
The Social

Purpose This study aims to examine the factor of social experience influencing an individual’s purchase decision in the social commerce (SC) environment by proposing a model developed based on the social impact theory. The proposed model consists of the number, closeness and tie strength of the influencing factor and the receiver. Design/methodology/approach A total of 288 responses were collected from Indonesian SC users to validate the theoretical model, which consists of perceived herd behavior, peer communication, emotional support, parasocial interaction and subjective norms. This study also explores the moderating effects of gender, age, experiences and occupations on the direct effect of model variables, which affect the individual’s intention to purchase in SC. Findings The results of this study showed that parasocial interaction is the strongest determinant of intention to purchase in SC, followed by perceived herd behavior and peer communication. However, the direct effect of subjective norms and emotional support were found insignificant in this study. For moderating effects, only gender and occupation were significant in terms of the immediate effect of peer communication, perceived herd behavior and subjective norms on intention to purchase. Originality/value The study contributes to theory in the form of insight on immediate effect and the exploratory investigation of moderating effects. It also contributes to practice by suggesting several practical actions based on the findings designed to achieve the objective of improving customers’ intention to purchase in SC.

Facebook news feed ads: a social impact theory perspective

2019 ◽  
Vol 13 (4) ◽  
pp. 529-546 ◽  
Author(s):  
Fei Xue
Keyword(s):  
Social Impact ◽  
Social Information ◽  
Physical Distance ◽  
Mechanical Turk ◽  
Product Involvement ◽  
Content Type ◽  
Relationship Strength ◽  
Impact Theory ◽  
The Social ◽  
Amazon's Mechanical Turk

Purpose The purpose of this paper is to examine the effects of “social information” in Facebook News Feed ads on American users’ advertising responses, including ad credibility, attitude-toward-the-ad, brand interest, intention to click and purchase intention. Using social impact theory as a conceptual framework, three factors were tested – relationship strength, physical distance and number of affiliated friends. The moderating role of product involvement was also investigated. Design/methodology/approach A 2 (strength of relationship: weak vs strong) × 2 (immediacy of relationship: close distance vs long distance) × 2 (number of friends: one vs several) between-group factorial design was used, and 397 research participants were recruited through Amazon’s Mechanical Turk (MTurk). Findings Significant main effects were found for relationship strength and physical distance. Product involvement was identified as a moderating variable. No significant effects were found under the high involvement condition. Under the low involvement condition, however, relationship strength and physical distance significantly affected Facebook users’ advertising responses. Research limitations/implications Research samples were recruited through Amazon’s Mechanical Turk (MTurk). It is possible that the characteristics of this specific social group might have influenced the findings of the study. Only one specific product category, fast casual restaurant, was tested. Participants were asked to imagine themselves in certain scenarios. Even though the scenarios were carefully tested in the pretest and clear instructions were given, field experiments might be helpful in future research to better reflect the actual consumer experience. Practical implications Marketers should take advantage of the “social information” feature in Facebook News Feed ads, especially for low involvement products. Names of friends with stronger social relationships and within close physical distance should be included in the ads. Originality/value The study is one of the first to examine the effects of “social information” in Facebook advertising. It also confirms the Social Impact Theory in a social media setting.

A neuroscientific perspective of a mixed-use lifestyle center

2019 ◽  
Vol 32 (4) ◽  
pp. 1487-1502 ◽  
Author(s):  
Mark Scott Rosenbaum ◽  
German Contreras Ramirez
Keyword(s):  
Social Presence ◽  
Social Impact ◽  
Design Research ◽  
Cognitive Responses ◽  
Emotional States ◽  
Content Type ◽  
Impact Theory ◽  
Mixed Use ◽  
The Social ◽  
Lifestyle Centers

Purpose This paper aims to explore consumers’ cognitive responses to the presence of other people in a planned lifestyle center. The featured lifestyle center contains shopping, lodging, dining and retail options in an open-air setting full of natural elements. This work helps explain the affinity of consumers to lifestyle centers and shows marketing researchers and practitioners how to use neuroscience hardware and software in service design research. Design/methodology/approach The study draws on social impact theory to show how the social presence of others in a lifestyle center influences six different cognitive responses. The authors evaluate consumers’ cognitive responses by using the Emotiv EPOC+ headset to obtain electroencephalogram recordings. To interpret these recordings, they use EmotivPro software, which provides readings on six emotional states, including excitement, interest, stress, engagement, attention and relaxation. Findings The data obtained from mall shoppers reveal that the presence of other people in a lifestyle center evokes high levels of interest and excitement and encourages relaxation. Research limitations/implications The paper shows marketers how to use neural data to obtain insights into consumers’ cognitive responses to stimuli by using Emotiv headsets and software. Practical implications The results show the importance of social elements in encouraging customers to approach and spend time in lifestyle centers. Originality/value The paper is one of the first to explore consumers’ responses to strangers in shared settings using neuroscience.

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