Unearthing Customer Engagement in Mobile Wallet Usage

2022 ◽  
pp. 392-408
Author(s):  
Ree Chan Ho
Keyword(s):  
Conceptual Framework ◽  
Conceptual Development ◽  
Theoretical Explanation ◽  
Customer Engagement ◽  
Mobile Payment ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
Online Purchases ◽  
Customer Attitude

Customers are switching to mobile wallets in making online purchases these days as the result of the convenience of this payment mode. This chapter aims to understand customer attitude towards the gratification sought from mobile payment and further investigate its influence on promoting customer engagement. Uses and gratification theory offered the underpinning theoretical explanation in the development of the conceptual framework for this study. This chapter provided a theoretical explanation in discoursing the role of the mobile wallet for promoting customer engagement. The linkage to the customer engagement for the mobile wallet operators was missing in the literature. In addition, the conceptual development of mobile wallets based on the uses and gratification perspective was critical in providing the foundation needed for mobile payment literature.

Determinants of negative customer engagement behaviours

2019 ◽  
Vol 34 (2) ◽  
pp. 117-135 ◽  
Author(s):  
Diem Khac Xuan Do ◽  
Kaleel Rahman ◽  
Linda J. Robinson
Keyword(s):  
Conceptual Framework ◽  
Customer Engagement ◽  
Positive Information ◽  
Content Type ◽  
Moderating Variables ◽  
Mediating Role ◽  
Expectancy Disconfirmation ◽  
Brand Perception ◽  
Psychology Literature

Purpose Understanding negative customer engagement is important as it is argued that negative information has a stronger impact on a customer’s brand perception and purchase decision than that of positive information. Hence, this paper aims to propose new determinants of negatively valenced customer engagement, including disengaged and negatively engaged behaviours in a service consumption context and explore under what conditions customers display disengaged or negatively engaged behaviours. Design/methodology/approach This study incorporates justice theory, expectancy disconfirmation theory and psychology literature to propose determinants of negative customer engagement behaviours. Findings A conceptual framework is developed that proposes customer perceived justice and negative disconfirmation as determinants of negative customer engagement via the mediator of customer outrage. Moderating variables, include self-esteem, self-efficacy, altruism and vengeance; are also proposed to affect disengaged/negatively engaged behaviours. Originality/value This study is the first to specify the underlying reasons of negative customer engagement by establishing the conceptual linkages between negative disconfirmation, justice and negative customer engagement via the mediating role of customer outrage. Further, customer resources are used to understand disengaged/negatively engaged behaviours. In doing so, this study views negative customer engagement from the perspective of a customer’s internal response to the trigger experience, rather than the experience itself. Thus, this study contributes to literature on customer engagement by developing a conceptual framework that illustrates the underlying cognitive and affective responses that drive negative customer engagement behaviours.

scholarly journals THE ROLE OF SOCIAL MEDIA IN ENHANCING ENTREPRENEURSHIP SKILLS AMONG NIGERIAN YOUTHS: COVID-19 TOTAL LOCKDOWN AND POST ERA

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Obiajulu Joel Nwolu
Keyword(s):  
Social Media ◽  
Category Theory ◽  
Service Providers ◽  
Internet Service ◽  
Internet Connectivity ◽  
Anambra State ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
The Social

The study explored the roles of social media in enhancing the acquisition of entrepreneurship skills among Nigerian youths, retrospectively during the COVID-19 lockdown of 2020 and now, its post era. The study was guided by the uses and gratification theory as well as the social category theory. Using the triangulation method, a total of 10 social media influencers were interviewed while 2000 copies of questionnaire were administered to respondents within Anambra State. Findings revealed that 71. 4% of respondents acquired skills on social media during the lockdown with YouTube, Facebook and Instagram as the main media for these acquisitions. While further research is recommended in this area, however, there is a need for Government to provide appropriate infrastructure for better internet connectivity and also subsidize data costs by reducing the taxation of internet service providers. Furthermore, since it has been found that youths are the most active users of social media in Nigeria, in addition to the provision of grants and low-interest loans, Government should use these same social media for sensitization and orientation all geared towards effective youth productivity.

scholarly journals Eksplorasi Konsep Diri para Pengguna TikTok dalam Memenuhi Social Needs pada Uses and Gratification Theory

2021 ◽  
Vol 5 (2) ◽  
pp. 114-127
Author(s):  
Filza Alifah Hasny ◽  
Shavira Hanza Renadia ◽  
Irwansyah Irwansyah
Keyword(s):  
Social Network ◽  
Qualitative Study ◽  
Social Needs ◽  
External Factors ◽  
Educational Content ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
Human Needs ◽  
Internal And External Factors

This qualitative study focuses on self-exploration of TikTok users in finding and creating educational content with fellow social network users. Researchers see the role of human needs psychologically and socially, which raises certain expectations from using TikTok and leads to fulfillment of needs. Researchers also saw the comparison of Gratification Sought (GS) with Gratification Obtained (GO) as the fulfillment of the needs sought to achieve the satisfaction desired by individuals in using TikTok. Researchers found that there were internal and external factors in self-exploration that influenced the fulfillment of the needs of using TikTok.

scholarly journals Social Media and Religious Minorities: Analyzing the Usage of Facebook Groups among Christian Minority to Highlight their Issues in Pakistan

2021 ◽  
Vol VI (I) ◽  
pp. 117-132
Author(s):  
Sumera Batool ◽  
Saba Sultana ◽  
Sana Tariq
Keyword(s):  
New Technologies ◽  
Social Issues ◽  
Online Discussions ◽  
Survey Method ◽  
Christian Community ◽  
Marginalized Communities ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
Participation Level

The issues of religious, ethnic and racial minorities are one of the major problems in modern democratic states where the majority governs. The article finds out the role of religious Facebook groups in highlighting the issues of the Christian minority. The objectives were to observe the reasons of participation, level of dependence and the nature of effects of online discussions of Facebook groups on the Christian community. Uses and gratification theory was applied to understand that how new technologies in media are used to gratify the needs of marginalized communities in a pluralist society. Data was collected through a survey method from the Christian minority, which was Facebook users and members of Facebook religion. The findings of the study revealed that usage of Facebook Groups is motivating the Christian community towards the solution of their problems; there is an association between usage of Facebook groups and awareness level regarding social issues among the Christian community.

scholarly journals General Conceptual Framework of Future Wearables in Healthcare: Unified, Unique, Ubiquitous, and Unobtrusive (U4) for Customized Quantified Output

Chemosensors ◽  
2020 ◽  
Vol 8 (3) ◽  
pp. 85
Author(s):  
Mostafa Haghi ◽  
Thomas M. Deserno
Keyword(s):  
Conceptual Framework ◽  
Conceptual Development ◽  
Wearable Devices ◽  
New Era ◽  
Personalized Healthcare ◽  
Monitoring Area ◽  
Psychological Parameters

We concentrate on the importance and future conceptual development of wearable devices as the major means of personalized healthcare. We discuss and address the role of wearables in the new era of healthcare in proactive medicine. This work addresses the behavioral, environmental, physiological, and psychological parameters as the most effective domains in personalized healthcare, and the wearables are categorized according to the range of measurements. The importance of multi-parameter, multi-domain monitoring and the respective interactions are further discussed and the generation of wearables based on the number of monitoring area(s) is consequently formulated.

scholarly journals IKLAN POLITIK DI MEDIA ONLINE DAN PEER GROUP TERHADAP KEPUTUSAN MEMILIH PARA PEMILIH MUDA PADA PEMILIHAN PRESIDEN 2019

MEDIAKITA ◽  
2020 ◽  
Vol 3 (2) ◽  
Author(s):  
Dian Marhaeni Kurdaningsih, Urip Mulyadi
Keyword(s):  
Voting Behavior ◽  
Peer Group ◽  
Peer Groups ◽  
Online Media ◽  
Young Voters ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
Conversation Theory ◽  
The Relationship

Young voters are very close to online life. Advertising as part of online media products should be able to provide knowledge and change attitudes to the audience. Likewise, peer groups or playing groups. The behavior of young voters will be greatly influenced by their peer group. And as peer group students can point to groups of friends to discuss, friends who can communicate with each other and understand each other among its members. How advertisements in online media and the role of peer groups influence the decisions of young voters.This research intends to prove the uses and gratification theory that audiences will seek and select media content to fulfill their interests in seeking presidential candidacy information. The theory is also supported by social conversation theory. The research methodology uses the Kendall analysis in which this analysis requires a significant and positive relationship to the variables. The analysis shows that there is a positive and significant relationship with sufficient results obtained between advertisements in online media on voting behavior and peer groups on the knowledge of voting for young voters. The conclusion of this research is that online mass media is very much a reference for young voters in gaining knowledge about candidates. The role of peer groups in studentsin the Semarang community is still strong. The idea recognition model will be more effective utilizing this peer group. This research is still far from perfect, the accuracy of the data because the selected variables are very limited so the relationship between variables needs to be supported by accurate supporting variables. This deficiency can be added to further research by adding or proving separately the groupthink theory and the muted theory.Keywords: online media, president, advertisement president, peer group

scholarly journals Organized Persuasive Communication: A new conceptual framework for research on public relations, propaganda and promotional culture

2018 ◽  
Vol 45 (3) ◽  
pp. 311-328 ◽  
Author(s):  
Vian Bakir ◽  
Eric Herring ◽  
David Miller ◽  
Piers Robinson
Keyword(s):  
Public Relations ◽  
Conceptual Framework ◽  
Conceptual Development ◽  
Public Life ◽  
Blind Spot ◽  
Persuasive Communication ◽  
Liberal Democracies ◽  
Starting Point ◽  
Considerable Confusion

Organized persuasive communication is essential to the exercise of power at national and global levels. It has been studied extensively by scholars of public relations, promotional culture and propaganda. There exists, however, considerable confusion and conceptual limitations across these fields: scholars of PR largely focus on what they perceive to be non-manipulative forms of organized persuasive communication; scholars of propaganda focus on manipulative forms but tend either to examine historical cases or non-democratic states; scholars of promotional culture focus on ‘salesmanship’ in public life. All approaches show minimal conceptual development concerning manipulative organized persuasive communication involving deception, incentivization and coercion. As a consequence, manipulative, propagandistic organized persuasive communication within liberal democracies is a blind spot; it is rarely recognized let alone researched with the result that our understanding and grasp of these activities is stunted. To overcome these limitations, we propose a new conceptual framework that theorizes precisely manipulative forms of persuasion, as well as demarcating what might count as non-manipulative or consensual forms of persuasion. This framework advances PR and propaganda scholarship by clarifying our understanding of manipulative and propagandistic forms of organized persuasive communication and by providing a starting point for more fully evaluating the role of deception, incentivization and coercion, within contemporary liberal democracies.

scholarly journals The Role of Anonymity in the Flaming Activity on YouTube in Malaysia

2019 ◽  
Vol 11 (1A) ◽  
pp. 111
Author(s):  
Revathy Amadera Lingam ◽  
Dr. Norizah Aripin
Keyword(s):  
Cyber Security ◽  
Freedom Of Speech ◽  
Privacy Concerns ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
Self Confidence ◽  
Depth Interview ◽  
Offensive Language

<p><em>The term flaming refers to offensive language such as swearing, insults and hating comments. Anonymity renders an environment that encourages irresponsible acts by people to display offensive behaviors. The aim of this study is to examine the role of anonymity in the flaming activity in Malaysia. The Uses and gratification Theory was proposed in order to explain flaming and its relation to anonymity. In-depth interview was conducted with 10 flamers of YouTube and the data was analyzed thematically. The results concludes that most of the flamers kept their identity anonymous due privacy concerns and for the freedom of speech. The rest of the flamers used their real name as a form of publicity, identity defining and to boost their self-confidence. This study contributes practically in the enrichment of the data on flaming for the concerning parties such as Malaysian Communications and Multimedia Commission, and Cyber Security Malaysia.</em></p>

scholarly journals THE ROLE OF COMMUNICATION AS THE DRIVE FOR IMMIGRATION: A CASE STUDY IN FINLAND

2021 ◽  
Author(s):  
Zahra Hosseini ◽  
◽  
Sirkku Kotilainen
Keyword(s):  
International Students ◽  
Host Community ◽  
University Admissions ◽  
Language And Culture ◽  
Uses And Gratification ◽  
Uses And Gratification Theory ◽  
Use Of Social Media ◽  
Media And Technology ◽  
The University

Recently many studies have remarked migration issues. Thus, in countries such as Finland, having a governmental strategy for increasing the number of migrants, especially educated immigrants or encouraging international students to stay, is highly important. While Finland is recognized as the happiest country, it would be arguable why it is not included in the list of top destination countries for immigration. The literature shows communication is one of the most issues for immigrants and international students, particularly those from Asian countries. Therefore, this study aims to understand how technology-based communication such as the use of social media influences international students' decision to immigrate. Respectively, 23 Iranian tertiary-level students were interviewed as the case of the study. Uses and Gratification theory was employed to investigate the role of media usage among the participants. The findings showed that although there is high desire among the participants to immigrate to Finland, the difficulty and unpopularity of the Finnish language and culture of distance in Finland reduces the motivation to emigrate and made the participants feel being the outsider in the university and society. The use of communication media has facilitated university admissions and communication with family, friends, compatriots and other international students, but has not been able to connect them to Finnish society. While educated immigrants in every country are human resources, the results of this study draw our attention to explore different aspects of communication, identifying motivating factors and reducing frustration among international students for immigration. These results emphasize on the development of strategies and tools for harnessing the potential of media and technology to connect international students as future educated immigrants in the host community.

Role of mobile banking servicescape on customer attitude and engagement

2017 ◽  
Vol 35 (7) ◽  
pp. 1115-1132 ◽  
Author(s):  
Debjani Sahoo ◽  
Sreejesh S. Pillai
Keyword(s):  
Conceptual Model ◽  
Structural Equation ◽  
Strong Predictor ◽  
Customer Engagement ◽  
Mobile Banking ◽  
Web Based ◽  
Content Type ◽  
Customer Attitude ◽  
Customer Attitudes

Purpose The purpose of this paper is to examine the potential influence of the mobile banking (M banking) servicescape on customer attitude and engagement. The stimulus-organism-response framework was adapted to formulate a conceptual model, in which the M banking servicescape was modelled as an antecedent (stimulus) of customer attitudes towards M banking (organism), in turn directing customer behaviour (response), namely, customer engagement. Design/methodology/approach A web-based survey of 345 M banking users was conducted to gather data. The structural equation modelling technique was employed to analyse the conceptual model and test the proposed set of hypotheses. Findings The results of data analyses showed that M banking servicescape is a strong predictor of customer attitude towards M banking, which then influences customer engagement. The findings also demonstrate that customer attitudes towards M banking mediate both the M banking servicescape and engagement. Originality/value The extension of servicescape literature from the physical to the online context of M banking provides a notable new realm in which academicians can extend the current paradigms. This study also enhances understanding of potential improvements to customer attitude towards and engagement with M banking.

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