Understanding college students' e-loyalty to online practicum courses in hospitality programmes during COVID-19

This study aims to examine the students’ loyalty to an online practicum course for hospitality education during Covid-19 pandemic in Indonesia. Premised on the Technology Acceptance Model (TAM), we adopted a revised model consisting of Information System Success Model and Expectancy Confirmation Theory (ECT) to ascertain the students’ perceptions of the usefulness of the programme and their levels of satisfaction with, and e-loyalty to, the programme. This study utilized an online survey to obtain data from 309 participants. The partial least squares structural equation modelling method was employed in this study. The findings show that students’ perceptions of the usefulness of online learning were significantly influenced by information quality, system quality & system interaction which relate to satisfaction. Preliminary research provides the insight for stakeholders such as vocational institutions, teachers and practitioners of education to gain a better understanding the factors that contribute to hospitality students continued intentional use of online course. Keywords: e-learning, practicum courses, hospitality students, pandemic Covid-19, student satisfaction, e-loyalty

Examining the influence of satisfaction and regret on online shoppers' post-purchase behaviour

PurposeThe present research has used the expectancy–confirmation model along with the regret theory to examine the influence of six e-retailers' characteristics and confirmation on shoppers' satisfaction or regret. Further, the effect of these two cognitive constructs has been investigated on consumers' post-purchase behaviour like the intention to write reviews, repurchase intentions and brand-switching behaviour.Design/methodology/approachExtensive review of the literature was undertaken to identify the related factors. Data were collected using the survey instrument from 367 respondents. Structural equation modelling using Amos 22.0 was carried out for analysing the data.FindingsThe findings from the data collected from 367 respondents include the significant influence of price transparency, service quality and firms’ sincerity on shoppers' satisfaction.Originality/valueContrary to expectations, it is observed that product assortment, product quality and quality of personalisation did not have any such influence. Also, a firm's sincerity is the only factor that influenced regret. The noticeable outcome of the study pertains to the fact that online reviews are only provided by satisfied shoppers and not shoppers who regret. Rather, such regretting customers prefer switching to the alternative brand(s) and are less inclined to repurchase.

The Replication and Spread of Functional Food Messages: The Influence of Personalities on Internet Meme Behavior

The term Internet memes was coined to describe the phenomenon of replicating and spreading messages via social media. This study explores individual personality traits in relation to Internet meme behavior in the context of online news about functional foods based on the expectancy-confirmation process, and also the correlates between value perception and consequential behavior. An online convenience sample was used to collect data by posting on LINE, the instant communication tool, and a total of 343 questionnaires were returned, 252 valid questionnaires were used for structural equation modeling and hypothesis verification. The results found that: (1) Neuroticism was positively related and Extraversion was negatively related to value expectation for consuming functional foods; (2) The food value for health expectation participants can predict replication and usage satisfaction; (3) The usage satisfaction and replicative behavior can predict the frequency of spread messages. The results suggest that consumers with Neuroticism will need to reduce processes of Internet memes to online fake news about functional food.

Market Orientation, Service Quality Perception, and Customer Satisfaction: The Role of Market-sensing Capabilities

This article examines the relationship between market orientation, customers’ perception of firms’ service quality (SQ), and their satisfaction in the Nigeria banking sector. The Expectancy Confirmation Theory (ECT) was adopted to shape this study. The population of this study was employees and customers of Nigerian money deposit banks, and specifically, the survey approach was employed using the quantitative paradigm. We employed simple random sampling technique to select employees and customers from each of the 21 banks making a total of 594 samples, and, thereafter, questionnaires were distributed to customers and employees in the banking hall with the permission of banks. Simple linear and hierarchical regressions were used to test our formulated hypotheses and the study analysis found a positive and significant relationship between market orientation and SQ perceptions of customers. Also, market orientation on customer satisfaction (CSAT) is found to be positive and significant. Market-sensing capabilities were found to have significant but weak effect on the relationship between market orientation and SQ perceptions. Market-sensing capabilities were found to have no effect on the relationship between market orientation and CSAT. In other words, market-sensing capabilities were found not to be a moderator of the relationship between market orientation and CSAT.

Effect of Emotion, Expectation, and Privacy on Purchase Intention in WeChat Health Product Consumption: The Mediating Role of Trust

With the aging of the population and the upgrading of the consumption structure of national health demand in China, it has become a new trend for the public to actively seek health products and services on social networks. Based on the theory of reasoned behavior and the theory of expectancy confirmation, this study aims to analyze the cognitive factors and their effects on WeChat users’ purchase intention in the process of health product consumption. Considering that safety is a key feature of health products that distinguishes them from other consumer products, the “satisfaction” concept in the expectancy confirmation model is replaced by “trust” in this study. Two hundred and two (202) valid samples were collected by a questionnaire survey to analyze their intentions to buy health products on WeChat. Theoretical models and corresponding research hypotheses were verified by structural equation modeling. The research results show that emotional price and emotional experience are positively correlated with trust and purchase intention. There is an obvious negative correlation between privacy invasion and trust. Expectation confirmation is positively associated with trust. Moreover, the intermediary test shows that trust has completely mediated between emotional price and purchase intention, and trust also has a full intermediary effect on expectation confirmation and purchase intention.

Drivers of continuance intention with mobile banking apps

Purpose The purpose of this paper is to examine the drivers of continuance intention with mobile banking apps, in a Thai context. The secondary objective is to examine if there are underlying segments that differ meaningfully in this regard. Design/methodology/approach A structural equation model based on the European Customer Satisfaction Index is estimated. The data were obtained by conducting an online survey of mobile banking users in Thailand (n=399). Findings The top 3 factors directly affecting continuance intention toward mobile banking are satisfaction, trust and expectancy confirmation. Image and perceived risk also have an impact, although studies have reported that the latter is less impactful than the prior. One latent segment is more influenced by observable performance characteristics like confirmation and perceived quality, the other more by credence factors like trust and image. Practical implications The study confirms the important role of satisfaction and expectancy confirmation in driving continuance. Somewhat unexpected is the high relative prominence of trust as a driver, at least in the Thai context. This is a “soft” variable managers should not dismiss. The identification of segments also points to potentially different treatment and actionable advice for managers. Originality/value This paper adds to the scant body of empirical work on continuance intention with mobile banking. In light of the large investments in mobile banking capabilities being made, this is an under-researched area. This paper to the authors’ knowledge is the first to study consumer heterogeneity in this context.

Studies show link between gender stereotyping and harsher punishments for workers

Purpose The researchers set up two studies to test their theory that gender-stereotypical counterproductive work behaviors (CWBs) were more likely to be harshly punished than non-gender stereotypical ones. Design/methodology/approach Two rival theories were used. Expectancy–confirmation theory suggests people process behavior more easily when it fits in with their expectations. But expectancy–violation theory argues the polar opposite. It states that perceivers react more negatively when bad behavior is inconsistent with their expectations. They carried out two studies. The first one analyzed the appeals of 197 federal employees against their CWBs. The second one was a simulation using MBA students to test the findings of study one. Findings Study one confirmed the concept of expectancy–confirmation theory for both men and women. Gender-stereotypical CWBs led to more dismissals. The second study supported the first study’s result, but only for women. The opposite result prevailed for men. Originality/value The studies are important because they show that gender stereotypes can influence the perceptions of individuals in charge of punishment. This is something that organizations need to be aware of as it is important for them to be consistent. Punishment decisions, the authors suggest, “have important consequences for not only the target of punishment, but also can have a powerful social effect upon the broader organization.”

A Study of User Continuance Behavioral Intentions Toward Privacy-Protection Practices

Prior research on privacy protective behaviors has found that online users irrationally trade protection for convenience, and so act against their own privacy preferences. The present article uses expectancy-confirmation theory (ECT) models to explain the continuance behavioral intentions of online users toward privacy-protection practices. It redefines convenience to highlight human behaviors involved in various stages of implementing privacy practices processes. The results show that earlier privacy practice experiences impact the present as well as the future protective behaviors of users, and that convenience-orientation is an important aspect of human nature that should not be inhibited by complex privacy practices. Therefore, to serve online users better, both researchers and practitioners should consider the personal perceptions of convenience of online users when constructing their privacy practices.

The Joint Effects of Internal Auditors' Approach and Persuasion Tactics on Managers' Responses to Internal Audit Advice

ABSTRACT Internal auditors frequently provide advice to managers as important input for accounting decisions. Recent practitioner guides have touted the merits of a participative or “coach” approach relative to a traditional “police officer” approach to the internal audit role. We conduct two experiments that test how managers respond to advice from an internal auditor using these different approaches. Results across both experiments suggest that when an internal auditor provides a professional favor (e.g., waives a standard investigation of an immaterial error), managers agree more with the internal auditor's advice only when he or she takes a participative approach. In contrast, a favor reduces managers' agreement with a more traditional internal auditor's advice. Our study contributes to practice by examining how an internal auditor's approach can change how favors influence corporate governance outcomes and contributes to the advice literature in accounting by highlighting the importance of expectancy confirmation.