Toward an Integrated Decision-Making Model for Consumer Electronic

The study proposes an integrated comprehensive consumer decision-making model by extending the customer value, satisfaction, and loyalty framework to include customer experience as an antecedent to creating value and enhancing satisfaction toward technology continuance intention. Our study incorporates perspectives from information systems (IS) and service marketing, where customer value (hedonic and utilitarian) theory and literature on customer experience with perceived ease of use and perceived usefulness as its dimensions are found to be drivers of technology continuance intention for consumer electronics. In addition, partial least squares results from 370 smartphone users indicate that within consumer electronics, price negatively moderates the relationship between utilitarian value and satisfaction but not with hedonic value and satisfaction. Contributions of findings and implications are discussed to provide references for consumer electronic firms in IS and service marketing.     

Factors influencing Internet shopping value and customer repurchase intention

This research empirically examines the effect of various Internet shopping site qualities on the utilitarian and hedonic values of Internet shopping. The influence of the perceived level of Internet shopping value on customer satisfaction and repurchase intention is also investigated. We perform structural equation analysis with a sample of 293 observations consisting of two different income groups (workforce and student). Our results show that while system and service qualities are critical factors affecting utilitarian shopping value, information and service qualities are the factors most closely associated with hedonic shopping value. These findings suggest that service quality plays a significant role in increasing both utilitarian and hedonic shopping values. Our results also show that the impact of quality factors on Internet shopping values and subsequent repurchase intention differs across the two income groups.     

The effect of online social value on satisfaction and continued use of social media

Social media offers customers a unique service value proposition. Recognizing service value as a pivotal concept, this study develops an aggregate construct of online social value, whereby customers evaluate utilitarian and hedonic benefits relative to what they must sacrifice in effort and risk in deriving a value calculation of online social networking services which predicts satisfaction and continued use of online social media, such as Facebook. By empirically testing a model that explains online social value, this research contributes to information systems (IS) theory by introducing a customer value perspective in the social media context and helps service providers by identifying factors predicting satisfaction and continued use that might be employed to improve offerings to keep customers coming back.     

Does confirmation always matter? Extending confirmation-based theories

Related theories have highlighted how important confirmation is to satisfaction. However, in their examinations of the effect of confirmation, all past studies viewed consumption experience from an overall perspective only. Given that the utilisation of online services may generate more than one type of benefits to customers, there is a need to decompose the overall concept into different dimensions and re-examine the importance of confirmation from different perspectives. In this study, based on goal-directed and experiential concepts, we separated the benefits provided by online social network services into two types: utilitarian and hedonic. Then, through confirmations, we tested their direct and indirect impacts on satisfaction. Data collected from 653 student-based Facebook users showed that perceived hedonic benefit is more strongly correlated with satisfaction than is perceived utilitarian benefit. In addition, the insignificant path coefficient hints that confirmation of hedonic benefits is not as important as indicated by related theories. We believe that our results generate interesting implications towards both academia and practitioners.     

Explaining members' proactive participation in virtual communities

Understanding members' proactive participation in virtual communities is important to both academics and practitioners. This study extends virtual community research by proposing and testing a model that outlines the antecedents of members' proactive participation behavior and incorporates mediating mechanisms and moderating effects. The findings, based on both qualitative and quantitative data, reveal that social, hedonic, and utilitarian community attributes significantly influence proactive participation through community identification and relationship satisfaction. Furthermore, the conversion of community identification into proactive participation behavior depends on the public recognition of contributions. The authors conclude with some managerial and research implications.     

Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study

Many research papers have been published on the effect of customer satisfaction and customer loyalty on customer profitability which is related to customer lifetime value (CLV). However, there is limited research on the impact of cross-cultural factors on the effect of customer satisfaction and customer loyalty on CLV. This study aims to fill this gap. Focusing on the usage of mobile data services, 846 samples from China and 689 from the US are obtained. Data analysis suggests that customer loyalty is a driver of CLV, while customer satisfaction is not. This research has important implications for firms about how to enhance CLV in mobile data services.     

How does perceived retail service innovativeness affect retail patronage intentions?

This study aims to conceptualize the effects of perceived retailer service innovativeness (PRSI), perceived service advantage, customer emotional satisfaction, and attitudes to retail patronage intentions. The proposed model is examined by structural equation modelling (SEM) using 1,386 samples from three retail formats in Taiwan. Results suggest that PRSI can be used as a strategic tool to create competitive advantage and customer satisfaction. PRSI is a critical antecedent factor that affects store patronage intentions through material‐based and experience‐based routes. This study affirms that a retailer's ability to offer service innovations, especially free in‐store services, may not immediately increase the financial performance of firms; however, it can change a consumer's attitude towards the store by becoming a critical determinant of success of the retailing system. The research model can be utilized by other retail studies, especially in this era of increased competition when innovation has become a critical strategic tool for differentiation.     

Extending technology usage models to interactive hedonic technologies: a theoretical model and empirical test

Abstract. Much of our prior knowledge of information systems (IS) usage is based on utilitarian systems such as personal productivity software and organizational applications. However, new generations of systems, such as online video games (OVGs), have since emerged that aim at enhancing users' hedonic outcomes like entertainment rather than utilitarian outcomes such as productivity. Prior models of utilitarian system usage provide a limited understanding of one's usage of hedonic systems, given the motivational differences between using these two types of systems. Theoretical modifications instead are required to extend the current models to hedonic systems. Expanding the research on attitude theories, we propose an initial model for usage of interactive hedonic systems, replacing perceived usefulness and perceived ease of use with perceived enjoyment and social image as the core cognitive drivers of usage, and further linking these beliefs to different technological attributes. The initial model is empirically validated using a survey of OVG usage among 485 student subjects. For IS usage research, this paper proposes and validates one of the earliest usage models of hedonic systems. For practitioners, this study provides some guidelines for manufacturers of hedonic systems on how to derive the most return on their system development efforts.     

Predicting aspect-based sentiment using deep learning and information visualization: The impact of COVID-19 on the airline industry

This study investigates customer satisfaction through aspect-level sentiment analysis and visual analytics. We collected and examined the flight reviews on TripAdvisor from January 2016 to August 2020 to gauge the impact of COVID-19 on passenger travel sentiment in several aspects. Till now, information systems, management, and tourism research have paid little attention to the use of deep learning and word embedding techniques, such as bidirectional encoder representations from transformers, especially for aspect-level sentiment analysis. This paper aims to identify perceived aspect-based sentiments and predict unrated sentiments for various categories to address this research gap. Ultimately, this study complements existing sentiment analysis methods and extends the use of data-driven and visual analytics approaches to better understand customer satisfaction in the airline industry and within the context of the COVID-19. Our proposed method outperforms baseline comparisons and therefore contributes to the theoretical and managerial literature.     

Designing website attributes to induce experiential encounters

Can websites be designed to be both utilitarian and hedonic? This article approaches this question by identifying Web attributes, their direct impacts on experiential flow, and their direct and indirect impacts on the utilitarian and hedonic aspects of Web performance. The results presented here support the proposal that, as an information-laden medium, a successful website must be able to use its attributes to satisfy both the information and entertainment needs of users.     

Unlocking the shopping myth: Can smartphone dependency relieve shopping anxiety? – A mixed-methods approach in UK Omnichannel retail

Digital technologies have enriched various consumer shopping patterns across multiple contexts and channels. Smartphones, as the most daily dependent device, have altered and assisted individual shopping decisions in omnichannel retailing. Drawing on the uses and gratifications theory, this research investigates emerging smartphone uses and consumers’ corresponding gratifications in shopping centers. Following a sequential mixed-methods approach, we first conducted semi-structured interviews with forty-three shoppers followed by a targeted survey in the similar fields. The findings allowed us to group nine specific smartphone uses into utilitarian, hedonic and social gratifications; moreover, both utilitarian and hedonic gratifications reduce state anxiety whereas social gratifications do not impact perceived anxiety. Consequently, a reduced level of state anxiety from achieved gratifications will significantly enhance consumer's purchase intentions. We offer insightful theoretical contributions and implications to marketing practitioners.     

Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value,hedonic value and perceived risk

Customer loyalty or repeat purchasing is critical for the survival and success of any store. By focusing on online stores, this study investigates the repeat purchase intention of experienced online buyers based on means‐end chain theory and prospect theory. In the research model, both utilitarian value and hedonic value are hypothesised to affect repeat purchase intention positively. Perceived risk is hypothesised to affect repeat purchase intention negatively and moderate the effects of utilitarian and hedonic values on repeat purchase intention. Utilitarian value is proposed as a formative second‐order construct formed by product offerings, product information, monetary savings and convenience. Hedonic value is also proposed as a formative second‐order construct formed by the six hedonic benefits that have been identified in prior research. Data collected from 782 Yahoo!Kimo customers provide strong support for the research model. The results indicate that both the utilitarian value and hedonic value are positively associated with buyers' repeat purchase intention. A higher level of perceived risk reduces the effect of utilitarian value and increases the effect of hedonic value on repeat purchase intention. Implications for theory and practice and suggestions for future research are provided.     

一种基于CBR和多Agent的Web服务个性化组合

客户的满意度是衡量Web服务组合的重要指标之一。为解决Web服务组合中客户满意度的缺失问题,提出一种基于CBR(Case-based Reasoning)和多Agent的个性化的Web服务组合算法。在给出Web服务客户满意度属性的定义基础之上,建立了属性偏好的权重向量求解模型,并通过多目标规划寻找服务组合的最优解,从而实现了Web服务组合的个性化。原型系统表明了其可行性。     

Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.     

Evolving the online customer experience … is there a role for online customer support?

This paper advances our theoretical understanding with regard to the online customer experience in a utilitarian context. The aim of this research is to understand if there is a need for online customer support during search for information and services on business support websites. In contrast to previous studies highlighting time distortion as part of the optimal customer experience, the findings of this research illustrate that customers are time conscious during a utilitarian search with the perceived length of time spent on the website influencing the customer experience. Additionally, the perceived length of time spent on the website influences the need to seek online customer support. The outcomes of customers requiring online customer support in relation to the customer experience have been established. The findings provide key managerial implications for economic development agencies and online business support providers on the requirement of online customer support and insight into the time conscious nature of customers in relation to the online customer experience.     

The Effect of Product Type on Consumer Preferences for Website Content Elements: An Empirical Study

This study attempts to demonstrate empirically how the importance of website content in online purchasing varies across 2 product categorizations: goods versus services and hedonic versus utilitarian products. We conducted an experiment that showed that when purchasing services, customers value evaluative elements and risk‐reducing content, while consumers buying goods may be satisfied with fewer features. In addition, selling hedonic products could be more effective when focusing on large and unique assortment. Websites selling utilitarian products, on the other hand, may profit from investing in instrumental website content. The study validates the guiding role of product type in website design, and suggests that incorporating product tactics into design likely contributes to the development of websites tailored to specific consumer groups.     

The modified Kansei Engineering-based application for sustainable service design

Considering the human-centered design, this paper shows a modified-integrated approach of how to quantify the impact of perceived Kano's attractive services on perceived emotional satisfaction (Kansei), followed by the formulation of innovative ideas for sustainable services using TRIZ (known as Theory of Inventive Problem Solving). The Kano's attractive service attribute is deemed to be a significant emotional booster (known as Kansei). Kansei Engineering (KE) is used to highlight the level of customer emotional satisfaction due to perceived service offerings. For the past seven years, there has been a rapid concern in Kansei Engineering (KE) in services. However, previous research of KE has mainly focused on the improvement and analysis of general service domains. There is little attention to sustainable services. Hence, this study provides a modified KE-based approach and aims to understand and satisfy customer emotional needs (Kansei) considering the social, environmental and economic performance. An empirical study in an international airport lounge and lobby services was conducted to confirm the applicability of the proposed model. Purposive sampling through in-depth-interview and face-to-face questionnaires which involved 100 valid subjects was used. Theoretically, these studies show the importance of Kansei's role in sustainable service development, highlighting more innovative and breakthrough solutions with less contradiction and “true-meaning” of Kansei. Practically, it provides a guideline for service designer and manager in identifying which attractive-based service attributes need to be prioritized considering Kansei satisfaction.     

Understanding Continuance Intention to Use Social Media in China: The Roles of Personality Drivers,Hedonic Value,and Utilitarian Value

Despite the enormous increase in active users of WeChat, research examining users’ continuance intention based on personality habits and value perceptions is very scarce. To fill this gap, the present study aims to offer a research model which examines the role of four personality drivers, namely, (1) personal innovativeness, (2) face consciousness, (3) need for uniqueness, and (4) ambiguity intolerance in WeChat users’ hedonic and utilitarian value perceptions. Further, our model examines how hedonic and utilitarian value perceptions influence continuance intention. Data were collected from 262 active users of WeChat. Structural equation modeling was employed to test study hypotheses. The findings reveal that personal innovativeness had a positive effect on users’ hedonic value. Face consciousness and need for uniqueness were found to be a strong predictor of both hedonic and utilitarian value. A negative association was found between ambiguity intolerance and utilitarian value. The hedonic and utilitarian value positively affects continuance intention. The authors offer theoretical and practical implications for Information System scholars and practitioners, and close by acknowledging the limitations and future research direction.