Gen Y customer loyalty in online shopping: An integrated model of trust,user experience and branding

Generational theory posits that generational cohorts develop similar attitudes and beliefs. Gen Y, Millennials, will become the largest customer segment for hotels worldwide. This group likes to travel and prefers to spend money on experiences rather than materialistic items. Their responses to online marketing is expected to be different as they process website information five times faster than older generations and are the most emotional and least loyal customers compared to all other generations. The aim of this research is to develop and test a comprehensive model that explains how Gen Y develops loyalty to a hotel booking website. To test the research model, an online survey was distributed to a systematic random sample of 2500 Gen Yers. Findings highlight that trust is the most important antecedent of e-loyalty in online shopping for Gen Y customers. Brand equity is also a key precursor of e-loyalty. Finally, a positive online experience (flow), is also a significant precursor of e-loyalty for this cohort.     

Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective

As mobile technology has developed, mobile banking has become accepted as part of daily life. Although many studies have been conducted to assess users’ satisfaction with mobile applications, none has focused on the ways in which the three quality factors associated with mobile banking – system quality, information quality and interface design quality – affect consumers’ trust and satisfaction. Our proposed research model, based on DeLone and McLean’s model, assesses how these three external quality factors can impact satisfaction and trust. We collected 276 valid questionnaires from mobile banking customers, then analyzed them using structural equation modeling. Our results show that system quality and information quality significantly influence customers’ trust and satisfaction, and that interface design quality does not. We present herein implications and suggestions for further research.     

Adoption of RFID technologies in UK logistics: Moderating roles of size,barcode experience and government support

Due to globalization, logistics has become an important part in the supply chain. Many logistics service providers have realised the importance of adoption of technologies that can help manufacturers, warehouses, and retailers to communicate with each other more efficiently. Among many logistics technologies, radio frequency identification (RFID) has been identified as an important technology to improve logistics operations and supply chain management, and thus is increasingly gaining both practitioners’ and researchers’ attention. The purpose of this study is to identify the impact of usability features of RFID in the adoption of the technology by the logistics sector in the UK. We have used questionnaire survey method to collect data from the UK logistics firms. The analysis of the data shows that the usability of RFID technology positively influences adoption of technology. We have further tested the moderating effects of firm size, experience with barcode use, and government support in adopting RFID. Our results show that government support strongly moderates the link between usability of RFID and its adoption but size and experience with barcode do not moderate this link. We elaborate the contributions of the study and managerial implications of our results in this paper.     

Understanding the privacy behavior of adolescents on Facebook: The role of peers,popularity and trust

We study whether peer influence processes, popularity and trust predict privacy settings on Facebook. We use large-scale survey data from 3434 Dutch adolescents combined with observed privacy behavior on Facebook. The findings show that peer influence processes play a role and that adolescents imitate the privacy settings of their peers in the classroom. Such imitation processes are particularly pronounced for highly connected classrooms. The results show that more popular adolescents in the classroom are more likely to publicly display their Facebook profiles. Furthermore, we find that low-trust groups (ethnic minorities, lower educated and younger adolescents, and girls) more frequently opt for private Facebook profiles.     

Understanding active and passive users: the effects of an active user using normal, hard and unreliable technologies on user assessment of trust in technology and co-user

The aim of this study was to understand how passive users perceive the trustworthiness of active users and technologies under varying technological conditions. An experimental study was designed to vary the functioning of technologies that active users interacted with, while passive users observed these interactions. Active and passive user ratings of technology and partner were collected. Exploratory data analysis suggests that passive users developed perceptions of technologies based on the functioning of the technology and how the active user interacted with the technology. Findings from this research have implications for the design of technologies in environments where active and passive users interact with technologies in different ways. Future work in this area should explore interventions that lead to enhanced affective engagement and trust calibration.     

How and why trust matters in post-adoptive usage: The mediating roles of internal and external self-efficacy

Since the underutilization of technology often prevents organizations from reaping expected benefits from IT investments, an increasing body of literature studies how to elicit value-added, post-adoptive IT use behaviors. Such behaviors include extended and innovative feature use, both of which are exploratory in nature and can lead to improved work performance. Since these exploratory behaviors can be risky, research has directed attention to trust in technology as an antecedent to post-adoptive IT use. In parallel, research has examined how computer self-efficacy relates to post-adoptive IT use. While such research has found that both trust and efficacy can lead to value-added IT use and that they might do so interdependently, scant research has examined the interplay between these antecedents to post-adoptive IT use. Drawing on the Model of Proactive Work Behavior with a focus on its predictions about trust and efficacy, we develop a research model that integrates trust in technology and computer self-efficacy in the post-adoption context. Our model suggests that the two concepts are interdependent such that trust-related impacts on post-adoptive use behaviors unfold via computer-related self-efficacy beliefs. Contemporary tests of mediation on data from more than 350 respondents provided support for our model. Hence, our findings begin to open the black box by which trust-related impacts on post-adoptive behaviors unfold, revealing computer self-efficacy as an important mediating factor. In doing so, this study furthers understanding of how, and why, trust matters in post-adoptive usage, enabling strategic change management by elucidating the “fit” between technological characteristics and post-adoptive usage.     

The attitudes,impact, and learning needs of older adults using apps on touchscreen mobile devices: Results from a pilot study

Despite the proliferation in understanding older adults’ acceptance and limitations of Internet technology, the learning needs of older adults living in low Internet usage areas and their acceptance of touchscreen-based apps have lagged behind. This study describes an embedded mixed-method research evaluation of an eight-week touchscreen mobile device training for thirty-nine older adults who were recruited from a community center in a low Internet usage area in southern Taiwan. Among the participants, 20 completed both the pre-test and the post-test and 16 attended the focus group interviews. The design of the training course was based on constructs informed by the diffusion of innovation theory and the technology acceptance model, and it incorporated both a classroom-based and small group tutoring approach. After the training session, the participants reported significantly lower depressive symptom scores compared to baseline. Qualitative interviews reveal the participants’ learning needs related to extended practice, usefulness, and compatibility in adopting touch-screen apps. Findings from this study shed light on the possibility of touchscreen-based apps, including health-, entertainment-, transportation-, and social media-related apps, for improving psychological well-being in older adults with limited Internet experience living in the community. Discussion on their learning needs was also provided.     

Acceptance of the virtual item auctioning system in online games: The role of intrinsic motivation,extrinsic motivation,and trust

The virtual item auctioning system (VIAS) has economic potential as millions of online players trade their virtual items in an auction‐based environment. However, little empirical research has been conducted about understanding the factors affecting the decision to use the VIAS in online games. To address this gap, the current study uses the technology acceptance model (TAM) to explore the effects of extrinsic motivation‐perceived usefulness, intrinsic motivation‐flow, and trust on the decision to use the VIAS in online games. Three hundred and twenty‐eight surveys were gathered from the users of VIAS in online games. The research model was tested with the structural equation modeling technique, using AMOS 20. The results showed that intrinsic motivation is more important than extrinsic motivation in explaining the use of the VIAS. Furthermore, trust is a strong predictor of both intrinsic and extrinsic motivation. We conclude the study with the discussion of the findings, managerial implications, and suggestions for future research. © 2016 Wiley Periodicals, Inc.     

Understanding consumer intention to participate in online travel community and effects on consumer intention to purchase travel online and WOM: An integration of innovation diffusion theory and TAM with trust

The growing presence of online travel communities is leading to great developments in the travel industry. Grounded in the innovation diffusion theory (IDT) and the technology acceptance model (TAM), this paper seek to develop and empirically test a comprehensive framework to examine the antecedents of customers' intention to participate in online travel community. Using SEM to analyse the data collected from a sample of 495 members, the results indicate that innovation diffusion theory and TAM with trust provide an appropriate model for explaining consumers' intention to participate; this intention in turn has a positive influence on intention to purchase and positive WOM. Furthermore, religiosity plays an important role in understanding consumers' behavioural intention. The results offer important implications for online service provider and are likely to stimulate further research in the area of online travel community.     

Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust

The purpose of this study is to propose a theoretical model to examine the antecedents of repurchase intention in online group-buying by integrating the perspective of DeLone & McLean IS success model and the literature of trust. The model was tested using the data collected from 253 customers of a group-buying website in Taiwan. The results show that satisfaction with website, satisfaction with sellers, and perceived quality of website have positive influences on repurchase intention, while perceived quality of website and perceived quality of sellers have significant impacts on satisfaction with website and satisfaction with sellers, respectively. The results also show that trust in website has positive influences on perceived quality of website and satisfaction with website, whereas trust in sellers influence perceived quality of sellers and satisfaction with sellers significantly. Finally, the results show that perceived size of website has positive influence on trust in website, while reputation of website and reputation of sellers significantly affect trust in website and trust in sellers, respectively. The implications for theory and practice and suggestions for future research are also discussed.     

The ontological properties of social roles in multi-agent systems: definitional dependence,powers and roles playing roles

In this paper we address the problem of defining social roles in multi-agent systems. Social roles provide the basic structure of social institutions and organizations. We start from the properties attributed to roles both in the multi-agent systems and the Object Oriented community, and we use them in an ontological analysis of the notion of social role. We identify three main properties of social roles. First, they are definitionally dependent on the institution they belong to, i.e. the definition of a role is given inside the definition of the institution. Second, they attribute powers to the agents playing them, like creating commitments for the institutions and the other roles. Third, they allow roles to play roles, in the same way as agents do. Using Input/Output logics, we propose a formalization of roles in multi-agent systems satisfying the three properties we identified.     

The role of attachment style in building social capital from a social networking site: The interplay of anxiety and avoidance

Drawing on attachment theory, the present study examines the attachment styles of individuals relative to two ways of building social capital – bonding social capital and bridging social capital. In trying to relate attachment theory to the use of SNS, the present study argues that bonding social capital is reflected in the use of SNS for forming attachment bonds from trust-based strong ties, while bridging social capital is reflected in the use of SNS for causal affiliations among more socially distant people. The conceptual model was validated through an online survey completed by 368 Facebook users. Two hierarchical multiple regression analyses indicated several results. First, avoidance attachment was significant and negatively predictive of both bonding social and bridging social capital. Second, both bonding social capital and bridging social capital reported by respondents appeared to be greatest under conditions of low anxiety attachment coupled with low avoidance attachment. Third, levels of Facebook usage were significant and independently predictive of bridging social capital.     

When trust and distrust collide online: The engenderment and role of consumer ambivalence in online consumer behavior

Trust and distrust are both considered to be crucial in online truster–trustee relationships. Although some research has proposed that trust and distrust are distinct, other research continues to hold that they are merely opposite ends of the same continuum. Given this debate, it is important to consider how distrust is distinguished from trust. To that end, this paper extends the nomological network of distrust and introduces two novel antecedents never introduced in online behavior literature: situational abnormalities and suspicion. For this nomological network, we also propose that trust and distrust coexist in online e-commerce relationships and can result in ambivalence when they both have high attitudinal values (represented in emotions, beliefs, or behaviors).Using an empirical study of online consumer behavior with 521 experienced online consumers, we found strong empirical validation for our newly proposed model. We provide evidence that suspicion and situational abnormalities are separate, important antecedents to distrust. We also examine the effect of ambivalence on the truster’s intentions toward the website and find a small positive effect that increases the user’s intentions toward the website. Finally, we empirically demonstrate the coexistence of trust and distrust as separate constructs and emphasize that distrust has a much larger impact on the truster’s intentions than does trust. We conclude with implications for theory and practice, along with a discussion of the limitations of and future opportunities revealed by this study.     

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.     

Employee creativity formation: The roles of knowledge seeking,knowledge contributing and flow experience in Web 2.0 virtual communities

Knowledge seeking and knowledge contributing are two distinct types of behaviors, both of which must occur for the presumed benefits of knowledge sharing to be realized. Self-perception theory posits that individuals come to ‘know’ their own internal beliefs by inferring them partially from observations of their own overt behavior. Building on self-perception theory and adhering to the principle that knowledge sharing facilitates knowledge creation, we develop a research model to explore the consequences of both knowledge seeking and knowledge contributing behavior given the consideration that flow plays a lubricating role in the formation of creativity. Data collected from 232 users of Web 2.0 virtual communities were used to test the model. We found that both knowledge seeking and knowledge contributing can lead to a state of flow and can further result in creativity at work. These findings and their implications for theory and practice are discussed.     

Digital collaborative learning in elementary and middle schools as a function of individualistic and collectivistic culture: The role of ICT coordinators' leadership experience,students' collaboration skills,and sustainability

The purpose of this study was to examine the influence of online collaborative learning experiences on students' digital collaboration skills and on the sustainability of e-collaboration in schools' culture—comparing individualistic versus collectivistic cultures. In addition, we explored how the leadership experience of schools' ICT coordinators was predicted by their sense of professionalism and cognitive, emotional and social aspects of perceived learning (PL), while leading the collaborative projects. The participants were ICT coordinators from 513 Israeli schools; 214 of whom were Hebrew-speakers, and 299 Arabic-speakers. The participants were asked to complete an online questionnaire, which included multiple-choice and open-ended questions. The results showed significant differences between a variety of the coordinator-related variables as a function of learning culture (more individualistic vs.more collectivistic). Coordinators' leadership experience was a powerful predictor of students' digital collaboration skills, but did not predict the sustainability of e-collaboration. Coordinators' emotional PL predicted the sustainability of collaboration in both schools with more individualistic and with more collectivistic learning cultures. The implications of the findings for educational theory and practise are discussed.