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•E-service quality construct conforms to the structure of a third-order factor model.•It should capture sixteen online store attributes which can be assigned to four dimensions.•The ...correctly specified formative model has better fit indices than the reflective model.•The developed measurement predicts customer behavior better than WebQual and E-S-Qual.
Using survey data from 358 online customers, the study finds that the e-service quality construct conforms to the structure of a third-order factor model that links online service quality perceptions to distinct and actionable dimensions, including (1) website design, (2) fulfillment, (3) customer service, and (4) security/privacy. Each dimension is found to consist of several attributes that define the basis of e-service quality perceptions. A comprehensive specification of the construct, which includes attributes not covered in existing scales, is developed. The study contrasts a formative model consisting of four dimensions and sixteen attributes against a reflective conceptualization. The results of this comparison indicate that studies using an incorrectly specified model overestimate the importance of certain e-service quality attributes. Global fit criteria are also found to support the detection of measurement misspecification. Meta-analytic data from 31,264 online customers are used to show that the developed measurement predicts customer behavior better than widely used scales, such as WebQual and E-S-Qual. The results show that the new measurement enables managers to assess e-service quality more accurately and predict customer behavior more reliably.
The technology readiness (TR) index aims to better understand people’s propensity to embrace and use cutting-edge technologies. The initial TR construct considers four dimensions—innovativeness, ...optimism, insecurity, and discomfort—that collectively explain technology usage. The present meta-analysis advances understanding of TR by reexamining its dimensionality, and investigating mediating mechanisms and moderating influences in the TR–technology usage relationship. Using data from 193 independent samples extracted from 163 articles reported by 69,263 individuals, we find that TR is best conceptualized as a two-dimensional construct differentiating between motivators (innovativeness, optimism) and inhibitors (insecurity, discomfort). We observe strong indirect effects of these dimensions on technology usage through mediators proposed by the quality–value–satisfaction chain and technology acceptance model. The results suggest stronger relationships for motivators than for inhibitors, but also that these TR dimensions exert influence through different mediators. Further, the moderator results suggest that the strength of TR–technology usage relationships depends on the technology type (hedonic/utilitarian), examined firm characteristics (voluntary/mandatory use; firm support), and country context (gross domestic product; human development). Finally, customer age, education, and experience are related to TR. These findings enhance managers’ understanding of how TR influences technology usage.
An increasing number of firms introduce service robots, such as physical robots and virtual chatbots, to provide services to customers. While some firms use robots that resemble human beings by ...looking and acting humanlike to increase customers’ use intention of this technology, others employ machinelike robots to avoid uncanny valley effects, assuming that very humanlike robots may induce feelings of eeriness. There is no consensus in the service literature regarding whether customers’ anthropomorphism of robots facilitates or constrains their use intention. The present meta-analysis synthesizes data from 11,053 individuals interacting with service robots reported in 108 independent samples. The study synthesizes previous research to clarify this issue and enhance understanding of the construct. We develop a comprehensive model to investigate relationships between anthropomorphism and its antecedents and consequences. Customer traits and predispositions (e.g., computer anxiety), sociodemographics (e.g., gender), and robot design features (e.g., physical, nonphysical) are identified as triggers of anthropomorphism. Robot characteristics (e.g., intelligence) and functional characteristics (e.g., usefulness) are identified as important mediators, although relational characteristics (e.g., rapport) receive less support as mediators. The findings clarify contextual circumstances in which anthropomorphism impacts customer intention to use a robot. The moderator analysis indicates that the impact depends on robot type (i.e., robot gender) and service type (i.e., possession-processing service, mental stimulus-processing service). Based on these findings, we develop a comprehensive agenda for future research on service robots in marketing.
Impulse buying: a meta-analytic review Iyer, Gopalkrishnan R.; Blut, Markus; Xiao, Sarah Hong ...
Journal of the Academy of Marketing Science,
05/2020, Letnik:
48, Številka:
3
Journal Article
Recenzirano
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Impulse buying by consumers has received considerable attention in consumer research. The phenomenon is interesting because it is not only prompted by a variety of internal psychological factors but ...also influenced by external, market-related stimuli. The meta-analysis reported in this article integrates findings from 231 samples and more than 75,000 consumers to extend understanding of the relationship between impulse buying and its determinants, associated with several internal and external factors. Traits (e.g., sensation-seeking, impulse buying tendency), motives (e.g., utilitarian, hedonic), consumer resources (e.g., time, money), and marketing stimuli emerge as key triggers of impulse buying. Consumers’ self-control and mood states mediate and explain the affective and cognitive psychological processes associated with impulse buying. By establishing these pathways and processes, this study helps clarify factors contributing to impulse buying and the role of factors in resisting such impulses. It also explains the inconsistent findings in prior research by highlighting the context-dependency of various determinants. Specifically, the results of a moderator analysis indicate that the impacts of many determinants depend on the consumption context (e.g., product’s identity expression, price level in the industry).
While numerous studies have examined the benefits of customer participation (CP), understanding of the dark side of involving customers in service firms’ processes is limited. This study proposes ...that the changing role of customers who actively participate in service co-development can cause role stress and negative feelings, which may, in turn, reduce customer satisfaction and the perceived value of participation. We develop and test a comprehensive role theory–based framework for CP-role stress. Using a video-based experiment, behavioral lab experiment, and field study, we find that greater CP leads to heightened role stress including role conflict, role overload, and role ambiguity. These adverse effects occur contingent on customers’ prior participation experience and firm-provided support. Furthermore, role stress effects vary across service co-development types depending on (a) the scope of the task (i.e., open task, closed task) and (b) the beneficiary of participation (i.e., customer, general market). Specifically, adverse effects are stronger for open than for closed tasks, and they also tend to be stronger when the beneficiary is the general market rather than the individual customer. These findings emphasize the need for more cross-context theorizing in CP research. Managers should consider these adverse effects and implement measures that reduce role stress.
ABSTRACT
Despite their generally increasing use, the adoption of mobile shopping applications often differs across purchase contexts. In order to advance our understanding of smartphone‐based mobile ...shopping acceptance, this study integrates and extends existing approaches from technology acceptance literature by examining two previously underexplored aspects. First, the study examines the impact of different mobile and personal benefits (instant connectivity, contextual value, and hedonic motivation), customer characteristics (habit), and risk facets (financial, performance, and security risk) as antecedents of mobile shopping acceptance. Second, it is assumed that several acceptance drivers differ in relevance subject to the perception of three mobile shopping characteristics (location sensitivity, time criticality, and extent of control), while other drivers are assumed to matter independent of the context. Based on a dataset of 410 smartphone shoppers, empirical results demonstrate that several acceptance predictors are associated with ease of use and usefulness, which in turn affect intentional and behavioral outcomes. Furthermore, the extent to which risks and benefits impact ease of use and usefulness is influenced by the three contextual characteristics. From a managerial perspective, results show which factors to consider in the development of mobile shopping applications and in which different application contexts they matter.
Purpose
This study aims to develop a comprehensive adoption model that combines constructs from various theories and tests these theories against each other. The study combines a technology ...acceptance model, innovation diffusion theory and risk theory. It develops this model in a smart home applications context.
Design/methodology/approach
The study is based on an online survey consisting of 409 participants, and the data are analyzed using structural equation modeling.
Findings
Each theory provides unique insights into technology acceptance and numerous constructs are interrelated. Predictors from innovation diffusion and risk theory often display indirect effects through technology acceptance variables. The study identifies risk perception as a major inhibitor of use intention, mediated through perceived usefulness. Results reveal that the most important determinants of use intention are compatibility and usefulness of the application.
Research limitations/implications
Studies which do not examine different theories together may not be able to detect the indirect effects of some predictors and could falsely conclude that these predictors do no matter. The findings emphasize the crucial role of compatibility, perceived usefulness and various risk facets associated with smart homes.
Originality/value
This study broadens the understanding about the necessity of combining acceptance and adoption drivers from several theories to better understand the usage of complex technological systems such as smart home applications.
Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and ...satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows that: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial switching costs enhance it.
•We conducted a meta-analysis of 233 effects to quantify the effect of switching costs on repurchase.•Relational switching costs have the strongest association with repurchase.•Relational and procedural switching costs mitigate the satisfaction–repurchase link.•Financial switching costs enhance the satisfaction–repurchase intentions link.
PurposeThe use of meta-analysis in information systems (IS) research has increased. Because this research domain has matured and an increasing number of empirical studies have become available, ...meta-analysis is now perceived as a useful approach to synthesize an increasing body of empirical research. The present paper gives an overview of meta-analytical techniques, the evolution of meta-analysis in IS, the focus of these studies and method choices made by authors.Design/methodology/approachThis overview is based on 100 meta-analysis studies published in IS journals. These meta-analytical studies synthesize data from 6,262 empirical studies, and the meta-analyses were published between 1989 and 2020. The studies were coded with regard to 16 major method choices that IS researchers made when conducting meta-analyses.FindingsThis overview describes the key areas of meta-analysis (e.g. strategy and firm performance) and the journals that publish the meta-analysis. This overview also identifies method issues where meta-analyses have improved in recent years as well as issues that require some attention. Scholars receive guidance about good practices in terms of 16 major method choices related to (1) problem formulation, (2) literature search, (3) coding information, (4) analyzing and integrating effect sizes and (5) interpreting results and reporting findings.Originality/valueAddressing the identified method issues helps authors of future meta-analyses to increase the transparency of reporting and the likelihood of getting published. The substantive findings of a meta-analysis also often depend on researchers' method choices. Similar overviews exist for other disciplines, such as marketing and management.
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•The meta-study examines the influence of marketing instruments on retail patronage.•It provides guidance on how to apply these instruments to establish patronage.•24 instruments ...influence retail patronage directly or indirectly through mediators.•The effectiveness of instruments varies across shopping and country contexts.•Retailers should consider factors such as the hedonic/utilitarian shopping context.
Retailers have always worked to establish close relationships with customers through the retail marketing mix. Thus, the literature has a long tradition of testing the effects of various instruments on retail patronage. This meta-study synthesizes prior research into one comprehensive framework. We use 14,895 effect sizes reported by more than 239,000 shoppers from 41 countries extracted from 350 independent samples, to test the impact of 24 marketing-mix instruments on retail patronage. Specifically, we investigate the direct and indirect effects of these instruments on store satisfaction, word of mouth, patronage intention, and behavior. Product and brand management related instruments display the strongest effects on most outcome variables, whereas price, communication, service and incentive management instruments affect only selected outcomes. Distribution management turns out to be of secondary importance. However, the effectiveness of these instruments depends on the specific shopping context (food/non-food, shopping frequency, single store/agglomeration, hedonic/utilitarian), the retail environment (gross domestic product, country innovativeness, retail sales share, retail employment, Internet era), and the employed method (participant type, study design, data source). Specifically, we reveal most differences for hedonic shopping environments and developed countries. Also, the store’s advertising and atmosphere have gained importance in the Internet era, while purchase incentives, in-store orientation, and store location have lost relevance. This study contributes to a synoptic understanding of the comparable effectiveness of retail marketing instruments on retail patronage. It offers insights into the effectiveness of marketing-mix instruments and provides guidance on whether and when to invest in them. It also presents an agenda for future research on marketing-mix instruments.
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