Manon Arcand

Université du Québec à Montréal | UQAM · Department of Marketing

Retailers are increasingly using self-service technologies (SSTs) in-store. However, their impacts are not well known. The objective of this study is to establish whether the use of SST and its key characteristics (perceived ease of use (PEOU) and perceived usefulness (PU)) has a significant effect on the customer experience (i.e., cognitive, affec...

By 2030, the global chatbot market in the fintech industry is expected to reach 6.83 billion USD (Vailshery 2022), and while using chatbots, consumers might be unable to tell whether they are interacting with a human. As chatbots are increasingly being used to provide a more human-like service experience, understanding the factors affecting trust,...

Purpose This study aims to examine the antecedents of privacy concerns in the era of artificial intelligence. Specifically, it focuses on the impact of various factors related to interactions with a chatbot (creepiness and perceived risk) and individual traits (familiarity with chatbots and need for privacy) in relation to privacy when interacting...

The main objective of this study is to establish whether in-store self-service technology (phygital context) significantly influences the dimensions of customer experience established by Brun et al. (Serv Ind J 37:317–340, 2017, [1]), i.e., the cognitive, positive affective, negative affective, sensory, behavioral and social dimensions. Our second...

Virtual assistants are increasingly used in consumer services, and the tourism industry is no exception to this. This survey of people aged 45 and under shows the importance of perceived usefulness and enjoyment of a tourism virtual assistant in increasing adoption intentions ; however perceived ease of use has no effect. This research study confir...

Consumers sometimes describe their experience of interacting with artificial intelligence‐based human‐like chatbots as creepy. This study investigates the antecedents of creepiness (i.e., the chatbot's usability, privacy concerns, and user variables such as technology anxiety and the need for human interaction) and its impact on consumer loyalty. G...

Réalisée auprès de personnes de 45 ans et moins, cette étude montre l’importance de l’utilité et du plaisir perçus d’un assistant virtuel (AV) touristique pour accroître l’intention d’adoption. Pour sa part, la facilité d’utilisation perçue n’a pas d’effet. Cette recherche confirme le rôle modérateur de l’expérience antérieure avec un AV alors que...

Cette recherche examine la relation entre l'appréciation des fonctionnalités (informationnelles, promotionnelles et de gestion) d'applications mobiles financières, l'expérience utilisateur (UX) sur le plan de la praticité perçue et la perception de modification du comportement d'épargne. Un sondage en ligne auprès de 759 utilisateurs canadiens a pe...

Based on survey research, this study, aims to identify the gap between what is promised (usefulness) and what consumers experience (usability and enjoyment) from virtual assistants such as voice- or chat-based bots. Our empirical results compare these three factors applied to AI bots and their adoption for customer service. They were collected with...

Purpose This study aims to examine the relationships between brand attachment, mobile service quality (MSQ), and positive word-of-mouth (WOM) for mobile banking applications (m-banking apps). Design/methodology/approach An online survey was conducted among 759 Canadian consumers who had used m-banking apps in the previous six months. To test the r...

Virtual assistants are increasingly used in consumer services, and the tourism industry is no exception to this. This survey of people aged 45 and under shows the importance of perceived usefulness and enjoyment of a tourism virtual assistant in increasing adoption intentions; however perceived ease of use has no effect. This research study confirm...

Based on survey research, this study, aims to identify the gap between what is promised (usefulness) and what consumers experience (usability and en-joyment) from virtual assistants such as voice- or chat-based bots. Our em-pirical results compare these three factors applied to AI bots and their adop-tion for customer service. They were collected w...

The tourism industry has been dramatically impacted by COVID-19. It is being called upon to innovate and reinvent itself for the future given the health crisis caused by the pandemic characterizing the year 2020. Tourism will no longer be the same as it was before. As a result, digital transformation in this sector will accelerate not only in terms...

Purpose Increasingly popular mobile health technology is creating a new paradigm for the delivery of care to patients involving a role of the pharmacist. This study aims to propose a renewed patient–pharmacist relationship in this environment and present an empirical case study investigating the influence of key variables, including the consumer’s...

Widely studied in traditional advertising contexts, research on brand placement is still scarce on videogame streaming platforms such as Twitch. While these environments combine video games and social media features, this article investigates the impact of product placement on branding using eye tracking measures. A video by a professional gamer’s...

Even though 56% of Canadian internet users conduct banking transactions on mobile devices, most studies still focus on factors governing its adoption rather than its use. To understand better what mobile banking means, the tablet vs smartphone experience is compared using a sample of 375 Canadian mobile banking respondents. Survey results show that...

Videogame streaming platforms such as Twitch combining video games and social media, are gaining popularity and introducing new business models specific to social commerce (s-commerce); from 2014 to 2017 this industry has grown from 192 to 355 billion viewing minutes per year. Streaming platforms offer an attractive touch point for brands targeting...

Videogame streaming platforms such as Twitch combining video games and social media, are gaining popularity and introducing new business models specific to social commerce (s-commerce); from 2014 to 2017 this industry has grown from 192 to 355 billion viewing minutes per year. Streaming platforms offer an attractive touch point for brands targeting...

Crowdfunding allows creators to appeal for funds directly from supporters. The people who support projects contribute funds through online platforms (Gerber et al., 2012). Growing in importance over the last few years, such emerging online fundraising platforms are radically changing the way entrepreneurs obtain support from the crowd to convert a...

Crowdfunding allows creators to appeal for funds directly from supporters. The people who support projects contribute funds through online platforms (Gerber et al., 2012). Growing in importance over the last few years, such emerging online fundraising platforms are radically changing the way entrepreneurs obtain support from the crowd to convert a...

While considerable investigative work has focused on collaborative consumption (CC) from a managerial standpoint, the concept still lacks the conceptual groundwork necessary to categorize and fully understand its scopes and limits. In this article, the authors draw upon past research to delineate the construct, discuss its dimensionalities, and pro...

This study investigates (1) the effect of online service quality (ease of use, design, reliability and security/privacy) on user engagement as measured by two of its major constituents: consumer satisfaction and focused attention (2) the degree to which focused attention influences satisfaction in the context of e-learning. To explore these relatio...

In the current context of ubiquitous connectedness through portable mobile devices and services, it is important to comprehend more fully the nature of consumer/bank interactions and relationships. At the same time, firms in the service sector are trying to provide customers with impactful positive experiences. This article examines the impact of m...

Goods multiple lives practices (GMLPs) encompass a wide range of diverse practices that extend product lifecycles. We propose that it is through a holistic consideration of the concept that it is possible to understand its breadth and scope as well as its potential consequences in terms of increased value for consumers. Through 15 in-depth intervie...

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution....

Collaborative Consumption (CC) is currently subject to many debates and controversies. From a more conceptual perspective, more intense studies and considerations of collaborative consumption schemes, may potentially reposition marketing. This article is a first step into that direction. It reviews the key macro developments which led to the (re-)e...

Our current understanding of what motivates consumers to resell second-hand products online is limited. This article lays out the development and validation of an online resale motivation (ORM) scale based on three studies involving 1119 respondents. Study 1 presents the ORM scale development process and the resulting multidimensional construct, in...

This study examines the influence of various drivers (shopping motivations, i.e., convenience, cost saving, entertainment and social interaction seeking, innovativeness with technology and age) on attitude toward mobile communication and interest in a retailer’s mobile application in the fashion industry. Three thousand one hundred and thirty-six r...

Purpose. Marketing scholars have devoted little attention to the study of practices which grant multiple lives to goods. However, these practices can considerably extend products lifecycles with far-reaching implications for traditional retailers and the economy. Accordingly, the study provides scales for perceived impact and motivations of goods m...

Purpose The purpose of this study is to investigate consumer characteristics (gender, subjective knowledge of product category, susceptibility to social influence, attitude to internet shopping and internet use) having a bearing on the proportion of online information searches conducted using personal and impersonal information sources, and to expl...

Luxury brand counterfeiting is illegal and its harmful effects on genuine brands and on the wider society are well known. Nonetheless, it has not prevented consumers to buy copies. This study introduces a new variable, Schadenfreude – the pleasure felt in response to another's misfortune – and examines how this emotion relates to the intention to p...

Traditionally, the literature has used the terms "browser" and "hunter" shopping styles interchangeably. In-depth interviews with 12 consumers revealed that however there is a distinction between the two. The results suggest that, browsers may seek to surprise themselves by shopping secondhand, typically by finding a "treasure", but without knowing...

Considerable work has focused on Collaborative Consumption (CC) from a managerial standpoint. Little academic research has been conducted into this specific concept. This paper proposes two theoretical contributions in that regard: 1) a definition of CC that enables to determine effectively whether any given resource distribution system can be labe...

Purpose This study aims to build on the notion of brand evangelism developed by Becerra and Badrinarayanan (2013) by examining how brand relationship variables regarding one brand (i.e. brand loyalty, brand community identification and self-brand connection) influence oppositional referrals to a rival brand (i.e. desire to harm and trash-talking)...

While considerable investigative work has focused on that process from a managerial standpoint, little academic research has sought to conceptualize collaborative consumption from a marketing viewpoint. This paper performs a review of empirical, managerial and theoretical research into the phenomenon. The authors draw upon past research to delineat...

Internet and social network communities have become the essential channel for people looking for tourism information and online purchases or reservations. The academic community strive to better understand which factors influence online satisfaction and loyalty in the online travel industry. Many antecedents to e-satisfaction have been identified i...

Little attention has been devoted to resale and the limited research in this area has focused primarily on buyers. The concept of sellers’ motivations to resell products online is developed and the first scale to measure the motivations driving online reselling is presented. A robust, six-factor scale with twenty items is proposed.

Many people now use online reselling platforms to harness the power of the Internet to sell used products more efficiently. Little attention has been devoted to product disposal through resale and the limited research in this area has focused primarily on the buyers. In this article, we develop the concept of sellers’ motivations to resell products...

La mode constitue un exemple d’industrie culturelle importante qui contribue au développement de la personnalité de la ville de Montréal. Dans cette optique, les perceptions et les attentes des créateurs et des consommateurs locaux dans le domaine de la mode ont été comparées. Nous constatons la très faible notoriété des créateurs auprès des consom...

The objective of this study is to investigate the impact of tourism-specific consumer innovativeness (i.e., domain-specific innovativeness) on their information search, purchasing, and communication behaviors on tourism websites. The methodology employed is based on a combination of data from website log files and questionnaires (n = 207). The resu...

The objective of this study is to investigate the impact of tourism-specific consumer innovativeness (i.e., domain-specific innovativeness) on their information search, purchasing, and communication behaviors on tourism websites. The methodology employed is based on a combination of data from website log files and questionnaires (n = 207). The resu...

This paper compares two models predicting gender differences in information processing to determine if either of the models is more pertinent to goal-oriented Internet searches. The Selectivity Model (Meyers-Levy 1989) proposes that women make more comprehension effort than men whereas the Item-Specific/Relational Processing Model (Putrevu 2001) su...

The main objective of this research is to examine whether the drivers of websites’ usability perceptions and behavioral intentions vary between men and women. Nearly 4,000 French-Canadian Internet users navigated on one of 57 websites chosen for the study. Results show that usability perceptions are shaped differently for men and women but behavior...

This research investigated gender differences in search patterns and on- line task performance. 125 subjects, recruited from a panel of consumers, have performed a series of tasks on different websites in a laboratory quasi-experimental setting. When compared to men, women spent significantly more time per page but view less pages (although this la...

Purpose The purpose of this research is to study the impact of reading a web site's privacy statement on the perceptions of control over privacy and trust in a cyber merchant. Design/methodology/approach Two experiments were designed to monitor the actual reading of the privacy statement. Study one compares the influence of actual reading with sel...