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Customer adoption factors for in-flight entertainment and connectivity
Abstract
The aviation industry has recently begun providing in-flight entertainment and connectivity (IFEC) services using information and communication technology (ICT). IFEC is a concept that adds connectivity to the existing in-flight entertainment (IFE) service, which allows passengers to access the Internet or use roaming, using their electronic devices. The purpose of this study is to identify the adoption factors that affect the customer's intention to use the IFEC. The customer's adoption factors are largely classified into utilitarian motivation and hedonic motivation, and the sub-factors are verified to be influenced by four independent variables: ease of use, voluntariness, enjoyability, and excitability. Hedonic motivation has had more impact, which is attributed to the customer's enjoyment and interest in the new service. Low cost carriers (LCC), who were unable to provide IFE services due to the lack of in-seat video systems (IVS), began offering airline-specific entertainment services through their personal electronic devices (PED). In the case of LCC, voluntariness had a meaningful effect on the adoption factor of IFEC, unlike full-service carriers (FSC), which provided IFE. This seems to have been influenced by the voluntary nature of passengers related to cost payment as a new service was introduced in LCC, which previously did not have IFE services. In-flight wireless fidelity (Wi-Fi) services are an important factor for airlines around the world who want to implement smart cabins, and the results of this study will help each airline find suitable IFEC services that consider customer adoption factors.
... Studies have discovered that passengers showed greater interest in digital technology-related services during the COVID-19 pandemic [11,12]. Positive views have been received towards several specific non-contact digital services such as biometrics [13], self-check-in kiosks [14], service robots [15], and inflight entertainment and connectivity services [16]. However, there is a lack of systematic analysis of passengers' perceptions of different digital technologies together. ...
Airlines’ major adoption of digital technology during the COVID-19 crisis may have changed how customers experience the services and may affect passengers’ perceptions compared to the past. However, there is a lack of studies systematically examining the adoption of new technology in the airline industry from a passenger satisfaction-centric perspective. This study investigates passengers’ perceptions and satisfaction with digital technology adoption by airlines during the COVID-19 pandemic. An online questionnaire survey was conducted to examine Chinese passengers’ perceptions and satisfaction with 11 digital technology-based services offered by airlines. A total of 365 valid responses were analyzed using ANOVA tests and stepwise multiple linear regression analysis. The analysis indicates that most passengers have a positive attitude towards airlines’ new technology adoption. In the final selected regression model, six technologies offered by the airlines are statistically significant and have impacted passenger satisfaction. They are artificial intelligence (AI) customer service, e-luggage tag, cleaning robot, ultraviolet light and antimicrobial cabin cleaning, an app-controlled in-flight entertainment system, and e-library. The facial recognition service, digital documentation and AI Customer service are the least favorable among the 11 technologies offered by the airlines. There is an opportunity for airlines to improve these services further to gain the trust of the passengers.
... According to the American Heart Associated, 4 g per day of omega-3 fatty acids is an effective treatment for hypertriglyceridemia, either alone or adjunctive therapy with other lipid-lowering agents. However, the global market size of USD 2.1 billion in 2020 [1]. These huge expenditures reflect the worldwide popularity of these products and the belief that omega-3 fatty acids are beneficial to their health. ...
While ancillary services were initially provided by legacy carriers on short- and medium-haul flights, the emergence of long-haul low-cost carriers has contributed to the adoption of ancillary services on long-haul flights as well. Nevertheless, limited attention has been paid to the specifics of ancillary services on long-haul flights and to how much passengers are willing to pay for such services. In this research, we aim to assess the willingness of passengers to pay for various ancillary services on long-haul flights and show how these values differ depending on passenger characteristics. Based on a choice-based conjoint analysis, we first investigate the importance of five ancillary services (checked baggage, inflight meal, seat selection, priority boarding, and onboard Wi-Fi) in the flight ticket selection process. In addition, we measure passengers’ willingness to pay for the entire sample and for subsets of respondents based on trip motive and age. Regarding trip motive, we reveal that leisure passengers are willing to pay more for most ancillary services than are business passengers. By contrast, when distinguishing between millennial and nonmillennial respondents, neither subsample is globally willing to pay more for ancillary services, with differences for each service. Finally, we compare the estimated willingness to pay for short- and long-haul services and reveal that flight duration has a contrasting impact on the willingness to pay for ancillary services (with either a positive or null impact on willingness to pay). In addition, our comparison of the estimated willingness to pay with the actual fees charged by airlines allows us to draw conclusions on their attractiveness for passengers.
Abstract
Cloud computing is an innovative information technology that has been applied to education and has facilitated the development of cloud computing classrooms; however, student behavioral intention (BI) toward cloud computing remains unclear. Most researchers have evaluated, integrated, or compared only few theories to examine user BI. In this study, we tested, compared, and unified six well-known theories, namely service quality (SQ), self-efficacy (SE), the motivational model (MM), the technology acceptance model (TAM), the theory of reasoned action or theory of planned behavior (TRA/TPB), and innovation diffusion theory (IDT), in the context of cloud computing classrooms. This empirical study was conducted using an online survey. The data collected from the samples (n = 478) were analyzed using structural equation modeling. We independently analyzed each theory, by formulating a united model. The analysis yielded three valuable findings. First, all six theoretical models and the united model exhibited adequate explanatory power. Second, variance explanation, Chi-squared statistics, effect size, and predictive relevance results revealed the ranking importance of the theoretical models. Third, the united model provided a comprehensive understanding of the factors that significantly affect the college students’ BI toward a cloud computing classroom. The discussions and implications of this study are critical for researchers and practitioners.
Purpose
The purpose of this paper is to analyse the relation between hedonic/utilitarian shopping behaviour and a number of key variables, such as store loyalty, perceived value, purchase frequency, money spent, price consciousness, age and gender. The paper aims to provide useful managerial implications for managers of fashion specialty shops.
Design/methodology/approach
Factor analysis, analysis of variance and structural equation model, depending on the nature of the considered variables, their theoretical robustness, background and potential implications. Data collected by means of a questionnaire in a natural setting; sample size of 300 respondents.
Findings
Provides information about the effects of hedonic and utilitarian behaviour, indicating which variable is affected and how, and suggesting that playfulness pays back, but is not predetermined by gender or age.
Research limitations/implications
Fashion stores for apparel have been considered only: further research could consider also different retailing formats and product categories.
Practical implications
A useful source of information and advice for managers operating in fashion specialty shops. The paper suggests what retailers should focus on and why.
Originality/value
This paper conducts a detailed analysis of suggestions addressed in the relevant literature, providing empirical support and highlighting new findings and relations.
In this article, the authors examine how consumer choice between hedonic and utilitarian goods is influenced by the nature of the decision task. Building on research on elaboration, the authors propose that the relative salience of hedonic dimensions is greater when consumers decide which of several items to give up (forfeiture choices) than when they decide which item to acquire (acquisition choices). The resulting hypothesis that a hedonic item is relatively preferred over the same utilitarian item in forfeiture choices than in acquisition choices was supported in two choice experiments. In a subsequent experiment, these findings were extended to hypothetical choices in which the acquisition and forfeiture conditions were created by manipulating initial attribute-level reference states instead of ownership. Finally, consistent with the experimental findings, a field survey showed that, relative to market prices, owners of relatively hedonic cars value their vehicles more than do owners of relatively utilitarian cars. The authors discuss theoretical implications of these reference-dependent preference asymmetries and explore consequences for marketing managers and other decision makers.
Consumers shop online for both goal-oriented and experiential reasons. However, goal-oriented motives are more common among online shoppers than are experiential motives. This article identifies and discusses attributes that facilitate goal-oriented online shopping, including accessibility/convenience, selection, information availability, and lack of unwanted sociality from retail sales help or shopping partners such as spouses. Importantly, consumers report that shopping online results in a substantially increased sense of freedom and control as compared to offline shopping. While consumers are more likely to describe offline rather than online shopping in experiential terms, evidence of experiential motivations for online shopping is emerging. Also, while closing transactions at web sites is one important e-commerce goal, companies should not lose site of the continuing importance and power of their web site as an information and communications vehicle.
Purpose
The purpose of this study is to investigate the relationships between fashion innovativeness/opinion leadership and utilitarian/hedonic shopping motivations. This study seeks to develop a better understanding of fashion leadership and determine the primary shopping motivations associated with fashion leadership.
Design/methodology/approach
A survey was completed by a total of 150 students at a large university in the southeastern USA. Multiple regression analyses, MANCOVA, and ANCOVA were employed to test the research hypotheses.
Findings
The results indicated that fashion innovativeness was significantly related to various hedonic shopping motivations; fashion innovativeness was positively associated with adventure and idea shopping motivations, whereas it was negatively associated with value shopping motivation. Fashion opinion leadership was positively associated with utilitarian shopping motivation.
Practical implications
The results of the study help to suggest various marketing and retailing strategies to stimulate fashion innovative behaviors through adventurous, stimulating, and up‐to‐date new fashions. They also suggest that fashion opinion leadership could be activated by focusing proper shopping environments or advertising on information/features for cognitive stimulation.
Originality/value
The study investigated a direct relationship between fashion leadership and shopping motivations for the first time. The findings of the study strengthen academic research on fashion leadership by identifying pre‐positioned shopping motivations that trigger fashion leadership, as well as practical applications.
With the use of an on-line retailer's Web site and an experimental method with 103 university students, statistical support through path analysis was found for positive influences of optimum stimulation level (preferred level of environmental stimulation) and recreational shopping on hedonic value (trying an image-interactivity feature of an apparel Web site as a stimulating experience). The Web site's mixandmatch image interactivity feature allowed creation of visual images of product combinations. The path-analysis model revealed significant paths between hedonic value and resulting emotional pleasure and arousal variables. A pattern of significant paths was also found between these three variables and global attitude, willingness to purchase, and willingness to patronize the on-line store. Theoretical and managerial conclusions are provided. © 2005 Wiley Periodicals, Inc.
Computer systems cannot improve organizational performance if they aren't used. Unfortunately, resistance to end-user systems by managers and professionals is a widespread problem. To better predict, explain, and increase user acceptance, we need to better understand why people accept or reject computers. This research addresses the ability to predict peoples' computer acceptance from a measure of their intentions, and the ability to explain their intentions in terms of their attitudes, subjective norms, perceived usefulness, perceived ease of use, and related variables. In a longitudinal study of 107 users, intentions to use a specific system, measured after a one-hour introduction to the system, were correlated 0.35 with system use 14 weeks later. The intention-usage correlation was 0.63 at the end of this time period. Perceived usefulness strongly influenced peoples' intentions, explaining more than half of the variance in intentions at the end of 14 weeks. Perceived ease of use had a small but significant effect on intentions as well, although this effect subsided over time. Attitudes only partially mediated the effects of these beliefs on intentions. Subjective norms had no effect on intentions. These results suggest the possibility of simple but powerful models of the determinants of user acceptance, with practical value for evaluating systems and guiding managerial interventions aimed at reducing the problem of underutilized computer technology.
Motivations to engage in retail shopping include both utilitarian and hedonic dimensions. Business to consumer e-commerce conducted via the mechanism of web-shopping provides an expanded opportunity for companies to create a cognitively and esthetically rich shopping environment in ways not readily imitable in the nonelectronic shopping world. In this article an attitudinal model is developed and empirically tested integrating constructs from technology acceptance research and constructs derived from models of web behavior. Results of two studies from two distinct categories of the interactive shopping environment support the differential importance of immersive, hedonic aspects of the new media as well as the more traditional utilitarian motivations. In addition, navigation, convenience, and the substitutability of the electronic environment to personally examining products were found to be important predictors of online shopping attitudes. Results are discussed in terms of insights for the creation of the online shopping webmosphere through more effective design of interactive retail shopping environments.
Information Communication Technologies (ICTs) have revolutionised the entire business world. The airline industry in particular has fostered a dependency on technology for their operational and strategic management. Airlines were early adopters of ICTs and have a long history of technological innovation, in comparison to many other travel and tourism businesses. This paper discusses comprehensive research, including exploratory research with airline executives, using qualitative methods to examine the use of ICTs in the contemporary airline industry and to discuss recent developments in the industry. The work demonstrated that the airline industry was using the Internet to improve its distribution strategy and reduce costs; it also used Intranets and internal systems to develop tactical and strategic management. In addition, Extranets were being gradually used for communicating with partners and to support business-to-business (B2B) relationships. The effort demonstrated that ICTs will be critical for the strategic and operational management of airlines and will directly affect the future competitiveness of airlines.
Web content has been identified as one of the main factors contributing to repeat visits. As content on the web includes text, pictures, graphics, layout, sound, motion and, someday, even smell, making the right web content decisions are critical to effective web design. While an understanding of marketing strategies that attract visitors to websites is beginning to emerge, how to convert web surfers to repeat visitors is a less well-understood phenomenon. Through an empirical study, the authors develop the Website Preference Scale (WSPS) based upon the work in environmental psychology of Rachel Kaplan and Stephen Kaplan. The results identify underlying dimensions of effective website design and provide insight into site design characteristics, which may lead to a higher likelihood of revisit.
Previous studies in information systems research and service marketing treat customer behavior towards technology-based services homogeneously. However, recent studies recognize that users have different attitude towards different technologies even if these technologies used to support the same service. Drawing on literature from service marketing (i.e. customer contact theory), information systems, (unified theory of technology acceptance) and organizational behavior (task complexity theory), this study proposes a construct that classifies technology-based services according to the level of customer-technology interaction they require, namely the Customer-Technology Contact. The moderating effect of this construct on the relationship between individual characteristics - i.e. technology readiness - and attitude towards technology-based services is examined through an empirical study. Technology-based retail services scenarios, with different levels of technology contact, are presented to supermarket shoppers (n=600). Results show that customer technology contact, as a unique service attribute, moderates the effect of personality traits to customers' attitude. The current study introduces this new service attribute that is applicable to ubiquitous computing services, application and design.
Compared to offline shopping, the online shopping experience may be viewed as lacking human warmth and sociability as it is
more impersonal, anonymous, automated and generally devoid of face-to-face interactions. Thus, understanding how to create
customer loyalty in online environments (e-Loyalty) is a complex process. In this paper a model for e-Loyalty is proposed
and used to examine how varied conditions of social presence in a B2C e-Services context influence e-Loyalty and its antecedents
of perceived usefulness, trust and enjoyment. This model is examined through an empirical study involving 185 subjects using
structural equation modeling techniques. Further analysis is conducted to reveal gender differences concerning hedonic elements
in the model on e-Loyalty.
Valid measurement scales for predicting user acceptance of computers are in short supply. Most subjective measures used in practice are unvalidated, and their relationship to system usage is unknown. The present research develops and validates new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance. Definitions for these two variables were used to develop scale items that were pretested for content validity and then tested for reliability and construct validity in two studies involving a total of 152 users and four application programs. The measures were refined and streamlined, resulting in two six-item scales with reliabilities of .98 for usefulness and .94 for ease of use. The scales exhibited high convergent, discriminant, and factorial validity. Perceived usefulness was significantly correlated with both self-reported current usage (r=.63, Study 1) and self-predicted future usage (r =.85, Study 2). Perceived ease of use was also significantly correlated with current usage (r=.45, Study 1) and future usage (r=.59, Study 2). In both studies, usefulness had a significantly greater correlation with usage behavior than did ease of use. Regression analyses suggest that perceived ease of use may actually be a causal antecedent to perceived usefulness, as opposed to a parallel, direct determinant of system usage. Implications are drawn for future research on user acceptance.
This article focuses on the bundling of products with promised contributions to charity. Two lab experiments and one field study are conducted that compare the effectiveness of promised donations to charity in promoting "practical necessities" (e.g., a box of laundry detergent) to their effectiveness in promoting "frivolous luxuries" (e.g., a hot fudge sundae). The results suggest that charity incentives are more effective-in-promoting frivolous products than in promoting practical products. This research extends prior work on the effects of bundling complementary positive outcomes into the domain of affect-based complementarity with product-charity bundles. Copyright 1998 by the University of Chicago.
Addressing inconsistent results in the literature, the conceptual framework that the authors develop proposes that the consumer's motivational orientation moderates the effect of the arousal produced by a store environment on the pleasantness of the environment. Two experiments support the framework. When consumers have a recreational motivational orientation, high arousal has a positive effect on pleasantness, but when consumers have a task-oriented motivational orientation, high arousal decreases pleasantness. In addition, high arousal increases consumer intentions to visit and make purchases in the store for recreationally oriented consumers, but it has a negative impact on shopping behavior for task-oriented consumers. Pleasantness mediates the effect of arousal on shopping behavior.
Increasingly, researchers have come to acknowledge that consumption activities entail both utilitarian and hedonic components. Whereas utilitarian consumption accentuates the achievement of predetermined outcomes typical of cognitive consumer behavior, its hedonic counterpart relates to affective consumer behavior in dealing with the emotive and multisensory aspects of the shopping experience. Consequently, while utilitarian consumption activities appeal to the rationality of customers in inducing their intellectual buy-in of the shopping experience, customers’ corresponding emotional buy-in can only be attained through the presence of hedonic consumption activities. The same can be said for online shopping. Because the online shopping environment is characterized by the existence of an IT-enabled web interface that acts as the focal point of contact between customers and vendors, its design should embed utilitarian and hedonic elements to create a holistic shopping experience. Building on Expectation Disconfirmation Theory (EDT), this study advances a research model that not only delineates between customers’ utilitarian and hedonic expectations for online shopping but also highlights how these expectations can be best served through functional and esthetic performance, respectively. Furthermore, we introduce online shopping experience (i.e., transactional frequency) as a moderator affecting not only how customers form utilitarian and hedonic expectations but also how they evaluate the functional and esthetic performances of e-commerce sites. The model is then empirically validated via an online survey questionnaire administered on a sample of 303 respondents. Theoretical contributions and pragmatic implications to be gleaned from our research model and its subsequent empirical validation are discussed.
This study is the first of its kind to examine the acceptance and usage behavior of online grocery shopping in Thailand. It proposes an extension of the technology acceptance model, including subjective norm, visibility, perceived risk, and perceived enjoyment to better understand the factors and the extent to which they lead to the acceptance or rejection of online grocery shopping. In order to accurately test the variables and the relationships of the proposed research model, a questionnaire was developed and distributed to 450 residents in the Bangkok area, of which 263 valid responses were returned back to the researcher. Instrument development was done by using existing scales and items from the current literature on technology acceptance. Partial least squares structural equation modeling (PLS-SEM) was used for this research, with the results emphasizing that perceived ease of use, perceived usefulness, intention to use, subjective norm, and perceived enjoyment have a statistically significant relationship towards the acceptance of online grocery shopping in Thailand. By contrast, visibility and perceived risk were found to have no significant impact on the perceived usefulness of online grocery shopping. The results and implications are summarized in the discussion part of this paper where valuable recommendations for decision makers are provided.
Responding to prior research that has been equivocal on the role of general environmental motivations and addressing arguments on hedonic motivations in purchasing green products, the purpose of our study was to specify a hierarchical model of green purchasing. Environmental concern and environmental knowledge along with adventurous spirit as general environmental and hedonic motivations were examined. Situation- and issue-specific motivations, perceived environmental effectiveness, and novelty seeking were also included in the model. Data was collected from 284 adults enrolled in an online panel survey. The three TPB constructs accounted for 50.8% of the variance in purchase intention but only attitude and subjective norm had appreciable effects. Findings supported the claim that it is situation- and issue-specific motivations that are direct constructs of a specific behavior rather than general motivations. Environmental knowledge had an appreciable effect in explaining purchase intention while environmental concern did not. When novelty seeking was controlled, adventurous spirit accounted for no additional variance in purchase intention.
This paper defines hedonic consumption as those facets of consumer behavior that relate to the multisensory, fantasy and emotive aspects of product usage experience. After delineating these concepts, their theoretical antecedents are traced, followed by a discussion of differences between the traditional and hedonic views, methodological implications of the latter approach, and behavioral propositions in four substantive areas relevant to hedonic consumption—mental constructs, product classes, product usage and individual differences. Conclusions concern the usefulness of the hedonic perspective in supplementing and extending marketing research on consumer behavior.
This paper investigates the competitive structure of restaurant retailing by developing and testing a conceptual framework that combines household production economics theory with research on hedonic and utilitarian retail patronage. The results generally support this conceptualization. This study contributes to the literature in three ways. First, the theory of household economics provides the missing theoretical rationale for studying the demographic correlates of hedonic versus utilitarian retail patronage motives. Second, this study also provides evidence that the utilitarian motives underlying research on household economics can be meaningfully supplemented by investigating hedonic patronage motives. Finally, this research adds to the literature on restaurant patronage rooted in household economics by studying empirically the role of retail marketing mix variables in restaurant retailing.
This paper examines the performance of the two core classifications of airline ancillary revenues, which are unbundled products and commission based income. It also investigates the willingness of passengers to pay (WTP) for these services together with what type of ancillary items are acceptable at a particular price point. The study found that passengers value a narrow range of perceived ‘necessity’ products and services such as food and drink, checked baggage and seat assignment as opposed to perceived ‘optional’ unbundled or commission based products/services. It also found significant differences in WTP for specific ancillary services based on carrier type (FSC/LCC/Charter), length of flight (long and short haul) and journey purpose (business, leisure, VFR).
Low-cost carriers in Taiwan have rapidly drawn a large number of passengers away from full-service carriers in recent years. However, many passengers still stick with traditional airlines as their primary air carriers. These two groups of passengers should differ in terms of their personal and trip characteristics, valuations of factors in determining an airline, and perceptions of need for ancillary services. The present paper compares the profiles of passengers using different types of air services in Taiwan using data collected from an online survey and assesses the potential of principal component analysis with biplot technique to define different passengers based on their preferences of services and valuations of the importance of factors. Our study shows that passengers of full-service and low-cost carriers have different trip characteristics; principal component analysis is applicable for this context of passenger profile segmentations.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
In the airline industry, passengers choose and buy service based on their perception of which airline delivers better value. Thus, it is important to compare two types of airlines, Low Cost Carriers (LCCs) and Full Service Carriers (FSCs), to measure how much their product or service is worth and the effect of perceived value on passengers' purchase decisions. This study examined the relationship between perceived value, satisfaction, and purchase intention in both FSCs and LCCs. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were performed for data analysis. Our findings reveal that passenger satisfaction in LCCs is affected by hedonic value and utilitarian value, but passengers' future purchase intention is not dependent on satisfaction even when passengers are satisfied. In FSCs, moreover, utilitarian value is not a significant factor for satisfaction and purchase intention. This research provides implications for airline marketers and directions for future research.
The study of factors that influence intentions to use information technology enabled innovations enjoys a long tradition in the information systems literature. Recently there have been calls for research that enhances our understanding of interrelationships among beliefs related to technology adoption. In addition, there has been recent interest in more closely examining specific beliefs, including perceived compatibility. In this study we use the context of distance learning to develop and test a model of use intentions. Our main focus is on two under-researched forces that may influence intentions, pressure and fit. Pressure pertains to the normative and institutional influences to engage in distance learning. Specifically, we examine how perceptions of subjective norm and voluntariness influence distance learning intentions. Compatibility concerns how well distance learning matches with the desires and past experiences of potential distance learners. We use Karahanna, Agarwal and Angst's [2006] multi-dimensional conceptualization of compatibility to represent compatibility beliefs. We examine both the direct and indirect impact of these factors on distance learning intentions in a nomological network that includes other beliefs (relative advantage and ease of use) drawn from diffusion theory. Data from a survey indicate that compatibility with preferred work style and values have an impact on intentions, as do voluntariness beliefs. This study points out the importance of using a multidimensional view of compatibility. In addition, results related to voluntariness indicate that in largely volitional environments institutional pressures to adopt may actually lower use intentions.
Following relaxation of economic regulation in many aviation markets, the competition amongst airlines has intensified in recent years. This has resulted in improvements in airline products, especially in the in-flight services. One of the areas on which airlines have focused their attention is the provision of personal in-flight entertainment (IFE). In 1998, airlines spent $1.8 billion on IFE. However, the industry is faced with a number of questions in relation to such levels of investment: Are the investments justified? Does IFE influence passengers' choice of airline? Does IFE have a revenue-generating potential? What does the future hold as far as the IFE services are concerned? This paper addresses these questions based on a passengers survey and literature review. The results indicate that while IFE is not amongst the primary factors affecting passengers' choice, it contributes greatly to passengers' satisfaction with airline services. While provision of IFE can currently act as a differentiating factor, in the future it will become part of passengers' expectations. It has also become apparent that, while IFE has the potential to generate some revenue, it would not be enough to cover the total costs associated with the installation and running of IFE systems. The impact of IFE would be felt, indirectly, through increase in passenger loyalty which should have a positive impact on airline revenues
This study examines the conditions necessary to transform online information search into "play," a highly positive experience capable of delivering intrinsic value in the form of escapism and enjoyment. On the basis of the four-channel model of flow, perceived play is investigated as the consequence of flow versus various nonflow states. Moderated by product involvement, play serves as a link between flow theory and the online consumer attitude formation process.
The accelerating growth in technology-based self-service today is giving rise to questions about the acceptance of such forms
of service delivery by all kinds of consumers and under different situational contexts. This study investigates the moderating
effects of consumer traits and situational factors on the relationships within a core attitudinal model for technology-based
self-service. An experimental design is used with perceived waiting time and social anxiety (through perceived crowding) as
the situational treatments. Relevant consumer traits for technology-based self-service are examined and include inherent novelty
seeking, self-efficacy with respect to technology self-consciousness, and the need for interaction with an employee. The results
lend support to the hypothesized moderating effects. Implications for service practitioners as well as directions for future
research are discussed.
Purpose
The main objective of this paper is to compare the differences that exist between the adoption of e‐commerce by potential purchasers and the acceptance of the channel (re‐purchase decisions) by experienced e‐customers. Therefore, the paper seeks to test the influence of online shopping experience on electronic purchase decisions.
Design/methodology/approach
The conceptual model, an extended technology acceptance model (TAM), is tested using structural equation modelling techniques. In addition, the variations that exist in e‐customer behaviour are checked using a multi‐sampling analysis.
Findings
The findings show that the influence of self‐efficacy and usefulness increases as the consumer gains online shopping experience. The motivations that lead a potential e‐customer to make a purchase are not the same as those that influence an experienced customer. The paper demonstrates the evolution of customer behaviour and the need to differentiate the perceptions of consumers depending on their level of experience.
Practical implications
The analysis of e‐customer behaviour is a key issue for the development of e‐retailing. Better knowledge about the evolution of consumer behaviour allows a better management of the e‐customer‐firm relationship (e‐business). Firms should bear in mind the relevant perceptions of e‐customers for each decision.
Originality/value
Despite the importance that researchers have attached to studying e‐shopping behaviour, not many papers have considered the existence of different types of decision. In fact, the majority only consider an initial stage of e‐commerce and do not analyse the evolution of e‐customer behaviour and the differences observed with respect to acceptance. The paper fills this gap.
Consumer interaction with product information is one of the critical components in business-to-consumer (B2C) e-commerce environments. Online consumers characteristics can be expected to play an important role when designing how product information is presented in such e-commerce environments. We suggest that online consumers personality traits impact effectiveness of the presentation of product information on e-commerce sites and the extent to which the various e-commerce environments are effective. In this article, we propose and empirically validate relationships among online consumers personality traits, product information presentation richness and on-line consumer behaviour in e-commerce environments. Results show that effectiveness of product information presentation varies by online consumers psychological types, and that rich product information presentation significantly influences the online buying behaviour of intuitive types, and feeling types, rather than sensing and thinking types. Discussion of the results and their implications for theory and practice as well as limitations and future research directions are presented.European Journal of Information Systems (2002) 11, 181195. doi:10.1057/palgrave.ejis.3000431
Previous research indicates that perceived usefulness is a major determinant and predictor of intentions to use computers in the workplace. In contrast, the impact of enjoyment on usage intentions has not been examined. Two studies are reported concerning the relative effects of usefulness and enjoyment on intentions to use, and usage of, computers in the workplace. Usefulness had a strong effect on usage intentions in both Study 1, regarding word processing software (β=.68), and Study 2, regarding business graphics programs (β=.79). As hypothesized, enjoyment also had a significant effect on intentions in both studies, controlling for perceived usefulness (β=.16 and 0.15 for Studies 1 and 2, respectively). Study 1 found that intentions correlated 0.63 with system usage and that usefulness and enjoyment influenced usage behavior entirely indirectly through their effects on intentions. In both studies, a positive interaction between usefulness and enjoyment was observed. Together, usefulness and enjoyment explained 62% (Study 1) and 75% (Study 2) of the variance in usage intentions. Moreover, usefulness and enjoyment were found to mediate fully the effects on usage intentions of perceived output quality and perceived ease of use. As hypothesized, a measure of task importance moderated the effects of ease of use and output quality on usefulness but not on enjoyment. Several implications are drawn for how to design computer programs to be both more useful and more enjoyable in order to increase their acceptability among potential users.
Multimedia message service (MMS) provides more multimedia communication with entertainment effects than current text-based short message service (SMS). While many reports indicate that the mobile Internet market will be huge, little is known about whether people will accept MMS. This study applies innovation diffusion theory to examine the factors that influence the adoption of MMS. The proposed model was empirically evaluated by using survey data collected from 207 users concerning their perceptions of MMS. The findings indicate that perceptions of use were different over innovation diffusion stages. Specifically, there was a significant difference between potential adopters and users. The results may provide further insights into MMS marketing strategies.
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.
Purpose
Purchasing on the internet has unique features that make it different from the traditional shopping process, particularly with regard to its social context. This study seeks to investigate the relationship between past online purchases and purchasing intentions, representing the social context by the notions of social presence and trust.
Design/methodology/approach
A sample of 115 working MBA students purchased an item online (but were stopped at the stage of paying), and then completed a questionnaire on social presence and trust.
Findings
The results show that past purchasing predicts intentions to purchase and that trust and social presence act as partial mediators.
Practical implications
Social context is important for understanding how past behavior affects future purchasing. Designs should therefore enhance social presence and trust. Moreover, it may be beneficial to monitor these mediators to detect potential problems.
Originality/value
The study demonstrates the important role of social context in online shopping. In particular, the mediation of trust and social presence between past and future purchasing is determined.
Consumer researchers' growing interest in consumer experiences has revealed that many consumption activities produce both hedonic and utilitarian outcomes. Thus, there is an increasing need for scales to assess consumer perceptions of both hedonic and utilitarian values. This article describes the development of a scale measuring both values obtained from the pervasive consumption experience of shopping. The authors develop and validate the scale using a multistep process. The results demonstrate that distinct hedonic and utilitarian shopping value dimensions exist and are related to a number of important consumption variables. Implications for further applications of the scale are discussed. Copyright 1994 by the University of Chicago.
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