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Privacy Matters: Impact of Ethical Organization Care and Government Regulations on Customer Patronage
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Abstract
Purpose: The coronavirus disease 2019 (COVID-19) epidemic has given an upsurge to online retailing in Pakistan. This shift has escalated the issues about privacy concerns among consumers. Keeping in view the growing concerns, the objective of this study is to investigate customer patronage in online shopping and the role of privacy concerns in this relationship.
Design/methodology/approach:To generalize the relationship between antecedents and outcomes of privacy concerns, a cross-disciplinary macro model was used. Data were collected through a survey method from the consumers who used credit and debit cards during online shopping.
Findings: Results show that government regulations have a significant positive relationship with privacy concerns and customer patronage. Privacy concerns are found to have a significant negative relationship with organizational ethical care while customer patronage was found to have a significant positive relationship with organizational ethical care. Customer patronage was also found to have a significant negative relationship with privacy concerns. Privacy concerns mediated the relationship between government regulations and customer patronage, whereas privacy concerns does not mediate the relationship between organizational ethical care and customer patronage.
Originality/value: The research adds to the existing literature and highlights the customer behavior toward online shopping/e-commerce in developing economies. The research gives a direction to stakeholders to counter privacy concerns and ensure safer e-commerce practices.
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The impacts of COVID-19 outbreak on human being mental health issues have given indication for the alarming situation for sustaining a healthy lifestyle. The diverse significance of the disease surrounded by religious group of people, ontologically, as well show the ways to an assortment of fitting sensible actions in the face of dispersion a virus. Current study focuses on intellectualize and treasure the association between religious beliefs and the impact of COVID-19 among the rural population of Pakistan. Three hundred and forty adults of central Punjab comprising of three districts including Sargodha, Faisalabad and Khushab (N=340) from both genders were taken by using purposive sampling technique. Religious beliefs were measured using the religious belief scale and the impact of COVID-19 was measured using the impact of event scale as impact of event scale- Revised (IES-R). Results revealed that a negative association was found between religious beliefs and impact of Covid-19 outbreak. Study also explored the relationship between religious beliefs and dimension of the impact of Covid-19 including Intrusion, avoidance and Hyper-arousal. Further study found that religious beliefs predicted the impact of Covid-19 negatively. Due to strong Muslim religious beliefs, they believe that Covid-19, a disease is brought by the Almighty God, and it is the Almighty who can remove this pandemic. Study was completed in short span of two months. In future it is suggested that there is need to more work on other departments of different territories Punjab (Pk).
Keywords: Religion, COVID-19, Intrusion, Avoidance, Hyper-Arousal
Objective: To find the moderating role of social support and creative coping, and the mediating role of cyberchondria in relationship between fear of coronavirus disease-2019 and stress in university students.
Method: The correlational study was conducted at the Lahore Garrison University, Lahore, Pakistan, between May and September 2020, and comprised students regardless of gender and age from different public and private universities across Pakistan. Data was collected online using Fear of Coronavirus Disease-2019 Scale, Cyberchondria Severity Scale, Creative Coping Strategies Scale, Social Support Survey, Perceived Stress Scale and Perception of Academic Stress Scale. Data was analysed using SPSS 22.
Results: Of the 205 subjects, 83(40.5%) were males and 122(59.5%) were females. The overall mean age was 21.22+/-1.84 years. Fear of coronavirus disease-2019 had significant positive relationship with cyberchondria, and cyberchondria had significant positive relationship with creative coping and academic stress (p
E-consumer behaviour plays a vital role in e-commerce worldwide. This paper addresses the importance of delivery time, delivery fee, and delivery reception, and the influence of delivery fee and reception on e-consumers’ behaviour by analysing the following hypotheses: delivery attributes affect e-shopping behaviour, and delivery attributes affect e-consumers’ behaviour according to their sociodemographic characteristics. Data were obtained from a web-based survey with Brazilian e-consumers, and logistic regression and artificial neural network models were estimated to assess consumer behaviour. We found that delivery fee willingness to pay and privacy are affected by delivery times according to gender. Delivery fees affect the e-consumer according to gender, the habit of purchasing books and leisure products, privacy, promotions, and pricing, and influence the e-shopping decision by age, purchase of electronic products, and promotions. Delivery reception is relevant according to age, income, gender, frequency of e-shopping, privacy, and pricing. Furthermore, delivery fees influence the e-shopping decision by age, purchase of electronic products, and promotions. Finally, delivery fee, willingness-to-pay, and privacy are characteristics influenced by reception on the e-shopping decision. Further analyses would include the dynamic aspects of e-consumer behaviour and the impacts of COVID-19 in the e-consumption patterns and its effects on e-commerce deliveries.
With an ever-increasing hunger for consumer data by firms, and despite many organizational efforts to reduce consumer privacy concerns, consumer subversion behavior towards information provision persists. Organizational privacy ethical care, an organizational behavior that goes beyond legislative action and moral codes, provides a new theory of how to overcome this issue. Across three studies, we develop and test theory which suggests an organizational ethic of care approach to privacy will have a positive impact on reducing consumer subversion behavior (i.e. increase consumers' willingness to share information and the accuracy of information they share). The correlational and causal results indicate that perceived organizational privacy ethical care is a positive driver of the amount and the accuracy of information consumers are willing to share with firms. The results also suggest partial support that this relationship is mediated through perceived information control and trust towards the organization. Thus, we provide some support for a better corporate approach to privacy, beyond previously suggested legislative and social responsibility standards, which allows for the reduction of consumer privacy concerns and subsequent subversion behaviors.
Although numerous reports predict huge growth potential for online shopping under COVID-19 pandemic, many do not know about determinants of user intention to continue using online shopping under such a pandemic. Given that how to motivate continuousness and retain consumers under a pandemic is critical to the online retailers and relevant stakeholders’ success, research on the determinants of intention to continuance using online shopping has attracted widespread attentiveness. The determinants of intention to continue using online shopping under COVID-19 pandemic, especially in India, have not yet been researched. Therefore, this study proposes a model combining the expectation-confirmation model (ECM) with task-technology fit (TTF) model and the trust factor to examine intention to continue using online shopping under COVID-19. Based on data gathered from 222 online participants during the period of social distancing due to COVID-19, the findings revealed that perceived TTF is much significant factor; satisfaction, perceived usefulness, and trust have positive impacts on consumers’ intention to continue usage of online shopping under COVID-19. Additionally, confirmation directly affects satisfaction, perceived usefulness, and indirectly affects consumers’ intention to continuance usage. The study’s findings provide online retailers and related stakeholders with significant managerial implications.
This research aimed to explore the retailscape components and identify the mediation impact of customer mood between retailscape elements and customer joy evidence from Retail Stores in Riyadh. The researcher identifies the research variables based on a critical review of previous literature. The research sample consists of 289 respondents from the population which includes customers of grocery retail stores in Riyadh. SEM by using smart PLS wad conducted as an analysis tool. The research concludes that retailscape elements can influence customer joy and customer patronage. As well as, the results indicate that mood of customer mediate the relationship between customer joy and retailscape. Finally, the researcher recommended that more future research may conduct and address more factors such as behavioral intentions and customer satisfaction.
Keywords: Retailscape, customer joy, customer mood, Retail, customer patronage
JEL Classifications: M40; M41
DOI: https://doi.org/10.32479/irmm.11184
Background
The COVID-19 pandemic and control measures may have had an impact on unpleasant emotions experimented during the lockdown (LD). This may have increased the number of hours spent online and could have impacted the quality of the enacted behavior, in terms of loss of control of Internet use. In this online survey, we were interested in measure how much loss of control was perceived regarding online gambling, online shopping, the fruition of online pornographic content and web navigation.
Design and methods
The online survey was carried out during the COVID-19 pandemic in the post-lockdown and 1232 subjects participated in the survey. In the participating sample, healthcare workers (HW) were 43.1% of the sample, of which 18.7% were directly involved in the Coronavirus emergency, and 52.3% of the sample is not a HW. Only 0.6% of the sample gambled online and 37.5% of those reported losing control of their gambling mode. Most of the sample shopped online during the LD (70.1%), but only 7.2% of those lost control by buying and/or spending more than what they had set themselves.
Results
Significant data emerged showing that those who lost control while online shopping also lost control regarding the amount of time spent online (p<0.001); 21.6% of the sample, reported making use of online pornographic material during LD, 4.7% of them stated that the frequency increased and 5.1% reported losing control by having spent more money or more time than what was intended. Finally, 44.7% of the sample have experienced loss of control during the web navigation. Furthermore, during the LD 67.8% of the sample reports having experienced unpleasant emotions. Of these, 8.4% state that they enacted behaviors such as online gambling, online shopping, online pornographic material viewing and web navigation to counter their negative emotions. Interestingly, we found a correlation between loss of control during web navigation and online shopping and the emotional states “upset”, “scared” and “restless” (p<0.05).
Conclusion
To conclude, there was no significant increase in potentially addictive behaviors, nor an increase in loss of control of these behaviors when enacted online. However, the loss of control in online shopping and web navigation was significantly correlated to the unpleasant emotional states of nervousness, fear and restlessness, whereas those who reported feeling strong and able to handle the situation experienced a lower loss of control in their web navigation. These correlations may suggest that these online behaviors may act as modulators of unpleasant emotional states.
Before the pandemic, loneliness was already a burden affecting the health and well-being of students. The COVID-19 pandemic, with mandated isolations and closures of campuses, amplifies feelings of isolation and loneliness. Previous work shows that isolated and lonely individuals experience a lack of perceived control, but educators have little understanding of the type of pedagogy that can help students deal with these emotions. Two studies demonstrate that instructors can foster perceived control in their students and provide guidance on best practices for teaching during a pandemic. Given the desire to discover the new normal for teaching during the COVID-19 pandemic crisis, this research has important implications for educational practices and instructional techniques to help students manage the loneliness, isolation, and lack of perceived control during these unprecedented times.
Voice shopping is becoming increasingly popular among consumers due to the ubiquitous presence of artificial intelligence (AI)-based voice assistants in our daily lives. This study explores how personality, trust, privacy concerns, and prior experiences affect customer experience performance perceptions and the combinations of these factors that lead to high customer experience performance. Goldberg’s Big Five Factors of personality, a contextualized theory of reasoned action (TRA-privacy), and recent literature on customer experience are used to develop and propose a conceptual research model. The model was tested using survey data from 224 US-based voice shoppers. The data were analyzed using partial least squares structural equation modelling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA). PLS-SEM revealed that trust and privacy concerns mediate the relationship between personality (agreeableness, emotional instability, and conscientiousness) and voice shoppers’ perceptions of customer experience performance. FsQCA reveals the combinations of these factors that lead to high perceptions of customer experience performance. This study contributes to voice shopping literature, which is a relatively understudied area of e-commerce research yet an increasingly popular shopping method.
The investigation of established drivers of online purchase behavior is of great relevance during the COVID-19 pandemic, as companies must anticipate consumer behavior during this global crisis to maintain a competitive edge. This study investigates online shopping motives of generation Y and Z during the COVID-19 shutdown in April 2020. We use survey data from 451 German consumers to examine the relations between normative, utilitarian and hedonic motives, and purchase intentions employing structural equation modeling. The results show that normative determinants such as media reports on the economic situation are related to consumers’ purchase intentions, whereas the normative influence of close social networks is not. Furthermore, we find that hedonic motivation is a better predictor of purchase intentions than utilitarian motives and that individuals practicing social distancing, generation Z, and women show higher levels of hedonic motivation. We provide recommendations for e-commerce companies on ways to address consumers’ purchase motives and strategically harness normative influences.
With the rise of online shopping during COVID-19 pandemic in the Philippines, it is important to understand the buying decision among Filipinos. The purpose of this study was to determine the factors affecting customer satisfaction in online shopping. A valid response of 251 Filipinos participated in the empirical study. Structural Equation Modeling (SEM) was used to validate the measurement model and to test the causal relationship in the model. The result revealed that products/services, pricing, consumer, and technological were significantly influenced the consumer buying decision which also affect customer satisfaction. Surprisingly, operational was found not significant as a predictor for buying decisions and customer satisfaction. The SEM derived from the study could be beneficial to e-commerce platforms and businesses which can contribute to a better understanding of the determinants that affect buying decision and customer satisfaction.
Although the internet plays a significant role in daily activities, particularly shopping, some individuals are reluctant to shop online due to distrust in the online environment. This research aims to investigate trust barriers to online shopping from the relevant literature and prioritize them in an intuitionistic fuzzy environment. After reviewing the relevant literature, 18 barriers were extracted and a questionnaire based on these barriers was distributed among 150 internet users to rank three criteria of Failure Mode and Effect Analysis (FMEA), namely severity, occurrence, and detection. Afterward, using the entropy method based on FMEA in an intuitionistic fuzzy environment, the priority of each barrier was assessed. The findings showed that the most important barriers to trust in online shopping are “privacy risk”, “lack of feel‐and‐touch associated with online purchases”, “psychological risk”, “social risk” and “feeling that e‐vendors are pretending to care about buyers’ welfare”. Based on the findings, marketing managers should focus on improving and promoting the infrastructure security of their online shopping sites, providing comprehensive information, and benefiting from influencers and celebrities’ endorsements in order to increase customer trust.
With the increasing penetration of the internet, online shopping has become ubiquitous with payments and deliveries made easy. Moreover, owing to COVID-19, online shopping has become even more attractive, considering the restricted circumstances. This study investigates the possible correlation of COVID-19 to consumer buying behaviors of electronic durable goods in Iraq with a specific focus on understanding consumer adaptations to the related restrictions. This study examines extant literature and secondary sales data from Samsung, the largest consumer electronic durable-goods company in Iraq, to show how the pandemic may have encouraged Iraqi consumers to embrace technology, as hinted by the surge in online purchases. Some markets have found it difficult to adapt to online shopping, despite the pandemic negatively affecting brick-and-mortar sales worldwide. However, many are adapting via innovation and investment. Overall, COVID-19 may have caused Iraqi consumers to embrace technology and adapt their lifestyles to the restricted circumstances.
The e-commerce market of Pakistan has phenomenally fostered in recent years as a result of cyberspace expansion and launching of various national and international vendors. While country’s e-commerce scenario has significantly reshaped, customers are still reluctant to adopt e-payment methods and cash on delivery (COD) prevails as the method of payments for online shopping. This study was conducted to empirically investigate major factors which influence Pakistani customers to opt for COD while shopping online. A framework was proposed based on seven constructs and the data were collected using 5-point Likert-type scale. Statistical Package for the Social Sciences (SPSS) v. 22 and Amos v. 23 were used for statistical analysis and structural equation modeling (SEM). Cronbach’s alpha values above .85 were found suggesting good internal consistency. The goodness-of-fit index and adjusted goodness-of-fit index values were observed to be 0.933 and 0.866, respectively. In SEM analysis, perceived security against online scams and perceived control over the buying process were observed to be the key role players instigating Pakistani customers to use COD. Interestingly, perceived trust and perceived satisfaction did not show significant impact. Moreover, the moderator of ease of use positively mediated the influence of perceived security on the use of COD. This study presents imperative implications for online businesses as well as government agencies. The investigation provides an insight into purchase behaviors of Pakistani e-customers and has paramount importance for e-commerce retailers and marketing startups in evolving e-commerce scenario of the country.
Despite noteworthy advances in theory and retail practice, the extant scholarship on customer privacy concerns is scattered across a wide range of academic domains and remains fragmented, in terms of both conceptual breadth and empirical results. This lack of convergence creates a pertinent need for a comprehensive synthesis to guide to further theory-building and managerial practice with respect to customer concerns about privacy.
Unlike earlier meta-analysis studies, this paper reports on a comprehensive meta-analytic review of customer privacy concerns literature, which focuses on strategic retail-relevant variables. Based on 1,103 effects in 304 papers, we offer several key insights that are pertinent to retail scholars and managers who wish to empirically capture and mitigate the impact of customer privacy concerns. We identify two substantive moderators—retail
channels and data sensitivity—that wield significant influence in attenuating or strengthening the impact of customer privacy concerns on key retail outcomes. Retail researchers should also consider the significant influences of the research setting, including region, measurement scale, participant selection, and research design. Considering these findings, we conclude the paper by offering a future research agenda that identifies key areas requiring further scrutiny.
The current corona virus disease 2019 outbreak caused by severe acute respiratory syndrome coronavirus 2 started in Wuhan, China in December 2019 and has put the world on alert. To safeguard Chinese citizens and to strengthen global health security, China has made great efforts to control the epidemic. Many in the global community have joined China to limit the epidemic. However, discrimination and prejudice driven by fear or misinformation have been flowing globally, superseding evidence and jeopardizing the anti-severe acute respiratory syndrome coronavirus 2 efforts. We analyze this phenomenon and its underlying causes and suggest practical solutions.
In October 2019, the information systems community was shocked and saddened to learn that H. Jeff Smith had passed away after battling lymphoma. While primarily known for his pioneering work on privacy, Jeff made a number of significant contributions to the field of information systems. In this invited editorial, we examine the impact of Jeff’s scholarship on the areas of data governance, consumer privacy, and project status reporting.
This paper investigates the drivers and inhibitors of Internet privacy concern. Applying the Multidimensional Development Theory to the online environment, we identify the important factors under four dimensions—i.e., environmental, individual, information management, and interaction management. We tested our model using data from an online survey of 2417 individuals in Hong Kong. The results show that the factors under all four dimensions are significant in the formation of Internet privacy concern. Specifically, familiarity with government legislation, Internet knowledge, benefit of information disclosure, privacy protection, and social presence reduce Internet privacy concern, while individuals’ previous privacy invasion experience, risk avoidance personality, and sensitivity of information requested by websites increase Internet privacy concern. We conducted an analysis of unobserved heterogeneity to confirm the significance of these factors. A follow-up moderation analysis shows that the individual factors (i.e., previous privacy invasion experience, risk avoidance personality, and Internet knowledge) moderate the effects of the information management factor (i.e., information sensitivity) and the interaction management factors (i.e., privacy protection and social presence). The findings provide an integrated understanding of the formation of Internet privacy concern.
This study examines the impact of regulation as an antecedent of online privacy concern. Previous research found that perceived effectiveness and enforcement of regulatory policies reduce online privacy concern; however, it does not explain what factors influence this relationship. Based on the survey data, the empirical analysis is conducted on a large sample of internet users in Croatia. Our methodology consists of two parts: first, we use confirmatory factor analysis to validate the latent constructs used in the main model; and then we proceed with model estimation using OLS and ordered probit techniques. This study fills the gap in the existing body of knowledge by analysing different perceptions of the existing legislation and government effort to protect online privacy in the context of sociodemographic characteristics of respondents, computer anxiety, individual desire to maintain control of personal information online, as well as intensity and diversity of online activities. Our results indicate that perceived effectiveness of government regulation reduces online privacy concern whereas computer anxiety has a major positive impact on online privacy concern. These findings might be useful for national policy-makers and for business strategies, especially in the context of the GDPR regulation introduced in 2018.
This article provides a history of private sector tracking technologies, examining how the advent of commercial surveillance centered around a logic of data capitalism. Data capitalism is a system in which the commoditization of our data enables an asymmetric redistribution of power that is weighted toward the actors who have access and the capability to make sense of information. It is enacted through capitalism and justified by the association of networked technologies with the political and social benefits of online community, drawing upon narratives that foreground the social and political benefits of networked technologies. I examine its origins in the wake of the dotcom bubble, when technology makers sought to develop a new business model to support online commerce. By leveraging user data for advertising purposes, they contributed to an information environment in which every action leaves behind traces collected by companies for commercial purposes. Through analysis of primary source materials produced by technology makers, journalists, and business analysts, I examine the emergence of data capitalism between the mid-1990s and mid-2000s and its central role in the contemporary information economy.
This paper captures the current state of privacy scholarship in marketing and related disciplines. We examine theoretical perspectives and empirical findings about data and information privacy grouped according to privacy?s role in society, the psychology of privacy, and the economics of privacy. Although a coherent subset of research themes provide deep understanding, theoretical and empirical findings show this narrow focus also has constrained our view of privacy to consumer, organizational, ethical, or legal silos. In response, we take a necessary step toward expanding the privacy domain across these borders, emphasizing the compelling synergies that span multiple interests. We conclude by highlighting future research themes that embody a multidimensional approach, which blends the many interconnected concerns that feature in contemporary privacy questions in marketing. Since internal and external stakeholders are affected in multiple and potentially unforeseen ways by data privacy issues, additional work in this space remains critical and needed.
Purpose
– More research is needed to understand the online shopping behaviors and intentions of consumers in emerging economies. The purpose of this paper is to examine the extent to which key variables from the Technology Acceptance Model (perceived usefulness (PU) and ease of use (PEOU)), and others theoretically associated with digital engagement (distrust, perceived risk (PR), perceived enjoyment (PE) and legal framework (LF)), accounted for variation in online shopping intentions in Pakistan, focussing on affiliates of a large metropolitan university.
Design/methodology/approach
– Online survey using a convenience sample of university staff, students and alumni recruited through the university’s online network. A questionnaire capturing the above constructs was tested for content validity and reliability prior to dissemination. The survey results were factor analyzed to determine the degree to which the constructs were independent, and regression was used to examine their ability to predict online purchasing intentions. User characteristics were analyzed descriptively.
Findings
– All six independent factors, PU, PEOU, PR, PE, distrust and LF, in the model were independently predictive of intention to shop online and supported the theoretical model by demonstrating the predicted direction of the relationship.
Research limitations/implications
– There are limitations in the generalizability of the findings. Most of the data being collected were only from Karachi, the biggest metropolitan city and the business hub of Pakistan.
Practical implications
– This research may help retailers in becoming e-tailers. The model would also help existing e-tailers to streamline their business according to the research findings. In addition, government may work on policies to provide a better online business environment to the people of Pakistan.
Originality/value
– A new online shopping model has been discovered for an emerging market, Pakistan. Developing countries could take advantage of this model to get real insights of their e-tailing industry.
This study examines the impact of Physical Evidence on Customer Patronage of quoted Banks in South- South Zone of Nigeria.
This study seeks to clarify the nature of control in the context of information privacy to generate insights into the effects of different privacy assurance approaches on context-specific concerns for information privacy. We theorize that such effects are exhibited through mediation by perceived control over personal information and develop arguments in support of the interaction effects involving different privacy assurance approaches (individual self-protection, industry self-regulation, and government legislation). We test the research model in the context of location-based services using data obtained from 178 individuals in Singapore. In general, the results support our core assertion that perceived control over personal information is a key factor affecting context-specific concerns for information privacy. In addition to enhancing our theoretical understanding of the link between control and privacy concerns, these findings have important implications for service providers and consumers as well as for regulatory bodies and technology developers.
This paper proposes a theoretical framework to investigate the factors that influence the privacy concerns of consumers who use the Internet, and the possible outcomes of such privacy concerns. Factors identified as antecedents to online privacy concerns are perceived vulnerability to personal data collection and misuse, perceived ability to control data collection and subsequent use, the level of Internet literacy, social awareness, and background cultural factors. The possible consequences of online privacy concerns are the lack of willingness to provide personal information online, rejection of e-commerce, or even unwillingness to use the Internet. Managerial implications of the framework are discussed.
Purpose – The purpose of this study is to seek to investigate the impact that perceived risk and trust have on online purchasing behavior, in particular the nature of purchasing associations within the expensive, complex, high risk and credence products such as gemstones.
Design/methodology/approach – An online survey of purchases of Thai gemstones was used to collect the data. Partial Least Squares was used to test the conceptual model of the study.
Findings – The results of this study suggest that the type of internet marketing strategy used by the seller (the place strategy) and the buyer's privacy and security practices influence a buyer's perceived risk to purchase gemstones online. Furthermore, the study showed that perceived risk reduces trust and perceived risk reduces online purchases.
Research limitations/implications – The implications of these results are that privacy and security concerns of online buyers must be addressed in order to reduce perceived risk and thereby increase trust which is fundamental to the amount purchased online.
Practical implications – Online marketers of highly risky products need to consider that policies that promote trust and reduce risk are important means of increasing purchases. In particular, the use of multichannels will reduce perceived risk.
Originality/value – This is a rare study which examines purchases of expensive, complex, high risk and credence products such as gemstones. It is also a study which examines the behaviour of organisational buyers. Also actual reported online purchases are investigated rather than just intent.
The study drawing on motivational language theory (MLT), examines how leaders boost innovative work behavior (IWB) through motivational languages. The study also used psychological Empowerment as a mediating variable among leader motivational language (LML) and IWB. The data was collected from 291 employees at work services sectors (airlines, hospitals, and shopping malls) in two main phases. The study collected data with six sub-phases from China's services mentioned above sectors. By taking in survey full-time airline employees working in cargo transportation, ground staff, strategic planning, and front desk. The hospital employees respond mainly to technical workers in OPD, laboratory, and nursing staff. In the end, the study gets in the survey from the employee working in shopping malls, stock handling, and sales and planning department. For innovative work behavior, this study collects data from the shift in charge, supervisors, unit head, manager, and career development department from airlines, hospitals, and shopping malls. The study analyzed the data using SMART-PLS-SEM. The findings of the study indicate that there is a positive relationship between LML and IWB. This study also confirmed that psychological Empowerment mediates the relationship. The study found that leaders' communication during training improves employee productivity. The motivational language of leaders reduces the employee's stress level, and they feel free to give feedback and share their ideas with the supervisor at the workplace. The mutual trust among subordinates and leaders brings them together, making an innovative environment to perform at the workplace. The study theoretically contributes and confirms (MLT) as the best tool to motivate subordinates. Practically this study informed the studied sectors how they implement this model to boost employees' innovative work behavior. In the end, the study also discussed limitations with future directions.
Since the turn of the century especially small, local retailers struggle with the advent of e-commerce. It is hence no surprise that the retail sector is one of the hardest-hit sectors in the current pandemic. To understand the short- and longer-term impacts of COVID-19 on retail, we conducted two surveys to understand ongoing changes in the sector. By contrasting changing consumer behavior with the actions taken by local retailers, we assess whether the current pandemic is potentially a catalyst for e-commerce in Belgium. We do this based on a newly constructed framework of e-retail accessibility, as the differences between online and physical retail require a revision of the traditional economic geographical perspective on retail performance as introduced by Christaller (1933). We conclude that the COVID-19 pandemic holds ample opportunities for an increase in the three components of e-retail accessibility, but that a lack of professionalism might prevent traditional local retailers to retain a share of the expanded online market. This could well mean the final blow for local brick and mortar shops if, as is predicted, the share of online shopping in total retail expenditure remains high after the pandemic.
Consumers disclose their private information to merchants when shopping online or responding to marketing campaigns despite their privacy concerns. Such disclosure is invaluable for business; thus, it is crucial to understand why, how, and with what outcomes consumers decide to share their information. However, extant evidence on this topic remains fragmented and inconclusive. This study aims to establish how information disclosure in e-commerce has been defined, consolidate and systematize extant evidence on it, review conceptual foundations and methodologies, and provide recommendations for further research. Therefore, we conduct a review of studies on disclosure in e-commerce and provide a synopsis of its dimensions, antecedents, and consequences. Our analysis reveals insights on how disclosure is studied and the elements that play a role in it. To help set directions for future research, we present an integrated theoretical model and a set of propositions regarding consumers’ disclosure in e-commerce.
This study highlights the role of utilitarian shopping, hedonic shopping, and online advertisement on cognitive dissonance. Impulse Buying plays a role as a mediator in this research. The objective of this research is to investigate how utilitarian shopping value, hedonic shopping value, and online advertising influence the cognitive dissonance of customers. 338 response data have been collected from consumers involved in fashion apparel; respondents are majorly from the central zone of India. Partial least square (PLS) – Structural equation modelling (SEM) is implemented using Smart PLS 3.0. The simulation result shows that utilitarian shopping value, hedonic shopping value, and online ads are found to be important in predicting cognitive dissonance and impulse buying, whereas impulse buying is impeccable in terms of predicting positive relationships with cognitive dissonance. Moreover, Impulse buying is playing a positive mediating effect in relation to constructs. Hence, this research suggests that a complex representation that may better understand consumer shopping behaviour. Conclusively, this research‘s major contribution towards authors‘ knowledge, and help the marketing expert to focus on the important parameter of consumer buying behaviour.
We present a model that links individual factors and government regulation with online privacy concerns (OPC) and examines consumer responses to privacy threats in Croatia, the newest European Union (EU) member state, where privacy is still an under-explored issue. The proposed hypotheses are tested using structural equation modelling (SEM). The sample includes 1990 Internet users. The results show that respondents would like to have more control over their personal information and that government online regulation is perceived as weak and increases OPC, while previous experience and demographics are less important or even insignificant. This study empirically confirms that OPC is positively related to personal information fabrication and negatively affects willingness to share information. In addition, the results show that there is no direct relationship between OPC and online purchases. OPC does, however, affect attitudes towards online shopping, which drive online purchases.
As the mobile application market rapidly expands, the mobile shopping market is also expected to follow suit. Further, a new form of online-to-offline (O2O) services available in mobile shopping applications, which helps users instantly search for what they want online, try them in the offline stores nearby, and pay online, is becoming increasingly popular. Thus, our study investigates the effects of O2O-based mobile shopping application (MSA)’s information and service quality on the user’s perceived privacy protection, satisfaction, and loyalty. In this study, we collected 1063 questionnaire responses, out of which 969 were used to estimate the structural paths using PLS-SEM (partial least-square structural equation model) for the hypothesis test. Our empirical findings are drawn from Chinese respondents who use Chinese leading MSAs, such as Baidu, Alibaba, and Tencent. We confirm that qualified information and services of O2O MSAs positively affect both perceived privacy protection and customer satisfaction, which finally lead to customer loyalty through the lens of the information systems success model. Further, we present effective practical implications for business strategy and application characteristics suitable for users in the O2O-based mobile shopping industry.
Omnichannel retailing is a new retail norm that focuses on providing a seamless interaction between retailers and consumers. Although the effect of omnichannel retailing on business is increasingly recognised, privacy concerns remain a subject of debate and a delicate issue which could potentially inhibit its growth. Grounded in the Stimulus–Organism–Response (S–O–R) model, the current study investigates consumer behaviour in omnichannel retailing and uses Psychological Reactance Theory (PRT) as the theoretical basis to examine the moderating effect of privacy concerns. A quantitative approach was adopted by means of self-administered questionnaires. 736 consumers were sampled, and the data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings show that consumer perception of channel integration (CPCI), consumer empowerment (CE), and trust significantly affect patronage intention in omnichannel retailing. In addition, when privacy concerns are low, the effects of CPCI and CE on trust are found to be stronger. It underscores the need to synergize channel integration, retailer-consumer relationship empowerment and effective mitigation of privacy concerns in the omnichannel retailing context. Implications of the study are provided.
COVID-19 pandemic has emerged as a disaster for the human beings. All the Governments across the globe have been preparing to deal with this medical emergency, which is known to be associated with mortality in about 5% of the sufferers. Gradually, it is seen that, many patients with COVID-19 infection have mild symptoms or are asymptomatic. Due to the risk of infecting others, persons with COVID-19 infection are kept in isolation wards. Because of the isolation, the fear of death, and associated stigma, many patients with COVID-19 infection go through mental distress. In this report, we discuss the experience of 3 persons diagnosed with COVId-19 infection and admitted to the COVID ward.
Safeguarding consumer privacy is a key challenge for the growth of e-commerce. The dramatic technological changes advanced by online platforms, big data, artificial intelligence, virtual reality, virtual assistants, and blockchain technology are transforming the way we shop online. This paradigm shift in e-commerce has only intensified the perplexities of privacy issues. Corresponding to the growing concerns of privacy in practice, research in this area has surged during the last two decades. The aim of this paper is to review the current state of consumer privacy research in business to consumer e-commerce and thereby understand what has been studied, what is omitted, and what potential research areas have emerged in the course of transformational technological changes. We conducted a systematic review of behavioral studies published on analyzing privacy concerns at the individual level during the last 20 years. We methodically analyzed the selected literature using the thematic analysis technique. The results revealed eight main themes. We present a taxonomy of consumer privacy concerns and a research agenda that could lead to a more cohesive and comprehensive understanding of privacy dynamics in e-commerce.
Potential for the use of mobile wallet is enormous and it is drawing attention as an alternative mode of payment worldwide. The present research aims to provide important insights into the TAM (Technology Acceptance Model) and UTAUT2 (Unified Theory of Acceptance and Use of Technology) models. This study develops a conceptual model to determine the most significant factors influencing user's intention, perceived satisfaction and recommendation to use mobile wallet. The research model included 206 responses from an online and manual survey in India. Our study tested the moderating effect of innovativeness, stress to use and social influence on user's perceived satisfaction and recommendation to use mobile wallet services. We found that ease of use, usefulness, perceived risk, attitude, to have significant effect on user's intention, which further influenced user's perceived satisfaction and recommendation to use mobile wallet services. We also determined the significant moderating effect of stress to use and social influence on user's perceived satisfaction and recommendation to mobile wallet services. This study provides an integrated framework for academicians to measure the moderating effect of psychological, social and risk factors on technology acceptance. It can also help practitioners by identifying important factors affecting user's decision, which further affects user's perceived satisfaction and recommendation to use mobile wallet services.
We conceptualize that psychosocial safety climate (PSC) has a positive effect on employees' safety behavior by reducing their psychological distress. A high-level PSC environment reduces psychological distress by eliminating the employees' need for devoting psychological resources toward safety concerns. This preserves psychological resources to be invested in important behaviors i.e., safety compliance and participation. Data were collected from 190 production workers in the oil and gas industry across three states of Malaysia. Results showed strong support for our hypotheses. PSC was negatively linked with psychological distress. Psychological distress predicted safety compliance and participation and mediated the relationship between PSC and safety compliance/participation. Results suggest that in order to improve safety compliance and participation, management in safety-sensitive industries should pay attention to psychosocial factors in the work environment. The implications of these results for safety interventions and further research are discussed.
Purpose
The purpose of this paper is to examine the impact of performance appraisal satisfaction (PAS) on work engagement (WE) and the impact of WE on turnover intention. Furthermore, this paper investigates the mediating effect of WE between PAS and turnover intention.
Design/methodology/approach
The sample consisted of employees of 12 oil and gas organisations operating in Malaysia. The data collection process consists of two surveys using a three-month time lag approach. A total of 295 samples were used for the final data analysis. Partial least squares structural equation modelling was performed to test the research hypotheses.
Findings
The results indicate a strong causal relation between PAS, WE and turnover intentions. In brief, PAS was found to be a predictor of WE, and WE has a negative impact on employees’ turnover intention. Furthermore, WE proved to be a mediator between PAS and turnover intentions.
Practical implications
The findings of this study can be used as a basis to consider PAS to increase employees’ level of WE and to decrease voluntary turnover. Overall, the findings provide pragmatic insights for human resource management practitioners and relevant stakeholders.
Originality/value
To date, little is known about the interrelationship between PAS, WE and turnover intention. Importantly, the mediating role of WE between PAS and turnover intention has remained unexplored. This study fills this gap in the existing literature.
Purpose
This paper aims to examine the relationship between six factors of consumers’ perceived risk and consumers’ online purchase intentions. In particular, this study will examine the relationship between financial risk, product risk, security risk, time risk, social risk and psychological risk and online purchase intention.
Design/methodology/approach
Survey method was used for the purpose of data collection, and quantitative analysis was used to test the hypotheses. A total of 350 respondents participated on an online survey, and data were quantitatively analyzed via IBM SPSS Statistics 24.
Findings
The findings from this study suggest consumers’ perceived risks when they intend to purchase online. Five factors of perceived risk have a significant negative influence on consumer online purchase intention, while social risk was found to be insignificant. Among these factors, security risk is the main contributor for consumers to deter from purchasing online.
Practical implications
This study provides useful information to online retailers in electronic commerce (e-commerce) activities. Previous studies show that many online retailers are still facing some risks in online business, and this will affect the transaction and performance of the retailers. It is hoped that the findings can help online retailers to formulate strategies to reduce risks in the online shopping environment, especially security risks for better e-commerce.
Originality/value
The development of online shopping has led to some challenges to consumers, which comprise security of payment, data protection, the validity and enforceability of e-contract, insufficient information disclosure, product quality and enforcement of rights. This issue emerged because many online retailers do not understand the main factors that will contribute to consumers’ perceived risk. Consumers’ perceived risks will influence consumer attitudes toward online shopping and purchase behaviors. Studies on consumers’ perceived risks toward online purchase intentions are still inconclusive. Thus, this paper fills the gap in the research area.
Mobile wallet has become the predominant form of electronic commerce in many countries, and India is no exception. It is imperative to understand the behavior of users of mobile wallets as it can help service providers to attract new users and retain their existing ones. For predicting intentions to use from a mental cost perspective, this empirical study focuses on evaluating different competing models using relevant, vital constructs rooted in theories of Diffusion of Innovation, Planned Behavior, and Technology Acceptance Model and Trust. Results point to the supremacy of the Perceived Behavioral Control construct over other constructs in predicting the intentions, to use mobile wallets. Among the competing models, the best predictive model explained 50.81% of the changes in intentions to use.
The increasing difficulty in managing one's online personal data leads to individuals feeling a loss of control. Additionally, repeated consumer data breaches have given people a sense of futility, ultimately making them weary of having to think about online privacy. This phenomenon is called “privacy fatigue.” Although privacy fatigue is prevalent and has been discussed by scholars, there is little empirical research on the phenomenon. This study aimed not only to conceptualize privacy fatigue but also to examine its role in online privacy behavior. Based on literature on burnout, we developed measurement items for privacy fatigue, which has two key dimensions —emotional exhaustion and cynicism. Data analyzed from a survey of 324 Internet users showed that privacy fatigue has a stronger impact on privacy behavior than privacy concerns do, although the latter is widely regarded as the dominant factor in explaining online privacy behavior.
Research and business practice have already established the central role of trust in business, particularly in online interactions. Many online business exchanges require the disclosure of sensitive personal information on a regular basis. Simultaneously, customers are reluctant to disclose private information online due to concerns about privacy. Thus, trust plays a critical role in such disclosures. However, a number of factors could influence the extent of customers' trust and their willingness to disclose their private information. In this study, we explore the critical roles of two sets of factors: the sensitivity of the context within which the private information is disclosed and the customer's personality. Our theory building is based on the contextualization of the theory of reasoned action (TRA-Privacy) and its synthesis with Prospect theory. Our theory argues that context sensitivity as a moderator and individuals' salient attributes in terms of personality types and privacy concern are critical factors impacting trust and the willingness to disclose personal information. Our results indicate that context moderates the parameters and path structure of the trust model and that the influence of personality on privacy concern and trust depends on the nature of the context. Applying these "who" and "where" aspects of theory building, the study opens a new avenue of context-related research that can further increase the specificity and richness of trust and privacy research. The study also provides a new perspective in trust scholarship, therein requiring the examination of three inter-related components: trustee, trustor and the context of trust.
Abstract Questions regarding personal privacy are becoming increasingly relevant, and the discussion continuously arises regarding what digital tracks we leave. Intrusive use and manipulation of personal information not only affect people's behaviour, but also they could have important implications for political and civic society. Previous research has relied on convenience samples and has often focused on one or only a few areas of use. The presented study, based on a probability sample, gives an overall picture of how privacy concerns are perceived in different online contexts and how socio-demography, internet experience, trust, and political orientation contribute to the understanding of privacy concerns in different settings. The results clearly point to privacy concerns as being very diverse and dependent on the applications in question. All dimensions that are used to explain privacy concerns are partly supported in the study. But their explanatory powers differ and not all areas of concern are affected by the same explanatory factors. Trust in other people is the single most important factor explaining privacy concerns when using digital media and applications. The more people trust others, the less concern they have for misuse of personal information.
Consumer surveys indicate that concerns about privacy are a principal factor discouraging consumers from shopping online. The key public policy issue regarding privacy is whether the US should follow its current self-regulation course (where the FTC encourages websites to obtain private “privacy web-seals”), or whether a European style formal legal regulation approach should be adopted in the US.
We conclude that the use of assurance seals has worked reasonably well and websites should be free to decide whether they have a privacy seal or not. Given the narrow scope and the wide variety among these seals, we do argue that the seals should commit themselves to the key features of a good privacy policy and that an opt-in provision be required. We believe that insufficient evidence exists to propose formal Government mandated Internet privacy regulation.
Consumers are becoming increasingly concerned about the privacy of their personal information and information about their purchase behaviors. The current study examines the extent to which consumers are concerned with how their personal information is collected and used, their awareness and knowledge of data collection practices using discount (loyalty) cards, the relationship between demographics and privacy concerns, and the relationship between privacy concerns and purchase behaviors. Results from a telephone survey of 480 consumers suggest that even though consumers are concerned about how personal information is collected and used, very few consumers are aware of how discount (loyalty) cards are used to collect personal level purchase data. Results also suggest that concerns about the use of personal information vary by demographic market segments, and that privacy concerns are significantly related to consumers’ purchasing behaviors on the Internet.
The 1990s have seen a resurgence of interest in information privacy. Public opinion surveys show that many citizens are becoming greatly concerned about threats to their information privacy, with levels of such concern reaching all-time highs. Perhaps as a response to the growing concerns of citizens, the media are devoting more attention to privacy issues, and governmental regulation of the corporate privacy environment is increasing in many countries. Almost all developed countries have grappled with the trade-offs between open access to information—which enables economic efficiency—and an individual's right to privacy. Consistent with these trade-offs, many recent incidents suggest that regulatory approaches to information privacy, corporate management of personal data, and consumer reactions are becoming tightly interwoven around the world. To provide some insights into these relationships, we develop a conceptual model and test it with a cross-cultural sample from 19 different countries.
In general, we find that a country's regulatory approach to the corporate management of information privacy is affected by its cultural values and by individuals' information privacy concerns. In addition, as governments become more involved in the corporate management of information privacy, internal management of such issues seems to tighten. This result supports previous observations that most firms take a primarily reactive approach to managing privacy by waiting for an external threat before crafting cohesive policies that confront their information practices. Moreover, when corporations are not perceived to adequately manage information privacy issues, and/or when privacy concerns rise, individuals are more inclined to prefer government intervention and be distrustful of firm self-regulation. As such, citizens may look to lawmakers to enact stricter regulation to reduce their privacy concerns. These findings and several international trends suggest that the self-regulatory model of privacy governance may not be sustainable over the long term.
Findings from this research constitute an important contribution to the emerging theoretical base of information privacy research and should be particularly enlightening to those managing information privacy issues. Several directions for future research are also discussed.
Understanding communication processes is the goal of most communication researchers. Rarely are we satisfied merely ascertaining whether messages have an effect on some outcome of focus in a specific context. Instead, we seek to understand how such effects come to be. What kinds of causal sequences does exposure to a message initiate? What are the causal pathways through which a message exerts its effect? And what role does communication play in the transmission of the effects of other variables over time and space? Numerous communication models attempt to describe the mechanism through which messages or other communication-related variables transmit their effects or intervene between two other variables in a causal model. The communication literature is replete with tests of such models. Over the years, methods used to test such process models have grown in sophistication. An example includes the rise of structural equation modeling (SEM), which allows investigators to examine how well a process model that links some focal variable X to some outcome Y through one or more intervening pathways fits the observed data. Yet frequently, the analytical choices communication researchers make when testing intervening variables models are out of step with advances made in the statistical methods literature. My goal here is to update the field on some of these new advances. While at it, I challenge some conventional wisdom and nudge the field toward a more modern way of thinking about the analysis of intervening variable effects.