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International Journal of Information Management The mediating effects of habit on continuance intention A R T I C L E I N F O
Abstract
How do the behavioral-cognitive-emotional constructs of attitude, satisfaction, and habit drive consumer con-tinuance intention of incumbent mobile technologies? From a survey of 528 consumers, we ran two structural equation models: model #1 is a base model of direct effects of attitudes and satisfaction on continuance intention ; model #2 adds habit as a mediator variable. We show that consumer attitudes are stronger predictors of continuance intention, without mediation effects from habit. Consumer satisfaction only weakly predicts con-tinuance intention and is mediated by habit. While satisfaction is correlated with consumer attitude, and satisfaction is correlated with habit, consumer attitudes seem unrelated to any habits. Attitude seems to be the strongest determinant of continuance intention; second, in the absence of compelling rational data, or given beliefs that competitors are largely undifferentiated, consumers might continue using the same product. Such complex interactions between variables may not be adequately captured in a straightforward variance model, however this study extends research in habit and continuance intention and provides for future research exploring the importance of habit over satisfaction and predominance of consumer attitudes in predicting con-tinuance intention.
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Kim & Kankanhalli introduced status quo bias perspective (SQBP) to help understand information systems (hereinafter IS) users' resistance behaviour. Since then, scholars have widely referred to the theoretical perspective to understand user resistance to and adoption of new IS and information and communication technologies (hereinafter ICT). However, our analysis found that while adopting SQBP, researchers focused primarily on rational cost-and-benefit analysis, rather than on the fundamental tenet of SQBP that highlights ‘bias’ in users' decision-making on account of their cognitive limitations that lead to bounded rationality. In addition, some of the key constructs used in SQBP were not properly interpreted or were oversimplified in their operationalization. This research note aims to provide guidance for utilizing and analysing SQBP and its constructs for future IS user resistance/adoption research. Because SQBP provides unique insights into ‘bias’ in human decision-making in its presentation of bounded rationality, accurate interpretation of its concepts and their investigation can help better understand the different sources of user resistance derived from the status quo bias during new IS and ICT implementation.
Facebook is rapidly gaining recognition as a powerful research tool for the social sciences. It constitutes a large and diverse pool of participants, who can be selectively recruited for both online and offline studies. Additionally, it facilitates data collection by storing detailed records of its users' demographic profiles, social interactions, and behaviors. With participants' consent, these data can be recorded retrospectively in a convenient, accurate, and inexpensive way. Based on our experience in designing, implementing, and maintaining multiple Facebook-based psychological studies that attracted over 10 million participants, we demonstrate how to recruit participants using Facebook, incentivize them effectively, and maximize their engagement. We also outline the most important opportunities and challenges associated with using Facebook for research, provide several practical guidelines on how to successfully implement studies on Facebook, and finally, discuss ethical considerations. (PsycINFO Database Record
In this chapter, the authors study factors such as ease of use and personal innovativeness in order to
understand the consumer adoption of mobile technologies in the Philippines in order to build on existing
adoption theories for academics and make recommendations to practitioners. The research questions
include: (1) What key factors drive adoption of mobile technologies by Filipino consumers? (2) How
are Filipino mobile consumers personally innovative in their use of mobile technologies? The authors
surveyed 725 mobile Filipino consumers. The resulting linear regression model shows a significant
amount of variance explained for behavioral intention to use mobile applications. Personal innovation
had a strong statistical impact on both attitude toward using and behavioral intention to use.
This article is motivated by the desire to integrate and expand two literature streams, one that models effects of prior information technology (IT) use and habit strength on continued IT use and another that studies how to apply such models to IT that are used in a characteristically sporadic manner. We find that joint predictions of continuance intention, prior IT use, and habit strength within our research model are superior to subsets of the model across the extended range of usage frequency we studied. However, subsets of the model can also provide reasonable predictions where all measures are not available.
Information technology use is typically assumed to have positive effects for users, yet information technology use may also lead to negative consequences with various degrees of gravity. In the current work, we build on dual-systems theories to investigate negative consequences associated with mobile phones use (MPU), defined as the extent to which the use of mobile phones is perceived to create problems in managing one's personal and social life. According to dual-system theories, human behaviour is guided by two systems: reflexive (automatic) and reflective (control), which most of the time work in harmony. But when the two systems come into conflict, they will both complete to exert their influences over behaviour. Thus, we view the negative consequences associated with MPU as an outcome of the tug-of-war between the two systems influencing our day-to-day behaviours, where reflexive system is represented in our study by MPU habits and reflective system is represented by self-regulation. We hypothesise that the influence of habit and self-regulation on these negative consequences will be mediated through MPU. A partial least square analysis of 266 responses was used to validate and test our model. The study results generally support our model. The theoretical and practical implications of our study are discussed.
Information system designers must consider the influence of users’ intrinsic motivations, in addition to commonly studied extrinsic motivations, to ensure that users will want to continue using the system. In an attempt to acknowledge this need, several studies have extended models of extrinsic motivation to include intrinsic variables. However, these studies largely downplay the role of users’ intrinsic motivations in predicting system use and how this role differs from the role of extrinsic motivation. The role of met or unmet expectations, as a result of system use, is often left out of extant models, and their function as co-creators in user evaluations has not been sufficiently explained. This area remains understudied even though expectations are a firmly established consequence of motivations and an antecedent of interaction evaluations. This paper addresses these gaps by developing and testing a comprehensive model—the Multi-motive Information Systems Continuance Model (MISC)—that (a) explains more accurately and thoroughly the roles of intrinsic and extrinsic motivations, (b) explains how the fulfillment of intrinsic and extrinsic motivations affects system use outcome variables differently through met expectations, and (c) accounts for the effects of key design constructs.
This research looks at the adoption of Internet and mobile applications in the United States and Japan. It is the intent ofthis meta-exploratory study to examine factors of success with Japan’s mobile industry over the past decade. Takeshi Natsuno defined the ecosystem as a collection of roles in a collaborative balance. It is here that we began to search for the factors that have had an impact on the success of the mobile industry in Japan over the past two decades. It is the intent of this study to identify and discuss those factors to validate the ecosystem research model and to recommend its use for future research. We found the ecosystem model to be very robust as a model to discuss, categorize, and explain the mobile industry in Japan, leading us to a robust and explanatory push-pull investment model. It is intended that this model will be used for future research. We concluded in this research that risk-taking was the predominant factor influencing the success of the mobile ecosystem in Japan. We found in Japan a clear investment earlier in the process, as the first step in most cases, where mobile carriers, such as NTT DoCoMo, would partner with university labs to develop mobile applications, such as i-Mode and e-payment systems, and then mobile consumers would have new applications and functionality to adopt. The model is very powerful and can be considered for adoption in other countries and maybe for other ecosystems.
This research looks at the adoption of Internet and mobile applications comparing the factors that influence
loyalty and satisfaction. It is the intent of this exploratory study to examine factors of adoption that are common in both Japan and the United States. After a comprehensive review of the literature, we derived a research model for and tested related hypotheses with data collected from consumers in both Japan and the United States. The authors used online shopping as the common application between Internet and mobile technologies.
They found that the original technology acceptance model factors to be less important in explaining the
overall variance of satisfaction, especially with mobile applications, than expected. This research takes an
important first step in understanding the adoption of online shopping by differentiating mobile and Internet
factors. Inertia was found to be critical in explaining satisfaction only with mobile applications. This factor
is important for online retailers who count on repeat sales as a major part of their revenue. Loyalty is key to
online retailers identifying the factors that will enhance the satisfaction of the online consumer. This study
provides managers with a framework for online shopping which areas they need to focus upon when launching new online products, such as shaping and/or changing their consumers’ attitude toward using the Internet, making their Website easier to use, and enhancing the perceived usefulness of the technologies that allow consumers to access their products online.
Global mobile technology use has grown exponentially. A survey of Philippine consumers in particular showed that more than 83% cannot live without their mobile phone. We study factors such as ease of use and personal innovativeness in order to understand the consumer adoption of mobile technologies in the Philippines, in order to build on existing adoption theories for academics and make recommendations to practitioners based on our findings. The research questions that we attempted to address include: (1) what key factors drive adoption of mobile technologies by Filipino consumers? (2) Are Filipino mobile consumers more personally innovative in their use of mobile technologies? We surveyed 725 mobile Filipino consumers, and resulting linear regression models show a significant amount of variance explained for behavioral intention and attitude toward using. In both models personal innovation had statistical impact on both attitude toward using and behavioral intention to use. Innovativeness did load on both attitude and behavioral intention for mobile applications as originally hypothesized, but was strongly loaded for attitude toward using.
One of the most welcome recent developments in Information Systems scholarship has been the growing interest in individuals’ continuing use of information technology well after initial adoption, known in the literature as IT usage, IT continuance, and post-adoptive IT usage. In this essay, we explore the theoretical underpinnings of IS research on continuing IT use. Although the IS literature on continuing IT use emphasizes the role of habitual behavior that does not require conscious behavioral intention, it does so in a way that largely remains faithful to the theoretical tradition of planned behavior and reasoned action. However, a close reading of reference literatures on automatic behavior
(behavior that is not consciously controlled) and the influences of emotion on behavior suggests that planned behavior and reasoned action may not provide the best theoretical
foundation for the study of continuing IT use. As a result, we call for empirical research that directly compares and contrasts the consensus theory of continuing IT use with rival
theories that place much greater emphasis on unplanned and unreasoned action.
Past behavior guides future responses through 2 processes. Well-practiced behaviors in constant contexts recur because the processing that initiates and controls their performance becomes automatic. Frequency of past behavior then reflects habit strength and has a direct effect on future performance. Alternately, when behaviors are not well learned or when they are performed in unstable or difficult contexts, conscious decision making is likely to be necessary to initiate and carry out the behavior. Under these conditions, past behavior (along with attitudes and subjective norms) may contribute to intentions, and behavior is guided by intentions. These relations between past behavior and future behavior are substantiated in a meta-analytic synthesis of prior research on behavior prediction and in a primary research investigation.
Purpose
– The purpose of this study is to investigate the antecedents and consequences of consumer satisfaction with the use of self‐service technology (SST) in a retail setting.
Design/methodology/approach
– In cooperation with a survey firm, a total of 424 respondents were collected from among consumers who had experience of using multimedia kiosks at convenience stores in Taiwan. The conceptual model was tested by using structural equation modeling.
Findings
– The results show that perceived usefulness and perceived enjoyment both, initially, influence perceived control and convenience and then affect consumer satisfaction, which in turn has an impact on consumer continued behavior intention. In addition, perceived enjoyment is found to enhance consumer satisfaction, but perceived usefulness is not.
Originality/value
– This paper proposes a conceptual model to synthesize the essence of the ECM‐IT model and two important incentives in self‐service (i.e. perceived control and convenience) in order to provide a theoretical explanation for consumer satisfaction in the self‐service context. This not only extends the ECM‐IT model, but also remedies previous self‐service literature that lacked the theoretical background in investigations of consumer satisfaction.
Habit is often treated as a construct of marginal interest in the literature on attitude–behaviour relations. We argue that this is undeserved, particularly given the current interest in principles of automaticity in social psychology. Basic features of habits, such as goal-directed automaticity, their dependency on situational constancy, and functionality, as well as the measurement of habit strength, are discussed. Research is reviewed that contrasted habit with deliberate action, as approached from the theory of planned behaviour, spontaneous vs. deliberate attitude–behaviour processes, implementation intention theory, and decision-making models. Habits thus appear as boundary conditions of the validity of models of planned behaviour and rational decision-making. A habit seems to be accompanied by an enduring cognitive orientation, which we refer to as “habitual mind-set”, that makes an individual less attentive to new information and courses of action, and thus contributes to the maintenance of habitual behaviour. Focusing on habitual mind-sets and automatic cue-response links, rather than on statistical associations between past and future behaviour, makes habit an interesting construct for future research.
Here is the reference for this chapter.
MacKinnon, D. P., Cheong, J., Pirlott, A. G. (2012) In Cooper, H., Camic, P. M., Long, D. L., Panter, A. T., Rindskopf, D., Sher, K. J. (Eds.) (2012). APA handbook of research methods in psychology, Vol 2: Research designs: Quantitative, qualitative, neuropsychological, and biological., (pp. 313-331). Washington, DC, US: American Psychological Association.
Theories of exploratory behavior suggest that inertia and variety-seeking tendencies may coexist within the individual, implying that the same individual may exhibit inertia and variety-seeking at different times depending on his/her choice history. Past research has not allowed for such -consumer variability in these tendencies. The purpose of this study is to present a choice model that allows us to identify such “hybrid” behavior (i.e., a mixture of inertia and variety-seeking), and to distinguish hybrid behavior from simpler types of behavior such as pure inertia, pure variety-seeking and zero-order behavior. The model is estimated at the household level using panel data for three product classes, covering a total of 1069 households. The empirical analysis shows that more than half the households analyzed exhibited hybrid behavior rather than simpler types of behavior.
For the purpose of comparative analysis, this study adopted the point of view of the consumer to verify consumer experience in terms of a satisfaction scale that was based on the concept of consumer experience when commissioning contractors to work on, or designers to design, residential refurbishment. The results indicated that the overall fitness indicator for the satisfaction scale of consumer experience on various types of residential refurbishment, as well as reliability and validity indicators for various aspects of residential refurbishment, were within the acceptable range. This means that the consumer experience satisfaction scale for residential refurbishment, as measured in this study, proved to be both reliable and accurate.
Keywords: Residential Refurbishment, Experience, Satisfaction Scale, Contractor, Designer
This article aims at assessing the progress of mobile payment research over the last 8 years. A previous literature review (Dahlberg et al. 2008b), covering articles published between 1999 and 2006, showed that the majority of research had only focused on a few topics. In order to address this issue, a research agenda was formulated to encourage researchers to explore new topics. Almost a decade later, our review reveals that researchers have continued to focus on the same topics (especially consumer adoption and technology aspects) with a limited accumulation of new knowledge and similar findings. In addition to reviewing the literature, we discuss the possible reasons for the lack of research diversity and propose new recommendations to enhance future mobile payment research.
The introduction of mobile payments is one of many innovations that are changing the payment market. This change involves new payment service providers entering this lucrative market, and meanwhile, the existing stakeholders are trying to defend their oligopolistic positions. The mobile payment market cooperation (MPMC) framework in this article shows how the digitalization of payments, as a technology innovation, affects the competition and collaboration among traditional and new stakeholders in the payment ecosystem at three levels of analysis. We do this by integrating theories of market cooperation with the literatures on business and technology ecosystems. The MPMC framework depicts technology-based market cooperation strategies in the context of recent battles in the mobile payments ecosystem. In these battles, the competitors can use technology either in defensive build-and-defend strategies to protect market position, or in offensive battering-ram strategies for ecosystem entry or position improvement. Successful strategies can lead to: (1) Ricardian rents, based on operational efficiency advantages traceable to the firm’s position relative to suppliers and monopoly power; and (2) Bainian rents, resulting from the extent the firm is able to resist price competition in the market. We validate the framework that we propose through three case studies of technology-based market cooperation in the mobile payments ecosystem.
Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching costs mitigate the association between satisfaction and repurchase intentions/behavior whereas financial switching costs enhance it.
This study proposes a dual-factor model to study the factors driving consumer loyalty to IT products. This model was developed on the basis of expectation–confirmation model (ECM) and status quo bias (SQB) theory from both dedication–constraint perspective and cognition–affect perspective. Smartphones were chosen as the study context. A survey study was conducted to examine the proposed model and hypotheses. Our findings provide strong support for the proposed model. The dedication factors of satisfaction and relative advantage of incumbent, as well as the constraint factors of inertia and switching cost significantly influence consumers’ intentions to rebuy and continue to use IT products. The constraint factor inertia influences the dedication factor satisfaction. This study demonstrates the cognition–affect–behavior loyalty phases by considering both dedication and constraint factors. The proposed model helps IT vendors devise proper strategies to build customer loyalty.
The success of online shopping depends on customers’ repeat purchasing. This study proposed a theoretical model by integrating the literature of expectation–confirmation model and online shopping to test the factors affecting repeat purchase intention in online group-buying. Data collected from 246 respondents were used to test the proposed model. The results show that trust and satisfaction are the strong predictors of repeat purchase intention. The results also reveal that satisfaction has significant influence on trust, whereas perceived value, confirmation, and website quality are the significant antecedents of satisfaction. Our results report that website quality has positive influence on perceived value. Finally, perceived value exerts stronger effect on repeat purchase intention for high-habit customers, whereas trust and satisfaction have higher influence on repeat purchase intention for low-habit customers. Implications and limitations are discussed.
With the rapid diffusion of a wide variety of smartphones, quality issues have become central to consumers. While customer satisfaction of most goods and services has been well researched, little research seems to exist on satisfaction and loyalty with respect to advanced mobile services, such as smartphones. This study applied a customer satisfaction index (CSI) model to the smart mobile sector in order to derive a smart-service CSI (SCSI). The SCSI model and its hypotheses were then tested using partial least square analysis and index calculation. The findings showed that the perceived value and customer satisfaction are key variables mediating the relationship between quality and customer loyalty. The proposed model demonstrated strong explanatory power, with satisfactory reliability and validity. The SCSI model establishes a foundation for future smart service categories on the basis of providing a powerful tool for quality assessment. The results of this study provide useful insights for the telecom industry and policymakers, for the forging of effective policies and competitive strategies.
A literature review identifies several classifications of customer loyalty; the most common are attitudinal and behavioral loyalties. Traditional studies, however, have not yet examined customer loyalty within a framework of these classifications. To address this deficit, this study uses linear structural modeling to explore the differences between attitudinal and behavioral loyalty models; 295 department store shoppers were used as subjects to determine how the influences of corporate image, switching costs and customer satisfaction found in an attitudinal loyalty model differ from those of a behavioral loyalty model. The results demonstrate that while these two competing models have goodness of fit, when comparing models with non-nested structures, behavioral loyalty exhibits better performance. In addition, no significant difference is observed between the influence of corporate image and that of customer satisfaction in attitudinal or behavioral loyalty model. Conversely, switching cost is shown to have a stronger influence on behavioral loyalty than it does on attitudinal loyalty.
According to the literature, the two key factors that govern consumers' adoption of innovative products are perceived product attributes and consumer traits. An IT product, iPad, is considered in a case study of how consumer innovativeness and new product attributes affect consumers' intentions to adopt. The investigation also discusses the effect of consumer innovativeness on the relationship between new product attributes and adoption intentions. Consumer innovativeness and perceived new product attributes are found to influence the adoption of new products, and consumer innovativeness is found moderately to affect the relationships between perceived new production attributes and consumers' adoption intentions.
Using the theoretical underpinnings of relationship marketing, this study examined the relationships among various constructs relating to the management of a firm's customers. In particular, the study investigated the multidimensional constructs of commitment and loyalty and the effect of a loyalty program on these dimensions. The study explored the relative impacts of affective and continuance commitment on these two dimensions of loyalty in a business-to-business context for a pharmaceutical distribution company.Reseasrchers have argued that affective commitment, being predicated on free choice and emotional attachment, should result in more enduring relationships compared to continuance commitment, which is based on economic benefits and the lack of viable alternatives that raise the exit barriers. The value of continuance commitment remains unclear as it is argued that continuance commitment can both enhance, as well as undermine, marketing relationships. Researchers have also argued that loyalty programs are likely to be more successful if they include, in their design, a greater emphasis on building emotional ties than promoting economic benefits. A self-administered survey was employed among 151 customers of a pharmaceutical distribution company and the results analyzed using structural equation modeling (SEM) with Partial Least Square (PLS-Graph 3.0 Build 1130) for inferential analysis and SPSS version 16.0 for descriptive analyses. The results supported the theorized view that affective commitment has a greater impact on loyalty than does calculative commitment. The results, however, did not support the theorized positions of a significant impact of calculative commitment on loyalty, and there was also no empirical evidence that a loyalty program impacts commitment or customer lifetime value. The managerial and research implications of the study are also presented.
User resistance to information systems implementation has been identified as a salient reason for the failure of new systems and hence needs to be understood and managed. While previous research has explored the reasons for user resistance, there are gaps in our understanding of how users evaluate change related to a new information system and decide to resist it. In particular, missing in the explanation of user decision making is the concept of status quo bias, that is, that user resistance can be due to the bias or preference to stay with the current situation. Motivated thus, this study develops a model to explain user resistance prior to a new IS implementation by integrating the technology acceptance and resistance literatures with the status quo bias perspective. The results of testing the model in the context of a new enterprise system implementation indicate the central role of switching costs in increasing user resistance. Further, switching costs also mediate the relationship between other antecedents (colleague opinion and self-efficacy for change) and user resistance. Additionally, perceived value and organizational support for change are found to reduce user resistance. This research advances the theoretical understanding of user acceptance and resistance prior to a new IS implementation and offers organizations suggestions for managing such resistance.
A general technology switching model (TSM) is proposed to explain why IT users switch from an incumbent technology to a disruptive one. Seven research hypotheses derived from this model are validated using a field survey of feature phone users in Korea. The results indicate that users’ switching intention is determined by their expectations regarding the disruptive technology and dissatisfaction with the incumbent technology. User dissatisfaction is influenced by disconfirmation of previously held beliefs regarding ones incumbent technology and ones expectations for the disruptive technology. Switching cost is revealed not significant in the decision to acquire a disruptive technology.
This research investigates the factors that drive customer satisfaction and loyalty in e-markets. Employing qualitative interviews and field research, we identify key factors that drive customer satisfaction in e-businesses and use the partial least squares path modeling technique to evaluate their effect. Six factors are found to significantly affect satisfaction in e-businesses: adaptation, commitment, network, assortment, transaction ease, and engagement. Further, we discover that the positive effect of satisfaction on loyalty is moderated by customer trust and inertia. At lower levels of inertia and trust, customer satisfaction has a greater effect on loyalty. Actionable recommendations are provided for e-business managers to enhance customer satisfaction.
This research empirically examines the effect of various Internet shopping site qualities on the utilitarian and hedonic values of Internet shopping. The influence of the perceived level of Internet shopping value on customer satisfaction and repurchase intention is also investigated. We perform structural equation analysis with a sample of 293 observations consisting of two different income groups (workforce and student). Our results show that while system and service qualities are critical factors affecting utilitarian shopping value, information and service qualities are the factors most closely associated with hedonic shopping value. These findings suggest that service quality plays a significant role in increasing both utilitarian and hedonic shopping values. Our results also show that the impact of quality factors on Internet shopping values and subsequent repurchase intention differs across the two income groups.
As competing technological choices emerge in the marketplace, an inevitable consequence is user switching from one IT product or service to another. However, we know very little of this phenomenon or the key drivers of user switching. We examined the reasons for IT switching by proposing a model that synthesized and extended current theories of IT acceptance and customer satisfaction. We believed that IT switching was driven by user dissatisfaction with an incumbent product or service and the fact that the customer was aware of the availability of a potentially superior product or service. Further, to explain differential switching patterns across an adopter population, we posited personal innovativeness as an individual difference variable that moderated the effect of user dissatisfaction and relative advantage of a new IT on users’ switching intention. Our model was empirically validated using a longitudinal survey of web browser switching among student subjects. We hope that our study will generate researchers’ interest in an understudied area of research and that the model will serve as a starting point for furthering our understanding of IT switching.
Social networking sites (SNS) have become a significant component of people's daily lives and have revolutionized the ways that business is conducted, from product development and marketing to operation and human resource management. However, there have been few systematic studies that ask why people use such systems. To try to determine why, we proposed a model based on uses and gratifications theory. Hypotheses were tested using PLS on data collected from 148 SNS users. We found that user utilitarian (rational and goal-oriented) gratifications of immediate access and coordination, hedonic (pleasure-oriented) gratifications of affection and leisure, and website social presence were positive predictors of SNS usage. While prior research focused on the hedonic use of SNS, we explored the predictive value of utilitarian factors in SNS. Based on these findings, we suggest a need to focus on the SNS functionalities to provide users with both utilitarian and hedonic gratifications, and suggest incorporating appropriate website features to help users evoke a sense of human contact in the SNS context.
This paper summarizes research on determinants of repeated behaviors, and the deci- sion processes underlying them. The present research focuses on travel mode choices as an example ofsuch behaviors. It is proposed that when behavior is performed repeatedly and becomes habitual, it is guided by automated cognitive processes, rather than being preceded by elaborate decision processes (i.e,, a decision based on attitudes and inten- tions). First, current attitude-behavior models are discussed, and the role of habit in these models is examined. Second, research is presented on the decision processes pre- ceding travel mode choices. Based on the present theoretical and empirical overview, it is concluded that frequently performed behavior is often a matter of habit, thereby es- tablishing a boundary condition for the applicability of attitude-behavior models. How- ever, more systematic research is required to disentangle the role of habit in attitude-behavior models and to learn more about the cognitive processes underlying habitual behavior.
Abstract This note seeks to explore one of the factors affecting a consumer who is faced with a price increase. We are also interested in the consumer as a supplier of labor services who is faced with an increase in offered wages. In both cases we postulate a less than instantaneous response to market change, which phenomenon we term an inertial interval. Note is taken of previous work by Armen A. Alchian relating time and elasticity. The present emphasis on consumer inertia is said not to be inconsistent with Alchian's view.
The factors affecting consumer (and producer) inertia are referred to in general terms as habit and sensitivity to peer pressure, thus opening the discussion to psychosocial investigation of the behavior in question.
Advancements in wireless communications have increased the number of people using mobile devices, and have accelerated the growth of mobile commerce (m-commerce). This study aims to investigate the factors that predict consumer intention to adopt m-commerce in Malaysia and China. The work extends the traditional technology acceptance model (TAM) and diffusion of innovation (DOI) model, and includes additional variables such as trust, cost, social influence, variety of services, and control variables such as age, educational level, and gender of consumers. By comparing consumers from both Malaysia and China, this research is able to form a prediction model based on two different cultural settings. Data was collected from 172 Malaysian consumers and 222 Chinese consumers, and hierarchical regression analysis was employed to test the research model. The results showed that age, trust, cost, social influence, and variety of services are able to predict Malaysian consumer decisions to adopt m-commerce. Trust, cost, and social influence can be used to predict Chinese consumer decisions to adopt m-commerce. This research confirms the need to extend the traditional TAM and DOI models when studying technology such as m-commerce. The results from this study will be useful for telecommunication and m-commerce companies in formulating marketing strategies.
Purpose
Empirical studies investigating the antecedents of customer loyalty typically focus on satisfaction. This study aims to develop and test a more comprehensive model of the antecedents of customer loyalty, including satisfaction and inertia. In addition, this study also considers how the effects of satisfaction and inertia on customer loyalty vary with differing levels of the zone of tolerance (ZOT), and how these are likely to change due to customers' alternative attractiveness.
Design/methodology/approach
Hierarchical moderated regression analysis was used to test the hypotheses.
Findings
The results show that a wider level of the ZOT strengthens the positive effect of inertia on customer loyalty, while also reducing the positive effect of satisfaction. The results also indicate that the negative moderating effect of the ZOT on the relationship between satisfaction and customer loyalty will reduce as alternative attractiveness increases. In contrast, the positive moderating effect of the ZOT on the relationship between inertia and customer loyalty will reduce as alternative attractiveness increases.
Originality/value
This study is a first attempt to integrate the ZOT to determine the relative importance of satisfaction and inertia in determining customer loyalty. In addition, this study suggests that customers with higher perceptions of alternative attractiveness are more likely to experience changes in the influence of the ZOT on their loyalty decisions.
Purpose
This paper seeks to explore the complex inter‐relationships between the attitudinal and behavioural dimensions of customer loyalty development, by examining the dynamic processes by which customer loyalty is initiated and sustained using a mixed methods approach. In doing so, the paper highlights the absence of valid and reliable measures of customer loyalty development and discusses the use of the multi‐phase model of customer loyalty development.
Design/methodology/approach
This model is the basis for the construction of a multi‐item scale to measure customer loyalty development. A mixed methods design is specified and stages in the construction of the scale are discussed including measures of validity and reliability.
Findings
The findings of the research demonstrate the validity and reliability of the loyalty scale and highlight the sustaining and mediating effects associated with different levels of loyalty development.
Research limitations/implications
The study is set within the passenger ferry sector. Future research will seek to make empirical generalisations in relation to the application of the loyalty scale.
Practical implications
The main implications of this research are to emphasise the importance of sustaining and developing customer loyalty based on a differentiated approach to rewarding customers who have different levels of loyalty development. The findings highlighted the need to acknowledge the importance of reciprocity in terms of which aspects of service customers value within different levels of loyalty.
Originality/value
The main contributions of this paper are the presentation of the loyalty scale and the confirmation of the plateau of customer loyalty development.
Purpose
Using data relating to eBay transactions, investigates the economic, demographic, and geographic factors affecting willingness to pay for purchases online.
Design/methodology/approach
Carries out regression analysis of 3,386 eBay transactions, over a two‐year period, reported by two American sellers operating on the United States eBay site. In all auctions examined, consumers had the option of making payment online or by various traditional payment methods.
Findings
Analysis identifies several variables as reasonable predictors of the chosen payment method, including the value of the transaction, the buyer's gender, rural versus urban residence, and several other characteristics of the community in which the buyer lives.
Research limitations/implications
The general demographic, geographic, and economic variables of consumers can be used by researchers and planners to predict consumers' willingness to make online payments. The effect of income demands further investigation. Factors not identified – such as consumer personality and ethnicity or product category – might also influence this form of online consumer behaviour. The study is restricted to online consumer auction transactions in one country only.
Originality/value
Uses a larger sample than most previous studies of eBay to identify general demographic, geographic, and economic characteristics of an American sample of eBay consumers, which act as predictors of willingness to make online payments for purchases. Can be a departure point for further research in other countries.
The purpose of the experiment reported here was to examine Internet user concerns and perceptions of online shopping. The attitude of Internet users toward online shopping was measured using the Fishbein model. The relative factors influencing user attitudes toward online shopping and the relationship between the attitude and the influence factors were explored. The results show that the Fishbein model can effectively measure consumer attitudes and the examined consumer characteristics were important influence factors on consumer attitudes and online shopping decisions.
A number of previous studies have investigated determinants of brand website usage. Variables such as internet experience, goal-directedness and type of motivation (entertainment/information) have been found to influence consumer behaviour on a given web page. This study focuses on websites for well-known brands. For such websites, it is hypothesised that brand loyalty is a major determinant for website usage. Affectively loyal consumers sense a relationship to their favoured brands and should be motivated to visit websites for such brands more frequently than non-loyals. Effects of brand loyalty on duration of visits could, however, be negative, because loyals are well updated on the contents of the sites and find less news when visiting.
When it comes to mobile communication technology, China is the largest market in the world. However, due to its rapidly changing economic environment causing disparities between geographical regions, it presents unique marketing problems. In order to attain a better understanding of China as a potentially highly valuable mobile communication technology market, we conducted a survey of 221 Chinese nationals and tested a proposed conceptual framework based on UTAUT with moderating variables. The results from SEM multi-group analysis indicate that gender and education level are significant moderating factors while internet usage experience does not register as significant. The results of this research suggest the necessity to take cultural background and disposition into consideration for the UTAUT.
The emergence of an entrepreneurial econmy in the 1970s was the most significant and hopeful event in recent U.S. social and economic history. For Drucker, innovation and entrepreneurship are not a "flash of genius," but purposive tasks that can be organized as systematic, rational work fostered by management. Entrepreneurship is treated not as personality or intuition but behavior, concept, and theory. Entrepreneurship is not high-risk; rather, few so-called entrepreneurs have the method for what they do. The practice of innovation, the practice of entrepreneurship, and entrepreneurial strategies compose innovation and entrepreneurship. Instead of pursuing "bright ideas," entrepreneurs should focus on the seven successful sources for innovative opportunity: (1) unexpected success, failure, or outside event; (2) incongruity between what is and what "ought" to be within an industry or market; (3) innovation based on a process need (supplying the missing link); (4) changes in industry structure or market structure; (5) demographics or population changes; (6) changes in perception, mood, and meaning; and (7) new scientific and non-scientific knowledge (requiring analysis of relevant factors, focus on strategic position, and entrepreneurial management). The practice of innovation is purposeful innovation resulting from analysis, system, and hard work. The principles of purposeful, systematic innovation are: (1) analyze opportunities, (2) be perceptive, (3) be simple and focused, (4) start small, and (5) aim at leadership. Principles of innovation are (1) innovation is work, (2) build on strengths, and (3) innovations have an effect in the economy and society. Entrepreneurs are not "risk-takers" but opportunity focused. The discipline called entrepreneurial management must develop a practical guide for innovation in (1) the existing business (policies to create a climate, practices, measures of innovative performance, and organizational practices), (2) the public-service institution (policies and need to innovate), and (3) the new venture (focus on market, financial foresight, early building of a top management team, role decisions by the founder, and outside advice). Entrepreneurship also requires four strategies, or practices and policies in the marketplace: (1) being "Fustest with the Mostest"; (2) "Hit Them Where They Ain't," or "entrepreneurial judo" (avoid the "not invented here" syndrome, don't "cream" a market, the fallacy of "quality," delusion of the "premium" price, and maximizing instead of optimizing; (3) finding an ecological niche (toll-gate, specialty skill, and specialty market strategies); and (4) changing utility, values, and economic characteristics (creating utility, pricing, adapting to customer's reality, and delivering true value to customer). In conclusion, Drucker argues that an entrepreneurial society is needed in which innovation and entrepreneurship are normal, steady, and continuous. What will not work is planning or over-reliance on high-technology. Social innovation is needed in the areas of redundant workers and abandoning outworn and obsolete social policies and institutions. Also needed are changes in tax and fiscal policies and government regulations, and individuals must undertake continuous learning and relearning. (TNM)
The objective of this study is to provide insights into how the predictive power for computer-recorded system usage can be improved. Based on 386 responses from actual users of an information system, we examine the predictive power for system usage according to the scales of the predictors used, namely, intention and past use. First, we show that the predictive power of intention can be significantly improved with the choice of an appropriate measure. However, even the desirable intention measure failed to explain two-thirds of the variance in system usage. Second, the results show that past use as measured by computer-recorded log data can significantly enhance our ability to predict system usage. Finally, when both intention and past use are controlled for, the explained variance in system usage is shown to vary widely from 20% to 73%, depending on the predictors' scales. Overall, our findings suggest that an accurate prediction of system usage requires a more rigorous approach than that often applied in information systems research.
The proliferation of innovative and exciting information technology applications that target individual “professionals” has made the examination or re-examination of existing technology acceptance theories and models in a “professional” setting increasingly important. The current research represents a conceptual replication of several previous model comparison studies. The particular models under investigation are the Technology Acceptance Model (TAM), the Theory of Planned Behavior (TPB), and a decomposed TPB model, potentially adequate in the targeted healthcare professional setting. These models are empirically examined and compared, using the responses to a survey on telemedicine technology acceptance collected from more than 400 physicians practicing in public tertiary hospitals in Hong Kong. Results of the study highlight several plausible limitations of TAM and TPB in explaining or predicting technology acceptance by individual professionals. In addition, findings from the study also suggest that instruments that have been developed and repeatedly tested in previous studies involving end users and business managers in ordinary business settings may not be equally valid in a professional setting. Several implications for technology acceptance/adoption research and technology management practices are discussed.
A key aim of social psychology is to understand the psychological processes through which independent variables affect dependent variables in the social domain. This objective has given rise to statistical methods for mediation analysis. In mediation analysis, the significance of the relationship between the independent and dependent variables has been integral in theory testing, being used as a basis to determine (1) whether to proceed with analyses of mediation and (2) whether one or several proposed mediator(s) fully or partially accounts for an effect. Synthesizing past research and offering new arguments, we suggest that the collective evidence raises considerable concern that the focus on the significance between the independent and dependent variables, both before and after mediation tests, is unjustified and can impair theory development and testing. To expand theory involving social psychological processes, we argue that attention in mediation analysis should be shifted towards assessing the magnitude and significance of indirect effects.
This article concerns theories about why and how information technology affects organizational life. Good theory guides research, which, when applied, increases the likelihood that information technology will be employed with desirable consequences for users, organizations, and other interested parties.
But what is a good theory? Theories are often evaluated in terms of their content—the specific concepts used and the human values served. This article examines theories in terms of their structures—theorists' assumptions about the nature and direction of causal influence. Three dimensions of causal structure are considered—causal agency, logical structure, and level of analysis. Causal agency refers to beliefs about the nature of causality: whether external forces cause change, whether people act purposefully to accomplish intended objectives, or whether changes emerge unpredictably from the interaction of people and events. Logical structure refers to the temporal aspect of theory—static versus dynamic—and to the logical relationships between the “causes” and the outcomes. Level of analysis refers to the entities about which the theory poses concepts and relationships—individuals, groups, organizations, and society.
While there are many possible structures for good theory about the role of information technology in organizational change, only a few of these structures can be seen in current theorizing. Increased awareness of the options, open discussion of their advantages and disadvantages, and explicit characterization of future theoretical statements in terms of the dimensions and categories discussed here should, we believe, promote the development of better theory.
Given online travel shopping is a relatively new concept and innovative behavior, research addressing the effect of traveler's inherent innovative personality on his/her online shopping behavior has relevance. This study examines how online traveler's decision-making paradigm may vary according to the traveler's personal innovativeness level, by utilizing Fishbein and Ajzen's (1975, Belief, attitude, intention and behavior. Reading, MA: Addison-Wesley) reasoned action theory as a theoretical background. The results indicate that highly innovative travelers are mainly influenced by their positive attitudes when they embrace online shopping; while less innovative travelers rely on both attitude and the referral's opinions to reduce uncertainty inherent in online transactions. One special finding was that for highly innovative travelers, the propensity to shop for travel-related products would decrease with increasing the referent's social influence.
Today, in addition to traditional mobile services, there are new ones already being used, thanks to the advances in 3G-related technologies. Our work contributed to the emerging body of research by integrating TAM and Diffusion Theory. Based on a sample of 542 Dutch consumers, we found that traditional antecedents of behavioral intention, ease of use and perceived usefulness, can be linked to diffusion-related variables, such as social influence and perceived benefits (flexibility and status).