An Empirical Assessment of Service Quality, Service Consumption Experience and Relational Exchange in Electronic Mediated Environment (EME)

2020 | Information Systems Frontiers | Citations: 0

Authors: Dai, Hua; Salam, A. F.

Abstract: This study examines how service quality and service consumption experience affec ... Expand

Abstract: This study examines how service quality and service consumption experience affect long-term relational exchange in the EME to provide insights into consumers’ perception of service consumption experience and its potential influence on the development of long-term exchange relationship between consumers and service providers in the EME. An analytical framework is developed and tested to validate a comprehensive research model of service consumption experience, its formative dimensions and its antecedents and consequents. The proposed research model is empirically assessed and validated using a sample of 772 respondents. This study contributes to the development of the service consumption experience construct in the EME and informs firms in developing an integrated experiential strategy to meet customer requirements and expectations to further improve customer loyalty and word-of mouth communication in the EME. Collapse

Topics: word of mouth service quality marketing management innovation management consumer behavior

Methods: survey design partial least squares regression survey exploratory factor analysis parametric test

What Leads to Prosocial Behaviors on Social Networking Services: A Tripartite Model

2017 | Journal of Management Information Systems | Citations: 54

Authors: Kuem, Jungwon; Ray, Soumya; Siponen, Mikko; Kim, Sung S.

Abstract: The major challenge for social networking services (SNS) has been in getting use ... Expand

Abstract: The major challenge for social networking services (SNS) has been in getting users to exhibit prosocial behavior by active participation in creating and sharing content. We seek to integrate and reconcile the varying, and sometimes conflicting, explanations of prosocial behaviors at SNS. Rooted in postadoption behavior and commitment theory, our study offers three distinct mechanisms that regulate how one’s experience at an SNS translates into commitment that leads to prosocial behavior. In particular, satisfaction, affective commitment, and active participation substantiate a dedication-based mechanism; past investments, continuance commitment, and resulting inattention to alternatives form a constraint-based mechanism; and social support, normative commitment and users’ intentions to moderate comments are a third, obligation-based mechanism. We empirically tested this tripartite model against data collected from actual Facebook users. The results of our analysis supported the proposed relationships between each mechanism’s experiential factor, mediating type of commitment, and prosocial outcome. Intermechanism effects were rare between commitment mediators and outcomes, they were common between experiential antecedents and commitment factors. Understanding these mechanisms allows SNS managers to fine-tune their service experience to promote specific prosocial behaviors. Meanwhile, researchers benefit from our overarching view of prosocial behavior at SNS that helps to combine and contrast emergent perspectives and theories. Collapse

Topics: Facebook online community social network website virtual world

Methods: chi squared test data transformation psychometrics exploratory factor analysis structural equation modeling

Social commerce—state-of-the-art and future research directions

2016 | Electronic Markets | Citations: 0

Authors: Baethge, Catherine; Klier, Julia; Klier, Mathias

Abstract: In recent years, social commerce evolved into an emerging phenomenon of global i ... Expand

Abstract: In recent years, social commerce evolved into an emerging phenomenon of global interest for marketers, businesses, and researchers alike. In light of this development, it is not surprising that the number of publications focusing on this phenomenon at the interplay of electronic commerce and social media has been rising substantially. The goal of this paper is to provide a structured overview of social commerce research by means of a structured literature review. Based on our literature search between 2007 and 2014 resulting in 116 published papers, we carve out and assess the knowledge and the research areas that have been predominantly addressed by the Information Systems, Electronic Commerce, and Marketing research community so far. By providing a research agenda, we hope that our results will stimulate and guide future research in this exciting field. Collapse

Topics: social commerce electronic commerce marketing management database system business model

Methods: literature sample literature study survey experiment structured literature research

Communication in virtual world: Second life and business opportunities

2013 | Information Systems Frontiers | Citations: 10

Authors: Sharma, Gajendra; Qiang, Ye; Wenjun, Sun; Qi, Lu

Abstract: Second Life is an online 3D virtual world imagined and created by its residents. ... Expand

Abstract: Second Life is an online 3D virtual world imagined and created by its residents. The residents can communicate, explore, participate in social activities, create and trade virtual properties and services. The most common communication media used in Second Life are text, voice, instant messaging and video conferencing. The purpose of the current study is to investigate why people communicate in Second Life and opportunities of making real business value. An online survey from Second Life residents was performed to study communication behavior and business opportunities in Second Life. The theoretical backgrounds used in this study were the communication theory and social systems and word of mouth communications for consumer learning. The result was focused on the effectiveness and superiority of communication in Second Life among other social networking sites such as Facebook, Myspace and Youtube. The communication is significant to policy makers, managers and leaders for information sharing and decision making. Collapse

Topics: Second Life social network virtual world electronic business MySpace

Methods: survey data transformation confirmatory factor analysis structural equation modeling factor analysis

Theories: communication theory

An Integrative Framework of Service Convenience, Service Consumption Experience, and Relational Exchange in Electronic Mediated Environment (EME)

2010 | International Conference on Information Systems | Citations: 7

Authors: Dai, Hua; Salam, A F

Abstract: The purpose of this study is to provide insights into consumers’ perception of s ... Expand

Abstract: The purpose of this study is to provide insights into consumers’ perception of service convenience and services consumption experience (conceptualized as two second-order formative constructs) and their potential influence on the development of long-term exchange relationship among consumers and service providers in the context of E-Services or broadly Services in the Electronic Meditated Environment (EME). A comprehensive research framework is developed. Analyses of data from 1,250 U.S. consumers, with at least six months or more experience in consuming services in EME, reveal that service convenience and service consumption experience significantly influence consumers’ long term relationship development with service providers in EME. Suggestions for future research and implications are discussed. Collapse

Topics: word of mouth marketing management consumer behavior customer loyalty electronic commerce

Methods: survey survey design PLS tool partial least squares regression descriptive statistic

Tradable Reputation and Online Economic Efficiency: A Field Experiment in Second Life

2009 | Americas Conference on Information Systems | Citations: 0

Authors: Xu, Hong; Chen, Jianqing; Whinston, Andrew B

Abstract: The online world has developed from a source of information to a complex economi ... Expand

Abstract: The online world has developed from a source of information to a complex economic and social environment. However, many online environments fail to function efficiently due to the lack of reliable reputation and anonymity of users. We propose a tradable reputation mechanism and conduct a virtual field experiment, using Second Life as an experimental platform, to investigate the role of reputation trading, based on our game theory analysis of the economic influence of tradable reputation. We introduce an avatar market that allows users to buy and sell avatars in terms of the reputation. Our main theoretical results show that reliable reputation is induced in a separating equilibrium where users are separated based on their ability in fulfilling tasks or transactions. We generate five hypotheses to test in the field experiment. We also describe a computer system that realizes the proposed mechanism as a basis for the field experiment. Collapse

Topics: virtual world Second Life online community social network computer system

Methods: field experiment experiment economic model design science statistical hypothesis test

Theories: game theory

Service Convenience and Relational Exchange in Electronic Mediated Environment: An Empirical Investigation

2008 | International Conference on Information Systems | Citations: 0

Authors: Dai, Hua; Salam, A F; King, Ruth

Abstract: Academic research reflects an increasing concern that conventional knowledge on ... Expand

Abstract: Academic research reflects an increasing concern that conventional knowledge on services management such as location strategy may not adequately inform management on crafting an ITdriven service strategy to succeed in the emerging electronic mediated environment. The focus of this study is to examine, from the consumer perspective, how service convenience affects the long term relational exchange in the electronic mediated environment (EME). Service convenience has been conceptualized as a second order construct with six convenience dimensions reflecting the process of online service consumption. An analytical framework has been developed and tested to validate the comprehensive framework of service convenience and its antecedents and consequences in the electronic mediated environment leading to a long-term exchange relationship. Analysis of data from 374 respondents revealed that service convenience is indeed a multidimensional concept and six convenience dimensions equally contribute to online consumers’ overall perceptions of service convenience. Service convenience was also found to serve as an important mediating variable between its antecedents and consequents. This study thus contributes to the development of the service convenience construct in the electronic mediated environment and also informs firms in developing an integrated online convenience strategy to meet customer requirements and expectations for long term exchange relationship building. Suggestions for future research and implications are discussed. Collapse

Topics: word of mouth perceived usefulness marketing management perceived ease of use user interface

Methods: survey design structural equation modeling survey partial least squares regression conceptual modelling

Theories: technology acceptance model

The Impact of Information Diffusion on Bidding Behavior in Secret Reserve Price Auctions

2008 | Information Systems Research | Citations: 40

Authors: Hinz, Oliver; Spann, Martin

Abstract: The interactive nature of the Internet promotes collaborative business models (e ... Expand

Abstract: The interactive nature of the Internet promotes collaborative business models (e.g., auctions) and facilitates information-sharing via social networks. In Internet auctions, an important design option for sellers is the setting of a secret reserve price that has to be met by a buyer's bid for a successful purchase. Bidders have strong incentives to learn more about the secret reserve price in these auctions, thereby relying on their own network of friends or digital networks of users with similar interests and information needs. Information-sharing and flow in digital networks, both person-to-person and via communities, can change bidding behavior and thus can have important implications for buyers and sellers in secret reserve price auctions. This paper uses a multiparadigm approach to analyze the impact of information diffusion in social networks on bidding behavior in secret reserve price auctions. We first develop an analytical model for the effect of shared information on individual bidding behavior in a secret reserve price auction with a single buyer facing a single seller similar to eBay's Best Offer and some variants of NYOP. Next, we combine the implications from our analytical model with relational data that describe the individual's position in social networks. We empirically test the implications of our analytical model in a laboratory experiment, and examine the impact of information diffusion in social networks on bidding behavior in a field study with real purchases where we use a virtual world as proxy for the real world. We find that the amount and dispersion of information in the individualized context, and betweenness centrality in the social network context, have a significant impact on bidding behavior. Finally, we discuss the implications of our results for buyers and sellers. Collapse

Topics: social network virtual world website word of mouth IS economics

Methods: mathematical model field study laboratory experiment parametric test survey

Theories: social network theory