Product involvement and routine use of a niche product from a well-known company: The moderating effect of gender

2023 | Information & Management | Citations: 0

Authors: Zhang, Qianqian; Peng, Zeyu; Guo, Xitong; Vogel, Doug

Abstract: Contemporary well-known companies are making cross-disciplinary efforts to promo ... Expand

Abstract: Contemporary well-known companies are making cross-disciplinary efforts to promote niche products outside the scope of their core businesses. However, little is known about the routine use of these niche products. Based on the theory of involvement, we proposed a research model and conducted an online survey regarding Apple Pay to validate the hypotheses. Several insights were obtained through empirical analysis. Specifically, (1) routine use can be affected by product involvement, which in turn is positively influenced by ideal selfcongruence and social influence, and (2) the effects of ideal self-congruence and social influence on product involvement are moderated by gender. Collapse

Topics: social influence customer loyalty Apple iPhone smartphone usage intention

Methods: survey partial least squares regression descriptive statistic factor analysis data transformation

Theories: involvement theory role theory

Following too much on Facebook brand page: A concept of brand overload and its validation

2023 | International Journal of Information Management | Citations: 0

Authors: Lin, Xiaolin; Wang, Xuequn

Abstract: As consumers increasingly engage in online brand communities, the demand of bran ... Expand

Abstract: As consumers increasingly engage in online brand communities, the demand of brand-related activities (e.g., finding relevant product information and sharing product information) also increases. Consumers may feel overwhelmed by these brand-related activities. To provide an understanding of this phenomenon, we concep­ tualize it as brand overload and then empirically examine its antecedents and consequences based upon the Stimulus-Organism-Response (SOR) framework in the context of online brand community. Using two rounds of surveys to collect data from 409 American consumers, our results show that consumer-generated content and social interaction quality are the primary drivers of information and social overload. Consumer-generated content quality has a quadratic effect on information overload following an inverted U shape. Social interac­ tion quality also significantly affects social overload following an inverted U-shaped relationship. Information and social overload are both positively related to brand overload, which in turn leads to brand disloyalty as the negative consequence. In addition, to supplement the quantitative study, a qualitative study was used to test and substantiate the proposed research model. With its mixed-method design, our study contributes to the literature by proposing the concept of brand overload and empirically investigating its antecedents and consequences from the SOR perspective. Practically, our study delivers insights for companies on how to use online brand com­ munities strategically and efficiently to avoid negative impacts. Collapse

Topics: information overload social media Facebook information exchange system quality

Methods: survey mixed method post-hoc analysis qualitative interview chi squared test

IT-business alignment, big data analytics capability, and strategic decision-making: Moderating roles of event criticality and disruption of COVID-19

2022 | Decision Support Systems | Citations: 0

Authors: Chen, Lifan; Liu, Hefu; Zhou, Zhongyun; Chen, Meng; Chen, Yao

Abstract: Prior research has confirmed the importance of IT-business alignment (ITBA) and ... Expand

Abstract: Prior research has confirmed the importance of IT-business alignment (ITBA) and big data analytics capability (BDAC) in supporting firms' strategic decision-making under normal circumstances. However, the global outbreak of COVID-19 has significantly changed firms' strategic decision-making landscapes and raised questions regarding the effects of ITBA and BDAC on strategic decision-making as conditioned by COVID-19 characteristics. In this study, we contextualize two important event impact factors (i.e., event criticality and event disruption) in the context of COVID-19 and examine their contingent roles in the effects of ITBA and BDAC on strategic decision-making. Our analyses, based on two-round, multi-respondents matched survey data collected from 175 Chinese firms to elucidate the differential moderating roles of event criticality and disruption of COVID-19 in the impact of ITBA and BDAC on strategic decision speed and quality. The results indicate the event criticality of COVID-19 strengthens the effects of ITBA on decision speed and quality but weakens the influence of BDAC on decision quality. Meanwhile, the event disruption of COVID-19 weakens the influence of ITBA on decision speed and quality but strengthens the effect of BDAC on decision speed and quality. These findings have important theoretical and practical implications, which we discuss in the conclusion. Collapse

Topics: decision making decision quality big data pandemic emergency management

Methods: survey parametric test Student's t-test survey design statistical hypothesis test

Theories: dynamic capabilities theory

Psychological empowerment and user satisfaction: Investigating the influences of online brand community participation

2022 | Information & Management | Citations: 5

Authors: Hsieh, Sara H.; Lee, Crystal T.; Tseng, Timmy H.

Abstract: The exponential growth of online brand communities has created a platform where ... Expand

Abstract: The exponential growth of online brand communities has created a platform where empowered consumers can share knowledge and experiences and participate in community activities. Drawing from psychological empowerment theory, this study proposes a comprehensive framework integrating both social and functional views to investigate the determinants that enhance psychological empowerment and user satisfaction, which consequently influence online brand community participation. By shedding light on the explanatory path routes and highlighting the underexplored and distinctive role of psychological empowerment, this study provides theoretical contributions to illustrate how an enabling environment can be cultivated to drive consumer participation in brand value co-creation. Collapse

Topics: user satisfaction data quality system quality word of mouth online community

Methods: survey partial least squares path modeling design methodology theoretical contribution PLS tool

Theories: uncertainty reduction theory

Comparing low sensory enabling (LSE) and high sensory enabling (HSE) virtual product presentation modes in e-commerce

2022 | Information Systems Journal | Citations: 0

Authors: Kinzinger, Arno; Steiner, Winfried; Tatzgern, Markus; Vallaster, Christine

Abstract: Online shops have become increasingly interactive, using different technologies ... Expand

Abstract: Online shops have become increasingly interactive, using different technologies to create virtual experiences that attempt to simulate a realistic product experience. We explore the impact of high sensory enabling (HSE) virtual product presentation modes using state-of-the-art virtual reality (VR) technology that allows consumers to imitate natural movement and interactions via head-mounted displays (HMD) and dual hand VR controllers. This will compare the HSE virtual product presentation mode with a typical low sensory enabling (LSE) virtual product presentation mode that utilises conventional computer screens, along with mouse and keyboard inputs, on a desktop computer. For the HSE virtual product presentation mode, the results show significantly higher values for the studied variables, including presence, perceived diagnosticity, attitude towards product, and purchase intention. Shopping frequency has a moderating effect on the significant differences of presence between presentation modes. Our research contributes to theory by building on attitude theory, cue summation theory, as well as repetitive learning and memory to explore and explain the effects of HSE virtual product presentation modes on the constructs considered. For managers and industry leaders, this study identifies the importance of using state-of-the-art technology when creating HSE virtual experiences for their products. Collapse

Topics: electronic commerce virtual reality missing data desktop computer virtual world

Methods: analysis of covariance survey partial least squares regression experiment statistical hypothesis test

Theories: theory of cue summation attitude theory

Should firms pay for online brand communities: Using lead user theory in analyzing two contrasting cases

2022 | Decision Support Systems | Citations: 0

Authors: Li, Yuanxiang John; Hoffman, Elizabeth; Zhu, Dan

Abstract: Despite the importance and benefits of Online Brand Communities, there is little ... Expand

Abstract: Despite the importance and benefits of Online Brand Communities, there is little discussion in the literature about whether it is necessary for a firm to financially sponsor its online brand community. By incorporating brand trust, brand knowledge, and reciprocal behavior into Lead User Theory, this paper studies what influences consumers’ participation potentials in new product development. Two online survey instruments are employed, and data is collected from two matchable well-known IT companies for two types of online brand communities: Company-initiated and Consumer-initiated. Two separate parallel Structural Equation Modeling analyses are conducted to test these two matchable samples and assess the research model. Our findings suggest that firms may not need to pay to sponsor their online brand communities. We infer our conclusion about companysponsored communities from our findings that brand trust and brand knowledge play different roles for company-initiated and consumer-initiated online brand communities. Brand knowledge directly impacts con­ sumers’ participation potentials in consumer-initiated online brand communities, but only indirectly impacts through brand trust in company-initiated online brand communities. Collapse

Topics: innovation management personality knowledge work new product development customer loyalty

Methods: survey structural equation modeling partial least squares regression confirmatory factor analysis conceptual modelling

Gaining Customer Loyalty with Tracking Information Quality in B2B Logistics

2022 | Journal of Management Information Systems | Citations: 4

Authors: Rai, Arun; Tang, Xinlin; Yin, Zhitao; Du, Steven

Abstract: Although vendor firms invest heavily in technologies to digitalize business-to-b ... Expand

Abstract: Although vendor firms invest heavily in technologies to digitalize business-to-business (B2B) service orchestration, little is known about the mechanisms through which high quality information, a key resource generated from digitalization, creates customer loyalty. Positioning our work in the B2B logistics services context, we take a customer needs fulfillment perspective to understand value creation and capture from digitalization of service orchestration in B2B logistics relationships. We suggest that a vendor will capture exchange value, manifesting as customer loyalty, for the customer's perceived use value of the service enabled by tracking information quality on service orchestration. We propose that service flexibility and service efficiency provided by the logistics vendor are two types of use value for customers, which serve as the value-creation pathways through which tracking information quality affects customer loyalty, the exchange value received by the vendor. We further argue that service modal variety, a key aspect of service complexity, moderates the value-creation pathways of tracking information quality. Using survey and archival data of B2B relationships between a Fortune 100 logistics vendor and its major customers, we find empirical support for the use value mechanisms through which tracking information quality affects customer loyalty in the context of B2B logistics services. Collapse

Topics: customer loyalty logistics management data quality business-to-business supply chain management

Methods: survey instrumental variables estimation archival research descriptive statistic theory development

Theories: big five model

Good Robot, Bad Robot: Customer Responses to Norm-Compliant and Norm-Violating Service Robots

2022 | International Conference on Information Systems | Citations: 0

Authors: Stock-Homburg, Ruth; Heitlinger, Lea

Abstract: Service robots that interact with customers have penetrated various industries. ... Expand

Abstract: Service robots that interact with customers have penetrated various industries. With a basis in social identity theory, this study examines how customers respond to frontline service robots (FSRs) by investigating norm-compliant versus norm-violating behaviors compared with similar behaviors by human frontline employees (FLEs). In experimental studies, a black sheep effect occurs, such that customers downgrade norm-violating FLE behaviors more than similar behaviors by FSRs. They also upgrade norm-compliant behaviors by human FLEs more than those of FSRs. In service failures, this effect manifests as greater anger and frustration toward the FLE. We establish the underlying mechanism driving the black sheep effect: customers assign FSRs to an outgroup but categorize FLEs to their social ingroup, across different service encounters and independent of interaction frequency. Collapse

Topics: robotic customer satisfaction customer loyalty social presence technology adoption

Methods: experiment longitudinal research survey design statistical power analysis parametric test

Theories: social identity theory

Continued usage of smart wearable devices (SWDs): cross-level analysis of gamification and network externality

2022 | Electronic Markets | Citations: 0

Authors: Tsai, Juin-Ming; Hung, Shiu-Wan; Lin, Guan-Ting

Abstract: With the increasing maturity of mobile networks and big data technology, smart w ... Expand

Abstract: With the increasing maturity of mobile networks and big data technology, smart wearable devices (SWDs) are regarded as a new technology trend following smartphones. Especially during the COVID-19 pandemic, the increase in telework and the growing interest in self-health monitoring have greatly promoted the market growth of SWDs. This study aimed to investigate the factors affecting the continued use of SWDs. A cross-level analysis model that integrates technical characteristics, gamification theory, perceived value theory, and network externality was constructed. A hierarchical linear model was employed to evaluate the data and test it against the hypotheses. The empirical results showed that, at the individual level, gamification enhances users’ value perceptions. Users pay more attention to rewards in gamification than to competition. Rewards were also found to effectively promote the users’ value perception and increase the intention to continue using the device. At the group level, the effect of network externality significantly influences the intention to continue using SWDs. Moreover, SWDs are associated with the phenomenon by which consumers conspicuously display and highlight their own characteristics, and this attribute is also a crucial factor enticing consumers to continue using SWDs. Developers should therefore establish clear product positioning and strengthen interactivity as early as possible to build a loyal customer base. Collapse

Topics: gamification mobile system smart bracelet smart watch network effect

Methods: survey hierarchical linear modeling descriptive statistic statistical hypothesis test literature study

Engaging Gen Y Customers in Online Brand Communities: A Cross-National Assessment

2021 | International Journal of Information Management | Citations: 0

Authors: Carlson, Jamie; Rahman, Syed Mahmudur; Rahman, Mohammad M.; Wyllie, Jessica; Voola, Ranjit

Abstract: Global retail brands find it vital to engage Generation Y (Gen Y) customers thro ... Expand

Abstract: Global retail brands find it vital to engage Generation Y (Gen Y) customers through firm-hosted online brand communities (OBCs) for generating actionable insights; this study advances customer engagement (CE) frame­ works in this setting. First, we draw on the stimulus–organism–response (S–O–R) theory to introduce OBC website quality (termed OBC-SiteQUAL), alongside brand involvement as a customer resource input, to shape an expanded quadripartite CE conceptualisation. Second, using multi-country data, we test the validity of the OBCSiteQUAL and CE measurement models, and the theoretical framework. Results indicate that the newly conceived OBC-SiteQUAL construct, underpinned by various web-based cues related to affective elements, brand interaction and customer-to-customer interaction, positively influences CE, whereas brand involvement partially influences CE. Third, we examine how these variables translate to behavioural loyalty outcomes. Empirically, a consistent pattern across the country samples indicates that OBC-SiteQUAL can affect behavioural loyalty by enhancing CE. Thus, we reliably confirm the mediating effect of CE (O) between OBC-SiteQUAL (S) and behavioural loyalty (R). Fourth, we found that the impact of OBC-SiteQUAL and brand involvement on CE differs between younger and older Gen Y consumers. These findings inform the optimisation of precise digital content marketing activities to enhance customer-brand relationships. Collapse

Topics: social media marketing management website service quality Facebook

Methods: partial least squares regression PLS tool partial least squares path modeling SEM tool structural equation modeling

Theories: involvement theory