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Offline to online: The impacts of offline visit experience on online behaviors and service in an Internet hospital
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2023 | Electronic Markets | Citations: 0
Authors: Ye, Qing; Wu, Hong

Abstract: Only the online-to-offline process has been explored, the literature is largely ... Expand

Abstract: Only the online-to-offline process has been explored, the literature is largely silent on the offline-to-online process, which restricts the online service quality and the development of Internet hospitals. We approach this issue by investigating the impact of patients’ offline visit experience on their online engagement, and then how patients’ online engagement affects the quality and efficiency of physicians’ online services. Using archival data with 69,078 online consultation records from a large tertiary hospital and its Internet hospital in China, we developed several regression models to analyze the impact of offline visit experience on patients’ online information provision and the effect of online information provision on service quality and efficiency. We identified that offline visit experience has heterogeneous effects on patients’ online information provision, and patients’ online information provision positively influences physicians’ online service quality, while negatively influencing online service efficiency. Moreover, online information provision mediates the relationship between offline visit experience and online service quality. This study contributes to our understanding of the mechanisms by which the offline visit experience influences online service quality in the online-offline channel integration context. Collapse

Semantic filters: information integration theory

Topics: service quality data quality internet technology healthcare data electronic health

Methods: regression analysis method robustness check descriptive statistic cross sectional research statistical hypothesis test

Theories: information integration theory
S-commerce: Influence of Facebook likes on purchases and recommendations on a linked e-commerce site
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2020 | Decision Support Systems | Citations: 0
Authors: Bhattacharyya, Samadrita; Bose, Indranil

Abstract: Social networking site (SNS) driven e-commerce, the latest social commerce (s-co ... Expand

Abstract: Social networking site (SNS) driven e-commerce, the latest social commerce (s-commerce) phenomenon, gains prominence with the introduction of the call-to-action feature. The call-to-action feature on any sponsored post or advertisement on SNS redirects the user to a linked e-commerce website that offers the product. Information cues available on the SNS are expected to influence user decision making on the linked e-com merce site. Set in the context of Facebook driven e-commerce, this study explores how likes on Facebook influence user's purchase and recommendation decisions on a linked e-commerce website. Using controlled experiments we find that a higher volume of likes on Facebook leads to a higher likelihood of purchasing and recommending a product on the linked e-commerce site. This effect is found to be mediated by the user's initial product attitude formed on Facebook. An additional analysis examining the strength of the influence reveals that the mere presence of likes is not sufficient to impact the user's decision making. In fact, a low volume of likes elicits user behavior similar to absence of likes. The influence is effective only if the number of likes is substantially high. The findings of the study add to the s-commerce literature by establishing the inter-site influence of Facebook likes on user's purchase and post-purchase decisions and providing empirical evidence of the efficacy of SNS-driven e-commerce. Collapse

Semantic filters: information integration theory

Topics: Facebook electronic commerce website Instagram decision making

Methods: experiment statistical hypothesis test mediation analysis theory development Student's t-test

Theories: information integration theory
Explaining the Impact of Cloud Assurance Seals on Customers’ Perceived Privacy

2018 | European Conference On Information Systems | Citations: 0
Authors: Lang, Michael; Wiesche, Manuel; Krcmar, Helmut

Abstract: Privacy concerns inhabit professional cloud adoption. Assurance seals resulting ... Expand

Abstract: Privacy concerns inhabit professional cloud adoption. Assurance seals resulting from a third-party certification are frequently used from cloud service provider to provide privacy assurance for their customers. However, empirical findings on the effectiveness of assurance seals focusing on "who" issues those, even if customers also require the information why the assurance seal is valid and reliable. To fill this gap, we build on information integration theory and investigate the impact of certification authorities' reputation and the quality level of an audit on customers' perceived privacy within a professional cloud environment by using an experimental design including 43 professional cloud decision makers. We show that certification authorities' reputation does not alone produce opinion change, it rather affects customers' perceived privacy resulting from the quality level of an audit. Our findings have theoretical implications for the information integration theory and assurance seal research. We also discuss the managerial implications of our work for cloud service providers and certification authorities. Collapse

Semantic filters: information integration theory

Topics: privacy cloud computing website

Methods: experiment survey experimental design parametric test repeated measures ANOVA

Theories: information integration theory lemon market theory
Thumbs Up, Sales Up? The Contingent Effect of Facebook Likes on Sales Performance in Social Commerce
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2015 | Journal of Management Information Systems | Citations: 58
Authors: Lee, Kyunghee; Lee, Byungtae; Oh, Wonseok

Abstract: In this study we investigate whether social reference systems, such as Facebook ... Expand

Abstract: In this study we investigate whether social reference systems, such as Facebook “likes” (FBLs), promote sales in social commerce, wherein adverse selection and quality uncertainty often severely damage consumer trust and impede efforts to achieve sustainable growth. We also examine the extent to which product characteristics (product uncertainty and product franchising) and deal characteristics (tipping points, discount rates, and deal durations) moderate the social selling stimulated by FBLs. On the basis of 1,327 samples collected from a major social commerce platform provider, we identify several interesting empirical regularities regarding the relationship between FBLs and social commerce sales. The findings suggest that FBLs drive traffic and increase sales. Information technology artifacts and social technologies, such as FBLs, can endow a consumer’s shopping experience with a socialization component and induce social selling in collective buying platforms. Nevertheless, significant variations occur across products and deals. For example, consumers who purchase experience goods more frequently depend on FBLs than do those who buy search goods. FBLs exert a far greater influence on the sales of goods from independent stores than those from franchise chains. Social commerce consumers are unaffected by heavy discount rates as they make purchase decisions, but they extensively rely on FBLs, particularly when purchasing products that have low tipping points. Our results suggest that social commerce can be a powerful marketplace when the economic utility that is driven by price incentives is further strengthened and protected by the social utility that originates from trust and sharing. Collapse

Semantic filters: information integration theory

Topics: social commerce experience good online review Facebook social network

Methods: econometric modeling Yelp review descriptive statistic experimental group product review

Theories: lemon market theory information integration theory
The progression of online trust in the multi-channel retailer context and the role of product uncertainty
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2012 | Decision Support Systems | Citations: 0
Authors: Bock, Gee-Woo; Lee, Jumin; Kuan, Huei-Huang; Kim, Jong-Hyun

Abstract: This research attempts to evaluate the effects of antecedents of online trust in ... Expand

Abstract: This research attempts to evaluate the effects of antecedents of online trust in the context of multi-channel retailers at different phases, taking into consideration the moderating effects of product types. The results reveal that multi-channel retailers' trust is transferred from the offline channel to the online channel. Secondly, the customers' initial interaction with the retailers ameliorates the effects of non-direct experience, such as Internet-based structural assurance and word-of-mouth. With increases in product uncertainty, the effects of word-of-mouth, offline trust, and efficacy of sanctions on online trust are greater for experience products than for search products. Collapse

Semantic filters: information integration theory

Topics: electronic commerce website internet technology systems development word of mouth

Methods: survey partial least squares regression longitudinal research Chow test scale validation

Theories: trust theory information integration theory
Online and Offline Demand and Price Elasticities: Evidence from the Air Travel Industry
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2012 | Information Systems Research | Citations: 75
Authors: Granados, Nelson; Gupta, Alok; Kauffman, Robert J.

Abstract: The Internet has brought consumers increased access to information to make purch ... Expand

Abstract: The Internet has brought consumers increased access to information to make purchase decisions. One of the expected consequences is an increase in the price elasticity of demand, or the percent change in demand caused by a percent change in price, because consumers are better able to compare offerings from multiple suppliers. In this paper, we analyze the impact of the Internet on demand, by comparing the demand functions in the Internet and traditional air travel channels. We use a data set that contains information for millions of records of airline ticket sales in both online and offline channels. The results suggest that consumer demand in the Internet channel is more price elastic for both transparent and opaque online travel agencies (OTAs), in part, because of more leisure travelers self-selecting the online channel, relative to business travelers. Yet, after controlling for this channel self-selection effect, we still find differences in price elasticity across channels. We find that the opaque OTAs are more price elastic than the transparent OTAs, which suggests that product information can mitigate the price pressures that arise from Internet-enabled price comparisons. We discuss the broader implications for multichannel pricing strategy and for the transparency-based design of online selling mechanisms. Collapse

Semantic filters: information integration theory

Topics: internet technology price dispersion price management accounting database system

Methods: econometric modeling instrumental variables estimation econometric model statistical hypothesis test experiment

Theories: information integration theory
Consumer acceptance of service bundles: An empirical investigation in the context of broadband triple play
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2012 | Information & Management | Citations: 4
Authors: Schilke, Oliver; Wirtz, Bernd W.

Abstract: Although offering bundled services promises firms potential synergies in supply ... Expand

Abstract: Although offering bundled services promises firms potential synergies in supply and increased revenues, the realized benefits of such a strategy are highly contingent on consumer acceptance of the bundles. Borrowing from TAM, Information Integration Theory, and the customer value concept, we developed a comprehensive model for consumer acceptance of service bundles, which is divided into four general construct types: service characteristics, usefulness/ease of use, attitude, and behavioral intention. Twelve hypotheses were derived and empirically tested in the context of broadband triple play, the bundled offering of broadband Internet access, Internet telephony, and Internet TV. Based on questionnaire responses from 214 study participants and using PLS for analysis, we found overall support for our research model. We concluded by discussing the academic and managerial value of our research, both in terms of advanced knowledge of service bundle acceptance and the adoption of triple play. Collapse

Semantic filters: information integration theory

Topics: internet technology perceived usefulness perceived ease of use marketing management behavioral intention

Methods: partial least squares regression path analysis PLS tool descriptive statistic factor analysis

Theories: information integration theory technology acceptance model
Exploring the influence of personal schema on trust transfer and switching costs in brick-and-click bookstores
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2011 | Information & Management | Citations: 0
Authors: Lee, Kun Chang; Chung, Namho; Lee, Sangjae

Abstract: Due to competition, most firms try to retain and lock in customers; this is like ... Expand

Abstract: Due to competition, most firms try to retain and lock in customers; this is likely to ensure a greater market profit than that gained by acquiring new customers. While many studies have investigated customer satisfaction and retention in online and offline firms, scant research exists on customer satisfaction and customer retention in the context of brick-and-click firms: i.e., those that conduct business both online and in stores. Such firms encourage trust transfer among their customers. However, most studies have failed to consider the role of personal schema in trust transfer. Based on social exchange, investment, and information integration theories, we analyzed the impact of trust transfer, switching costs, and personal schema on customer satisfaction and repurchase intentions in the context of an offline bookstore that has now launched an online business. Our results indicated that trust transfer and switching costs had a small effect on customer satisfaction and repurchase intentions. Personal schema, however, affected both customer satisfaction and repurchase intention. Collapse

Semantic filters: information integration theory

Topics: customer satisfaction switching cost web application electronic business

Methods: survey multiple regression structural equation modeling partial least squares regression

Theories: information integration theory
Explaining and Predicting the Impact of Branding Alliances and Web Site Quality on Initial Consumer Trust of E-Commerce Web Sites
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2008 | Journal of Management Information Systems | Citations: 0
Authors: Lowry, Paul Benjamin; Vance, Anthony; Moody, Greg; Beckman, Bryan; Read, Aaron

Abstract: Trust is a crucial factor in e-commerce. However, consumers are less likely to t ... Expand

Abstract: Trust is a crucial factor in e-commerce. However, consumers are less likely to trust unknown Web sites. This study explores how less-familiar e-commerce Web sites can use branding alliances and Web site quality to increase the likelihood of initial consumer trust. We use the associative network model of memory to explain brand knowledge and to show how the mere exposure effect can be leveraged to improve a Web site's brand image. We also extend information integration theory to explain how branding alliances are able to increase initial trust and transfer positive effects to Web sites. Testing of our model shows that the most important constructs for increasing initial trust in our experimental context are branding and Web site quality. Finally, we discuss future research ideas, limitations, implications, and ideas for practitioners. Collapse

Semantic filters: information integration theory

Topics: website electronic commerce web application web page accounting

Methods: experiment partial least squares regression structural equation modeling parametric test ANOVA

Theories: information integration theory
Dynamics of Trust Revision: Using Health Infomediaries
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2008 | Journal of Management Information Systems | Citations: 79
Authors: Zahedi, Fatemeh "Mariam"; Song, Jaeki

Abstract: This study explores the process by which trust evolves over time. There have bee ... Expand

Abstract: This study explores the process by which trust evolves over time. There have been a number of studies underscoring the importance of trust in the online environment. However, most trust studies have concentrated on the initial trust, and there is little known about how trust beliefs evolve over time. The dynamics of trust are of particular importance in the use of infomediaries (online information providers), among which health infomediaries are the most important for Web consumers in dealing with their wellness and health issues. We investigate the evolution of trust using the case of health infomediaries. The examination of the temporal changes in trust was carried out through two approaches-comparative statics and dynamic analyses. The research method was laboratory experiment and the data were collected for two episodes of encounters. Two comparative statics models and one dynamic model were estimated in order to examine the parameter changes from one episode of encounter to the next as well as the dynamics of belief changes. The results of analysis show that the structure of trust changes over time and information quality becomes the single most important antecedent in infomediary trust building in the later stages of use. Furthermore, our study also indicates that satisfaction plays an important role in changing Web customers' trust beliefs. Contributions as well as research and managerial implications are discussed. Collapse

Semantic filters: information integration theory

Topics: data quality website electronic commerce electronic health knowledge base

Methods: laboratory experiment experiment structural equation modeling chi squared test factor analysis

Theories: agency theory lemon market theory information integration theory

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Found 10 articles

Offline to online: The impacts of offline visit experience on online behaviors and service in an Internet hospital

S-commerce: Influence of Facebook likes on purchases and recommendations on a linked e-commerce site

Explaining the Impact of Cloud Assurance Seals on Customers’ Perceived Privacy

Thumbs Up, Sales Up? The Contingent Effect of Facebook Likes on Sales Performance in Social Commerce

The progression of online trust in the multi-channel retailer context and the role of product uncertainty

Online and Offline Demand and Price Elasticities: Evidence from the Air Travel Industry

Consumer acceptance of service bundles: An empirical investigation in the context of broadband triple play

Exploring the influence of personal schema on trust transfer and switching costs in brick-and-click bookstores

Explaining and Predicting the Impact of Branding Alliances and Web Site Quality on Initial Consumer Trust of E-Commerce Web Sites

Dynamics of Trust Revision: Using Health Infomediaries