Antecedents Of Customers Research Articles

Gender Differences in Advanced Mobile Services Acceptance

By stating that the antecedents of customers´ intentions to use mobile services should be studied across service categories and gender differences, the purpose of this article is to investigate the validity and differential predictive power of a model that explain acceptance of several mobile services across male and female customers. This study contributes to the emerging but limited body of research on consumer adoption of advanced mobile services by addressing several critical issues. First, the present paper focuses on two mobile services, namely m-location and m-social media, as they are considered as the new age of advanced mobile services. Furthermore, we include gender as a moderator variable. A theoretical model is proposed and tested in a sample of 429 Dutch consumers. Results from structural modeling equations show that the factors explaining the acceptance of m-location and m-social media services differ. Second, gender moderating effect has been found significant as gender differences exist in the strength of various paths. In addition to its theoretical contributions, this research presents important practical contributions. In particular, practitioners can gain valuable insights into the driving forces of mobile services.

Antecedents of Technology-Based Self-Service Acceptance: A Proposed Model

Technology-based self-service (TBSS) facilities have been widely implemented in the service industry, and it is therefore vital to understand how customers arrive at decisions to adopt them. This article presents and tests a model assessing the antecedents of customers' acceptance of TBSS facilities by merging the technology acceptance model (TAM) with self-service attributes. The findings show that intention to use TBSS facilities is an ultimate function of customers' perceived usefulness of the self-service technology, their attitude towards using it, and their perceived enjoyment of using it. Managers who wish to employ TBSS should therefore first obtain a good understanding of the factors that drive their customers' attitude towards the self-service. They should investigate how to make the self-service more enjoyable in addition to focusing on the traditional usability and usefulness-enhancing features. Recommendations for future research are also provided.

Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers

Purpose The purpose of this study was to explore the moderating effects of heavy versus light shoppers on antecedents of customer’s satisfaction and loyalty toward an Internet retailer.

패션매장에서의 고객참여에 관한 연구

The current research investigates customers` voluntary participation, using a sample of 446 consumers who visit fashion retail stores. The main focus of this study is to test a social exchange CVP model, including three antecedents of customers` perceived justice through mediators of service satisfaction and brand commitment. In support of the proposed model, I identify fully mediated relationships from interactional justice to the three CVP via service satisfaction and brand commitment and partially mediated relationship from distributive justice to the three CVP through brand commitment. No mediated relationship found for procedural justice neither through service satisfaction nor brand commitment to the CVP behaviors. The results generally support that the significantly indirect effects of perceived justice to the three CVP and satisfaction and commitment are the important mediators in between. The concept of justice can be interpreted in light of the normative value of social exchange relationship.

Antecedents of Customers' Desired Value Change in a Business-to-Business Context: Theoretical Model and Empirical Assessment

ABSTRACT Anticipating the value that key customers will want in future becomes a matter of survival in an increasingly dynamic environment. An essential part of predicting customers' desired value change (CDVC) involves identifying the reasons behind the phenomenon. In the present study, we examine CDVC antecedents by developing and empirically testing a conceptual model in a business-to-business context involving professional services in the field of information and communication technology (ICT). Grounded on a “top-down” view of the customer value hierarchy (Woodruff 1997), our results show that changes in customers' desired end-states are concomitant with changes in both desired consequences and desired attributes. We further observe that end-state desires shift even more as customer firms make more organizational changes and their financial performance declines. Lastly, our results show that organizational changes are a mediating variable between changes in the external environment (i.e. dynamism) and changes in desired end-states. This study is meant as further theoretical and empirical support for the outcomes of previous exploratory research on CDVC.

Responsiveness: Emotion and Information Dynamics in Service Interactions

This research poses the following basic research question: What is the value of emotional and informational responsiveness in service interactions and what are their antecedents? Through a cross-sectional study of 250 service interactions, this dissertation provides evidence regarding individual and environmental differences in emotional and informational responsiveness in service interactions. The research design is multi-method and field-based. The data include transcribed and coded audio recordings of the service interactions, as well as surveys and standardized tests of individual service representatives. In addition to the recordings, organizational and customer evaluations of the interactions are used to answer the research questions. Participant observation and focus groups are used to get a richer sense of the nature of the work in general, and of the emotional and informational labor performed. In preliminary analyses, tests of the models of the antecedents and outcomes of emotional and informational responsiveness explain between 18% and 48% of the variance in service quality and duration of the interaction. Interesting differences between antecedents of customer rated quality and organization rated quality are identified.