Post-adoption Behavior Research Articles

Exploring the antecedent factors of continuous intention to use mobile money: insights from emerging markets

Purpose The purpose of this study is to examine the factors that may have an influence on the continuous intention to use mobile money as one of the Financial Technology (FinTech) products beyond the COVID-19 pandemic lockdown period. Design/methodology/approach This study has empirically tested the expanded post-acceptance model (Extend-PAM) and the expectation-confirmation model (ECM) to explain the mobile money adoption in Jordan. Data collected were analyzed through partial least squares–structural equation modeling (PLS-SEM). Findings The results mainly showed that the quality of administrative services and trust significantly impact confirmation and perceived usefulness. In addition, perceived security and knowledge of mobile money as one of the FinTech services significantly influence users’ confirmation and perceived usefulness. Also, usefulness and satisfaction influence continuous intention. Significant relationships were noted among confirmation, perceived usefulness, satisfaction and continuous intention to use mobile money. Originality/value This paper integrates two key theories: the expanded post-acceptance model (Extend-PAM) and the expectation-confirmation model (ECM) in the post-adoption behavior of mobile money. Therefore, this study attempts to fill a literature gap by examining the antecedent factors that influence the continuous intention to use mobile money services in the post-consumption stage.

Mobile Apps, Trading Behaviors, and Portfolio Performance: Evidence from a Quasi-Experiment in China

Mobile Apps, Trading Behaviors, and Portfolio Performance: Evidence from a Quasi-Experiment in China How do mobile apps influence individual investors’ financial decisions and performance? This study answers this timely and important question by using rare archival data from a large securities company in China using a sample of 20,665 investors. Authors find that mobile app adoption does not affect investors’ portfolio performance when one examines aggregate impacts using a binary indicator of mobile app use. Their additional analyses suggest that adopting mobile apps results in a noticeable decrease in time constraints, a proxy for transaction friction, and a modest increase in trend-chasing bias, reflecting tendencies toward myopic decision making. Because the reduction in time constraints can benefit investors’ performance, the increase in trend chasing can be detrimental to investors’ performance, these findings explain why mobile app adoption has no overall effect on portfolio performance. Further analyses of adopters’ postadoption behaviors provide interesting insights and show that the mobile app usage intensity has an inverted U–shaped relationship with portfolio performance. The results are robust to using different samples or excluding high market volatility periods and by using a variety of methods, such as propensity score matching, dynamic matching, stacked difference-in-differences, or an instrumental variable approach.

Summoning food at the push of a button: the interplay of religiosity, involvement and commitment in post-adoption behaviors

Purpose This paper aims to examine desirable post-adoption outcomes related to food delivery apps using the involvement-commitment model (ICM) and the boundary of (Islamic) religiosity, which is an important facet of communities in many parts of the world today. Importantly, the study provides an in-depth understanding of the boundary role of religiosity in the links between involvement, commitment, resistance to negative information and advocacy intention in relation to food delivery app use. Design/methodology/approach Data collected from 498 respondents in Saudi Arabia was used to test the research hypothesized model. Findings The results from the partial least squares structural equation modeling technique lend credence to past research calling for the contextualization of theories, especially since this paper find religiosity to be an important boundary condition to the ICM in relation to food delivery apps in an Arab nation. Originality/value This paper focuses specifically on the ICM and the boundary of (Islamic) religiosity. The cardinal contribution of this study, therefore, lies in the contextualization of ICM within the Arab world concerning post-adoption behavior related to food delivery apps. To the best of the authors’ knowledge, this is likely the first study to do so in the marketing, hospitality and technology-based literatures.

Do AI-powered digital assistants influence customer emotions, engagement and loyalty? An empirical investigation

PurposeDigital voice assistants (DVAs) are revolutionising consumers’ interactions with technology and businesses. Whilst research on the adoption of these devices is rapidly expanding, few have explored post-adoption behaviour. To fill this gap, we investigate how functionality and human-like features shape customers’ emotions, engagement and loyalty towards DVAs.Design/methodology/approachThe data were collected through a self-administered online survey from 509 DVA users. Structural equation modelling was employed for data analysis.FindingsThe results reveal that distinct human-like and functional factors of DVA independently explain customers’ positive emotions and engagement with DVAs. Positive emotions and engagement significantly impact customer loyalty to DVAs. The study shows that localisation of DVAs has a significant positive moderating influence on the service experience-customer engagement relationship but a negative moderating influence on the anthropomorphism-customer engagement relationship.Originality/valueUnlike previous research, this study contributes to the literature by delving into post-adoption phenomena. It explains how DVAs’ human-like and functional attributes drive customers’ positive emotional responses, engagement and loyalty towards DVAs. The findings not only unveil new insights into the moderating role of localisation but also provide a crucial understanding regarding the boundary conditions of the influence of anthropomorphism and service experience on customer engagement.

The impact of usability factors on continuance intention to use the system for acquisition and evaluation of digital competences in the domain of education

Built on a stream of literature that has identified a lack of studies that examine the post-adoption behavior of information systems (IS) users, and especially, in relation to the usability of systems that support teaching and learning processes, this paper proposed an usability-extended Expectation-Confirmation Model (ECM) to determine the variables that impact users' continuance intention to use the system for acquisition and evaluation of digital competence (DC) – the CRISS platform. The model was tested using a cross-sectional survey instrument on 353 primary and secondary school teachers in six European countries who participated in the ongoing pilot project and used the CRISS platform. Findings provided solid support for theoretical relationships posited in the original ECM. Furthermore, the continuance intention of the CRISS platform in the model was directly driven by teachers’ levels of satisfaction, perceived usefulness and perceived efficiency, and indirectly through satisfaction by perceived effectiveness. However, the level of computer skill and duration of use, expressed in hours per week, did not moderate the satisfaction-continuance intention relationship.

Livestreaming as the next frontier of e-commerce: A bibliometric analysis and future research agenda

The prominence of livestreaming within the business sector has been on the rise, yielding a transformative impact on the retailing and service landscape. Livestreaming has evolved into an ever-interactive platform tailored for commerce purposes. This study systematically monitors the research dynamics revolving livestreaming by delineating the progression and diffusion of key topics, influential authors, and notable publications. Utilizing the Scopus and Web of Science databases, this study applied bibliometric techniques to extract insights concerning livestreaming research through (1) identifying countries, journals, authors, and publications making exceptional contributions, (2) examining co-citations and co-occurrence networks, (3) extracting prevalent keywords from previous studies, and (4) discerning thematic trends. The study identifies noteworthy gaps in the existing livestreaming literature, encompassing areas such as cross-cultural studies, differentiation of products across various livestreaming platforms, post-adoption behavior, dark sides of livestreaming, and issues related to intellectual property. Subsequently, the study puts forth a cohesive future research agenda addressing these identified gaps.

What affects the promoting intention of mobile banking services? Insights from mining consumer reviews

Unlike adoption intention, the post-adoption intention of mobile banking (m-banking) services has not been extensively investigated. Most extant studies predicted usage continuance intention as a post-adoption behaviour. However, existing consumers' promoting intention is yet to be explored. This study attempts to address the concerns of technology-resisting consumers in India who seek signals from existing consumers which can change their perception towards m-banking adoption. We adopt the Expectation Disconfirmation Theory and Thatcher's framework to understand the cognitive factors induced by m-banking services which affect consumers' post-exposure behaviour. Using natural language processing, we identify the relevant factors by mining a total of around 157 thousand and 190 thousand consumer reviews from Google play store and Apple app store on PhonePe and Paytm respectively, two extensively used m-banking apps in India. We craft a unique framework by mapping these factors to theoretical lexicons. We use multiple ordinal regression models to confirm how these factors affect the promoting intention of m-banking services. We find perception of resources, internet anxiety from cyberthreats, technology-trusting performance, and intention significantly influence the promoting intention for PhonePe, whereas, technology-trusting expectation too impact the promoting intention for Paytm. Apart from the technology-resisting consumers, our findings can also help the mobile banking service providers improving their services, enhancing markets, and gaining more customers.

User Experience (UX) Components of Mobile Wallets Influencing the Post-adoption Behavior of Millennials in the National Capital Region (NCR) of the Philippines

The rapid growth and development of the Internet have changed how people use technology and commerce. Although mobile wallets have become increasingly popular, there is still a lack of research regarding the future viability of the market's adoption of mobile wallets in light of potential risks and emerging alternative concepts. With this, this research investigated how millennials' post-adoption behavior is influenced by the user experience (UX) components in mobile wallet applications, focusing on Filipino millennials. This quantitative study used a descriptive correlational research design to survey 200 regional-based millennials from a population of 1,383,672 mobile wallet users. This study addressed this gap by identifying six vital UX components: aesthetic appeal, security and reliability, ease of use, convenience, information accuracy, and speed and efficiency. Data collection involved an online questionnaire on digital platforms, ensuring data reliability through rigorous testing. Advanced statistical tools, including regression analysis and Partial Least Squares Structural Equation Modeling (PLS-SEM), were utilized for analysis. Despite recognizing the positive contribution of the other components in influencing post-adoption, results have shown that only two, security and reliability and ease of use, of the six identified UX components significantly influence Millennial users' post-adoption behavior towards mobile wallet applications. This result may align with the subject's primary purpose, usage, and motivation, as well as the direct influence of the components on trust, daily utility, risk reduction, competitiveness, regulatory adherence, and user preference adaptation.

Continuous Use of Mobile Banking Applications: The Role of Process Virtualizability, Anthropomorphism and Virtual Process Failure Risk

Aim/Purpose: The research aims to investigate the factors that influence the continuous use of mobile banking applications to complete banking monetary transactions. Background: Despite a significant increase in the use of mobile banking applications, particularly during the COVID-19 pandemic, new evidence indicates that the use rate of mobile banking applications for operating banking monetary transactions has declined. Methodology: The study proposed an integrated model based mainly on the process virtualization theory (PVT) with other novel factors such as mobile banking application anthropomorphism and virtual process failure risk. The study model was empirically validated using structural equation modeling analysis on quantitative data from 484 mobile banking application users from Jordan. Contribution: The study focuses on continuing use or post-adoption behavior rather than pre-adoption behavior. This is important since the maximum and long-term viability, as well as the financial investment in mobile banking applications, depend on regular usage rather than first-time use or initial experience. Findings: The results indicate that process virtualizable and anthropomorphism have a strong positive impact on bank customers’ decisions to continue using mobile banking applications to complete banking monetary transactions. Meanwhile, the negative impact of virtualization process failure risk on continuous use has been discovered. The found factors explain 67.5% of the variance in continuous use. Recommendations for Practitioners: The study identified novel, significant factors that affect bank customers’ decisions to use mobile banking applications frequently, and these factors should be examined, matched, satisfied, or addressed when redesigning or upgrading mobile applications. Banks should provide users with clear directions, processes, or tutorials on how to complete monetary transactions effectively. They should also embrace Artificial Intelligence (AI) technology to improve their applications and products with anthropomorphic features like speech synthesizers, Chatbots, and AI-powered virtual bank assistants. This is expected to help bank customers conduct various banking services conveniently and securely, just as if interacting with real people. The study further recommends that banks create and publish clear norms and procedures, as well as promote tolerance and protect consumers’ rights when the process fails or mistakes occur. Recommendation for Researchers: The study provides measurement items that were specifically built for the context of mobile banking applications based on PVT notions. Researchers are invited to reuse, test, and modify existing measurement items, as well as submit new ones if necessary. The study model does not consider psychological aspects like trust and satisfaction, which would provide additional insight into factors affecting continuing use. Researchers could potentially take a different approach by focusing on user resistance and non-adoption. Impact on Society: Financial inclusion is problematic, particularly in underdeveloped nations. According to financial inclusion research, Jordanians rarely utilize mobile banking apps. Continuous usage of mobile banking applications will be extremely beneficial in closing the financial inclusion gap, particularly among women. Furthermore, it could help the country’s efforts to transition to a digital society. Future Research: The majority of study participants are from urban areas. Future studies should focus on consumers who live in rural areas. It was also suggested that the elderly be targeted because they may have different views/perspectives on the continued use of mobile banking applications.

Nexus Among Online Banking Services, Perceived Value and Consumer’s Post-Adoption Behaviour

Nexus Among Online Banking Services, Perceived Value and Consumer’s Post-Adoption Behaviour

A multi-theoretical view on social media continuance intention: Combining theory of planned behavior, expectation-confirmation model and consumption values

This research introduces an innovative multi-theoretical model that combines Expectation-Confirmation Theory, Theory of Consumption Values, and Theory of Planned Behavior.The model sheds light on the intricate determinants influencing users' intentions to continue engaging with social media platforms as a post-adoptive behavior. Drawing upon data collected from 425 valid survey responses, this study affirms the effectiveness of this combined model in predicting users' intentions to persist in using social media and emphasizes the central importance of the Theory of Planned Behavior constructs. The theory of Planned Behavior emerges as the primary driver shaping users' intention for continued social media use, surpassing the significance of the Theory of Consumption Values and Expectation-Confirmation Theory constructs. Furthermore, this study enriches our comprehension of the profound importance of all types of consumption values in the social media context, unveiling a hierarchy of these values and their varying impact on users' intentions to maintain their social media engagement. By embracing users' perspectives across a diverse array of social media platforms, this research enhances the generalizability and applicability of its findings, ensuring their relevance in diverse social media contexts. Additionally, the study delves into the moderating role of social media experience, unveiling intriguing dynamics in user behavior and elucidating the distinctions between experienced and less experienced users in their social media usage patterns. The paper explores the theoretical, methodological, practical, and social implications of these findings.

Tourists’ Value Co-Creation With Service Robots: Antecedents and Mechanisms

Recent research on the use of robotics in hospitality and tourism has called attention to tourists’ post-adoption behavior, including value co-creation. Guided by the stimulus–organism–response (SOR) framework, a mixed-method study was conducted to explore the antecedents and mechanisms of tourists’ value co-creation behavior with robots. Qualitative interviews revealed robots’ anthropomorphism and economic rewards as tourists’ key concerns regarding robot-provided services. Subsequently, partial least squares structural equation modeling was employed to investigate how robot service attributes influenced tourist–robot co-creation, including participation and citizenship behaviors, and enhancing tourists’ experiences at tourist attractions. Findings indicated that three types of perceived experiential value fully mediated the relationships between robots’ degree of anthropomorphism and tourists’ value co-creation behavior, as well as between economic rewards and participation behavior. However, the relationship between economic rewards and citizenship behavior was partially mediated. Theoretical and practical implications are discussed.

An Integrated Model for Information Adoption&Trust in Mobile Social Commerce

ABSTRACT Despite the growing importance of mobile social commerce (ms-commerce), little research has been conducted on the effects of informational and social factors on users’ post-adoption behavior. We, therefore, build on the understanding of mobile social commerce in the UK market and how it affects users’ post-adoption behaviors. Our theoretical model leverages the information adoption model, social support theory, and social influence theory. Data was gathered from 377 ms-commerce users from the UK and analyzed via Partial Least Squares (PLS-SEM). The research findings show that both informational and social factors have a positive impact on information adoption in ms-commerce apps. Furthermore, information adoption has a positive impact on trust, which leads to ms-commerce purchase intention, ms-commerce continuance intention, and willingness to share an ms-commerce experience.

Investigating challenge and hindrance appraisals of enterprise social media use among hospitality employees: A technostress perspective

The enterprise social media (ESM) serves as a crucial means to enhance coordination within the organization. However, the impact of ESM is not always beneficial. This study examines the double-edged sword effect of ESM through investigating the impact of ESM technostressors on hospitality employees' post-adoption behaviors. Adopting a mixed-methods design, this study firstly identified five dimensions of ESM technostressors, and then empirically examined how and why ESM technostressors influence hospitality employees' routine use and innovative use behaviors of ESM. The effect of management support as the boundary condition is also investigated. Findings suggest that the persistence, work connectivity, and visibility of ESM promote hospitality employees' routine use and innovative use by facilitating challenge technostress appraisal, while role conflict and emotion interruption of ESM negatively influence hospitality employees’ routine use through enhancing hindrance technostress appraisal. Furthermore, management support can help mitigate the negative impacts of ESM technostressors.

An Experimental Study to Examine Relationships Between IT Identity and Users’ Post-Adoption Behaviors for Different Types of Health Applications

ABSTRACT This study investigates whether types, purposes, and contexts of using an app affect the relationships between Information technology (IT) identity and post-adoption behaviors. We designed four experiments to examine the effects of IT identity on positive use behaviors for four groups of health-apps (i.e. managing chronic physical diseases, health-related habits, mental disorders, and diet/fitness). Results suggest that these relationships vary by the interaction between the purpose of using a health app and seven moderating factors.

Examining the Determinants of Mobile Banking App Continuance Intention in India: An Extension of the IS Success Model

This research investigates the factors that influence the post-adoption behavior of users of mobile banking applications, i.e., continuance intention. A research framework was proposed by extending the IS success model in the context of post-adoption behavior of mobile banking app users. A sample of 345 current users of mobile banking applications was selected using convenience sampling. Service quality, information quality, system quality, perceived risk, and perceived trust substantially affect customer satisfaction. Satisfaction has mediated the relationship between these indicators and the desire to continue using mobile banking services in India. Moreover, the key drivers of mobile banking continuation intention were service quality, perceived risk, trust, and satisfaction.

User Satisfaction and Dissatisfaction: Bipolar versus Unipolar Conceptualizations

ABSTRACT User satisfaction is a longstanding determinant of information systems (IS) post-adoption continuance intention. Traditionally, user satisfaction has been conceptualized as a bipolar continuum, stretching from high dissatisfaction to high satisfaction, with neutrality as a midpoint. This view may limit the effectiveness of user satisfaction measurements as it implies that users cannot experience mixed feelings of satisfaction and dissatisfaction. However, users often have simultaneous mixed feelings. By considering user satisfaction and dissatisfaction as separate unipolar dimensions, each ranging from neutral to high, we address the limitation of the bipolar approach. Data collected from an online survey supports this unipolar perspective, enabling the representation of mixed feelings and mitigating the limitations of the bipolar view. Furthermore, both user satisfaction and dissatisfaction uniquely contribute to continuance intention, broadening our understanding of user post-adoption behavior. This study paves the way for future research on the antecedents and consequences of user satisfaction and dissatisfaction.

E-wallet and Women in India

The post-pandemic era witnessed an upsurge in digital wallet usage. The purpose of this cross-sectional study is to empirically examine the factors influencing the post-adoption intention of e-wallet users among Indian women and the digital divide across age groups. Validated questionnaires were used to collect data from female respondents across India. Path analysis using structural equation modelling was used to examine the driver of continuous intention for e-wallets, and the study demonstrates that user satisfaction and the perceived security and usefulness of e-wallets had a significant impact on post-adoption behaviour among women. Perceived confirmation, usefulness, and trust influence user satisfaction among women. However, contrary to expectations, the study found no significant difference in the continuous adoption behaviour of different age groups of urban women, indicating a lack of digital divide among urban women across age.

Why do bank customers switch? A systematic literature review

PurposeThe digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer empowerment through high accessibility of information on the internet, this has led to a phenomenon known as switching behavior. The purpose of this review is to examine the determinants governing switching behavior among bank customers. This review highlights the importance of research which looks beyond pre-adoption behavior by examining post-adoption behavior; what happens after initial technology acceptance.Design/methodology/approachThis review examines 44 journal articles researching switching behavior published between 1995 and 2022 in top journals. From a synthesis of literature, a conceptual framework for analysis and understanding switching behavior is presented.FindingsAlthough various scholars have investigated switching behavior among bank customers, there are few studies which provide a comprehensive review and research classifications in this area. This review classifies key determinants of switching behavior into socio-demographic factors, situational triggers, influential triggers and reactional triggers. Structural equation modelling is the most common research methodology utilized in reviewed articles. The literature review reveals that mediators and moderators are less commonly deployed compared to determinants. Findings also indicate switching behavior studies still lack theory-driven conceptual frameworks.Originality/valueThis paper is the first systematic literature review on switching behavior research among bank customers spanning across 28 years in top academic journals. It integrates insights from 44 relevant research papers through publication trends. This review identifies key research gaps and provides future research directions.

Fitness Use Innovativeness, Usage Patterns and Revisit Intention: The Moderating Role of Other-Efficacy.

Extant research has confirmed the importance of consumer innovativeness toward innovation adoption, but relatively little is known about the relationship between fitness use innovativeness, post-adoption behavior and the moderating role of fitness consumer's efficacy belief. This study aims to examine the moderating role of other-efficacy on the relationships between the fitness player's usage patterns (usage variety and usage frequency) under the influence of use innovativeness, and revisit intention within the context of fitness services. This study utilizes the diffusion model for conceptual development. The proposed hypotheses are empirically tested using fitness players from a public sports center. There were 205 valid questionnaires obtained for quantitative data analysis. The findings confirm that the fitness player's use innovativeness has a direct impact on usage variety and usage frequency, while the player's training partner efficacy positively moderates the usage patterns and revisit intention. Based on the extent of fitness use innovativeness and training partner efficacy, we categorize fitness customers into four segments. The managerial implications for each segment are then discussed.