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1.
Abuse of information entrusted to organizations can result in a variety of privacy violations and trust concerns for consumers. In the event of violations, a social media brand or organization renders an apology – a form of social account – to alleviate users’ concerns and maintain user membership and engagement with the platform. To explore the link between apology offered by a social media brand or organization and the users’ trust dynamics in the brand’s services, we study how organizational integrity can contribute to reducing individuals’ privacy concerns whiles increasing or repairing their trust. Drawing on organizational behavioral integrity literature, our proposed research model suggests that the persuasiveness of an apology following a data breach affects users’ trust or spillover trust through their perceptions of the degree of alignment between the words in the apology and the actions of the violating entity. Based on a survey of Facebook users, our findings show that persuasiveness of an apology has a significant impact on users’ perceptions of the alignment between the social media brand’s (i.e. Facebook) words and subsequent actions. These perceptions impact social media brand trust (i.e. users’ trust in Facebook and allied services such as Instagram). We also find that, post data breach incidence, while integrity of the social media organization partially mediates the relationship between persuasive apology and users’ trust, it fully mediates the relationship between the persuasive apology and the privacy concerns expressed by the users. However, users’ privacy concerns do not contribute much to the repair of trust needed to maintain their membership. 相似文献
2.
《International Journal of Information Management》2016,36(3):284-296
With the proliferation of e-commerce, a large part of online shopping is attributed to impulse buying. Hence, there is a particular necessity to understand impulse buying in the online context. Impulse shoppers incline to feel unable to control their tendencies and behaviors from various stimuli. Specifically, online consumers are both the impulse shoppers and the system users of websites in the purchase process. Impulse shoppers concern individual traits and system users cover the attributes of online stores. Online impulse buying therefore entails two key drivers, technology use and trust belief, and the mediator of flow experience. Grounding on flow experience, technology-use features, and trust belief, this study proposes a novel research model to examine impulse buying behavior in a complete manner. Data were collected from an online survey. Data analysis considers structural equation modeling technique with formative structure. Empirical results showed that flow experience is an important factor to affect impulse buying from its original drivers. Trust belief is also critical to impulse buying as perceived usefulness is not. Implications for managers and scholars are further discussed. 相似文献
3.
Complaint behaviors are critical to maintaining customer loyalty in an online market. They provide insight into the customer's experience of service failure and help to redress the failures. Previous studies have shown the importance of customer satisfaction as a mediator for complaint intentions. It is important to examine the antecedents of customer satisfaction and its link to complaint intentions. Online shoppers are both buyers of products/services and users of web-based systems. Trust also plays a critical role in forming a psychological state with positive or negative feelings toward e-vendors. In this context, there are three major concerns: justice, technology and trust. This study proposes a research model to combine these issues, in order to investigate complaint intentions. Data were collected from an online survey wherein subjects were encouraged to reflect on recent service failure experiences. The results from testing a structural equation model indicate that distributive and interactional justice contribute significantly to customer satisfaction and, in turn, to complaint intentions, but procedural justice does not. Technology-based features and trust are also important in determining the two target variables. The implications for managers and scholars are also discussed. 相似文献
4.
顾客担心个人隐私信息得不到有效保护是其不愿意使用网络银行的主要原因之一。研究表明,在网站上张贴隐私协议和隐私印章,能提高顾客对网络商家的信任和使用意愿。为此,本文以网络银行为研究背景,以理性行为理论为基础,探究隐私协议、隐私印章对我国网络银行顾客信任及其使用意向的影响作用,并应用结构方程方法进行实证研究。通过对198个有效调查样本的研究结果表明:隐私协议、隐私印章两者既会直接正向影响顾客对网络银行的信任和使用意向,又会通过信任这一中介变量,对顾客的使用意向产生间接正向影响。 相似文献
5.
Social commerce (s-commerce) has become increasingly impactful to e-commerce and has generated potential economic benefits. With the rise of online privacy concerns, we have seen the need to explain how concerns about privacy affect consumers’ social interaction behavior and purchase decision-making on s-commerce sites. Synthesizing the privacy-trust-behavioral intention (PTB) and consumer decision-making models, this study proposes a comprehensive model by specifically refining its privacy and trust from an institutional perspective and investigating the influences of social interaction on purchase intention and actual purchase behaviors. Our results found that institutional privacy assurance positively influences institutional-based trust, which, in turn, affects online social interactions, and consequently increases the likelihood of product purchases on s-commerce sites. Theoretical development of this research contributes to both marketing and information systems disciplines in the social media era. 相似文献
6.
Requesting personal information in frontline service encounters raises privacy concerns among customers. The proximity contact tracing that occurred during the COVID-19 pandemic provides an intriguing context of information requests. Hospitality venues required contact tracing details from customers, and customer cooperation varied with concerns about privacy. Drawing on gossip theory, we investigate the roles of businesses’ data privacy practices and government support in driving customers’ responses to contact tracing. Our findings show that perceived transparency of a business’s privacy practices has a positive effect on customers’ commitment to the business, while perceived control exerts a negative effect on commitment. These effects are mediated by customers’ information falsification rather than disclosure, because the former is a sensitive behavioral indicator of privacy concerns. The results also reveal the moderating roles of government support. This research contributes to the customer data privacy literature by demonstrating the distinct effects of perceived transparency and control on commitment and revealing the underlying mechanism. Moreover, the research extends the conceptual understanding of privacy practices from online contexts to face-to-face contexts of frontline service. The findings offer implications for the management of customer data privacy. 相似文献
7.
[目的/意义]信息隐私关注和信任是影响智能手机用户的个人信息安全行为的重要因素,对智能手机用户的信息隐私关注和信任与其个人信息安全行为意向关系的探讨有助于更好地理解智能手机用户的信息安全行为。[方法/过程]本文引入以往经验变量,构建了智能手机用户信息隐私关注、信任与其信息安全行为意向之间的作用模型,通过调查问卷收集数据,并利用SmartPLS2.0进行验证。[结果/结论]研究发现：智能手机用户的信息隐私关注对其信息安全行为意向具有正向作用;用户对智能手机生产商和服务商的信任在信息隐私关注和信息安全行为意向之间起到中介作用;智能手机用户信息安全方面的以往经验对其信息隐私关注、信任和信息安全行为意向起正向作用。 相似文献
8.
《International Journal of Information Management》2017,37(6):673-683
With the rapid development of information technology, customers not only shop online—they also post reviews on social media. This user-generated content (UGC) can be useful to understand customers’ shopping experiences and influence future customers’ purchase intentions. Therefore, business intelligence and analytics are increasingly being advocated as a way to analyze customers’ UGC in social media and support firms’ marketing activities. However, because of its open structure, UGC such as customer reviews can be difficult to analyze, and firms find it challenging to harness UGC. To fill this gap, this study aims to examine customer satisfaction and dissatisfaction toward attributes of hotel products and services based on online customer textual reviews. Using a text mining approach, latent semantic analysis (LSA), we identify the key attributes driving customer satisfaction and dissatisfaction toward hotel products and service attributes. Additionally, using a regression approach, we examine the effects of travel purposes, hotel types, star level, and editor recommendations on customers’ perceptions of attributes of hotel products and services. This study bridges customer online textual reviews with customers’ perceptions to help business managers better understand customers’ needs through UGC. 相似文献
9.
Recent privacy-related incidents of mobile services have shown that app stores and providers face the challenge of mobile users’ information privacy concerns, which can prevent users from installing mobile apps or induce them to uninstall an app. In this paper, we investigate the role of app permission requests and compare the impact on privacy concerns with other antecedents of information privacy concerns, i.e., prior privacy experience, computer anxiety, and perceived control. To test these effects empirically, we conducted an online survey with 775 participants. Results of our structural equation modeling show that prior privacy experience, computer anxiety, and perceived control have significant effects on privacy concerns. However, concerns for app permission requests have approximately twice as much predictive value than the other factors put together to explain mobile users’ overall information privacy concerns. We expect that our findings can provide a theoretical contribution for future mobile privacy research as well as practical implications for app stores and providers. 相似文献
10.
【目的/意义】在APP隐私泄露问题日趋严峻的环境下,移动应用提供的隐私设置功能为用户保护自身的隐
私信息提供了一种重要的途径,了解哪些因素会影响以及如何影响移动应用APP用户的隐私设置行为,有利于加
强用户个人隐私保护和改进隐私设置功能。【方法/过程】本研究基于保护动机理论与社会认知理论的基本思想,提
出七个条件变量并采用问卷调查法搜集数据,然后使用模糊集定性比较分析法对条件变量与用户隐私设置行为结
果变量之间的多元因果路径进行分析。【结果/结论】用户主体因素（感知风险、感知隐私控制、隐私关注和行为效
益）是用户隐私设置行为产生的必要条件;同时,用户隐私设置行为的条件组合路径包括了政策保障缺失型和隐私
泄露负面经历驱动型等五条不同路径。【创新/局限】研究问题和研究思路具有一定创新性,例如关注移动APP用户
隐私信息设置行为及其多元因果路径关系,但是也存在着研究变量数量较少,样本抽样方法值得改进等不足。 相似文献
11.
交易经验在平台式网购顾客满意度评价中的调节作用 总被引：1，自引：0，他引：1
构建并检验了交易经验在平台式网购环境下对网络零售质量、购物价值与顾客满意度关系的调节作用概念模型。实证结果显示:网络零售质量的不同维度对购物价值和满意度有不同的影响作用;网购者的功能价值感知对满意度的影响作用因交易经验不同而存在显著差异。在此基础上,提出了管理启示、研究局限及未来研究方向。 相似文献
12.
The paramount importance for mobile retailers, expecting higher sales and cost savings is customer retention. Though previous studies have explored various nuances of customer behaviour towards mobile commerce applications, this study majorly aims to understand the drivers of repurchase intention and satisfying experience in an m-commerce shopping environment. The study follows the stimulus-organism-response (S-O-R) theoretical approach. A cross-sectional design was adopted for this study involving data from 420 regular mobile shoppers in India through a non-probabilistic sampling procedure. The collected data were later analysed using structural equation modeling. The results indicate perceived ubiquity and m-commerce app incentives as two strongest predictors of impulsiveness and perceived value respectively. It was further observed that impulsiveness negatively affects consumers repurchase intention but positively enhances the satisfying experience, whereas perceived value favourably affects both the variable. The study contributes in various ways; first, a holistic model using the S-O-R framework is a new addition in literature ground; second, the extra focus on the construct satisfying experience will give a larger understanding to optimise the m-commerce applications efficiently. Moreover, the study also presents managerial implications for practitioners working in areas related to m-commerce. 相似文献
13.
With the prevalence of social media and social networking, social commerce is becoming increasingly popular in both business and research areas. As in other types of e-commerce context, trust is also indispensable in social commerce. In this study, two types of trust have been discussed. This study represents an initial attempt to provide an integrated view of particularized trust in social commerce, including particularized trust antecedents, trust transfer and trust performance, so as to promote trust formation in social commerce. Using data collected from 614 social commerce users, we demonstrate that trust disposition, quality-assured shared information, familiarity and endorsement by other members are four antecedents of particularized trust. The results also indicate particularized trust can be transferred into system trust, and particularized trust only exerts positive effect on social WOM intention while system trust only exerts positive effect on social shopping intention. Furthermore, we prove perceived similarity can strengthen the relationship between trust disposition and particularized trust as well as the relationship between quality-assured shared information and particularized trust. 相似文献
14.
Advances in information and communication technologies (ICT) have led to the revolution in retail industry through integrating multiple available channels to enhance seamless customer experience, promoting a shift from multichannel to omnichannel business. This phenomenon has gained increasing attention in both academia and industry due to growing challenges to serve customers effectively. This study adopted a mixed-method approach to firstly conceptualize omnichannel customer experience and develop a survey instrument. Then, this study draws on the innovation diffusion theory to develop a nomological model that posits perceived compatibility and perceived risk as key linking mechanisms between omnichannel experience and omnichannel shopping intention. To achieve our research objective, we collected two data sets including pretest (n = 141) and model test (n = 377). We found that the constructs that represented our omnichannel experience conceptualization were good predictors of perceived compatibility and perceived risk, which further impact customers’ shopping intention. This study provides a rich conceptualization of an instrument for omnichannel customer experience that can serve as a springboard for future research to investigate the antecedents and impacts of omnichannel experience and can be used as a guide to design effective omnichannel retailing strategy. 相似文献
15.
Video conferencing (VC) applications (apps) have surged in popularity as an alternative to face-to-face communications. Although VC apps offer myriad benefits, it has caught much media attention owing to concerns of privacy infringements. This study examines the key determinants of professionals’ attitude and intentions to use VC apps in the backdrop of this conflicting duality. A conceptual research model is proposed based on theoretical foundations of privacy calculus and extended with conceptualizations of mobile users’ information privacy concerns (MUIPC), trust, technicality, ubiquity, as well as theoretical underpinnings of social presence theory. Structural equation modeling is used to empirically test the model using data collected from 484 professionals. The study offers insights regarding the trade-offs that professionals are willing to make in the face of information privacy concerns associated with VC apps. Based on the findings, the study emphasizes the promotion of privacy protection at the organizational level, control mechanisms that motivate employees to actively engage in privacy protection behavior, and a multi-faceted approach for data transparency within the VC app platforms. 相似文献
16.
Jae Ik Shin Ki Han Chung Jae Sin Oh Chang Won Lee 《International Journal of Information Management》2013
We performed a study to determine the influence that site quality has on repurchase intention of Internet shopping through customer satisfaction, customer trust, and customer commitment. Appropriate measures were developed and tested on 230 university students of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. The results of the empirical analysis confirmed that site quality can be conceptualized as a composite of six dimensions of shopping convenience, site design, information usefulness, transaction security, payment system, and customer communication. Second, site quality positively affected customer satisfaction and customer trust, but did not affect customer commitment and repurchase intention. Third, site quality can affect repurchase intention by enhancing or attenuating customer satisfaction, customer trust, and customer commitment in online transaction situation. The mediating effect of customer satisfaction, customer trust, and customer commitment between site quality and repurchase intention is identified. Fourth, site quality indirectly affected customer commitment through customer satisfaction. Customer satisfaction indirectly affected repurchase intention through customer trust and customer commitment. Thus, it is found that site quality can be a very important factor to enhance repurchase intention in the customer perspective. 相似文献
17.
基于企业非授权信息使用在手机购物APP情境下对消费者的影响,根据收集的269份消费者问卷,对提出的概念模型与研究假设进行检验。研究结果显示,非授权信息使用会增加消费者感知的信息脆弱性,而信息脆弱性则会促进消费者的转换行为;另外,信息设置有效性和信息政策有效性都可以减弱信息脆弱性与转换行为之间的正向关系。研究不仅促进相关理论研究的发展,同时也为手机购物APP企业如何管理消费者信息与隐私提供策略建议。 相似文献
18.
通过对中国银行产品消费者调查收集的数据来验证影响消费者对银行信息行为信任的因素。结果发现,消费者的信任信念和隐私声明信任会显著地影响其对银行信息行为的信任;而消费者的整体隐私关注越强,其对银行信息行为的信任越弱,但是消费者的整体隐私关注对其隐私声明信任的影响不显著,表明消费者的整体隐私关注直接影响消费者对银行信息行为的信任。 相似文献
19.
This paper examines the antecedents of branding co-creation that include social networking sites’(SNSs) participation motivations,customer participation, brand trust and brand loyalty in social media brand communities by applying the “Stimulus-Organism-Response paradigm”. The survey method was used to gather data from 407 social media users. Data were analysed using structural equation modeling techniques. The findings reveal that SNSs’ participation motivations positively influence customer participation, which in turn significantly affects brand trust and brand loyalty. Consequently, both brand trust and brand loyalty positively influence branding co-creation in brand communities on social media. Furthermore, brand trust contributes as a mediator between customer participation and brand loyalty on social media brand communities. Although studies on relationships examined through the lens of the Stimulus-Organism-Response paradigm are popular, to the authors’ surprise there is scant literature examining the relationships between SNSs’ participation motivations, customer participation in social media brand communities, brand trust, brand loyalty and branding co-creation. 相似文献
20.
Developing customer product loyalty through mobile advertising: Affective and cognitive perspectives
Mobile advertising is an increasingly popular marketing channel since it can present advertising in a personalized manner. This study examines the development of customer product loyalty through mobile advertising by considering the drivers from affective and cognitive perspectives. An Expectation Confirmation Model (ECM), as defined for repurchase intention, is proposed as a theoretical basis for the relationship structure of related research variables. An Elaboration Likelihood Model (ELM) identifies affective and cognitive concerns for defining the drivers of consumer behavior. Involvement and interactivity confirmation arise as affective and cognitive concerns in this context. This research model also indicates a particular mediating role of perceived usefulness and customer satisfaction from the two drivers for developing customer product loyalty. Empirical analysis shows that both affective and cognitive perspectives, i.e., involvement and interactivity, are important drivers to motivate customer product loyalty. The findings can help practitioners design more effective approaches for mobile advertising. 相似文献