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移动阅读用户满意度与持续使用意愿影响因素研究——以内容聚合类APP为例 总被引：1，自引：0，他引：1
近年来,移动阅读服务中用户的持续使用与黏性受到了学界和业界的关注。在分析移动阅读特点的基础上,基于ECM-IT模型和DM模型,构建了新的持续使用意愿研究模型,并通过实证研究,得到了以下结论:一是扩展后的ECM-IT和DM模型适用于移动阅读情境;二是满意度、感知有用性、感知娱乐性等因素对用户持续使用有显著影响;三是移动阅读服务的内容、界面、个性化服务等功能对用户满意度有显著影响,分享、转发、评论等社交化互动服务对用户满意度没有显著影响。 相似文献
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《International Journal of Information Management》2017,37(4):269-283
Increasing people are using mobile applications (apps) for information and activities related to their travel and tourism. Therefore, customer engagement (customer attraction and retention) with mobile travel applications becomes extremely important for travel-related companies. However, there is little empirical research on what factors may drive customers’ engagement of using mobile travel apps. This study proposes a research framework, based on the Stimulus-Organism-Response (S-O-R) model, to explore how and to what extent two types of app attributes (i.e., app design and app performance attributes) stimulate travel apps engagement. Based on a user acceptance testing (UAT testing) of a real travel app development project, the study uses survey data from 804 tourists to validate the proposed research model. The results reveal different effectiveness of app design and app performance attributes, and demonstrate that two app design features (i.e., user interface attractiveness and privacy/security) and three app performance attributes (i.e., compatibility, ease of use, and relative advantages) are important drivers of users’ behavioral engagement of mobile travel apps. Further, psychological engagement and three types of benefit perception (i.e., hedonic benefit, utilitarian benefit, and social benefit) serially mediate the relationships. The results can be used to improve the related mobile app engagement research and the mobile travel app design. 相似文献
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This research investigates the impact of using emojis (i.e., the pleading-face emoji) on customer forgiveness in relation to handling complaints on social media. Specifically, this research proposes that perceived firm sincerity and perceived firm empathy play mediating roles in the relationship between emoji use and customer forgiveness. In addition, the research identifies the moderating role of communication style in the proposed relationship. Results of three experimental studies indicated that the presence of the emoji in online complaint handling leads to an increase in perceived firm sincerity, which in turn increases perceived firm empathy and, subsequently, leads to customer forgiveness. The serial mediation effects (use of emojis → perceived firm sincerity → perceived firm empathy → customer forgiveness) were moderated by the service provider’s communication style. Specifically, the serial mediation effect occurs when an informal communication style, but not a formal communication style, is used. Furthermore, no difference exists in the research findings across different service types (hedonic vs. utilitarian). 相似文献
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《Information processing & management》2022,59(1):102800
At present, the focus of marketing research is mostly on the influencing factors, composition, and measurement of brand equity. The meta-combined brand equity analysis is based on two main research perspectives: financial perspective and customer perspective. While the financial perspective is based on the incremental discounted future cash flows that would result from a branded product's revenue over the revenue of an unbranded product, the brand equity from the customer's perspective is the consumer's reaction to brand marketing behavior, the impact on brand knowledge. The decision-making of marketing behaviors often faces choices related to ethics. Therefore, once the moral value of a company through marketing behavior is recognized by consumers, the ethical behavior presented in this article through marketing behavior will make consumers feel more about the brand. How does the brand equity of your customer's products affect you? In this experiment, shopping groups with the same shopping experience were selected. During the survey process, all customers in different periods and the same time were selected as far as possible based on the practicability of the survey. The study survey covered 4 main aspects; customer satisfaction, overall overview of customer satisfaction; the advantages and disadvantages of marketing strategies through quantitative analysis and to put forward reasonable marketing strategy improvement opinions and suggestions to improve customer satisfaction. Using the technique of parameter prediction of the financial industry, the experiment proved that the non-standard promotion behavior, the integrity of the enterprise and the social responsibility are three aspects (P<0.05) that have an impact on the customer's brand equity among the corporate marketing components. It was a detailed study of the current state of brand marketing strategies and customer satisfaction, found key indicators of brands that could improve customer satisfaction, and presented corresponding suggestions for optimizing marketing strategies. It shows that. It has the importance of good guidance and references to improve customer satisfaction in the industry. 相似文献
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随着虚拟产品社区和品牌社区的发展,如何利用社会化媒体平台给顾客带来积极正向的体验成为各大企业不得不面临的重要问题。通过梳理前人研究,从顾客体验和社会化媒体的视角,选取了虚拟社区体验的26个指标并进行因子分析,归纳出功利体验、享乐体验、社会体验和可用体验四大维度;同样地,对顾客态度的维度进行梳理,共选取29个指标,通过因子分析归结为顾客对产品、对品牌和对企业的态度三大维度。最后以虚拟社区体验维度为自变量,以顾客态度为因变量,建立三个回归模型,阐释了虚拟社区体验对顾客态度的影响机理,丰富了顾客体验理论的研究成果,能为相关学者提供有价值的理论和实践指导,同时提出的四元互惠战略发展模式有助于企业管理客户关系、制定品牌战略和公司发展战略,能为相关学者提供有价值的理论和实践指导。 相似文献
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基于信息系统、行为科学和心理学理论,从一般技术因素、特定技术因素、消费者心理因素和社会影响因素四个方面构建了一个整合的移动服务用户采纳行为的结构方程模型。在我国移动服务背景下,以移动阅读为研究对象,运用SPSS 13.0和PLS结构方程分析软件验证模型和假设。研究发现:影响用户采纳基于工作环境下的传统信息技术和基于日常生活环境下的移动信息技术的关键因素存在显著差异。感知愉悦性、心流体验、感知易用性和感知移动性是影响用户采纳移动阅读的主要因素,而感知有用性、感知货币价值和社会影响对用户采纳移动阅读的影响不显著。 相似文献
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Emílio J.M. Arruda-Filho Julianne A. Cabusas Nikhilesh Dholakia 《International Journal of Information Management》2010
Convergence of communication technologies and innovative product features are expanding the markets for technological products and services. Prior literature on technology acceptance and use has focused on utilitarian belief factors as predictors of rational adoption decisions and subsequent user behavior. This presupposes that consumers’ intentions to use technology are based on functional or utilitarian needs. Using netnographic evidence on iPhone usage, this study suggests that innovative consumers adopt and use new technology for not just utilitarian but also for experiential outcomes. The study presents an interpretive analysis of the consumption behavior of very early iPhone users. Apple introduced iPhone as a revolutionary mobile handset offering integrated features and converged services—a handheld computer-cum-phone with a touch-screen web browser, a music player, an organizer, a note-taker, and a camera. This revolutionary product opened up new possibilities to meld functional tasks, hedonism, and social signaling. The study suggests that even utilitarian users have hedonic and social factors present in their consumption patterns. 相似文献
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[目的/意义]本文以用户行为感知视角，研究影响移动社交网络主导型用户与浏览型用户持续使用的因素，为移动社交网络信息服务提供理论基础，并为移动社交网络提供商提出参考与应用借鉴。[方法/过程]分析移动社交网络主导型用户与浏览型用户持续使用意愿影响因素，引入相关变量，构建了基于用户行为感知的移动社交网络信息服务持续使用意愿模型并提出假设，最后通过结构方程模型进行实证分析。[结果/结论]感知有用性、感知易用性、感知娱乐、感知质量等因素均显著影响主导型及浏览型两类用户；服务质量、感知风险、知识获取、个人创新、社会认可、感知信任、感知转换成本等因素对两类用户有不同程度的影响。 相似文献
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伴随着社会化媒体的普及,企业日益注重虚拟品牌社区的建设,借此向顾客展示产品独特价值,以期形成良好的口碑传播效应。通过采用扎根理论研究方法,搜集社区评论信息作为经验资料,并进行编码分析,提炼出互动体验、社区归属感以及品牌定位等范畴,阐释了顾客参与价值共创与品牌形象塑造的关系。研究表明,产品价值共创包括价值认知以及用户需求等核心要素,且有利于形成良好的品牌文化,而品牌形象的塑造则依赖于创新产品及建构以用户价值交互为基础的生态圈,顾客参与价值共创有助于品牌形象的塑造,企业应围绕产品创新打造虚拟品牌社区,强化顾客互动体验,并建立完善的信息沟通机制,引导顾客积极参与价值共创。 相似文献
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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
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《International Journal of Information Management》2017,37(2):14-24
Higher penetration of powerful mobile devices – especially smartphones – and high-speed mobile internet access are leading to better offer and higher levels of usage of these devices in commercial activities, especially among young generations. The purpose of this paper is to determine the key factors that influence consumers’ adoption of mobile commerce. The extended model incorporates basic TAM predictors, such as perceived usefulness and perceived ease of use, but also several external variables, such as trust, mobility, customization and customer involvement. Data was collected from 224 m-commerce consumers. First, structural equation modeling (SEM) was used to determine which variables had significant influence on m-commerce adoption. In a second phase, the neural network model was used to rank the relative influence of significant predictors obtained from SEM. The results showed that customization and customer involvement are the strongest antecedents of the intention to use m-commerce. The study results will be useful for m-commerce providers in formulating optimal marketing strategies to attract new consumers. 相似文献
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品牌价值来源及其理论评析 总被引：7，自引：0，他引：7
品牌价值来源经历了从品牌资产理论到顾客价值理论,再到利益相关者价值理论的演化过程.其中,资产价值理论强调品牌作为企业无形资产所带来的收益价值;顾客价值理论强调品牌为顾客带来的功能价值和情感价值;利益相关者价值理论则强调品牌是实现利益相关者价值的一种承诺.通过对以上三种品牌价值来源的理论基础及思想特征进行了探索,得到的结论是:不同品牌价值理论都表达了不同的品牌价值来源,代表着不同的品牌理论研究视角,隐含着品牌塑造实践的不同理念和管理行为;利益相关者价值理论并非是对资产价值理论和顾客价值理论的否定,而是兼容,它代表了品牌理论发展和品牌塑造实践的必然趋势. 相似文献
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Customer acceptance of IPTV service quality 总被引：1，自引：0，他引：1
Hyeong Yu Jang Mi Jin NohAuthor vitae 《International Journal of Information Management》2011,31(6):582-592
The purpose of this article is to provide insights into the effects of Internet Protocol Television (IPTV) service quality and reveal mediation effects in the process of forming the repurchase intention. This study incorporates additional theoretical construct, perceived enjoyment, to reflect IPTV characteristics using extended technology acceptance model (TAM). This study empirically investigated a research model and conducted a survey of IPTV service users. The results of this study are as follows. First, IPTV service quality is summarized as design, security, and customer service, which is supported by second-order factor analysis. Service quality had an influence on perceived usefulness, perceived ease of use, and perceived enjoyment. Second, perceived ease of use had a significant effect on perceived enjoyment, and perceived usefulness also had an effect on repurchase intention. Third, attitude, trust, and satisfaction had a positive effect on repurchase intention. To reveal the impact on repurchase intention of the IPTV service quality, this study proposes customer acceptance on IPTV service based on a modified TAM. 相似文献
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移动互联网用户采纳研究——基于感知利益、成本和风险视角 总被引：1，自引：0，他引：1
基于感知利益、成本和风险视角,对移动互联网用户采纳行为进行研究,构建用户采纳的结构方程模型,以揭示影响用户采纳移动互联网的关键因素及其作用机理。利用SPSS软件对模型量表进行探索性因子分析,使用SmartPLS软件对模型量表进行验证性因子分析和对结构方程模型的假设进行检验。结果显示用户对移动互联网的感知有用性、感知乐趣、无所不在性、感知成本对感知价值影响显著,感知价值、社会影响和感知有用性对用户采纳意向有直接影响,用户创新意识对感知价值与用户采纳意向的关系有显著负向调节作用。最后,对研究结果进行了讨论,提出促进我国移动互联网发展的建议。 相似文献
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Concerns about the performance of mobile apps have spurred a stream of research on factors contributing to the success of mobile apps in the major app stores. However, identified success factors have not been synthesized into a unified framework. Similarly, reported findings typically address main effects. The present study introduces the concept of app store strategy to synthesize the mobile app success factors that developers implement in the major app stores. The study synthesizes four such factors consisting of app size, app versions (major and minor), revenue model and mobile app names. Further, drawing on IS literature, the study distinguishes between hedonic and utilitarian mobile apps. Using a dataset of mobile apps from Play Store (N = 8325), the study investigates to what extent app store strategy interacts with the hedonic and utilitarian value of mobile apps in driving app rating. The study employed a combination of traditional regression and machine learning approaches to test proposed hypotheses. The findings make a two-fold contribution to the literature first by introducing the concept of app store strategy to synthesize mobile app success factors and second by examining hedonic and utilitarian mobile apps as a boundary condition in the relationship between app store strategy and app rating. 相似文献
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mHealth applications (MHA) have recently attracted great attention from various stakeholders as they are indeed important means to enhance users’ subjective well-being. While prior research has mainly focused on intention or adoption phase, little work has empirically examined the post-adoption effects of MHA with scarce attention given to the well-being outcome. Actual users are likely to conceive the values of MHA based mainly on their direct experience with it. In this paper, the dimensions of users’ technology readiness are regarded as major impetuses for perceived utilitarian and hedonic values, which in turn influence subjective well-being among MHA users. The proposed readiness-value model is analyzed using survey data collected from 731 users of MHA. The findings show that the model significantly predicts users’ subjective well-being considering that utilitarian value is more important for male users, whereas hedonic value has a more salient effect for female users. It also reveals that enablers of technology readiness (i.e., innovativeness and optimism) exert a stronger influence than that of inhibitors (i.e., discomfort and insecurity) on the perceived values of MHA. These results have essential implications for theory and practice. 相似文献
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随着LBS在全球范围内的快速发展,LBS用户使用意向的影响因素及用户认知过程引发了相关领域学者的广泛重视。然而,以往研究缺乏对其中个人隐私问题的有效关注。本研究以公平理论和价值接受模型为理论基础,从个人隐私信息视角出发,探索LBS特性对用户使用意向的作用机制,构建LBS用户使用意向的认知过程模型,并利用264份有效问卷对研究模型进行实证检验。研究发现,首先,LBS平台的个性化和互动促进特征对用户的感知有用性和感知娱乐性都有正向提升作用;其次,互动促进会增加用户的隐私关注,而隐私政策会减少用户的隐私关注;最后,用户的感知有用性和感知娱乐性正向提升其感知价值,进而增加LBS使用意向,而用户的隐私关注会降低其感知价值,进而降低用户的使用意向。 相似文献
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Consumers can conduct mobile commerce via their smartphones. They can search for products and when ready, they pay and have the products delivered to their homes. By sharing personal information, they receive faster and more customized service. Because of the risk of loss of privacy, consumers need to balance their privacy concerns against the perceived value of enhanced mobile commerce. In this empirical study, the unified theory of acceptance and use of technology (UTAUT2) is modified where perceived value replaces price value to represent the value of an IT artifact that has no direct costs attributable to it. The framework is extended to include constructs from the privacy calculus. In addition, the construct of personal innovativeness is added as a moderator with the anticipation that owners of smartphones who are more personally innovative will be more willing to share information. From an empirical study of Canadian smartphone owners, the results show that perceived privacy concerns influence perceived value and that intention to use is significantly influenced by hedonic motivation and perceived value. 相似文献