Influencing factors of customer loyalty in mobile payment: A consumption value perspective and the role of alternative attractiveness

The rapid development of mobile payment has attracted many competitors and made customer retention a crucial issue for mobile payment service providers. This study examines the influencing factors of mobile payment loyalty from a multi-dimensional value perspective by extending and integrating the Cognitive-Affective-Behaviour (C-A-B) model and the Theory of Consumption Values (TCV). We also incorporate alternative attractiveness as a moderating variable to reveal the potential influence of the competitive market environment. This study collected 427 questionnaires from mobile payment users in China. The empirical study results show that customers’ loyalty is determined by satisfaction, and satisfaction is influenced by functional, emotional, epistemic, and monetary value. The findings also demonstrate that satisfaction has mediated the consumption values and loyalty relationship, and alternative attractiveness has weakened the influence of satisfaction on loyalty. This study shifts the focus in mobile payment research from adoption to the post-adoption stage and establishes a new research model by integrating two fundamental theories in explaining customer behaviour. Our study could guide mobile payment providers to cultivate customer satisfaction and loyalty by determining the values that are worth investing in their marketing strategies and help them notice and neutralise the weakening effect of competitor attractiveness.     

Customer perceived value,satisfaction, and loyalty: the role of willingness to share information

This study proposes and tests an integrative model to examine the relationships among customers’ willingness to share information, satisfaction, perceived value, and loyalty in a retailing context. This study extends research on customers’ willingness to share information from trust and privacy concerns toward key outcome measures such as perceived value, customer satisfaction, and loyalty, and is thus among the first to model customers’ willingness to share information with companies in robust theoretical retailing frameworks. The proposed relationships were tested using data from two retailing contexts – groceries (N = 429) and do-it-yourself (DIY) (N = 895). Findings from the two samples suggest that both perceived value and satisfaction are significant determinants of customers’ willingness to share information with a company. Although some differences emerge in the two studies, structural modeling largely supports the hypothesized framework and positions customers’ willingness to share information as an important antecedent of their loyalty intentions and behavior. This study provides practitioners with preliminary insight into the relationship between willingness to share information and perceived value, customer satisfaction, and customer loyalty. This study advances retailing research, as it is one of the few empirical studies investigating the role of customers’ willingness to share information in driving loyalty and its relationship with perceived value and satisfaction in a retailing context.     

Antecedents of retailer loyalty: Simultaneously investigating channel push and consumer pull effects

This study includes information technology (IT) related industries as the focus and aims to examine the antecedents of retailer loyalty toward brand owners by simultaneously investigating push and pull effects in the channel system. The study interviews 274 independent retailers who sell IT related products to end consumers. The results show that the retailer perceived value of selling the brand owner's products plays a pivotal role in promoting their loyalty toward the brand owners. Retailer loyalty toward brand owners comes directly from brand owners' push efforts, and indirectly from pull effects. Additionally, the specific asset invested by each party (brand owners, retailers, and customers) strengthens the relationship within each other in the channel system.     

Drivers and barriers of mobile payment adoption: Malaysian merchants' perspective

The Malaysian market consists of a large consumer-base carrying mobile phones. However, the adoption and proliferation of mobile (m-) payments remain dismal. Evidence from the literature necessitates the need for elucidating the adoption barriers and drivers from multiple perspectives. There has been much research on consumer adoption and usage of mobile payment systems, but there is a lack of research on this subject from the merchants' perspective. Taking into account the critical role merchants play in promoting a sustainable m-payment ecosystem, this work elucidates the perspective of merchants in Malaysia vis-à-vis m-payment systems. In-depth interviews with merchants from multiple retail categories were conducted to gain insight into their motivational drives, barriers, and challenges in the context of the adoption and implementation of m-payment systems in Malaysia. The results confirmed that the relative advantage of decreasing payment processing time and fees, convenience, and enhanced payment security features are some of the factors motivating merchants to adopt m-payment, while technological incompatibility, complexity, the cost of investment, and the lack of critical mass and knowledge are some of the factors discouraging merchants from doing so. Our findings further expand the limited knowledge of m-payment systems in the context of Malaysian merchants, which is valuable for industries and policymakers. The results of this study can be generalised to other m-payment systems in other countries - Apple Pay, Samsung Pay, and Android Pay, with Apple Pay, Alipay, and WeChat.     

The effects of consumer perceived value and subjective norm on mobile data service adoption between American and Korean consumers

The effects of consumer perceived value and subjective norm on using mobile data services between American and Korean consumers were examined to explain the differences and similarities in consumer mobile data service adoption behavior in this study. The antecedent effects of four dimensions of consumer perceived value showed different behavioral intention to use mobile data services between the two countries. Emotional value was found to be the most significant effect on using mobile data services for consumers in the two countries. Subjective norm was a significant antecedent of attitude and behavioral intention to use mobile data services for American consumers, but it was not evident for Korean consumers.     

Men on a mission,women on a journey - Gender differences in consumer information search behavior via SNS: The perceived value perspective

Gender has a considerable effect on how consumers search for information, shaping their behavior through a variety of motives. Previous research shows that the benefit consumers wish to gain from the information influences their search behavior on social networking sites (SNS). This study examines the extent to which gender influences the connection between perceived information values and the choice of SNS information source: commercial (marketer-generated content) and non-commercial (user-generated content). A representative Facebook users' sample (N = 525) and SEM statistics show gender differences in search behavior on SNS. Findings also demonstrate the impact of gender on the relationships between information values and preferred source of information, and demonstrate different motivations for male and female search behavior. The implications for both theory and practice are presented and analyzed.     

Rethinking cross-border mobile payment ecosystems: A process study of mobile payment platform complementors,network effect holes and ecosystem modules

This study investigates how and why the Cross-Border Mobile Payment (CBMP) platform complementor develops complementary CBMP ecosystems. Drawing on research into platforms and ecosystems, platform complementor, CBMP, and International Business (IB), we propose that the evolution of CBMP platform complementors follows a modular process driven by transaction costs and network effects. Data from a research setting of a CBMP platform complementor’s international expansion between 2016 and 2020 suggest that the positive and persistent network effect holes provide an economic incentive for the CBMP platform complementor to create ecosystem modules. However, the mechanism by which ecosystem members participate in the module and co-create value is that they create full chain accountability, absorbing the network effect holes and lowering the module’s transaction costs. We propose a modularized process model that explains the CBMP platform complementor’s evolution based on our findings. We believe that our study contributes to the IB studies and operations by exploring the new phenomenon of CBMP platform complementors, adopting innovative research methods by integrating modularization and process patterning analysis, and extending the traditional transaction cost theory to the digital realm by incorporating the mechanism of network effect holes to its application in the formation of CBMP task modules.     

Ethical ideologies,perceived gambling value,and gambling commitment: An Asian perspective

This study evaluates the relationship between ethical ideology and gambling commitment, and the moderating effect of perceived gambling value. Through a field survey of patrons of a leading Asia's gambling establishment, 382 usable responses were received. Data were analyzed using factor analysis and hierarchical multiple regression. The results show that ethical ideologies and perceived gambling value predict a significant amount of variance in gambling commitment. Specifically, idealism has a negative relationship with number of years of gambling and amount gambled. Relativism associates positively with number of years of gambling and amount gambled. Customer value negatively moderates the relationship between idealism and the two dimensions of commitment, and positively moderates the relationship between relativism and the commitment dimensions. Furthermore, idealism has a negative effect on perceived gambling value, and relativism has a positive effect on perceived gambling value.     

An empirical study of the relationship between shopping environment,customer perceived value,satisfaction, and loyalty in the UAE malls context

This study aims to investigate through structural equation modelling (SEM) the relationships between the shopping environment, customer perceived value, customer satisfaction, and customer loyalty in regard to malls in the United Arab Emirates (UAE). The main results of this study show that the mall environment is an antecedent of the customer perceived value of malls (MALLVAL) and customer satisfaction. MALLVAL has a significant positive effect on both customer satisfaction and customer loyalty to malls. In addition, MALLVAL and customer satisfaction mediate the relationship between the mall environment and customer loyalty. Finally, customer satisfaction mediates the relationship between MALLVAL and customer loyalty to malls. Some theoretical and managerial implications of these findings are discussed.     

An assessment of value creation in mobile service delivery and the moderating role of time consciousness

This study focuses on the perceived utilitarian value of a new service delivery mode, the mobile channel. The authors develop a framework that incorporates three mode-specific benefits - time convenience, user control, and service compatibility - as well as two costs - perceived risk and cognitive effort - as antecedents of perceived value. Because of the pervasiveness of time criticality as a value-added characteristic of the mobile channel, they also investigate the moderating influence of consumers’ time consciousness. They empirically investigate the model using mobile brokerage services as an illustrative application. The results reveal that the identified antecedents, with the exception of service compatibility, have a strong impact on mobile channel value perceptions, which in turn influence behavioral intentions. The authors also find that time consciousness moderates the aforementioned relationships.     

Social commerce website design,perceived value and loyalty behavior intentions: The moderating roles of gender,age and frequency of use

Drawing on the stimulus-organism-response (SOR) framework, a model is tested that improves the understanding of customer loyalty toward social commerce websites. The results showed that: information and service quality are key antecedents of perceived value, whereas rewards and recognition, and customization are non-significant. Perceived value is an important driver of customer loyalty toward these websites. The model's relationships are affected by gender and frequency of use. Overall, the findings of this study extend the understanding in the social commerce context of: (i) the antecedents of customer perceived value and behavioral intentions; and (ii) the moderating effects of age, gender and frequency of social commerce use on the model relationships.     

The determinants of users’ intention to adopt telehealth: Health belief,perceived value and self-determination perspectives

Telehealth is an effective and promising mode of healthcare delivery. It is crucial for society to understand the determinants of user adoption of telehealth to realize its benefits. This research investigates and analyzes the factors that impact the adoption of telehealth services from the users' perspective. The study integrates three theoretical frameworks, namely, Health Belief Model, Perceived Value Theory, and the Self-Determination Theory, to provide a comprehensive understanding of the determinants of telehealth adoption. Using an online survey conducted in Singapore, the study collected 500 responses for data analysis. The findings indicate that perceived threat, cues to action, and perceived relatedness directly affect perceived value, while self-efficacy, perceived relatedness, and perceived autonomy have a significant direct impact on emotion. Additionally, users' perceived value of telehealth services has a direct and indirect positive influence on their intention to adopt telehealth services through emotions. The study offers practical implications for healthcare organizations, policymakers, and media management teams to encourage the adoption of telehealth services by integrating various psychological and health concerns of users that impact their adoption behavior.     

Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers

This study concerns the service quality topic in the retail bank sector. A sample of 209 retail bank clients was taken, measuring the performance of service quality attributes of their principle retail bank. Behavioral performance variables such as satisfaction, loyalty and customer perceived value were also measured. In a factor analyses the attributes were separated into three factors. These three independent factors explain a considerable amount of variability of a satisfaction–loyalty factor. On the other hand, they could not explain the superior perceived value; and no differences between the service quality performances of the bank brands were found. In conclusion, regardless of the degree of satisfaction and loyalty, the customer is not willing to pay more for banking services at his regular bank than he would at other brands. This implies that superior perceived value is not being achieved via service quality, which suggests a lack of differentiation between brands in this sector.     

An investigation into the link between consumer's product involvement and store loyalty: The roles of shopping value goals and information search as the mediating factors

This research proposes a theoretical model explaining the roles of multiple mediating factors – product quality, service quality, and information search –in the association between product involvement and store loyalty. The extant literature has examined different determinants of store loyalty but paid less attention to understand the link between product involvement and store loyalty and the underlying mechanisms. This study contributes to the literature by a) providing a comprehensive framework of involvement – loyalty link and b) investigating complex mediation effects. In this study, survey data were subjected to regression analysis to test parallel mediation and serial mediation effects of product quality, service quality, and information search in the link between consumer's product involvement and store loyalty. The results indicate that both product quality and information search mediate the association between product involvement and store loyalty. In addition, both product quality and service quality mediate the association between product involvement and information search. Results also indicate that product quality and information search work as serial mediators in the association between product involvement and store loyalty. For additional level of analyses, data were also subjected to Importance-Performance Map Analysis (IPMA). Theoretical and managerial implications are also provided.     

Relationships and impacts of service quality,perceived value,customer satisfaction,and image: an empirical study

In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firm's corporate image, and ultimately leading to consumer retention.     

An integrative approach to relationship marketing,customer value,and customer outcomes in the retail banking industry: a customer-based perspective from Turkey

Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of – trust, competency, commitment, communication, and conflict handling, – relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.     

Understanding effects of co-creation on cognitive,affective and behavioral evaluations in service recovery: An ethnocultural analysis

While cognitive, affective and behavioral consequences of service recovery have been extensively explored in the literature, the role of co-creation is mostly neglected. Most efforts dedicated to investigating co-recovery are limited to cognitive and behavioral factors. Furthermore, most of the recent studies explored co-recovery on western and eastern cultures, ignoring the role of ethnics in countries with different sub-cultures. This study aims to discover all possible factors on service recovery procedure, focusing specifically on effects of co-creation. Thus, a 2(distributive justice: high/low)×2 (interactional justice: high/low)×2(procedural justice: high/low)×2(co-creation: yes/no)×2(ethnics Azerbaijani vs. Baluch) between-subjects factorial design experiment was performed. A sample of 977 Iranian mobile banking customers participated in the study. Results of Structural Equation Modeling (SEM) indicate that most cognitive, affective and behavioral factors were supported by predictors. In addition, Multi-group SEM reveal that co-creation increases effects of most positive nature variables except negative emotions which is conceptualized as negative nature factor. The results of cultural differences indicate that Azeri people are more intended to participate in co-creation programs, whereas Balochs are more loyal due to higher level of reuse intentions.     

The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image

This study examines the mediating role of customer relationship management (CRM) quality to better explain the effects of service evaluation variables (service quality, customer satisfaction and customer value) on customer loyalty. The study also investigates the moderating effect of brand image on these mediated relationships. The mediating role of CRM quality on the relationship between the service evaluation variables and customer loyalty is supported. Further, it is found that the indirect effect of customer satisfaction on customer loyalty via CRM quality is stronger when perceived brand image is high than when it is low. The results have implications for relationship managers, brand managers and scholars who use service evaluation and relational metrics to predict customer loyalty.     

Point of adoption and beyond. Initial trust and mobile-payment continuation intention

Initial trust represents the trust that develops upon first use of a product. It is built on the basis of the net effect of factors that stimulate as well as inhibit it. Future transactions require less consumer effort after initial-trust formation. Despite being recognized as an important factor affecting the adoption of innovations, initial trust has been not been greatly explored by prior scholars. The present study remedies this gap by invoking the information systems success (ISS) model, transaction cost economics (TCE) theory, and the IT continuance model to propose a two-step framework that includes the antecedents of a pre-adoption factor, such as initial trust, and post-adoption factors, such as confirmation, perceived usefulness, satisfaction, and continuation intention toward mobile-based payments. Cross-sectional data of 954 first-time mobile-wallet users are analyzed to test the framework. The study findings suggest that information and service quality positively influence initial trust, which, in turn, has a positive association with confirmation and perceived usefulness. Results also reveal a positive relationship between perceived usefulness and continuation intention. These results pave the way for making useful recommendations for future researchers. The study also discusses various inferences that can improve managerial efficacy in promoting the use of mobile-based payment methods.     

Consumer adoption of No Junk Mail stickers: An extended planned behavior model assessing the respective role of store flyer attachment and perceived intrusiveness

Although store flyers play a crucial role in retailer communication, their environmental burden has raised a public debate, fostering No Junk Mail sticker adoption by a growing number of households. This study proposes and tests a planned behavior model of consumer intentions towards adopting a sticker that extends to the sticker adoption alternative (i.e., receiving store flyers) by introducing store flyer attachment and perceived intrusiveness as two potential intent determinants. While confirming the relevance of the extended model, the findings support a typology of store flyer consumers that enlighten retailers on possible shifts in their audience.