Development of an Integrated Conceptual Framework for Electronic Hedonic Service Quality (e-HSQ): An Exploratory Study

Shatnawi, Tamather

doi:10.1080/15332861.2019.1639127

Cited by 10 publications

(6 citation statements)

References 123 publications

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“…The literature review revealed that the majority of the e-service quality, e-service acceptance, and continuation models are constructed either for general e-services (like E-S-QUAL) or for specific hybrid e-services (e-tailing, e-library, e-travel) or even for websites (like W-S-QUAL). Just a few studies were conducted for digital e-services like platforms and social media [31,50,51,54]. No comparison between two types of e-services have been conducted to prove that relationships between customer experience, quality, satisfaction, and intention for use are similar for hybrid and digital e-services as well as to prove that e-quality dimensions are similar for digital and hybrid e-services.…”

Section: Methodology and Hypothesis Developmentmentioning

confidence: 99%

“…In [27], we also find that a survey held among Chinese customers showed that perceived privacy surprisingly did not impact the "likelihood to purchase online". Secondly, based on the literature review [10,21,[34][35][36][48][49][50][51][52][53][54][55][56][57], we added the dimension of quality of support (Figure 2) to complement the dimensions of quality of e-service results, quality of e-service process, quality of e-service system, and quality of e-service information. The dimension "quality of support" is aligned with the E-RecS-Qual model [57] and reflects the system of e-service recovery that is not the part of the value created by the e-service but influences both customer perceptions of e-service quality and customer experience.…”

Section: Literature Reviewmentioning

confidence: 99%

“…To design the study, we started with the selection of e-service quality attributes corresponding to the five e-service quality dimensions of the model. Based on the study of a systematic review and specific research papers on general e-service quality and website quality models, as well as specific research on e-tailing, social platforms, and e-travel quality models [10,21,[34][35][36][48][49][50][51][52][53][54][55][56][57][58], we concluded that every dimension is composed of several e-service attributes (Table 1). To test the relationships between the components of the integrated e-service adoption-continuance quality model, a structured questionnaire for an online survey was developed because the questionnaire is a very flexible data collection tool [59].…”

Section: Hypothesis 2 (H2)mentioning

confidence: 99%

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E-Service Quality from Attributes to Outcomes: The Similarity and Difference between Digital and Hybrid Services

Vatolkina

Gorbashko

Kamynina

et al. 2020

Journal of Open Innovation: Technology, Market, and Complexity

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Our research goal is to offer an e-service quality model based on experience and multidimensional quality and compare its applicability for e-services to find differences and similarities in consumer perceptions and behavioral intentions. Additionally, we seek to compare attributes that compose quality dimensions for hybrid and digital e-services. The study was based on an online survey conducted in July–September 2019 among citizens and foreign residents in the Russian Federation. Respondents had to answer questions concerning a specific e-service brand to capture real consumer behavior. The data of 365 questionnaires were analyzed using the Spearman correlation to determine the relationship between the model components. Customer experience is a valid outcome variable in the e-service model that strongly influences customer satisfaction and repurchase intentions. The model proved to be equally valid for hybrid and digital e-services. The key differences between digital and hybrid e-services lie within the distribution of e-service attributes between quality dimensions. Ease of use and perceived usefulness are the most essential attributes that have a direct influence on customer satisfaction. The findings show the necessity of best practices diffused between different types of e-services and present an opportunity to widely spread research findings between different e-service sectors.

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Section: Methodology and Hypothesis Developmentmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Hypothesis 2 (H2)mentioning

confidence: 99%

See 1 more Smart Citation

E-Service Quality from Attributes to Outcomes: The Similarity and Difference between Digital and Hybrid Services

Vatolkina

Gorbashko

Kamynina

et al. 2020

Journal of Open Innovation: Technology, Market, and Complexity

View full text Add to dashboard Cite

show abstract

“…The S–O–R framework was proposed by Bandura in 1986 and suggested the mediation of cognitive processes (Attiq et al , 2017). The S–O–R framework has not been applied from an emerging market perspective to establish the influence of selected stimuli (customer-focused efforts, including expertise, customer orientation, information sharing and service fairness) on the emotional state of the consumer (the organism, namely trust), with the latter then impacting future behavioural intention as the response (Shatnawi, 2019). Their previous experiences guide the trust level that customers develop in a service provider.…”

Section: Theoretical Framework and Hypothesis Proposedmentioning

confidence: 99%

Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking

Roberts-Lombard

Petzer

2021

IJBM

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PurposeUsing the stimulus–organism–response (S–O–R) framework, this study investigates the role of trust (organism) in influencing the behavioural intentions (response) of emerging market retail banking customers, based on the banks' selected customer-focused efforts (stimuli) to influence behavioural intentions. The study also looks at the moderating effects of customers' perceived value and the duration of their support on these relationships.Design/methodology/approachThe data analysed were collected from 599 retail banking customers in an emerging market via a self-administered questionnaire.FindingsCustomer-focused efforts, except for expertise, significantly and positively influence trust. Trust partially mediates the relationships between the remaining customer-focused efforts and behavioural intentions. Furthermore, perceived value moderates the relationships between these stimuli and trust, excluding information sharing. The duration of customer support for the bank also moderates the relationships between these stimuli and trust, bar customer orientation.Research limitations/implicationsThe study augments the understanding of trust's role as the organism from an S–O–R framework perspective.Practical implicationsThe study assists banks in emerging markets in understanding trust's role in influencing customers' behavioural intentions, given the application of selected customer-focused efforts. It highlights the significance of perceived value and duration of customer support in the relationships between these customer-focused efforts and trust.Originality/valueUsing a single S–O–R framework, the role of trust in mediating the relationships between retail banks' selected customer-focused efforts and customers' behavioural intentions is uncovered.

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“…Wu and Li (2018) contended that the stimulus manifest factors determine the performance of stores, which organism reflects, as well as the affective and cognitive state of customers in terms of feeling and trustworthiness. Thus, the organism functions as a transitional platform that secures behavioural outcomes or repurchase (Shatnawi, 2019).…”

Section: Theories Underpinning the Studymentioning

confidence: 99%

Black Friday rituals, customer perceived value and loyalty among young adult customers in South Africa: A Stimulus-Organism-Response perspective

Svotwa

Roberts-Lombard

Jaiyeoba

2020

Cogent Business & Management

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The study explores the nexus of relationship between Black Friday rituals, customer value and customer loyalty among young adult customers in South Africa. A descriptive research design was followed and data were collected from 400 young adult customers aged 18-35 in the Gauteng province of South Africa through selfadministered questionnaires. Furthermore, the measurement and structural models were assessed using Amos 23.0. Relational capital and social influence significantly and positively influence customer-perceived value, while customer-perceived value significantly and positively influences the customer loyalty of young adult customers towards Black Friday rituals. The testing of the proposed model validates the relationships that are hypothesised between the independent variables (cognitive capital, relational capital, social identification, social influence, social convenience), customer-perceived value and customer loyalty of young adult customers. The findings assist retailers in understanding how relational capital and social influence

show abstract

Development of an Integrated Conceptual Framework for Electronic Hedonic Service Quality (e-HSQ): An Exploratory Study

Cited by 10 publications

References 123 publications

E-Service Quality from Attributes to Outcomes: The Similarity and Difference between Digital and Hybrid Services

E-Service Quality from Attributes to Outcomes: The Similarity and Difference between Digital and Hybrid Services

Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking

Black Friday rituals, customer perceived value and loyalty among young adult customers in South Africa: A Stimulus-Organism-Response perspective

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