Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives

Fall, Ndiouga; Diop-Sall, Fatou; Poncin, Ingrid

doi:10.1108/jsm-07-2020-0282

Cited by 13 publications

(8 citation statements)

References 85 publications

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“…Finally, our study treats technological characteristics as main stressors for resistance. However, prior studies have shown that individual difference such as traditional cultural orientation can influence mobile money transfer adoption (Fall et al , 2021). Future studies could explore how individual differences and design factors of mobile payment affect resistance to FRMPS.…”

Section: Discussionmentioning

confidence: 99%

Resistance of facial recognition payment service: a mixed method approach

Lee

Pan

2022

JSM

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Purpose Sellers view facial recognition mobile payment services (FRMPS) as a convenient and cost-saving way to receive immediate payments from customers. For consumers, however, these biometric identification technologies raise issues of usability as well as privacy, so FRMPS are not always preferable. This study uses the stressor–strain–outcome (S–S–O) framework to illuminate the underlying mechanism of FRMPS resistance, thereby addressing the paucity of research on users' negative attitudes toward FRMPS. Design/methodology/approach Drawing from the stressor–strain–outcome (S–S–O) framework, the purpose of this study is to illuminate the underlying mechanism of FRMPS resistance. To this end, they invited 566 password authentication users who had refused to use FRMPS to complete online survey questionnaires. Findings The findings enrich the understanding of FRMPS resistance and show that stressors (i.e. system feature overload, information overload, technological uncertainty, privacy concern and perceived risk) aggravate the strain (i.e. technostress), which then leads to users’ resistance behaviors and negative word of mouth. Originality/value Advances in payment methods have profoundly changed consumers’ consumption and payment habits. Understanding FRMPS resistance can provide marketers with strategies for dealing with this negative impact. This study theoretically confirms the S–S–O paradigm in the FRMPS setting and advances it by proposing thorough explanations of the major stressors that consumers face. Building on their findings, the authors suggest ways service providers can eliminate the stressors, thereby reducing consumers’ fear and preventing resistance or negative word-of-mouth behaviors. This study has valuable implications for both scholars and practitioners.

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Section: Discussionmentioning

confidence: 99%

Resistance of facial recognition payment service: a mixed method approach

Lee

Pan

2022

JSM

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“…(2019) reveal that as the share of deposits increases, the probability of using mobile banking service by microfinance institutions also increases. As per Fall et al. (2021), managers must focus on the following three aspects of experience value creation, viz.…”

Section: Resultsmentioning

confidence: 99%

FinTech credit: uncovering knowledge base, intellectual structure and research front

Thomas

Mendiratta

Kashiramka

2023

IJBM

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PurposeOwing to the dramatic rise of FinTech credit in the financial sector, this study describes its knowledge and intellectual structure and paves the way for future research.Design/methodology/approachThe study employs citation analysis, keyword analysis, co-author analysis, co-citation analysis and bibliographic coupling on 268 peer-reviewed articles published during 2010–2021 and extracted from the Web of Science database.FindingsResearch on FinTech credit has picked up momentum from 2016, with majority contributions from China, followed by UK and USA. International Journal of Bank Marketing is found to be the most productive journal. Co-citation analysis reveals that past studies have focused on three dominant themes, viz. (a) factors that influence user intention to adopt technological products and services (b) borrowers' and lenders' characteristics that impact fund-raising in FinTech credit platforms and (c) evolution of FinTech market over the years. Bibliographic coupling reveals that recent trends in FinTech credit include (a) impact of emerging technologies like blockchain, artificial intelligence, big data on financial system, (b) factors that encourage consumers to adopt the FinTech products and services, (c) mechanisms by which FinTechs have transformed formal credit markets, (d) factors that lead to successful fundraising in FinTech platforms and (e) critical perspectives on digital lending platforms.Originality/valueTo the best of the authors' knowledge, this is a pioneering study undertaking an exhaustive analysis of FinTech credit as a research area. The study offers valuable insights on potential topics of research in FinTech credit domain like investigating Balance Sheet Lending Model, investigating the impact of FinTechs on financial system, and new markets by collaborating with scholars of other regions.

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“…The authors propose that even though the building blocks of the global B2B CX might be the same, they need to be adapted to the context. Moreover, Fall et al (2021) investigate individual and contextual drivers of the experience value of the mobile money transfer (MMT) service during the post-adoption phase, given the impact of individual and cultural characteristics. Through two studies conducted in Senegal, the authors found that the need for social interaction, self-efficacy and social pressure, must be considered and integrated into business practices.…”

Section: Different Ways Of Doing Businessmentioning

confidence: 99%

Guest Editorial: Expanding service research in the MEA (Middle East and Africa) region

Alkire

Hammedi

2021

JSM

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Purpose The purpose of this special issue is to advance discussions on how the richness, complexities and challenges of the Middle East and Africa (MEA) context can contribute to the understanding of under-researched, as well as newly emerging, phenomena within the service research field. Design/methodology/approach This special issue of the Journal of Services Marketing consists of eight articles that focus on different service research topics emerging from the MEA region. The eight papers cover a variety of research methods (e.g. interviews, focus groups, ethnography, case study, survey), participants (e.g. customers, executives, households, refugees, human trafficking survivors, NGO leaders, government officials), countries (e.g. Zambia, Turkey, Nigeria, Morocco, South Africa, Senegal, Lebanon) and service industries (e.g. health care, finance, hospitality, faith-based services). Findings This editorial provides background information on the MEA context and proposes a unique research agenda for MEA development with a portfolio of intriguing research questions and inspiring opportunities for further research. Specifically, the editorial highlights six of the most promising and unique avenues for service research in the MEA context by considering the diversity and variations between the MEA nations: cultivate service inclusion; tackle service corruption and designing for justice; climate protection to mitigate further instability and conflict; closing the gap in digital technology: opportunities and challenges; prioritize essential service sectors (education, health care and tourism); and eradicate “service” poverty. Originality/value This special issue is a first attempt to explore the MEA region from a service research perspective. The editorial discusses unique challenges and opportunities from theoretical and managerial points of view and calls for embracing this region as the new frontier for service researchers.

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Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives

Cited by 13 publications

References 85 publications

Resistance of facial recognition payment service: a mixed method approach

Resistance of facial recognition payment service: a mixed method approach

FinTech credit: uncovering knowledge base, intellectual structure and research front

Guest Editorial: Expanding service research in the MEA (Middle East and Africa) region

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