Effect of e-service quality on customer engagement behavior in community e-commerce

Fan, Wenfang; Shao, Bingjia; Dong, Xiaohua

doi:10.3389/fpsyg.2022.965998

Cited by 20 publications

(15 citation statements)

References 66 publications

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“…To test whether there is multicollinearity in our data, the variance inflation factor (VIF) was estimated. The results showed that the VIF values ranged from 1.758 to 2.270, which were less than the threshold of 3.33, indicating that there was no obvious multicollinearity among the variables ( Fan et al, 2022 ).…”

Section: Resultsmentioning

confidence: 96%

How smartwatch use drives user reciprocity: The mediating effects of self-expansion and self-extension

2022

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People are increasingly using smartwatches in their daily lives. Scholars have focused on the drivers of the initial and continued use of smartwatches, while few studies have dealt with the outcomes of smartwatch use. Therefore, this study explores the impact of smartwatch use on user experience (self-expansion and self-extension) and user reciprocity (user loyalty and user influence) based on service-dominant logic. Data were collected through a questionnaire survey of 343 smartwatch users in China. Structural equation modeling and the bootstrapping method were applied to test the theoretical hypotheses. The results show that smartwatch use positively affects self-expansion and self-extension, both self-expansion and self-extension positively affect user loyalty and user influence, and smartwatch use affects user loyalty and user influence through self-expansion and self-extension. This research deepens our understanding of the outcomes of smartwatch use, and provides insights for smartwatch manufacturers to create more value from user reciprocity.

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Section: Resultsmentioning

confidence: 96%

How smartwatch use drives user reciprocity: The mediating effects of self-expansion and self-extension

2022

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“…Basu et al (2022) validated that both online and offline dimensions of service quality positively promote customer green citizenship behaviors. Ullah et al (2018) and Fan et al (2022) believe that all dimensions of service‐experience quality enhance CE. The results of the different effects of the different dimensions of service experience in this study differ from those of Ullah et al (2018), Fan et al (2022), and Basu et al (2022).…”

Section: Discussionmentioning

confidence: 99%

“…In the context of sustainable consumption, service experience promotes CE in both online and offline industries (Basu et al, 2022). For online services, system design, safety guarantees, and interactive services have a positive impact on CE behavior (Fan et al, 2022). On the other hand, for offline services, product categories, store atmosphere, and interpersonal communication are closely related to CE behaviors (Mohd‐Ramly & Omar, 2017).…”

Section: Hypotheses and Theoretical Modelmentioning

confidence: 99%

The impact of service experience on sustainable customer engagement: The mediation of green perceived value and customer satisfaction

Yan,

Wang,

Sun

et al. 2023

Corp Soc Responsibility Env

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With increasing public environmental awareness, accelerating green transformation has become inevitable for enterprises to achieve long‐term development. Sustainable customer engagement (sustainable CE) is a core concept of consumer participation in sustainable consumption. Based on partial least squares‐structural equation modeling, this study establishes a prediction model for sustainable CE and explores the impacts of service experience, green perceived value, and customer satisfaction on sustainable customer engagement. This study collected 682 valid data points from customers of green hotels and analyzed the relationships between sustainable CE and its antecedent variables. The results showed that peace of mind and product experience can directly promote sustainable customer engagement. Service experience can enhance sustainable CE through the serial mediation of green perceived value and customer satisfaction. The conclusions enrich the existing knowledge in the field of sustainable consumption and engagement marketing and provide effective suggestions for green hotel managers.

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“…Lin et al (2023) examined the user choice of e-commerce platform for buying organic food and continuous usage intentions by using demand, convenience, interactivity, playfulness on enjoyment and impulse buying behavior. Furthermore, Fan et al (2022) examined e-service quality of community e-commerce platforms including (system design, intelligent fulfilment, security assurance, interactive service) on trust, perceived risk and CE behavior. Nam et al (2020) used the stimulus–organism–response model to conduct a cross-cultural comparison of the impact of e-service quality on consumers’ trust-behavioral intentions in online apparel shopping.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

“…Researchers have emphasized CE in e-commerce (Kennedyd et al , 2022; Fan et al , 2022; Vohra and Bhardwaj, 2019) keeping in view how consumers spend considerable time. According to Abdullah et al (2020), convenience, incentive offers, security and privacy, ease of use, and website reputation all impact e-commerce factors such as product or service information.…”

Section: Literature Review and Conceptual Frameworkmentioning

confidence: 99%

Young consumer engagement at the bottom of pyramid: applying S-O-R framework in e-commerce context

Gupta,

Kumar,

Melese

2023

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Purpose This study aims to identify the key drivers of consumer engagement in e-commerce among young consumers at bottom-of-pyramid (BoP) markets and their impact on continued usage intention. Design/methodology/approach A cross-sectional research design was used to understand low-income customers’ engagement in e-commerce, specifically online shopping. The data for this study were collected from BoP customers in the Indian market. A conceptual model was proposed, and hypotheses were developed using the stimulus–organism–response (S-O-R) framework. For analysis, structural equation modeling was performed using AMOS 20.0 software to test the structural model. Findings The results of the study highlight that perceived importance, technology and infrastructure and social influence are key drivers of e-commerce at BoP customers. Key drivers have shown a significant positive impact on customer engagement which leads to continue usage intention of e-commerce. Furthermore, customer engagement has shown a strong relationship with continue usage intention of e-commerce. Practical implications This study indicates that young consumers’ engagement is important for e-commerce service providers to gain a market share. BoP markets offer immense opportunities to create, develop and sustain e-commerce firms for a long time, especially in India. Managers should recognize the potential of BoP markets, which can generate a huge demand for products and services on e-commerce platforms. Originality/value This study contributes both theoretically and empirically. Theoretically, this adds to the existing knowledge of customer engagement, especially in e-commerce and BoP market segment. Empirically, it tested the conceptual research model of low-income customer engagement in the e-commerce marketplace using the S-O-R framework. The study recommended practical implications for e-retailers/e-commerce service providers engaging BoP customers in a digitally connected and intensively competitive era.

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Effect of e-service quality on customer engagement behavior in community e-commerce

Cited by 20 publications

References 66 publications

How smartwatch use drives user reciprocity: The mediating effects of self-expansion and self-extension

How smartwatch use drives user reciprocity: The mediating effects of self-expansion and self-extension

The impact of service experience on sustainable customer engagement: The mediation of green perceived value and customer satisfaction

Young consumer engagement at the bottom of pyramid: applying S-O-R framework in e-commerce context

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