How consumer acculturation influences interpersonal trust

Chai, Joe Choon Yean; Dibb, Sally

doi:10.1080/0267257x.2013.803140

Cited by 23 publications

(16 citation statements)

References 131 publications

(192 reference statements)

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“…A review of the literature shows that the role of trust in influencing customers' purchase intention remains under-explored in the context of online travel purchases (Ayeh et al, 2013;Filieri et al, 2015;Agag and El-Masry, 2017). Chai and Dibb (2014) have stated that marketing constructs, like trust, tend to differ in different cultures and contexts. As such, this study adds perceived trust as an additional construct in the unified theory of acceptance and use of technology (UTAUT).…”

Section: Introductionmentioning

confidence: 99%

Exploring consumer behavior to purchase travel online in Fiji and Solomon Islands? An extension of the UTAUT framework

Sharma

Singh

Pratt

et al. 2020

IJCTHR

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Purpose This study aims to adopt the unified theory of acceptance and use of technology (UTAUT) model to assess travel purchase intentions in Fiji and Solomon Islands. The UTAUT model is extended with the inclusion of trust and attitude. This allows for new relationships to be tested. Both countries are classified as Small Island Developing States (SIDS). These two countries are chosen because they are both exemplars for developing countries in the Pacific, which are often overlooked in the literature. In doing so, the study increases the generalizability of the research instrument and the UTAUT model. Design/methodology/approach This study adopts a quantitative approach and collects data from Fiji and Solomon Islands residents. The survey instrument comprises two broad sections. The first section contains a standard set of demographic questions, including age, gender, income, and education level. The second section contains the variable items for this study. The snowballing sampling technique was used to collect 620 responses using an online survey. Links to the questionnaire were circulated through the use of social media Facebook. The survey was designed and hosted using an online survey tool (SurveyMonkey). Findings The findings of this study show that both perceived trust and attitude have been found significant in both countries. On the other hand, performance expectancy (PE) and effort expectancy (EE) have not been found significant for Fiji and Solomon Islands respectively. This study also finds that PE affects attitude for both countries, however, EE is only significant in the Solomon Islands. Research limitations/implications Similar to other studies, this study is also bound by limitations that provide fertile ground for future research. The data in this study was based on convenience sampling. Thus, generalizations of the results need to be done with caution. Future research may be conducted that matches the sample to the population proportions. The definition of online travel purchases is another limitation of this study. A broad definition of an online purchase is considered in this study, which involves hotel reservations, holiday packages, cruises, and airline tickets. Thus, future research can be carried considering distinct purchasing motivations of categories of travel products rather than travel being considered as one category. Practical implications The results of this study provide valuable implications for both businesses to formulate and execute strategies to increase customers’ adoption of online travel purchases. The findings show how the differences in characteristics at the country level give rise to differences in customer perceptions and their intention to engage in online travel purchases. In doing so, businesses will be able to exploit the full commercial potential of their travel websites and reduce the administrative and personnel costs associated with traditional purchasing processes. Originality/value Insights from this study would be effective in understanding the unique characteristics of countries and their influence on customer behavior. This would enable more effective strategy development to improve customers' adoption of online travel purchases. The study also contributes theoretically by highlighting the importance of contextual factors in influencing the view of theories. It is one of the first studies to investigate the customer's adoption of technology in SIDS. In doing so, this study increases the generalizability of the research instrument and the UTAUT model by testing it in a developing country context where empirical evidence is lacking.

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Section: Introductionmentioning

confidence: 99%

Exploring consumer behavior to purchase travel online in Fiji and Solomon Islands? An extension of the UTAUT framework

Sharma

Singh

Pratt

et al. 2020

IJCTHR

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“…To date there has been vague and inconsistent use of the term MP (Au & Kauffman, ), although recent studies have started to examine adoption of specific systems, such as Zong MP (Liébana‐Cabanillas, Sánchez‐Fernández, & Muñoz‐Leiva, ), Interbank MP Service (Kapoor, Dwivedi, & Williams, ), and MP using Near Field Communication (NFC; Leong, Hew, Tan, & Ooi, ; Tan, Ooi, Chong, & Hew, ). In addition, Ondrus, Lyytinen, and Pigneur, () argue that successful MP business models cannot be directly imported to different cultural contexts, and there is also evidence that the importance of marketing constructs such as trust can differ by cultural context (e.g., Chai & Dibb, ). Despite this, to the authors’ best knowledge, currently no study has examined adoption of remote MP (RMP) in the United Kingdom.…”

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confidence: 99%

Modeling Consumers’ Adoption Intentions of Remote Mobile Payments in the United Kingdom: Extending UTAUT with Innovativeness, Risk, and Trust

Slade

Dwivedi

Piercy

et al. 2015

Psychology and Marketing

704

521

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General rightsThis document is made available in accordance with publisher policies. Please cite only the published version using the reference above. Full terms of use are available: http://www.bristol.ac.uk/pure/about/ebr-terms which has been criticized for having a deterministic approach without much consideration for users' individual characteristics. Therefore, this study applied the Unified Theory of Acceptance and Use of Technology (UTAUT), extended with more consumer-related constructs, to explore the factors affecting non-users' intentions to adopt RMP in the UK. Quantitative data was collected (n=268) and structural equation modeling was undertaken. The findings revealed that performance expectancy, social influence, innovativeness, and perceived risk significantly influenced non-users' intentions to adopt RMP, whereas effort expectancy did not. Inclusion of MP knowledge as a moderating variable revealed that there was a significant difference in the effect of trust on behavioral intention for those who knew about MP than for those who did not.These findings have important theoretical and practical implications, particularly for the development and marketing of RMP which will support the long-term success of mobile commerce.

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“…For completeness, it includes several control variables. Specifically, the level of acculturation with the culture of the immigrant consumers' current residence may influence their attribution and satisfaction perceptions (Chai and Dibb, 2014;Luedicke, 2011;Peñaloza, 1994). According to Redfield et al (1936, p. 149), acculturation results "when groups of individuals having different cultures come into continuous first-hand contact, with subsequent changes in the original cultural patterns of either or both groups."…”

Section: H2mentioning

confidence: 99%

Attributions of service quality: immigrant customers’ perspective

Sichtmann

Micevski

2018

JSM

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Purpose-This study aims to investigate whether and how strongly cultural (mis)matches influence immigrant customers' satisfaction, as well as if this relationship is mediated by cultural or service employee performance attributions. In addition, the authors test whether attributions differ depending on the service delivery outcome (success vs failure). Design/methodology/approach-The 2 (origin of service employee: Austria or Turkey) Â 2 (service delivery outcome: success or failure) scenariobased experiment includes 120 Turkish immigrant customers in Austria. Findings-Contrary to previous research, the results indicate that in an immigrant customer context, cultural (mis)match does not influence customer satisfaction. The service delivery outcome is a boundary condition. With a positive service delivery outcome, immigrant customers attribute the results to the cultural background of the employee if it is the same as their own, but they attribute success to employees' performance if they belong to the immigration destination culture. For negative service delivery outcomes, neither cultural nor performance attributions arise. Originality/value-This study is the first to focus specifically on immigrant customer behavior in a high-involvement service context. The results challenge the predictions of social identity theory and the similarity-attraction paradigm and highlight that the immigrant context is unique. In this context, attributions play a key role in determining customer satisfaction.

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How consumer acculturation influences interpersonal trust

Cited by 23 publications

References 131 publications

Exploring consumer behavior to purchase travel online in Fiji and Solomon Islands? An extension of the UTAUT framework

Exploring consumer behavior to purchase travel online in Fiji and Solomon Islands? An extension of the UTAUT framework

Modeling Consumers’ Adoption Intentions of Remote Mobile Payments in the United Kingdom: Extending UTAUT with Innovativeness, Risk, and Trust

Attributions of service quality: immigrant customers’ perspective

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