Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory

Islam, Jamid Ul; Shahid, Shadma; Rasool, Aaleya; Rahman, Zillur; Khan, Imran; Rather, Raouf Ahmad

doi:10.1108/ijbm-12-2019-0460

Cited by 155 publications

(124 citation statements)

References 142 publications

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“…Scholars have applied the S-O-R model to consumer behavior to explain how environmental stimulus affects consumer behavior through the internal state. Islam [18] used the S-O-R model to investigate how banking websites can activate customer engagement to consequently enhance customer trust and retention. Results revealed that website interactivity, website aesthetics, customization, ease of use, and telepresence positively affect customer engagement.…”

Section: Stimulus-organism-response Modelmentioning

confidence: 99%

The Influences of Consumer-to-Consumer Interaction on Dissatisfactory Consumers’ Repetitive Purchases in Network Communities

2021

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Consumer-to-consumer interaction is an important activity in network communities. Consumer-to-consumer interaction involves information interaction and social interaction, which greatly influences consumers’ experience and behaviors. The model of stimulus-organism-response (S-O-R) is usually applied to explain how environmental stimulus affects consumer behavior through the internal state. Thus, this research takes dissatisfactory consumers as the object, sets information interaction and social interaction as a stimulus, consumer knowledge and trust as an organism, and repetitive purchases as a response. It constructs a theoretical model that consumer-to-consumer interaction influences repetitive purchases through consumer knowledge and trust. In this study, the model and hypotheses were tested by analyzing 328 valid questionnaires. The results show that information interaction had a significant positive effect on consumer knowledge, while social interaction had no significant effect on consumer knowledge. Information interaction and social interaction each had significant positive effects on consumer trust. Consumer knowledge and trust each had significant positive effects on repetitive purchases. Consumer knowledge and trust played a partial mediating role between information interaction and repetitive purchase, respectively. Consumer knowledge had no mediating role between social interaction and repetitive purchases, while consumer trust played a complete mediating role between social interaction and repetitive purchases. The results revealed that the deep mechanism of consumer-to-consumer interaction’s influence on dissatisfactory consumers’ repetitive purchases in network communities further enriched consumers’ purchase behaviors, at least theoretically. This research also provided insights for network community marketing.

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Section: Stimulus-organism-response Modelmentioning

confidence: 99%

The Influences of Consumer-to-Consumer Interaction on Dissatisfactory Consumers’ Repetitive Purchases in Network Communities

2021

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“…Forth, as regards the research concentrated solely on the hospitality industry, it is possible to identify the other factors (e.g. customer engagement, customer experience, affective commitment, service innovation and corporate social responsibility; Rather and Parrey, 2018; Raza et al , 2020) influencing outcome favourability, SSR and loyalty in other industries and across different contexts (Islam et al , 2020; Rather, 2018c). It is recommended that future research be undertaken in areas of education, retailing, destination, banking, or professional services.…”

Section: Discussionmentioning

confidence: 99%

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Shams

Rather

Rehman

et al. 2020

IJCTHR

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Purpose In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty. Design/methodology/approach To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study. Findings The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty. Research limitations/implications The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry. Originality/value This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

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“…Building upon this rationale, banks may integrate mindfulness mechanisms within their interactive web framework to stimulate customers' control over their daily spending by enhancing mindful awareness of the present financial actions and its impact on their financial future. Because the key attributes of banking websites play a significant role in customer responses and relationships (Islam et al, 2020), embedding mindfulness-related pop-up messages within the banking website could be another alternative to solicit desired actions from the customers. The use of pop-up messages is based upon empirical evidence for their effectiveness in enhancing people's awareness level by bringing the consciousness level to the present (Monaghan, 2008).…”

Section: Implications For Theory and Public Policymentioning

confidence: 99%

Relating mindfulness to financial well-being through materialism: evidence from India

Sinha

Kumar

Priyadarshi

2021

IJBM

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PurposeThe purpose of this study is to examine the relationship between dispositional mindfulness and financial well-being (FWB) and the mediating role of materialism on this relationship.Design/methodology/approachA conceptual framework is provided to support the research hypotheses. A survey with 311 working professionals from India allowed the hypothesized relationship to be tested through regression-based models.FindingsThe findings reveal that the three dimensions of FWB – financial anxiety, current money management stress and perceived financial security – are predicted by mindfulness and materialism even after controlling for several demographic variables. Materialism mediates the relationship between mindfulness and FWB.Research limitations/implicationsThe findings are subject to the usual cautions associated with self-reported cross-sectional data. Future research may incorporate mindfulness interventions to establish causal relationships.Practical implicationsThe study provides theoretical guidance to the policymakers and the financial institutions, including banks, which may focus on malleable factors beyond merely income to enhance FWB. Mindfulness is not only a trait but also could be cultivated by various physical and online-based mindfulness practices. Banks may integrate tools promoting mindfulness within their interactive web framework in order to stimulate customers' control over their daily spending through enhancing mindful awareness of present financial actions and their impact on the financial future. Thus, organizations may institutionalize such programs within their framework to help their employees cultivate greater FWB. Mindfulness promotes less anxiety related to financial decisions, which may develop customers' value as well as business opportunities for banks.Originality/valueUnlike other FWB dispositional antecedents, which become relatively stable at the formative stage, mindfulness levels can be enhanced in different age-groups. To our knowledge, this is the first study to empirically establish that mindfulness exerts its beneficial effects on FWB directly, and, through reducing materialistic motives.

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Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory

Cited by 155 publications

References 142 publications

The Influences of Consumer-to-Consumer Interaction on Dissatisfactory Consumers’ Repetitive Purchases in Network Communities

The Influences of Consumer-to-Consumer Interaction on Dissatisfactory Consumers’ Repetitive Purchases in Network Communities

Hospitality-based service recovery, outcome favourability, satisfaction with service recovery and consequent customer loyalty: an empirical analysis

Relating mindfulness to financial well-being through materialism: evidence from India

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