Sense and sensibility in personalized e‐commerce: How emotions rebalance the purchase intentions of persuaded customers

Pappas, Ilias O.; Kourouthanassis, Panos E.; Giannakos, Michail N.; Chrissikopoulos, Vassilios

doi:10.1002/mar.21036

Cited by 90 publications

(86 citation statements)

References 97 publications

(179 reference statements)

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“…The study highlights the importance of positive emotions, consistent with prior works (Kuo and Wu, 2012;Pappas et al, 2014;Pappas et al, 2017a), as they are present in 7 out of 10 solutions, always as a core condition. This suggests that users who feel happy and satisfied when playing mobile games, are like to disregard low perceptions on price value and game content (e.g., an expensive game with poor content) or even any negative emotions when it comes to download a mobile game.…”

Section: Discussion Implications and Future Worksupporting

confidence: 89%

Explaining user experience in mobile gaming applications: an fsQCA approach

Pappas

Mikalef

Giannakos

et al. 2019

INTR

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In the complex ecosystem of mobile applications multiple factors have been used to explain users' behavior, without though focusing on how different combinations of variables may affect user behavior. We show how price value, game content quality, positive and negative emotions, gender, and gameplay time interact with each other to predict high intention to download mobile games. Design/methodology/approach Building on complexity theory we present a conceptual model followed by research propositions. Our propositions are empirically validated through configurational analysis, employing fuzzy-set qualitative comparative analysis (fsQCA) on 531 active users of mobile games. Findings Findings identify ten solutions that explain high intention to download mobile games. Alternative paths are identified depending on the gender and the time users spend playing mobiles games. We highlight the role of price value and game content quality, as well as that of positive emotions which are always core factors when present. Originality/value To identify complex interactions among the variables of interest, fsQCA is employed, differentiating from traditional studies using variance-based methods, leading to multiple solutions explaining the same outcome. None of the variables explains intention to download on its own, but only when they combine with each other. We (1) extend existing knowledge on how price value, game content quality, emotions, gender, and gameplay time combine to lead to high intention to download mobile games, and (2) present a methodology for how to bridge complexity theory with fsQCA, improving our understanding of intention to adopt mobile applications.

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Section: Discussion Implications and Future Worksupporting

confidence: 89%

Explaining user experience in mobile gaming applications: an fsQCA approach

Pappas

Mikalef

Giannakos

et al. 2019

INTR

Self Cite

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“…The link of emotions with satisfaction is inherent and one may lead to the other, or vice versa [17]. Extant research has examined the role of emotions when using online services and how users' behavior is affected by their feelings [4,6]. Specifically in social media, affection has a positive effect on their usage [18], while the way people feel will have an influence on their satisfaction [19].…”

Section: Emotions and Social Media Satisfactionmentioning

confidence: 99%

“…In the context of online services, affective states and their influence in behavior has been examined widely [4][5][6]. Emotions, like enjoyment and pleasure, may increase users' levels of satisfaction with online services [7].…”

Section: Introductionmentioning

confidence: 99%

Motivations and Emotions in Social Media: Explaining Users’ Satisfaction with FsQCA

Pappas

Papavlasopoulou

Kourouthanassis

et al. 2017

Digital Nations – Smart Cities, Innovation, and Sustainability

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This study aims to explain how motivations and emotions combine to influence users' satisfaction with social media. Motivations are decomposed into four attributes, entertainment, information, social-psychological, and convenience, while emotions are divided into their two main categories, that is positive and negative emotions. In order to examine the interplay of these factors and their combined effect on satisfaction, a conceptual model is developed, and validated on a data sample of 582 social media users, through fuzzy-set qualitative comparative analysis (fsQCA). The findings indicate eight configurations that lead to high satisfaction, which show the importance of high convenience, followed by entertainment and information in being satisfied with social media, while emotions and social-psychological factors are less important. This study contributes in social media literature by identifying specific patterns of users for whom these factors are important and influence greatly their satisfaction.

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“…According to Lazarus (), “positive and negative feelings are increasingly recognized as independent of each other” (p. 670). However, positive and negative emotions coexist and may be verified simultaneously (Barclay & Kiefer, ; Pappas, Kourouthanassis, Giannakos, & Chrissikopoulos, ). As Bonfanti () asserts, environments with good signage reduce emotional tension, confusion, and frustration.…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

Vigolo

Bonfanti

Sallaku

et al. 2019

Psychology and Marketing

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Marketing and environmental psychology studies have long emphasized the importance of signage in large and dispersive service settings but have focused little on utilitarian service contexts. Previous studies have also analyzed the role of emotions in customer satisfaction with the servicescape, particularly in hedonic service environments such as malls, hotels, and restaurants, but a limited research has been conducted on the role of emotions in utilitarian service settings such as healthcare services. This study draws from the environmental psychology and service marketing literature to investigate the effects of signage and emotions on satisfaction with the servicescape in the hospital setting. In addition, it explores the moderating effect of emotions on the relationship between signage and satisfaction with the servicescape. The findings show that signage has a positive and significant effect on satisfaction with the servicescape. Negative emotions have a significant negative effect on satisfaction, while positive emotions have no significant effect. Differently from what was expected, emotions do not moderate the relationship between signage and satisfaction. Managerial implications are provided for service managers who wish to design a utilitarian service setting to effectively increase user satisfaction with the servicescape. K E Y W O R D S emotions, hospitals, satisfaction, service environment, service experience, servicescape, signage

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Sense and sensibility in personalized e‐commerce: How emotions rebalance the purchase intentions of persuaded customers

Cited by 90 publications

References 97 publications

Explaining user experience in mobile gaming applications: an fsQCA approach

Explaining user experience in mobile gaming applications: an fsQCA approach

Motivations and Emotions in Social Media: Explaining Users’ Satisfaction with FsQCA

The effect of signage and emotions on satisfaction with the servicescape: An empirical investigation in a healthcare service setting

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