sWOM and Online Shopping within a Disease Menace: The Case of Vietnam

Le, Xuan Cu; Chu, Ba Quyet

doi:10.15388/omee.2022.13.73

Cited by 6 publications

(3 citation statements)

References 22 publications

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“…Furthermore, Thomas et al (2019) demonstrated that information quantity negatively influences review credibility; thus, customers perceive a higher number of reviews for products as less trustworthy. However, the extant research supports that information quantity is a motivator of customers' willingness to purchase products via social media-based eWOM (Le and Chu, 2022). In the current context, "information quantity" indicates the amount of information that is available for products via chatbots.…”

Section: Research Framework and Hypothesis Developmentmentioning

confidence: 99%

“…Concomitantly, information credibility triggers purchase intention. Though a great number of studies have examined these links in e-commerce and social media (Le and Chu, 2022;Thomas et al, 2019), only a few have considered information credibility as a motivation for purchase intention in the chatbot context. Earlier research revealed that information Inducing AI-powered chatbot use credibility positively affects purchase intention via online reviews (Zhang et al, 2014).…”

Section: Research Framework and Hypothesis Developmentmentioning

confidence: 99%

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Inducing AI-powered chatbot use for customer purchase: the role of information value and innovative technology

2023

JSIT

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Purpose This study aims to understand a customer-purchase mechanism in the artificial intelligence (AI)-powered chatbot context based on the elaboration likelihood model (ELM) and technology acceptance model (TAM). The first objective is to examine how to boost chatbot adoption. The second objective is to investigate the role of information characteristics, technology-related characteristics and attitude toward AI in purchase intention. Design/methodology/approach Data was collected from a sample of 492 users in Vietnam, who are potential customers of chatbots for purchase. Structural equation modeling was applied for data analysis. Findings Results illustrate that chatbot adoption is significantly influenced by information credibility, technology-related factors (i.e. interactivity, relative advantage and perceived intelligence), attitude toward AI and perceived usefulness. Moreover, information quality and persuasiveness motivate information credibility. Information credibility and attitude toward AI are the essential motivations for perceived usefulness. Finally, chatbot adoption and information credibility determine purchase intention. Practical implications The results are insightful for practitioners to envisage the importance of chatbot use for customer purchase in the AI scenario. Additionally, this research offers a framework to practitioners for shaping customer engagement in chatbots. Originality/value The value of this work lies in the incorporation of technology-related characteristics into the two well-established theories, the ELM and TAM, to identify the importance of AI and its applications (i.e. chatbots) for purchase and to understand the formation of perceived usefulness and chatbot use through information credibility and attitude toward AI.

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Section: Research Framework and Hypothesis Developmentmentioning

confidence: 99%

Section: Research Framework and Hypothesis Developmentmentioning

confidence: 99%

Inducing AI-powered chatbot use for customer purchase: the role of information value and innovative technology

2023

JSIT

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“…Otherwise, WOM delineates a forwarding of information to people (Le and Chu, 2022). WOM is negative or positive in the literature of consumer complaints (Gelbrich and Roschk, 2011).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Customers’ positive WOM toward m-banking: a standpoint of extended fairness theory and value-in-use

2023

JSTPM

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Purpose This paper aims to illuminate a mechanism of positive word of mouth (PWOM) toward mobile banking (m-banking) by extending the fairness theory (FAT) with satisfaction (SAT) and value-in-use (VIU). Design/methodology/approach A research model is examined by obtaining data from a web-based survey of 398 respondents who have used m-banking in Vietnam. AMOS 21.0 software is applied to analyze the hypothetical model with covariance-based structural equation modeling. Findings The results reveal that price fairness (PRI) is of primary importance of fairness perception (FAI) in m-banking, followed by informative fairness, procedural fairness, interactional fairness and distributive fairness. Furthermore, SAT and VIU play a vital role in developing PWOM. In addition, FAI exerts a positive influence on SAT and VIU. Practical implications This study would help practitioners have the deep insights into affective and behavioral responses among customers and develop effective marketing trajectories to spur SAT, VIU and PWOM toward m-banking. The results hint that marketers may be tempted to simultaneously focus on the important dimensions of FAIs as they are indispensable to derive SAT and VIU from a customer perspective. This research assists governments and banks to adopt training programs and policies that will incite customer behaviors toward m-banking. Originality/value The value of the work lies in the combination between FAT with SAT to enlighten FAI and PWOM toward m-banking in a developing country. To the best of the authors’ knowledge, this work is among the first to consider VIU that motivates PWOM. Moreover, this study links PRI to FAI to understand PWOM among Vietnamese customers.

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Switching to green vehicles for last-mile delivery: why perceived green product knowledge, consumption values and environmental concern matter

2024

IJLM

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PurposeThis study investigated the intention of carriers to switch to green vehicles in last-mile delivery (GVLDs) in an emerging market.Design/methodology/approachA research model was developed based on the association between consumption value theory (CVT), perceived GVLD knowledge and environmental concern. An online survey was administered to carriers who use conventional vehicles for last-mile delivery. This study examined the model using structural equation modeling.FindingsResults indicate that environmental concern and attitudes toward adopting GVLDs are significantly cultivated through consumption value. Specifically, epistemic value was the most significant in promoting environmental awareness, while social value was paramount in fostering attitudes toward GVLDs. Furthermore, perceived GVLD knowledge motivated consumption value. Similarly, environmental concern positively impacted attitudes toward adopting GVLDs. Finally, environmental concerns and attitudes induced carriers’ intention to switch to GVLDs.Practical implicationsThe findings can help policymakers, manufacturers and logistics providers understand carriers’ decisions of shifting to GVLDs from a perspective of perceived consumption value, green product knowledge and environmental preservation while discussing practical recommendations for promoting the switch to GVLDs.Originality/valueThis study is an early endeavor that elucidates the switching behavior toward adopting GVLDs. It emphasizes incorporating perceived GVLD knowledge and environmental concern into CVT in the context of a developing country. This study enriches the understanding of how to promote environmental awareness and attitudes toward adopting GVLDs.

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sWOM and Online Shopping within a Disease Menace: The Case of Vietnam

Cited by 6 publications

References 22 publications

Inducing AI-powered chatbot use for customer purchase: the role of information value and innovative technology

Inducing AI-powered chatbot use for customer purchase: the role of information value and innovative technology

Customers’ positive WOM toward m-banking: a standpoint of extended fairness theory and value-in-use

Switching to green vehicles for last-mile delivery: why perceived green product knowledge, consumption values and environmental concern matter

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