Value added or overload? A study of the countervailing effects of non‐core features on mobile banking apps

Lyu, Venessa Chan; Chin, Wynne W.; Zhang, Hongfeng; Liu, Vincent

doi:10.1002/cb.2003

Cited by 9 publications

(6 citation statements)

References 60 publications

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“…The total sample size was 418 responses (215 DNs, 203 DIs), nearly equally representing DNs (51.44%) and DIs (48.56%) (Table 1). The gender split was roughly equal, males 47.13% and females 52.87%, which aligns with findings from previous studies conducted in other countries (Lyu et al, 2022; Saxena et al, 2022). Most users (97.4%) fell within the 18–64 age range, while a smaller proportion (2.6%) was aged 65 years or above.…”

Section: Methodssupporting

confidence: 91%

A digital cohort analysis of consumers' mobile banking app experience

Sharma

2023

Int J Consumer Studies

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The literature on mobile banking has extensively explored various mechanisms underlying service acceptance and continuation. However, there is a lack of research on how the service experience and outcomes differ between digital natives (users born after the digital age) and digital immigrants (users born before the digital age). This study aims to fill this gap by investigating how mobile banking application experience, satisfaction and continued use intention interrelationships differ between digital natives and digital immigrants. The study posits that four components of mobile banking application experience (pragmatic, ease of use, emotional and sensorial) drive continued use intention directly and indirectly through satisfaction. The hypothesized relationships are analysed using a sample of 215 digital natives and 203 digital immigrants and employing the multi‐group analysis in the partial least squares structural equation modelling technique. The study finds that while pragmatic, ease of use and emotional experiences significantly predict satisfaction and continued use, the pattern of associations varies across the digital cohorts. Sensorial experience was consistently found to be insignificant. Satisfaction mediated between the experience dimensions and continued use. The findings suggest that bank managers should recognize the relevant experiences to achieve the satisfaction and continued use of the digital cohorts.

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Section: Methodssupporting

confidence: 91%

A digital cohort analysis of consumers' mobile banking app experience

Sharma

2023

Int J Consumer Studies

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“…Over the last decade, Necessary Condition Analysis (NCA) (Dul 2016b) has emerged as an increasingly used or suggested method in a variety of management and business fields including entrepreneurship (Linder et al 2022;Torres and Godinho 2022), human resource management and organizational behavior (Costa et al 2022;Korman et al 2022), international management (Bolívar et al 2022;Zahoor et al 2023), marketing (Kopplin and Rösch 2021;Liu et al 2022), operations and supply chain management (Knol et al 2018;Stek and Schiele 2021), public and nonprofit management (Abner et al 2022;Blom et al 2022), strategic management (Du and Kim 2021;Klimas et al 2022), technology and innovation management (Dabić et al 2021;Gantert et al 2022;Lyu et al 2022), and tourism and hospitality management (Della Corte et al 2023;Lee et al 2022). Yet, the understanding is still scant of how NCA can be best used for diverse topics and which research questions can be addressed in various fields.…”

Section: Introductionmentioning

confidence: 99%

Necessary condition analysis (NCA): review of research topics and guidelines for good practice

2023

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Necessary condition analysis (NCA) is an increasingly used or suggested method in many business and management disciplines including, for example, entrepreneurship, human resource management, international business, marketing, operations, public and nonprofit management, strategic management, and tourism. In the light of this development, our work delivers a review of the topics analyzed with NCA or in which NCA is proposed as a method. The review highlights the tremendous possibilities of using NCA, which hopefully encourages other researchers to try the method. To support researchers in future NCA studies, this article also provides detailed guidelines about how to best use NCA. These cover eight topics: theoretical justification, meaningful data, scatter plot, ceiling line, effect size, statistical test, bottleneck analysis, and further descriptions of NCA.

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“…Further, the effect of technostress on hotel employees’ well-being and performance has long been debated. Some studies support that the overuse of modern IT in work environments cannot alleviate work overload (Farhoomand and Drury, 2002; Ho and Tang, 2001), and leads to increased employee dissatisfaction with their jobs and peers (Igbaria and Guimaraes, 1999; Lyu et al , 2021). Other studies confirm positive relationships between stress from technology usage and job performance and well-being (Dimartino and Wirth, 1990).…”

Section: Discussionmentioning

confidence: 99%

Technostress and the smart hospitality employee

Chin

Liu

2022

JHTT

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Purpose This study aims to provide a response to calls for research on the consequences of technostress among employees in smart hotels. Based on the person–environment fit and job demands–resources theories, the authors offer a theoretical framework and investigate how factors affect employees’ well-being and performance. Further, the authors investigate the moderating effects of organizational learning on the relationship between technostress and employee well-being and performance. Design/methodology/approach The authors developed and empirically tested a research model based on a survey of 454 respondents in China. The effect of technostress was analyzed by applying the use of partial least squares structural equation modeling. Findings The results support that technostress negatively affects employee well-being (e.g. engagement and overall well-being) and performance. Employee well-being mediates the relationship between technostress and performance. Organizational learning has a countervailing moderating impact on employee well-being and performance. Specifically, organizational learning significantly counteracts the relationship between technostress and performance while significantly exacerbating the relationship between technostress and engagement. Practical implications This study contributes to an enhanced understanding of technostress in smart hotels and provides practical recommendations for assisting hotel managers in improving employee well-being and performance. Originality/value This work represents an early attempt to investigate the impact of technostress on employee well-being and performance in smart hotels. The countervailing moderating effect of organizational learning on employee engagement and performance is identified. In addition, this study is an initial attempt at estimating the predictive contribution of the mediating effects of employee engagement and overall well-being in the relationship between technostress and employee performance in smart hotels.

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Value added or overload? A study of the countervailing effects of non‐core features on mobile banking apps

Cited by 9 publications

References 60 publications

A digital cohort analysis of consumers' mobile banking app experience

A digital cohort analysis of consumers' mobile banking app experience

Necessary condition analysis (NCA): review of research topics and guidelines for good practice

Technostress and the smart hospitality employee

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