Virtual community and customer participations in user centric internet service ventures

Lai, Tzyy Jane; Chen, Chih Yung

doi:10.1109/picmet.2008.4599711

Cited by 4 publications

(2 citation statements)

References 21 publications

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“…Although calls have been made to expand the customer citizenship behavior literature, the majority of early works on this topic have focused on citizenship behavior from an offline shopping perspective. A few exceptions have been a handful of research studies that have examined customer citizenship behavior in blog retailing and online communities (Lai and Chen, 2008;Ng and Matanda, 2009). Despite the limited research, the relevance of citizenship behavior in an encounter-oriented e-retailing environment is critical for successful service/product delivery, especially given that personal interactions between service providers and customers are absent.…”

Section: Introductionmentioning

confidence: 99%

Encounter-based antecedents of e-customer citizenship behaviors

Anaza

Zhao

2013

Journal of Services Marketing

110

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Purpose – In the marketing and consumer behavior literature, much remains to be explained about customer citizenship behavior in a highly technological e-retailing context. The purpose of this paper is to present the results of a survey of 186 e-shoppers which was conducted grounded in the social exchange theory. Design/methodology/approach – Structural equation modeling is used to test the proposed model. Findings – The results provide support that e-customer familiarity with an e-store and facilitating conditions provided by an e-retailer influence e-customers ' e-satisfaction, e-loyalty, and e-commitment with an e-retailer, all of which exert different effects on three dimensions of e-customer citizenship behavior. Practical implications – The results of this study offer e-retailers a way to stay ahead of their competitors by focusing on online attributes that are difficult to duplicate when it comes to customer relationship such as e-loyalty, e-commitment and e-customer citizenship behavior. Originality/value – This study represents one of the initial attempts to validate a customer citizenship behavior model in an e-retailing setting using e-store familiarization and facilitating conditions as the primary determinants for developing e-store attitudes and behaviors among e-shoppers.

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Section: Introductionmentioning

confidence: 99%

Encounter-based antecedents of e-customer citizenship behaviors

Anaza

Zhao

2013

Journal of Services Marketing

110

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“…Once members develop a sense of belonging to the group, they share their faith with other members in the group, and consequently, their needs will be met through their commitment to each other over the long term. Prior study [43] pointed out that intensive member interactions will strengthen the bonds among members and result in a stronger social network [44], which can enhance user lock-in [45]. Therefore, as the perception of ease of use increases, users are induced to exchange information via the microblog, and help other users to develop their connection through the interaction.…”

Section: Mediating Effect Of Emotional Connection On User Perception mentioning

confidence: 99%

Bridging User Perception and Stickiness in Business Microblog Contexts: A Moderated Mediation Model

Hsu

Liao

2019

Future Internet

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This study develops a contingent mediation model to investigate whether user perception enhances customer stickiness through emotional connection and further assess such mediating effect varies with different adaptivity. A moderated mediation approach is adopted to test the hypotheses. Findings reveal the mediating role of emotional connection on the link between perceived usefulness and customer stickiness, but not moderated by adaptivity. On the other hand, the results showed that the relationship between perceived ease of use and customer stickiness is not mediated by emotional connection; however, after considering the moderating effect, our results show that moderated mediation exists.

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The effect of community identity on continuance intention of microblogging

Hsu

Lin

2013

IJEB

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Virtual community and customer participations in user centric internet service ventures

Cited by 4 publications

References 21 publications

Encounter-based antecedents of e-customer citizenship behaviors

Encounter-based antecedents of e-customer citizenship behaviors

Bridging User Perception and Stickiness in Business Microblog Contexts: A Moderated Mediation Model

The effect of community identity on continuance intention of microblogging

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