Investigaciones

This study examines the willingness of customers to accept, and their intention to recommend, the services provided by service robots in restaurants. A mixed-methods research approach was taken to evaluate a theoretical model based on behavioural reasoning theory (BRT). The results demonstrated the important influence of positive attitudes and objections to the use of service …

Exploring the antecedents of customers’ willingness to use service robots in restaurants Leer más »

This study shows that relative advantage and perceived challenge positively influence customer perceptions of enjoyment and control, which leads to higher customer engagement behavior. Customers’ perceived enjoyment was also found to mediate the relationship between perceived relative advantage, perceived challenge, and three customer engagement dimensions (i.e., co-developing, influencing, and mobilizing behavior). By studying the factors …

Exploring the effect of relative advantage and challenge on customer engagement behavior with mobile commerce applications Leer más »

This research analyses the intention to recommend the use of the mobile phone as a tool for collecting payments in a shop using iris reading as a biometric measure of the buyer. The moderating effect of the fear of Covid-19 contagion in the proposed relationships was also analysed.  Lee al completo la investigación.

https://www.sciencedirect.com/science/article/pii/S0969698921004082 Retailer mobile applications are one of the principal retail purchase and information search channels. Customer experience is key to retail app success. However, its dimensions and impact on retailer performance have been the subject of only a limited number of studies…

https://www.emerald.com/insight/content/doi/10.1108/IJCHM-10-2020-1244/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer experiences with chatbots…

https://www.tandfonline.com/doi/full/10.1080/13683500.2020.1780200 This research aims to analyse the complexity of the factors that influence intentions to use advanced mobile applications (apps) based on smart technologies like beacons in which tourists can access information through their smartphones while visiting a museum based in the localization. A total of 542 individuals participated in an experiment…

https://www.emerald.com/insight/content/doi/10.1108/IJCHM-09-2020-1032/full/html?utm_source=rss&utm_medium=feed&utm_campaign=rss_journalLatest This paper aims to explore tourist perceived value and attachment to intelligent voice assistants (IVAs) as antecedents of the quality of the human–IVA relationship in the hospitality domain…

https://www.tandfonline.com/doi/full/10.1080/10580530.2020.1818897 Peer-to-peer (P2P) mobile payment is a mobile banking service with major growth potential. We contribute to the body of knowledge on technology adoption by proposing a conceptual model based on the theory of reasoned action…

https://www.sciencedirect.com/science/article/pii/S0969698920313989 This study aims to explain the mechanism by which user experience with retailer applications could lead to loyalty toward retailers. The data were collected through a survey in Indonesia…

https://www.sciencedirect.com/science/article/pii/S0969698920314120 Drawing on the stimulus-organism-response (SOR) framework, a model is tested that improves the understanding of customer loyalty toward social commerce websites. The results showed that: information and service quality are key antecedents of perceived value, whereas rewards and recognition, and customization are non-significant. Perceived value is an important driver of customer loyalty toward these …

Social commerce website design, perceived value and loyalty behavior intentions: the moderating roles of gender, age and frequency of use Leer más »