Abstract:
This study investigates the effects of different levels of invariance analysis on three dimensional (3D) product authenticity model (3DPAM) constructs in the e- retailing context. A hypothetical retailer website presents a variety of laptops using 3D product visualisations. The proposed conceptual model achieves acceptable fit and the hypothesised paths are all valid. We empirically investigate the invariance across the subgroups to validate the results of our 3DPAM. We concluded that the 3D product authenticity model construct was invariant for our sample across different gender, level of education and study backgrounds. These findings suggested that all our subgroups conceptualised the 3DPAM similarly. Also the results show some non-invariance results for the structural and latent mean models. The gender group posits a non-invariance latent mean model. Study backgrounds group reveals a non-invariance result for the structural model. These findings allowed us to understand the 3DPAMs validity in the e-retail context. Managerial implications are explained.

Abstract

Social media applications have been extensively used and adopted by individuals and organisations in most aspects of daily life. Likewise, researchers have spent much effort in examining and exploring the effectiveness and efficiency of engaging such applications over the marketing context. This study, therefore, realizes the necessity of conducting a review of prior literature of social media over the marketing context especially in the light of the fact that only a small number of studies have been reviewed and conducted in this area. Accordingly, the aim of this study is to systematically review the current literature of social media in the marketing context. By reviewing approximately 71 articles, this study provides an overview of the main themes and trends covered by the relevant literature such as the role of social media on advertising, the electronic word of mouth, customers’ relationship management, and firms’ brands and performance.

Abstract

This article aims to identify the main influencing factors that may influence the adoption of online shopping in the UK by integrating Unified Theory of Acceptance and Use of Technology2 (UTAUT2) and DeLone-McLean model of IS Success with trust (TR), product variety (PRDV) and product guarantee. Data was collected from 388 British online shopping consumers using a structured self-administrated questionnaire. Structural equation modeling (SEM) showed that behavioural intention (BI) was influenced by performance expectancy (PE), convenience (CON), service quality (SerQ), trust (TR), product guarantee (PG), product guarantee (PRDV) and compatibility (COMP), in their order of influencing strength and all together accounted for 70.4% of the variance in BI. Contrary to the authors’ expectations, effort expectancy (EE) and social influence (SI) did not have an influence on BI. The implications of this article to both theory and practice is discussed at the end.

Abstract

The importance of online trust lies at its ability to predict users’ adoption of electronic shopping. However, little is known about the role of three dimensional (3D) product presentations in enhancing online trust based on graphical characteristics (GC) and visual control (VC). Therefore, this paper discusses the effects of different levels of visual control and graphical characteristics on perceived trust. While visual control allows users to manipulate 3D product images (to view products from various angles and distances), graphical characteristics allows consumers to experience different colours and 3D motions of presented products. The individual and joint effects of visual control and graphical characteristics were investigated in a laboratory experiment. Our results showed that visual control and graphical characteristics increased users’ perceived trust. Furthermore, we find an interaction effect of graphical characteristics on perceived trust of the 3D product presentation only when visual control of the 3D product presentation is high.

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Abstract

Abstract

The current research is concerned with identifying and testing the role of three main predictors: consumer involvement,consumer participation,and self-expressive brand on the customer brand engagement (CBE).The customer brand engagement is treated in the current study as multidimensional constructs comprising three main aspects: cognitive processing (CP), affection (AF), and activation (AC). It was also proposed a direct influence for these three aspects of CBE on consumer-based brand equity (CBBE). Using online surveys, we gathered data from fans/followers of mobile phone service providers, via Facebook fan pages in Jordan. The data were analysed using structural equation modelling. Based on structural equation modelling analyses (SEM), it was supported that CBE aspects were largely predicted by the role of consumer involvement (INV), consumer participation(COP),and self-expressive brand (SEB). However, we find that activation impact one dimension of the CBBE dimensions, namely, brand loyalty. Further, we find that brand awareness/associations affect perceived quality but not brand loyalty. To validate the CBE scale, future studies could investigate the impact of the scale using other social media platforms for different brands. The limited amount of empirical research on CBE was the motivation behind this research. In particular, there is no study that has investigated the main predictors of CBE and its consequences over developing context by proposing and testing the association between the antecedents of CBE with the dimensions of CBE, which in turn affect the dimensions of CBBE.

Abstract
Purpose – The purpose of this paper is to develop an integrated framework to explore the influences of
electronic customer relationship management (ECRM) success factors (process fit, customer information
quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn,
impact upon the business financial performance of Jordanian commercial banks in Amman city.
Design/methodology/approach – Using a sample of 343 branch managers, assistant branch managers
and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire,
data were collected and analysed using structural equation modelling (AMOS 17.0).
Findings – The results showed that the ECRM success factors (process fit, customer information quality and
system support) positively affected customer satisfaction, customer trust and customer retention.
Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced
customer retention. It was determined that customer satisfaction, customer trust and customer retention
positively impact on a business’s financial performance.
Originality/value – Previous research lacks the link between ECRM success factors and business
performance (financial and non-financial).
Keywords Business performance, Customer information quality, ECRM success factors, Process fit,
System support
Paper type Research paper

Abstract

Abstract

This study aims to investigate the effects of three dimensional (3D) product authenticity and 3D product telepresence on consumers’ behavioural intention. Particularly, we define and operationalise 3D authenticity based on the psychological state in which virtual objects presented in 3D in a computer-mediated environment are perceived as actual objects. However, to define and operationalise 3D telepresence, we follow the existing literature which emphasises on the transportation state to define consumers’ virtual experience. Moreover, we investigate the effects of control and animated colours on the creation of 3D product authenticity and 3D product telepresence constructs, which in turn impact behavioural intention. A hypothetical retailer website presents a variety of laptops which allow participants to control the content and form of the 3D flash. We find that defining and operationalising virtual experience based on the 3D product authenticity concept is significantly associated with behavioural intention in comparison to the 3D telepresence construct.

Abstract

Abstract

This study aims to build on the understanding of social commerce in the emerging markets and how it influences online communityengagement.Theconceptualmodelwasproposedusingtheoriesincludingthesocialsupporttheory,the trust theory, the social presence theory, the flow theory and the service-dominant logic theory. Using Facebook online community, the data were collected from 400 respondents from Jordan and analysed using AMOS based structural equation modelling. Results revealed that social commerce constructs positively influence social support, community members’ trust and social presence. Furthermore,itwasfoundthatsocialsupportandsocialpresencepositivelyaffectcommunitymembers’trust.Wealsofoundthat community members’ trust positively influence flow whereas both community members’ trust and flow positively influence community engagement.

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Abstract

Introduction

Previous research on e-commerce (Algharabat & Shatnawi, 2014; Algharabat & Zamil, 2013; Elliott & Speck, 2005; Liu & Arnett, 2000; Lohse et al., 2000) posit the importance of development in internet technology which often facilitate the development in product offerings, website designs, service quality, information quality and system quality which as a result enhanced the usefulness, security, playfulness and ease of use of websites.

E-commerce sales in the Middle East continue to grow (Algharabat & Shatanawi, 2014). Therefore, the estimated number of internet users in the Middle East reached 90 Million by 2013 (Algharabat & Shatanawi, 2014). Accordingly, Jordan is one of the Middle East countries which has 69% penetration rate for internet usage in 2013 (Algharabat & Shatanawi, 2014). Furthermore, the size of e-shopping in Jordan is increasing since Jordan is characterized with a high percentage of youth (Algharabat & Shatanawi, 2014).

In an attempt to create distinguished online consumers’ experiences, e-retailers continue to improve and differentiate their website features to affect how users feel, think and do toward online products and/or websites stores (Hess, 2005; Lohse et al., 2000; Fiore et al., 2005a, b). In particular, online retailers employ three dimensional (3D) technology and visual images to enhance consumer responses such as hedonic values (Algharabat & Abu-ElSamen, 2013; Algharabat & Dennis, 2010b), utilitarian values (Algharabat & Dennis, 2012; Algharabat & Dennis, 2010b; Algharabat & Abu-ElSamen, 2013; Algharabat & Shatanawi, 2014), trust (Algharabat, 2014c) and satisfaction (Algharabat & Abu-ElSamen, 2013; Algharabat & Zamil, 2013).

The nature of engaging experiences explained by Pine and Gilmore’s (1999) findings which posit that consumption experiences are enhanced by entertainment, educational, escapist, and esthetic experiences (4Es). Based on the different types of experiences (such as feel, think and do), e-shoppers expect to engage in such experiences (Pine & Gilmore, 1999; Postrel, 2003). This suggests that, for 3D product presentation to facilitate consumer’s experiences, more attention should be placed on website features in order to facilitate purchase decisions and to achieve an enjoyable shopping.

Therefore, this chapter aims to link the impact of 3D product virtual experience on consumption engaging experiences (4Es; entertainment, educational, escapist, and esthetic experiences) which in turn impacts product knowledge and experiential values.

Abstract

Abstract

This study aims to investigate the effects of authentic three-dimensional (3D) product visualisation on consumers’ virtual experience (VE). Particularly, we define and operationalise virtual experience based on three elements: control, animated colours and 3D product authenticity. Moreover, we investigate the effects of control and animated colours on the creation of the 3D product authenticity factor, which in turn impacts consumers’ experiential and instrumental values. A hypothetical retailer website presents a variety of laptops that allow the participants to control the content and form of the 3D flash. The 3D flash permits the participants to change the colour of the laptop and see it in their chosen colour. Also it allows them to get information about the laptop features and attributes. We find that control, animated colours and 3D product authenticity represent the main elements of the virtual experience. Moreover, control and animated colours represent the main antecedents of 3D product authenticity. Also, experiential and instrumental values represent the main consequences of 3D product authenticity.