1,720,987 research outputs found
sj-docx-1-jtr-10.1177_00472875211050420 – Supplemental material for Examining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement
No full textSupplemental material, sj-docx-1-jtr-10.1177_00472875211050420 for Examining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement by Ernest Emeka Izogo, Mercy Mpinganjira, Heikki Karjaluoto and Hongfei Liu in Journal of Travel Research</p
Factors Influencing African Postgraduate International Students’ Choice of South Africa as a Study Destination
No full textRisk Management, Trust and Repeat Online Shopping Intentions
No full textE-commerce is a growing phenomenon in Africa. One area of e-commerce that is growing at a very fast rate is online retailing. This is despite concerns that individuals often have in relation to online shopping being associated with more risk than traditional retailing. This chapter looks at practices of online retailers that help in mitigating online shopping risk and the influence of these on customers' levels of trust as well as on their intentions to re-purchase from specific online stores. The findings show that provision of adequate online product information and online store security has positive influence on customers' level of trust in an online store. The findings also show that trust in an online store has significant influence on customers' intentions to repurchase from a store. The findings have wide implications on successful management of online store outlets and these have been highlighted in the chapter. </jats:p
Antecedents of citizenship behaviour in online customer communities: An empirical investigation
Get PDFBackground: Use of online communities for knowledge generation has become a common phenomenon. In order for online communities to serve as affective spaces for knowledge generation and exchange, members need to behave in ways that are in line with good citizenship. However, because of the limited research, not much is known about citizenship behaviour in such communities and the factors that foster such conduct.
Objectives: This article aims to examine the performance of citizenship behaviours by members of online customer communities, and the factors that influence this.
Methodology: Data were collected from 303 contributing members of online customer communities using a structured questionnaire. Structural equation modelling was used to analyse the data collected.
Results: The findings show moderate levels of engagement in citizenship behaviours among the respondents. Engagement in citizenship behaviours was in general found to be influenced more by the level of affective commitment towards the community than by the perceived levels of social support. Both affective commitment and perceived social support were found to have less influence on compliant citizenship behaviour when compared with altruism and personal initiative. Affective commitment was found to influence personal initiative most strongly, while social support had its strongest influence on altruism.
Conclusion: The results provide insights for managers of online customer communities into factors to which they should give attention in order to enhance the performance of citizenship behaviours
Encouraging the Give-and-Take Mentality: An Examination of Factors Influencing Reciprocity in Online Health Communities (An Abstract)
No full textInfluencing consumer engagement in online customer communities: The role of interactivity
Get PDFPurpose: The purpose of this article was to investigate consumer engagement in online customer communities and the influence of interactivity on it. A conceptual model linking different dimensions of interactivity and consumer engagement was proposed and tested.
Rationale: The ability of managers to ensure high levels of consumer engagement depends on them gaining a good understanding of the concept, its manifestations in their context, as well as factors that influence it. This article aims at contributing to this understanding in the context of online customer communities.
Methodology: The article followed a quantitative research approach. Data were collected from 303 members of online customer communities based in Gauteng, South Africa. Structural equation modelling was used to test the hypotheses proposed in the article.
Findings and implications: The results showed that system-related dimensions of interactivity and human interactivity are positively associated with consumer psychological engagement. Psychological engagement was in turn found to be positively associated with behavioural engagement. The findings point to the need for managers to pay attention to system and human related interactivity if they are to influence consumer engagement levels on their sites.
Originality and value of research: Little research exists on consumer engagement, resulting in limited understanding of the concept as well as its antecedents. Focusing on online customer communities, this article contributes to addressing this gap in literature. Managers of online customer communities can use the findings to monitor levels of consumer engagement on their sites and find ways of enhancing it
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