Evaluating the effectiveness of Didi ride-hailing security measures: An integration model

Security is one of the most critical factors influencing individuals’ mobility. Ensuring security along ride-hailing trips is also a fundamental challenge to service providers. After two cases of rape and homicide, Didi has rectified measures again to meet passengers’ need for security. However, there are few scientific findings concerning the impact of Didi rectified measures on personal perception of security. This study aims to explore critical latent factors that affect individuals’ intentions to use or reuse ride-hailing after the rectification of security measures. This paper examines individuals’ usage intentions by integrating and expanding both the Technology Acceptance Model (TAM) and the Theory of Planned Behavior (TPB). Research results suggest that perceived security, security risk, and government credibility are correlated with the intentions to use or reuse ride-hailing. Importantly, perceived security and security risk both have a direct impact on behavioral intentions from a different perspective. In contrast, government credibility has an indirect effect. Hence, a mediating effect test is conducted. Government credibility could indirectly influence behavioral intention by affecting trust. Finally, this study verifies that the effectiveness of security measures could be evaluated and improved by studying the influence of latent factors on the intentions to use or reuse ride-hailing.     

World culture festivals: Their perceived effect on and value to domestic and international tourism

This study investigated the impact of the festival experience (sensory, cognitive, and behavioural) on the perceived value and loyalty of tourists. The participants were 450 tourists (51.1% domestic; 48.9% international) who attended the 2015 South Korean World Culture festival. Of the international tourists, 44.6% were African (Africans living in Europe and the Americas are partly included). The domestic tourists received a questionnaire in Korean, while the foreign tourists received a questionnaire in English. A regression analysis was used to predict the effect of the festival experience on the tourists’ perceived value and loyalty. Findings suggest that behavioural factors most influenced the perceived value and loyalty of domestic tourists. Cognitive and sensory factors most influenced international and African tourists’ perceptions of value. In addition, the loyalty of African tourists was most influenced by the sensory aspects of the festival.     

Assessing carpooling drivers and barriers: Evidence from Bangkok,Thailand

Carpooling, an innovative transportation sharing economy, has been created to benefit the economy, environment, and society, easing the negative influences of the current transportation system. Therefore, this study explored the key factors that may drive consumers’ intentions to use carpooling services in Bangkok, Thailand. Regarding the theoretical framework, this study applied Social Exchange Theory (SET) and Self-Determination Theory (SDT) and evaluated the data from 409 respondents using Partial Least Square Structural Equation Modelling (PLS-SEM) analysis. There are three important findings in this study. First, although the increase in trust would reduce the privacy risk, the effect is not significant. Second, perceived risk has no impact on consumers’ intentions to use carpooling. Third, sustainability, enjoyment, and economic benefit would significantly form the perceived value, and the perceived value would affect intention to use. The findings enrich the literature on combining SET and SDT and provide theoretical and managerial insights on carpooling research.     

A structural equation modeling approach for the acceptance of driverless automated shuttles based on constructs from the Unified Theory of Acceptance and Use of Technology and the Diffusion of Innovation Theory

The present study investigated the attitudes and acceptance of automated shuttles in public transport among 340 individuals physically experiencing the automated shuttle ‘Emily’ from Easymile in a mixed traffic environment on the semi-public EUREF (Europäisches Energieforum) campus in Berlin. Automated vehicle acceptance was modelled as a function of the Unified Theory of Acceptance and Use of Technology (UTAUT) constructs performance expectancy, effort expectancy, social influence, and facilitating conditions, the Diffusion of Innovation Theory (DIT) constructs compatibility and trialability, as well as trust and automated shuttle sharing. The results show that after adding the DIT constructs, automated shuttle sharing, and trust to the model, the effect of performance expectancy on behavioural intention was no longer significant. Instead, compatibility with current travel was the strongest predictor of behavioural intention to use automated shuttles. It was further found that individuals who are willing to share rides in an automated shuttle with fellow travelers (i.e., automated shuttle sharing) and who trust automated shuttles (i.e., trust) are more likely to intend to use automated shuttles (i.e., behavioural intention). The highest mean rating was obtained for believing that automated shuttles are easy to use, while the lowest mean rating was obtained for feeling safe inside the automated shuttle without any type of supervision. The analysis revealed a preference for the supervision of the automated shuttle via an external control room to the supervision by a human steward onboard. We recommend future research to investigate the hypothesis that compatibility could serve as an even stronger predictor of the behavioural intention to use automated shuttles in public transport than performance expectancy.     

The “Buzz” Behind the Buzz Matters: Energetic and Tense Arousal as Separate Motivations for Word of Mouth

This research provides a novel theoretical framework to explain the missing mechanism behind one of the strongest predictors for engaging in word of mouth (WOM): the consumer's psychological arousal (i.e., greater arousal leads to greater WOM; e.g., Berger, 2011). Across six studies (N = 1,309), we provide evidence for a motivational theory of the arousal–WOM relationship, highlighting the importance of the WOM's valence (positive vs. negative) as well as the consumer's salient type of arousal (energetic vs. tense; Thayer, 1989). In doing so, we demonstrate that consumers use WOM as an arousal management strategy: They are motivated to engage in positive WOM to maintain or increase their energetic arousal and to engage in negative WOM to reduce or eliminate their tense arousal. These findings also demonstrate the importance of the WOM recipient's response for the WOM source to achieve his/her desired arousal state. Thus, this work both expands our understanding of the arousal–WOM relationship and provides a framework for interpreting past work and conducting future investigations into when and how consumers will engage in WOM.     

参照群体类型与自我—品牌联系

自我－品牌联系(Self-brand Connection)指消费者使用某品牌构建、强化和表达自我的程度。研究参照群体的类型对消费者的自我－品牌联系的影响。研究结果表明：三种非成员群体对自我－品牌联系的影响是不同的,消费者会使用品牌形象与渴望群体一致的品牌来表明自己是什么类型的人,也会使用品牌形象与规避群体相悖的品牌来表明自己不是什么类型的人;消费者对成员群体的情感承诺程度会调节成员群体对自我－品牌联系的影响,情感承诺度高、中的成员群体比情感承诺度低的成员群体对自我－品牌联系的影响更大     

Sustainable mobility choices: Exploring the impact of consumers' values,attitudes, perceived behavioural control and subjective norms on the likelihood to choose sustainable mobility options

This study explores consumers' behaviour regarding sustainable mobility options. A mixed-methods approach was adopted to examine the impact of bio-altruistic values, egoistic values, environmental attitudes, attitudes regarding sustainable mobility, perceived behavioural control and subjective norms on the likelihood of choosing sustainable mobility options. To collect the data, an online survey was applied to a sample of 645 Portuguese consumers, which included one single non-mandatory open-ended question to understand which factors could contribute to increase respondents' likelihood to choose more sustainable transport modes. As most studies in the mobility field are quantitative, combining both quantitative and qualitative data provided a greater in-depth analysis with richer findings. Firstly, findings revealed that attitudes towards sustainable mobility, subjective norms, perceived behaviour control, and egoistic values influence the likelihood of choosing sustainable mobility options. However, environmental attitudes, altruistic and biospheric values do not impact this choice. Secondly, consumers highlight that the existence of a broad public transport network, safe bicycle lanes, and accessible prices would contribute to their likelihood of adopting more sustainable mobility behaviours. The content analysis of 402 answers allowed to discover new dimensions that influence sustainable mobility behaviour, such as safety, respect towards bicycle users, mindset adjustment, willpower, and especially physical efforts associated with long distances, bad weather, orography, and the difficulty to transport materials or other people. Based on both quantitative and qualitative findings, the paper provides key recommendations for politicians, urban planners, and transport organisations, that according to respondents, would contribute to increase their use of sustainable mobility.     

Linking self‐determined needs and word of mouth to consumer e‐waste disposal behaviour: A test of basic psychological needs theory

E‐waste is recognized as the fastest growing waste stream in the world. It contains toxic substances such as heavy metals and flame retardants that are hazardous to human and ecological health. Despite these environmental and health hazards, the vast majority of consumers are reluctant to dispose of e‐waste and prefer to store obsolete products at home instead of returning them to manufacturers for recycling. To address this alarming problem, we use the basic psychological needs theory (BPNT) and word of mouth (WOM) to profile consumer behaviour changes and explain self‐reported consumer e‐waste disposal behaviours. Based on longitudinal survey data collected over two rounds from Pakistan, the findings support the role of BPNT. Particularly, the results show that positive WOM messages about e‐waste disposal significantly improve consumers' self‐determined needs that, in turn, fuel consumers' integrated motivation for e‐waste and subsequent e‐waste disposal behaviours. The implications of these findings for practitioners regarding consumer behavioural changes are discussed in‐depth.     

Using a three-stage model of change to understand people’s use of bicycle,public transport,and car

More active ways of travelling (e.g., walking, cycling, and public transport) would benefit both individuals and society. To encourage people’s transition to more active travelling, it is important to understand the decision-making process regarding modal choice. The first aim of this study is therefore to combine a three-stage version of the transtheoretical model of change (TTM; Prochaska & DiClemente, 1983) with the theory of planned behaviour (TPB; Ajzen, 1991) to advance our understanding of the nature of the TTM stages. The second aim is to examine certain characteristics (i.e., age, gender, importance of everyday exercise, importance of environmental issues, perceived accessibility, and satisfaction with travel) of these three stages of change. The study used a web-based questionnaire, an app-based questionnaire, and an app-based travel diary completed by 306 people in the Stockholm area. The observed behaviour measured using the app-based travel diary showed that the three-stage model used in this study was consistent with the participants’ self-reported travel behaviour in using bicycles, public transport, and cars. Interventions focusing on attitude, subjective norm, and perceived behavioural control appear to have potential to move people from one stage to another regardless of initial stage. To make interventions as effective as possible, the stage of change as well as the behavioural, normative, and control beliefs underpinning attitude, subjective norm, and perceived behavioural control must be considered. Finally, more research is needed to advance our knowledge of the relationship between the three stages of change and other variables.     

The Effects of Electronic Word of Mouth on Product Judgment and Choice: The Moderating Role of the Sense of Virtual Community1

Electronic word‐of‐mouth (WOM) communication influences potential consumer attitudes and behavioral intentions toward a product. Since consumers frequently assess online information based on their relationships with communities, rather than with individuals, online communities themselves function as referents for assessing information quality. This study examines whether consumer perceptions toward virtual communities (i.e., sense of virtual community or SOVC) moderate the perceived influence of product comments on attitude and purchase intention. This study manipulated 2 scenarios involving positive comments and negative comments regarding a newly issued game product. Analytical results indicated that SOVC reinforced the influences of online comments on attitude and purchase intention. Thus, marketers should consider the role of virtual communities when implementing WOM strategy online.     

不同社交媒体平台上口碑信息是如何影响购买意愿的？——解释水平和加工流畅性的中介作用

研究基于解释水平理论,探讨了不同社交媒体平台上口碑信息对购买意愿的影响及机制。结果发现：（1）不同社交媒体平台可以激发不同社会距离感;（2）接收高解释水平口碑时,社会距离远平台的用户购买意愿更高,接收低解释水平口碑时,社会距离近平台的用户购买意愿更高,平台类型与口碑类型在解释水平上匹配时影响力最大;（3）其机制是：口碑类型通过调节用户心理表征的解释水平对加工流畅性的影响,进而调节了“平台类型→解释水平→加工流畅性→购买意愿”这一链式中介路径。     

Evaluation context's role in driving positive word‐of‐mouth intentions

Relevant literature recognizes that transaction‐specific and cumulative evaluations are different, but few empirical studies test how these differences might affect the link between product evaluations and word of mouth (WOM). This study addresses this issue by assessing the simultaneous effects of perceived quality and satisfaction on the resulting positive WOM intentions for both types of evaluations. Results reveal that different factors drive positive WOM intentions depending on the context of the study. When the consumers' evaluations are related to a specific transaction, perceived quality is the dominating predictor of positive WOM intentions. When the evaluations are cumulative, satisfaction is the dominating predictor of positive WOM intentions. Copyright © 2012 John Wiley & Sons, Ltd.     

Antecedents of Internet Retailing Loyalty: Differences Between Heavy Versus Light Shoppers

Purpose  The purpose of this study was to explore the moderating effects of heavy versus light shoppers on antecedents of customer’s satisfaction and loyalty toward an Internet retailer. Design/Methodology/Approach  A model discusses the different mechanisms in building an effective exchange relationship with light versus heavy shoppers was developed and tested using Internet book store as the study object. With the assistance of a marketing research firm, an Internet-based survey was employed to gather information on 375 users of Internet bookstores in Taiwan. Findings  The results showed that price/value had a stronger effect on overall satisfaction for light versus heavy shoppers, while trust had a stronger effect on overall satisfaction for heavy versus light shoppers. The study also found that consumers’ irreplaceable asset generated from past transaction with a focal Internet retailer had strong effects on their loyalty responses. Implications  Understanding of the moderating role of heavy versus light shoppers on satisfaction and loyalty formation helps to advance our theoretical understanding of the different routes of satisfaction and loyalty formation for different shoppers. The results of this study can help to inform the practitioners that price may play a role in drawing light shoppers, while perceived trust of the Internet store is more important in retaining heavy shoppers. It also demonstrated the importance of building asset specificity in increasing customer loyalty. Originality/Value  This is one of the first studies to provide evidence of the moderating effects of heavy versus light shoppers on satisfaction and loyalty formation. It explained and tested empirically the different mechanisms of satisfaction and loyalty formation between two groups of consumers.     

论坛客观性与网络口碑接收者的态度

研究了论坛客观性如何影响看帖者对帖子所推荐产品的态度, 及其影响的内在机制和边界条件。结果表明：当论坛不客观时, 看帖者对产品的态度较差, 当论坛比较客观时, 看帖者对产品的态度较好;说服知识在此过程中起中介作用;品牌强度、看帖者过去对品牌的满意度、跟帖者与楼主的熟悉程度会调节论坛客观性对看帖者态度的影响, 当品牌强度相对较弱、看帖者过去对品牌相对不满意、跟帖者与楼主不熟悉或跟帖者与楼主的意见不完全一致时, 论坛客观性显著影响看帖者的态度。     

The antecedents of consumer loyalty in retail banking

• This paper is focused on a study designed to investigate loyalty in retail banking. The research findings suggest that loyalty is the outcome of a cognitive rather than an affective process. The main antecedents of bank loyalty were found to be perceived value, service quality, service attributes, satisfaction, image and trust: constructs that are inter‐related and form a network of loyalty antecedents.

Copyright © 2006 John Wiley & Sons, Ltd.     

Satisfaction,loyalty and word of mouth within the customer base of a utility provider: differences between stayers,switchers and referral switchers

Research on satisfaction, loyalty and word of mouth (WOM) behaviour has made considerable progress within recent years, but important aspects remain neglected. In this paper, it is argued that, within the customer base of service providers, certain groups can be identified which differ from each other with regards to these variables. Hypotheses are developed and tested in a sample of 765 clients of a large German energy provider. The results show that recently acquired customers (switchers) differ from long‐term customers (stayers), and that switchers acquired through customer referrals differ from switchers recruited through advertising or direct mail in their satisfaction, loyalty and WOM behaviour. The paper ends with some important implications for management and future research. Copyright © 2004 Henry Stewart Publications Ltd.     

品牌消费旅程中消费者的认知心理过程——神经营销学视角

品牌消费旅程通常指的是对于品牌消费服务的多维度(包括认知, 情绪, 感觉, 行为和品牌关系)响应。揭示品牌消费旅程的认知心理过程是目前营销学领域之中研究的重点与热点。在梳理当前神经营销领域内有关功能性核磁共振(fMRI)、事件相关电位(ERP)、事件相关震荡(ERO)的相关研究成果后, 将消费者在品牌消费旅程之中的认知心理进程划分为注意吸引、决策形成、消费体验和品牌忠诚四个阶段, 并系统阐述了每个阶段之中消费者心理进程的神经机制与脑区活动, 进而全面立体地揭示消费心理的全貌。未来研究可以进一步探索不同神经指标在具体营销情境下的表征意义, 并结合超扫描技术进一步解析多个被试间的神经耦合情况。     

消费心理学中的风险认知

文章回顾了消费心理学研究中有关风险认知的文献,对于双因素模型、多维度模型、复杂模型和整合模型等风险认知的概念模型进行了综合介绍,并分析了影响消费者风险认知的因素、产品风险与服务风险的差异以及降低风险认知的策略。文章最后展望了消费者风险认知的研究趋势,尤其是电子商务中的风险认知问题。     

Consumers’ intention to use environment-friendly ethical transportation medium: A conceptual framework and empirical evaluation

This study conceptualizes and tests a framework to understand consumers’ intention to use environment-friendly ethical transportation medium. It primarily uses ethical decision-making model and extends it under the purview of self-consistency theory. Based on the survey of 158 respondents and analysis of the framework using structural equation modeling and process macro, this study establishes the mediating role of moral judgement, self-accountability and perceived consumer effectiveness in forming moral intention to use ethical transportation medium. It is one of the first studies to provide insights on consumers’ intention to use environment-friendly ethical transportation medium using the ethical decision-making process. It also contributes to the literature on ethical decision-making in view of additional factors like self-accountability and perceived consumer effectiveness. The overall findings suggest new perspectives on consumers’ ethical decision-making process in the context of choice of transportation medium. The study provides some valuable guidance to the service providers and policymakers dealing with environment-friendly ethical transportation mediums.     

The moderating effects of purchase importance in customer satisfaction process: An empirical investigation

Customer satisfaction continues to draw the interest of researchers and practitioners because it can lead to long term benefits including customer loyalty. Purchase importance plays a role in pre‐purchase process, yet little is known about how it may influence customer satisfaction formation process and loyalty intentions. This study examines the moderating effect of purchase importance in the customer satisfaction formation process and in loyalty intentions. A survey was conducted with customers in a restaurant setting, and structural equation analysis via LISREL was performed. The results show that perceived performance has a stronger influence on satisfaction when purchase importance is low, whereas satisfaction seems to be influenced both by disconfirmation and perceived performance when purchase importance is high. Post‐consumption expectations were found to influence on loyalty intentions under both high and low importance purchase conditions. The implications of these findings are discussed and suggestions for future research are made. Copyright © 2011 John Wiley & Sons, Ltd.