The role played by perceived usability, satisfaction and consumer trust on website loyalty

Social commerce is emerging as an important platform in e-commerce, primarily due to the increased popularity of social networking sites such as Facebook, Linkedln, and Twitter. To understand the user's social sharing and social shopping intention in social networking Web sites, we conducted an empirical study on a popular microblog to investigate how social factors such as social support and relationship quality affect the user's intention of future participation in social commerce. The results indicate that both factors play a critical role. Social support and Web site quality positively influence the user's intention to use social commerce and to continue using a social networking site. These effects are found to be mediated by the quality of the relationship between the user and the social networking Web site. Our findings not only help researchers interpret why social commerce has become popular, but also assist practitioners in developing better social commerce strategy.

http://www.ecrc.nsysu.edu.tw/liang/paper/2/70%20What%20Drives%20Social%20Commerce%20(IJEC%202011).pdf

What Drives Social Commerce: The Role of Social Support and Relationship Quality

From e-commerce to social commerce: A close look at design features

The effect of web interface features on consumer online purchase intentions

Over the last decade, there has been an increasing focus on service across socioeconomic sectors coupled with transformational developments in information and communication technologies (ICTs). Together these developments are engendering dramatic new opportunities for service innovation, the study of which is both timely and important. Fully understanding these opportunities challenges us to question conventional approaches that construe service as a distinctive form of socioeconomic exchange (i.e., as services) and to reconsider what service means and thus how service innovation may develop. The aim of this special issue, therefore, is to bring together some of the latest scholarship from the Marketing and Information Systems disciplines to advance theoretical developments on service innovation in a digital age.

https://misq.org/misq/downloads/download/editorial/616/

Service innovation in the digital age: key contributions and future directions

Personalized services are increasingly popular in the Internet world This study identifies theories related to the use of personalized content services and their effect on user satisfaction Three major theories have been identified-information overload, uses and gratifications, and user involvement The information overload theory implies that user satisfaction increases when the recommended content fits user interests (ie, the recommendation accuracy increases) The uses and gratifications theory indicates that motivations for information access affect user satisfaction The user involvement theory implies that users prefer content recommended by a process in which they have explicit involvement In this research, a research model was proposed to integrate these theories and two experiments were conducted to examine the theoretical relationships Our findings indicate that information overload and uses and gratifications are two major theories for explaining user satisfaction with personalized services Personalized services can reduce information overload and, hence, increase user satisfaction, but their effects may be moderated by the motivation for information access The effect is stronger for users whose motivation is in searching for a specific target This implies that content recommendation would be more useful for knowledge management systems, where users are often looking for specific knowledge, rather than for general purpose Web sites, whose customers often come for scanning Explicit user involvement in the personalization process may affect a user's perception of customization, but has no significant effect on overall satisfaction

Hung-Jen Lai

Papers

Personalized Content Recommendation and User Satisfaction: Theoretical Synthesis and Empirical Findings

Effect of store design on consumer purchases: an empirical study of on-line bookstores