Article history: Received January 25, 2015 Received in revised format 28 March 2015 Accepted 3 May 2015 Available online May 4 2015 Information and communication technology plays essential role for people’s day-to-day business activities. People receive most of their knowledge by processing, recording and transferring necessary information through surfing Internet websites. Internet as an essential part of information technology (IT) has grown remarkably. Nowadays, there have been significant amount of efforts in Iran for developing e-commerce. This paper studies the effects of environmental internet features on internet purchase intention. The study divides internet environment into demographic and technologic parts and, for studying each of them, many features are investigated such as internet connection speed, connectivity model, web browser, type of payments, user’s income, user’s education, user’s gender, frequency of online usage per week and users’ goal for using internet. Using Logistic regression technique, the study has determined a meaningful effects of income, education, connection type, browser and goal on consumers’ behavior. Growing Science Ltd. All rights reserved. 5 © 201

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The effect of web interface features on consumer online purchase intentions

The expectation-confirmation model (ECM) of IT continuance is a model for investigating continued information technology (IT) usage behavior. This paper reports on a study that attempts to expand the set of post-adoption beliefs in the ECM, in order to extend the application of the ECM beyond an instrumental focus. The expanded ECM, incorporating the post-adoption beliefs of perceived usefulness, perceived enjoyment and perceived ease of use, was empirically validated with data collected from an on-line survey of 811 existing users of mobile Internet services. The data analysis showed that the expanded ECM has good explanatory power (R 2 = 57.6% of continued IT usage intention and R 2 = 67.8% of satisfaction), with all paths supported. Hence, the expanded ECM can provide supplementary information that is relevant for understanding continued IT usage. The significant effects of post-adoption perceived ease of use and perceived enjoyment signify that the nature of the IT can be an important boundary condition in understanding the continued IT usage behavior. At a practical level, the expanded ECM presents IT product/service providers with deeper insights into how to address IT users' satisfaction and continued patronage.

The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance

In this paper we argue that the new public management has been a flawed paradigm for public services delivery that has produced very internally efficient but externally ineffective public service organizations. Subsequently we develop the SERVICE framework for sustainable public services and public service organizations. This framework is rooted within the public-service-dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone. Building upon the call of Ashworth et al. (2013) for more theoretical critique and development of public management theory, the central argument of this paper is that the premises that underlie much contemporary public management theory, in its guise as the new public management (NPM), are flawed and have led to variable results in implementation. Far from creating the basis for sustainable public service organizations (PSOs) this body of theory has actually undermined their sustainability by encouraging a short-term, introspective and transactional approach to the delivery of public services (McLaughlin, Osborne and Chew, 2009; Radnor, 2007). We offer an alternative to this, based within the public-service-dominant framework for public services delivery (Osborne, Radnor and Nasi, 2013). We argue that it is essential for PSOs to move beyond the transactional approach and take a relational and public-service-dominant approach that emphasizes three elements: building relationships across the public service delivery system; understanding that sustainability derives from the transformation of user knowledge; and professional understanding of the public service delivery process which is predicated upon the inalienable co-production with service users. Consequently this paper is in three parts. The first part develops a critique of the NPM and poses the ‘new public governance’ (NPG) as an alternative to it. The second part of the paper then offers a framework within which to situate sustainable business models for a whole range of PSOs − the SERVICE framework. The final part of the paper highlights its contribution and implications for theory and practice. Further, because this paper is a conceptual and theoretical one, the research agenda at the end of the paper details the research needed in the future to empirically test, validate and develop the framework proposed.

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The SERVICE framework: a public service-dominant approach to sustainable public services

Moderating effects of time pressure on the relationship between perceived value and purchase intention in social E-commerce sales promotion: Considering the impact of product involvement

Performance of Professional Service Firms from Emerging Markets: Role of Innovative Services and Firm Capabilities

The research examines service delivery innovation architecture and its role in achieving sustainable competitive advantage of firms. The study develops and empirically examines an antecedent based model of service delivery innovation. We collected data from 203 service sector professionals working in Mexican financial and information technology firms, and tested the proposed relationship. Further, the study investigates the moderating role of customer orientation on innovation driven performance outcomes. Results show that customer orientation strengthens the service delivery–performance relationship. This paper aims to contribute to the strategic planning of service firms by guiding their resource allocation to ensure sustainable growth.

Service delivery innovation architecture: An empirical study of antecedents and outcomes

The purpose of this paper is to focus on failures in online flash sales (OFS) and to explore why consumers participate in an OFS even after experiencing service failure. It also examines the role of deal proneness, attribution, and emotions.,Using a mixed method approach to gain insights into this relatively unexplored phenomenon of OFS, this research uses netnography followed by a survey study.,The findings show that deal-prone customers tend to ignore service failures during OFS and re-participate in the future. In the context of OFS, failures attributed to internal locus of attribution (LOA) also have a negative effect on re-participation compared with failures attributed to external LOA. Furthermore, there is a three-way interaction among deal proneness, LOA, and past emotions. The results show that negative past emotions further exacerbate the impact of attribution on the link between deal proneness and re-participation.,In contrast with prior research, the paper shows that consumers participate even after service failure. The proposed difference is between customers who experience different LOA and past emotions offers insights into their behavior after service failure in a new context of an online/electronic commerce event – flash sales. This paper specifically explores the role of internal LOA and finds that it has a more negative impact than external LOA on re-participation.

Service failures after online flash sales: role of deal proneness, attribution, and emotion

Social media has a lot to offer to the marketers in the form of a ‘web of brand-related-conversations’. With the popularity of social media, users indulge in ‘eword-of-mouth’ (eWOM) behaviour while...

Brand-related, Consumer to Consumer, Communication via Social Media:

Purpose




The purpose of this paper is to examine the behavioral outcomes and effectiveness of organizational response to open complaints by consumers following a dissatisfactory service experience.




Design/methodology/approach




Three natural communities (WhatsApp groups) were used with reference to online food and grocery retailing. The respondents comprised community members sharing negative experiences on the group. A scenario implanted in a survey was used as the research approach.




Findings




Consumer advocacy, a form of complaining, is a way to help other community members. The relationship between consumer advocacy and community usefulness strengthens the argument of consumers’ collective concern as one of the motivational frames for consumer advocacy. Consumer advocates show stronger reactions, resulting in brand avoidance following voice complaining. An effective organizational response can mitigate brand avoidance.




Practical implications




Finding ways to restrict and alleviate brand avoidance is an area that is of major interest to practitioners. The study finds that prospective explanations could be a very effective antidote to brand avoidance.




Originality/value




The social side of complaining is a relatively under-researched area. This study examines the relationship between consumer advocacy, community usefulness and brand avoidance. To the best of the authors’ knowledge, this is the first study to examine the moderating effect of organizational response on consumer advocacy and its outcomes in the virtual context.

Investigating consumer advocacy, community usefulness, and brand avoidance

Marketplace helping behavior such as opinion leadership, market maven, and purchase pals that benefit others has been extensively studied. A diverse but similar to other marketplace helping behaviors is the concept of consumer advocacy. Extant review of literature reveals that customer advocacy and consumer advocacy are conceptually different. The former is an organization level construct, and the latter is an individual consumer's ‘generalized tendency to share market information’. It is argued that a following dissatisfactory service encounter, consumer advocates would indulge in market placing helping behavior such as negative word of mouth to prevent other consumers' from having similar marketplace disappointments. Hence, prior studies link consumer advocacy to ‘altruistic tendencies’. On the basis of self-construal theory, this study investigates the motivations for consumer advocacy. Using a scenario-based experimentation implemented in survey method; we establish that consumer advocacy is motivated...

K.R. Jayasimha

Papers

Service delivery innovation architecture: An empirical study of antecedents and outcomes

Service failures after online flash sales: role of deal proneness, attribution, and emotion

Brand-related, Consumer to Consumer, Communication via Social Media:

Investigating consumer advocacy, community usefulness, and brand avoidance

I complain for your good? Re-examining consumer advocacy