Integration and consistency between web and mobile services

Purpose – Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based environment into the mobile-based environment. However, success in the web services cannot guarantee the success in the mobile services. The purpose of this paper is to identify factors that influence consumer evaluation and use of mobile shopping services in a web-mobile service extension context. Design/methodology/approach – Based on categorization theory, this paper focusses on the role of integration and consistency between web and mobile services. A research model was created and empirically tested on data collected from 298 mobile shopping users in China. Findings – The structural equation modeling analysis indicates that evaluation of source (web service quality) positively affect evaluation of target (perceived mobile service quality and flow in mobile services). The study also found that the relationships between source and tar...

[1]  Scott B. MacKenzie,et al.  Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.

[2]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[3]  Anol Bhattacherjee,et al.  Why end-users move to the cloud: a migration-theoretic analysis , 2014, Eur. J. Inf. Syst..

[4]  Paul R. Cohen,et al.  Automating Path Analysis for Building Causal Models from Data , 1993, ICML.

[5]  Heshan Sun,et al.  Causal Relationships between Perceived Enjoyment and Perceived Ease of Use: An Alternative Approach , 2006, J. Assoc. Inf. Syst..

[6]  Byeng-Hee Chang,et al.  Factors influencing the use of portals on mobile internet devices , 2013, Int. J. Mob. Commun..

[7]  M. Csíkszentmihályi,et al.  Optimal experience: Psychological studies of flow in consciousness. , 1988 .

[8]  John C. Windsor,et al.  An investigation of the smartphone user's in-game purchase intention , 2013, Int. J. Mob. Commun..

[9]  Byunghwa Yang,et al.  The integrated mobile advertising model: The effects of technology- and emotion-based evaluations , 2013 .

[10]  Heng-Chiang Huang,et al.  Understanding what determines consumers' expanded use of mobile videophones , 2012, Behav. Inf. Technol..

[11]  Lihua Huang,et al.  Brand extension of online technology products: Evidence from search engine to virtual communities and online news , 2010, Decis. Support Syst..

[12]  R. Bagozzi,et al.  On the evaluation of structural equation models , 1988 .

[13]  Hsiu-Fen Lin,et al.  An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust , 2011, Int. J. Inf. Manag..

[14]  Thompson S. H. Teo.  Demographic and motivation variables associated with Internet usage activities , 2001, Internet Res..

[15]  Mark Ginsburg,et al.  Exploring the black box of task-technology fit , 2009, CACM.

[16]  Shuiqing Yang,et al.  Does Context Matter? The Impact of Use Context on Mobile Internet Adoption , 2012, Int. J. Hum. Comput. Interact..

[17]  Hsin-Hui Lin,et al.  The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context , 2012 .

[18]  Sung S. Kim,et al.  Out of Dedication or Constraint? A Dual Model of Post-Adoption Phenomena and its Empirical Test in the Context of Online Services , 2009, MIS Q..

[19]  Carla Ruiz-Mafé,et al.  Exploring individual personality factors as drivers of M-shopping acceptance , 2009, Ind. Manag. Data Syst..

[20]  Shuiqing Yang,et al.  Why do consumers adopt online channel? An empirical investigation of two channel extension mechanisms , 2013, Decis. Support Syst..

[21]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[22]  Yong Liu,et al.  The effect of flow experience on mobile SNS users' loyalty , 2010, Ind. Manag. Data Syst..

[23]  Shuiqing Yang,et al.  An empirical investigation of mobile services' cross-category promotions , 2013, Int. J. Mob. Commun..

[24]  Syagnik Banerjee,et al.  Situated or ubiquitous? A segmentation of mobile e-shoppers , 2013, Int. J. Mob. Commun..

[25]  Yongqiang Sun,et al.  Transition of electronic word-of-mouth services from web to mobile context: A trust transfer perspective , 2013, Decis. Support Syst..

[26]  Tao Zhou,et al.  An empirical examination of the determinants of mobile purchase , 2011, Personal and Ubiquitous Computing.

[27]  Marshall Scott Poole,et al.  Antecedents of flow in online shopping: a test of alternative models , 2009, Inf. Syst. J..

[28]  Yong Liu,et al.  Exploring the impact of use context on mobile hedonic services adoption: An empirical study on mobile gaming in China , 2011, Comput. Hum. Behav..

[29]  Sonia San Martín Gutiérrez,et al.  How can a mobile vendor get satisfied customers? , 2013, Ind. Manag. Data Syst..

[30]  Kiseol Yang.  Consumer technology traits in determining mobile shopping adoption: An application of the extended theory of planned behavior , 2012 .

[31]  Kun Chang Lee,et al.  Transfer From Offline Trust to Key Online Perceptions: An Empirical Study , 2007, IEEE Transactions on Engineering Management.

[32]  Namho Chung,et al.  A unified perspective on the factors influencing usage intention toward mobile financial services , 2012 .

[33]  Alain Yee-Loong Chong,et al.  Predicting consumer decisions to adopt mobile commerce: Cross country empirical examination between China and Malaysia , 2012, Decis. Support Syst..

[34]  P. M. Podsakoff,et al.  Self-Reports in Organizational Research: Problems and Prospects , 1986 .

[35]  Barbara Wixom,et al.  Antecedents of Information and System Quality: An Empirical Examination Within the Context of Data Warehousing , 2005, J. Manag. Inf. Syst..

[36]  Lance J. Rips,et al.  Structure and process in semantic memory: A featural model for semantic decisions. , 1974 .

[37]  Kiseol Yang.  Determinants of US consumer mobile shopping services adoption: implications for designing mobile shopping services , 2010 .

[38]  Qing Hu,et al.  Assimilation of Enterprise Systems: The Effect of Institutional Pressures and the Mediating Role of Top Management , 2007, MIS Q..

[39]  Shuiqing Yang,et al.  Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective , 2011, Inf. Manag..

[40]  Cheng Zhang,et al.  Online information product design: The influence of product integration on brand extension , 2013, Decis. Support Syst..

[41]  Gaby Odekerken-Schröder,et al.  Using PLS path modeling for assessing hierarchial construct models: guidelines and impirical illustration , 2009 .

[42]  Thompson S. H. Teo,et al.  Intrinsic and extrinsic motivation in Internet usage , 1999 .

[43]  Jung-Yu Lai,et al.  An empirical study of consumer switching behaviour towards mobile shopping: a Push-Pull-Mooring model , 2012, Int. J. Mob. Commun..

[44]  David M. Boush,et al.  A Process-Tracing Study of Brand Extension Evaluation , 1991 .

[45]  Shuiqing Yang,et al.  Empirical investigation of customers' channel extension behavior: Perceptions shift toward the online channel , 2011, Comput. Hum. Behav..

[46]  Tyler Wry,et al.  Categorizing Categorization Research: Review, Integration, and Future Directions , 2014 .

[47]  Miguel Hernández-Espallardo,et al.  Effect of Brand Associations on Consumer Reactions to Unknown On-Line Brands , 2008, Int. J. Electron. Commer..

[48]  Julie L. Ozanne,et al.  A Study of Information Search Behavior during the Categorization of New Products , 1992 .

[49]  Joon Koh,et al.  A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers , 2004, J. Assoc. Inf. Syst..

[50]  Glenn B. Voss,et al.  Determinants of online channel use and overall satisfaction with a relational, multichannel service provider , 2003 .

[51]  Katherine J. Stewart,et al.  Special Issue: Trust in an Organizational Context: Trust Transfer on the World Wide Web , 2003, Organ. Sci..

[52]  Barry M. Staw,et al.  Self-perception of intrinsic and extrinsic motivation. , 1975, Journal of personality and social psychology.

[53]  Ephraim R. McLean,et al.  Information Systems Success: The Quest for the Dependent Variable , 1992, Inf. Syst. Res..

[54]  J. J. Cronin,et al.  Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments , 2000 .

[55]  Lihua Huang,et al.  Understanding Usage-Transfer Behavior Between Nonsubstitutable Technologies: Evidence From Instant Messenger and Portal , 2009, IEEE Transactions on Engineering Management.

[56]  Wynne W. Chin,et al.  A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic - Mail Emotion/Adoption Study , 2003, Inf. Syst. Res..

[57]  Tao Zhou,et al.  An empirical examination of continuance intention of mobile payment services , 2013, Decis. Support Syst..

[58]  Hyun-Hwa Lee,et al.  Investigating Dimensionality of Multichannel Retailer's Cross-Channel Integration Practices and Effectiveness: Shopping Orientation and Loyalty Intention , 2010 .

[59]  Fred D. Davis,et al.  Extrinsic and Intrinsic Motivation to Use Computers in the Workplace1 , 1992 .