Post-adoption behaviors of e-service customers: The interplay of cognition and emotion
Abstract
The interplay between cognition and emotion has been explored in the consumer behavior literature, but the links between cognition-emotion interplay, satisfaction, and post-adoption behaviors have not been integrated in a single model of customer retention. The authors proposed a model that links these constructs and empirically tested it in e-service settings. The results showed that satisfaction is a significant predictor of all three post-adoption behaviors: continuance, complaint, and recommendation. Negative affective response to e-service use was found to directly predict complaint behavior, but positive affect and negative affect did not influence customer satisfaction. The implications of these findings for e-service customer retention theory and practice are delineated.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
Discomfort negatively affects satisfaction and brand attitudes.
“Evidence has shown that discomfort negatively affects satisfaction (Chea & Luo, 2008) and brand attitudes (Chang, 2011).”
From Mobile shopping cart abandonment: The roles of conflicts, ambivalence, and hesitation (2018) · cites this paper as Chea & Luo, 2008
Cites
Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190 · see citing works
The theory of planned behavior
Ajzen, I. (1991) · Organizational Behavior and Human Decision Processes · doi:10.1016/0749-5978(91)90020-t · Cited by 90,587 · see citing works
Perceived usefulness, perceived ease of use, and user acceptance of information technology
Davis, F. D. (1989) · MIS Quarterly · doi:10.2307/249008 · Cited by 68,483 · see citing works
Statistical Power Analysis for the Behavioral Sciences (2nd ed.).
Lachenbruch, P. A., & Cohen, J. (1989) · Journal of the American Statistical Association · doi:10.2307/2290095 · Cited by 37,385 · see citing works
Multiple regression: testing and interpreting interactions
(1992) · Choice Reviews Online · doi:10.5860/choice.29-3352 · Cited by 36,644 · see citing works
Development and validation of brief measures of positive and negative affect: The PANAS scales.
Watson, D., Clark, L. A., & Tellegen, A. (1988) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.54.6.1063 · Cited by 32,433 · see citing works
A Theory of Cognitive Dissonance
Morvan, C., & O’Connor, A. (2017) · Macat Library eBooks · doi:10.4324/9781912282432 · Cited by 18,284 · see citing works
Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334 · see citing works
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494 · see citing works
Applied Multivariate Statistics for the Social Sciences
Stevens, J. P. (2012) · Routledge eBooks · doi:10.4324/9780203843130 · Cited by 10,652 · see citing works
Understanding Information Systems Continuance: An Expectation-Confirmation Model1
Bhattacherjee, A. (2001) · MIS Quarterly · doi:10.2307/3250921 · Cited by 8,767 · see citing works
Feeling and thinking: Preferences need no inferences.
Zajonc, R. B. (1980) · American Psychologist · doi:10.1037/0003-066x.35.2.151 · Cited by 8,094 · see citing works
Modern Methods for Business Research
(1998) · doi:10.4324/9781410604385 · Cited by 6,534 · see citing works
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003) · Information Systems Research · doi:10.1287/isre.14.2.189.16018 · Cited by 6,479 · see citing works
Structural Equation Modeling and Regression: Guidelines for Research Practice
Gefen, D., Straub, D., & Boudreau, M.-C. (2000) · Communications of the Association for Information Systems · doi:10.17705/1cais.00407 · Cited by 6,416 · see citing works
Satisfaction: a behavioral perspective on the consumer
Oliver, R. L. (2010) · Choice Reviews Online · doi:10.5860/choice.47-6963 · Cited by 6,042 · see citing works
Loewenstein, G. F., Weber, E. U., Hsee, C. K., & Welch, N. (2001) · Psychological Bulletin · doi:10.1037/0033-2909.127.2.267 · Cited by 5,955 · see citing works
Toward a consensual structure of mood.
Watson, D., & Tellegen, A. (1985) · Psychological bulletin · doi:10.1037/0033-2909.98.2.219 · Cited by 5,362 · see citing works
Weiss, H. M., & Cropanzano, R. (1996) · Cited by 3,558 · see citing works
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209358 · Cited by 3,256 · see citing works
Welcome to the experience economy
Benneworth, P. (2019) · University of Twente Research Information · Cited by 2,568 · see citing works
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462 · see citing works
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
Westbrook, R. A., & Oliver, R. L. (1991) · Journal of Consumer Research · doi:10.1086/209243 · Cited by 2,164 · see citing works
E-LOYALTY: YOUR SECRET WEAPON ON THE WEB
Reichheld, F. F., & Schefter, P. (2003) · Cited by 2,073 · see citing works
Heart and Mind in Conflict: The Interplay of Affect and Cognition in Consumer Decision Making
Shiv, B., & Fedorikhin, A. (1999) · Journal of Consumer Research · doi:10.1086/209563 · Cited by 2,044 · see citing works
Taylor, S. A., & Baker, T. L. (1994) · Journal of Retailing · doi:10.1016/0022-4359(94)90013-2 · Cited by 1,999 · see citing works
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
McKinney, V. R., Yoon, K., & Zahedi, F. M. (2002) · Information Systems Research · doi:10.1287/isre.13.3.296.76 · Cited by 1,982 · see citing works
Mano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973 · see citing works
A Reexamination of the Determinants of Consumer Satisfaction
Spreng, R. A., MACKENZIE, S. B., & Olshavsky, R. W. (1996) · Journal of Marketing · doi:10.1177/002224299606000302 · Cited by 1,902 · see citing works
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study
Richins, M. L. (1983) · Journal of Marketing · doi:10.1177/002224298304700107 · Cited by 1,803 · see citing works
Technology Infusion in Service Encounters
Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281013 · Cited by 1,546 · see citing works
Selected Determinants of Consumer Satisfaction and Complaint Reports
Bearden, W. O., & Teel, J. E. (1983) · Journal of Marketing Research · doi:10.2307/3151408 · Cited by 1,460 · see citing works
An empirical analysis of the antecedents of electronic commerce service continuance
Bhattacherjee, A. (2001) · Decision Support Systems · doi:10.1016/s0167-9236(01)00111-7 · Cited by 1,441 · see citing works
Haughey, J. C. (2001) · Cited by 1,410 · see citing works
Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value
Bolton, R. N., Kannan, P. K., & Bramlett, M. D. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281009 · Cited by 1,157 · see citing works
Managing User Trust in B2C e-Services
Gefen, & Straub (2003) · e-Service Journal · doi:10.2979/esj.2003.2.2.7 · Cited by 1,074 · see citing works
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
Singh, J. (1988) · Journal of Marketing · doi:10.1177/002224298805200108 · Cited by 1,051 · see citing works
Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
Oliver, R. L., & Swan, J. E. (1989) · Journal of Consumer Research · doi:10.1086/209223 · Cited by 929 · see citing works
Cognitive determinants of emotion: A structural theory.
Roseman, I. J. (1984) · Cited by 902 · see citing works
WHY SUMMARIES OF RESEARCH ON PSYCHOLOGICAL THEORIES ARE OFTEN UNINTERPRETABLE
Meehl, P. E. (1990) · Psychological Reports · doi:10.2466/pr0.1990.66.1.195 · Cited by 901 · see citing works
Bougie, R., Pieters, R. G. M., & Zeelenberg, M. (2003) · Journal of the Academy of Marketing Science · doi:10.1177/0092070303254412 · Cited by 899 · see citing works
Smith, A. K., & Bolton, R. N. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/03079450094298 · Cited by 867 · see citing works
Emotions in service satisfaction
Liljander, V., & Strandvik, T. (1997) · International Journal of Service Industry Management · doi:10.1108/09564239710166272 · Cited by 655 · see citing works
Customer adoption of e‐service: an experimental study
de Ruyter, K., Wetzels, M. G. M., & Kleijnen, M. H. P. (2001) · International Journal of Service Industry Management · doi:10.1108/09564230110387542 · Cited by 555 · see citing works
A Field Investigation of Causal Relations among Cognitions, Affect, Intentions, and Behavior
Bagozzi, R. (1982) · Journal of Marketing Research · doi:10.1177/002224378201900415 · Cited by 546 · see citing works
Multivariate data analysis with readings (2nd ed.)
Hair, J. F., Anderson, R. E., & Tatham, R. L. (1986) · Macmillan Publishing Co., Inc. eBooks · Cited by 538 · see citing works
Book Review: Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction
Lundstrom, W. J., & Hunt, H. K. (1978) · Journal of Marketing Research · doi:10.2307/3150428 · Cited by 501 · see citing works
A typology of consumer dissatisfaction response styles
Singh, J. (1990) · Journal of Retailing · Cited by 443 · see citing works
The Role of Consumption Emotions in the Satisfaction Response
Phillips, D. M., & Baumgartner, H. (2002) · Journal of Consumer Psychology · doi:10.1207/s15327663jcp1203_06 · Cited by 443 · see citing works
Rust, R. T., & Lemon, K. N. (2001) · International Journal of Electronic Commerce · doi:10.1080/10864415.2001.11044216 · Cited by 408 · see citing works
Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00031-2 · Cited by 319 · see citing works
PLS, Small Sample Size, and Statistical Power in MIS Research
Goodhue, D. L., Lewis, W., & Thompson, R. L. (2006) · Proceedings of the ... Annual Hawaii International Conference on System Sciences/Proceedings of the Annual Hawaii International Conference on System Sciences · doi:10.1109/hicss.2006.381 · Cited by 305 · see citing works
Chebat, J., Davidow, M., & Codjovi, I. (2005) · Journal of Service Research · doi:10.1177/1094670504273965 · Cited by 241 · see citing works
Two-factor Theory and Consumer Satisfaction: Replication and Extension
Maddox, R. N. (1981) · Journal of Consumer Research · doi:10.1086/208845 · Cited by 203 · see citing works
Oliver, R. L. (1994) · ACR North American Advances · Cited by 161 · see citing works
Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services
Liu, V., & Khalifa, M. (2003) · Journal of the Association for Information Systems · doi:10.17705/1jais.00039 · Cited by 158 · see citing works
Satisfaction with Internet-Based Services: The Role of Expectations and Desires
Khalifa, M., & Liu, V. (2002) · International Journal of Electronic Commerce · doi:10.1080/10864415.2002.11044267 · Cited by 153 · see citing works
Critical Themes in Electronic Commerce Research: A Meta-Analysis
Wareham, J. D., Zheng, J., & Straub, D. W. (2005) · Journal of Information Technology · doi:10.1057/palgrave.jit.2000034 · Cited by 132 · see citing works
An Investigation of Consumers' Attitudes Toward Complaining
Richins, M. L. (1982) · ACR North American Advances · Cited by 99 · see citing works
I can’t get no satisfaction: How bundling and multi-part pricing can satisfy consumers and suppliers
Bodily, S. E., & Mohammed, R. (2006) · Electronic Commerce Research · doi:10.1007/s10660-006-6957-x · Cited by 93 · see citing works
THE STATE OF RESEARCH ON INFORMATION SYSTEM SATISFACTION
Khalifa, M., & Liu, V. (2004) · Journal of the Association for Information Systems · Cited by 82 · see citing works
Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services
van Montfort, K., Masurel, E., & RIJN, I. V. (2000) · Service Industries Journal · doi:10.1080/02642060000000033 · Cited by 55 · see citing works
Goal-directed behaviors in marketing: The role of emotion, volition, and motivation
Bagozzi, R. P. (1997) · Psychology and Marketing · doi:10.1002/(sici)1520-6793(199707)14:4 · Cited by 38 · see citing works
Sample Size and Statistical Power
Pingsmann, A. (2000) · Journal of Bone and Joint Surgery · doi:10.2106/00004623-200009000-00028 · Cited by 37 · see citing works
Flagged first, then by citations
1 of the 65 references couldn’t be matched to a known paper.
Cited by
Sorted by citations
Hsu, M., Chang, C., & Chuang, L.-W. (2014) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2014.09.002 · Cited by 330 · see citing works
User acceptance of mobile e-government services: An empirical study
Hung, S., Chang, C., & Kuo, S.-R. (2012) · Government Information Quarterly · doi:10.1016/j.giq.2012.07.008 · Cited by 310 · see citing works
Wu, I. (2012) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.09.001 · Cited by 303 · see citing works
Lee, C.-H., & Chen, C.-W. (2021) · Information · doi:10.3390/info12060241 · Cited by 405 · see citing works
Wang, Y., So, K. K. F., & Sparks, B. (2016) · Journal of Travel Research · doi:10.1177/0047287516657891 · Cited by 268 · see citing works
Attracted to or Locked In? Predicting Continuance Intention in Social Virtual World Services
Zhou, Z., Fang, Y., Vogel, D., Jin, X., & Zhang, X. (2012) · Journal of Management Information Systems · doi:10.2753/mis0742-1222290108 · Cited by 241 · see citing works
Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret
Liao, C., Lin, H.-N., Luo, M. M., & Chea, S. (2016) · Information & Management · doi:10.1016/j.im.2016.12.005 · Cited by 250 · see citing works
Self-citationPromoting online learners’ continuance intention: An integrated flow framework
Guo, Z., Xiao, L., Toorn, C. V., Lai, Y., & Seo, C. (2015) · Information & Management · doi:10.1016/j.im.2015.10.010 · Cited by 229 · see citing works
Kang, Y. S., & Lee, H. (2009) · Computers in Human Behavior · doi:10.1016/j.chb.2009.11.006 · Cited by 226 · see citing works
Wu, I., Chen, K.-W., & Chiu, M.-L. (2016) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2015.11.015 · Cited by 239 · see citing works
Zhou, Z.-Y., Jin, X.-L., & Fang, Y.-L. (2014) · Decision Support Systems · doi:10.1016/j.dss.2014.05.004 · Cited by 236 · see citing works
Shiau, W., & Luo, M. M. (2012) · Behaviour and Information Technology · doi:10.1080/0144929x.2012.671851 · Cited by 216 · see citing works
Self-citationUnderstanding post-adoption behaviors of e-service users in the context of online travel services
Li, H., & Yong, L. (2014) · Information & Management · doi:10.1016/j.im.2014.07.004 · Cited by 207 · see citing works
Mobile shopping cart abandonment: The roles of conflicts, ambivalence, and hesitation
Huang, G.-H., Korfiatis, N., & Chang, C.-T. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2017.12.008 · Cited by 163 · see citing works
An empirical examination of users' post-adoption behaviour of mobile services
Zhou, T. (2010) · Behaviour and Information Technology · doi:10.1080/0144929x.2010.543702 · Cited by 165 · see citing works
Mäntymäki, M., Islam, A. K. M. N., & Benbasat, I. (2020) · Information Systems Journal · doi:10.1111/isj.12262 · Cited by 143 · see citing works
“Some studies investigated online service continuance in conjunction with other post-adoption behaviors such as word of mouth (Chea & Luo, 2008; Li, Liu, Xu, Heikkilä, & van der Heijden, 2015) and purchasing of value-added features (Mäntymäki & Salo, 2011).”
BackgroundZulfiqar, S., Sarwar, B., Aziz, S., Chandia, K. E., & Khan, M. K. (2018) · Journal of Educational Computing Research · doi:10.1177/0735633117746746 · Cited by 143 · see citing works
Shiny happy people buying: The role of emotions on personalized e-shopping
Pappas, I. O., Kourouthanassis, P. E., Giannakos, M. N., & Chrissikopoulos, V. (2014) · Electronic Markets · doi:10.1007/s12525-014-0153-y · Cited by 140 · see citing works
Kim, B. (2012) · Telecommunications Policy · doi:10.1016/j.telpol.2011.11.011 · Cited by 133 · see citing works
Chang, M., & Wu, W. (2012) · Psychology and Marketing · doi:10.1002/mar.20528 · Cited by 128 · see citing works
The Impact of TikTok User Satisfaction on Continuous Intention to Use the Application
Sharabati, A. A., Al-Haddad, S., Khasawneh, M. H. A., Nababteh, N., Mohammad, M., & Ghoush, Q. A. (2022) · Journal of Open Innovation Technology Market and Complexity · doi:10.3390/joitmc8030125 · Cited by 106 · see citing works
Yousaf, A., Mishra, A., Taheri, B., & Kesgin, M. (2021) · Information & Management · doi:10.1016/j.im.2021.103543 · Cited by 112 · see citing works
(2012) · Cited by 100 · see citing works
User satisfaction with battery electric vehicles in South Korea
Kwon, Y., Son, S., & Jang, K. (2020) · Transportation Research Part D Transport and Environment · doi:10.1016/j.trd.2020.102306 · Cited by 92 · see citing works
Can music improve e-behavioral intentions by enhancing consumers’ immersion and experience?
Cuny, C., Fornerino, M., & Helme-Guizon, A. (2015) · Information & Management · doi:10.1016/j.im.2015.07.009 · Cited by 96 · see citing works
Information Technology Continuance Intention
Nabavi, A., Taghavifard, M. T., Hanafizadeh, P., & Taghva, M. R. (2016) · International Journal of E-Business Research · doi:10.4018/ijebr.2016010104 · Cited by 96 · see citing works
Understanding the Determinants of Consumers' Switching Intentions in a Standards War
Lin, T., & Huang, S. (2014) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415190105 · Cited by 97 · see citing works
Factors Affecting the Use of Facial-Recognition Payment: An Example of Chinese Consumers
Zhang, W. K., & Kang, M. (2019) · IEEE Access · doi:10.1109/access.2019.2927705 · Cited by 92 · see citing works
Rahardja, U., Sigalingging, C. T., Putra, P. O. H., Hidayanto, A. N., & Phusavat, K. (2023) · SAGE Open · doi:10.1177/21582440231151919 · Cited by 85 · see citing works
Luo, M. M., & Chea, S. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2018.01.014 · Cited by 81 · see citing works
Self-citationFacilitation of consumer loyalty toward branded applications: The dual-route perspective
Tseng, T. H., & Lee, C. T. (2018) · Telematics and Informatics · doi:10.1016/j.tele.2018.03.002 · Cited by 77 · see citing works
Kim, J., Ahn, K.-M., & Chung, N. (2012) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2012.695282 · Cited by 77 · see citing works
Liang, C., & Shiau, W. (2018) · Asia Pacific Journal of Tourism Research · doi:10.1080/10941665.2018.1528290 · Cited by 72 · see citing works
Determinants of mobile value-added service continuance: The mediating role of service experience
Wang, K. (2014) · Information & Management · doi:10.1016/j.im.2014.11.005 · Cited by 71 · see citing works
Zulfiqar, S., Alreshidi, H. A., Moteri, M. A. A., Feroz, H. M. B., Yahaya, N., & Al-Rahmi, W. M. (2021) · Sustainability · doi:10.3390/su13041838 · Cited by 69 · see citing works
Wang, X., Zheng, J., Tang, L. R., & Luo, Y. (2022) · Tourism Management · doi:10.1016/j.tourman.2022.104675 · Cited by 68 · see citing works
Chang, C., Hsu, M., Hsu, C.-S., & Cheng, H. (2013) · Behaviour and Information Technology · doi:10.1080/0144929x.2012.745607 · Cited by 70 · see citing works
Online shopping cart abandonment: A review and research agenda
Wang, S., Cheah, J., & Lim, X. (2022) · International Journal of Consumer Studies · doi:10.1111/ijcs.12876 · Cited by 63 · see citing works
Customer Responses to Channel Migration Strategies toward the E-channel
Trampe, D., Konuş, U., & Verhoef, P. C. (2014) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2014.05.001 · Cited by 61 · see citing works
Predicting the Likelihood of Voiced Complaints in the Self-Service Technology Context
Robertson, N. L., & Shaw, R. N. (2009) · Journal of Service Research · doi:10.1177/1094670509333789 · Cited by 61 · see citing works
Gwebu, K. L., Wang, J., & Guo, L. (2014) · Decision Support Systems · doi:10.1016/j.dss.2014.08.004 · Cited by 60 · see citing works
Bijmolt, T. H. A., Huizingh, K. R. E., & Krawczyk, A. (2014) · Internet Research · doi:10.1108/intr-03-2012-0056 · Cited by 62 · see citing works
Watch It! Factors Driving Continued Feature Use of the Smartwatch
Ogbanufe, O., & Gerhart, N. (2017) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2017.1404779 · Cited by 59 · see citing works
Kang, Y. S., Min, J., Kim, J., & Lee, H. (2013) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2012.12.004 · Cited by 57 · see citing works
Social Networking Service: Motivation, Pleasure, and Behavioral Intention to Use
Kim, J., Shim, J. P., & Ahn, K.-M. (2011) · Journal of Computer Information Systems · doi:10.1080/08874417.2011.11645505 · Cited by 57 · see citing works
The plight of humanity: Online impulse shopping in China
Akram, U., Hui, P., Khan, M. K., Saduzai, S. K., Akram, Z., & Bhatti, M. H. (2017) · Human Systems Management · doi:10.3233/hsm-171768 · Cited by 56 · see citing works
Predicting user continuance intention towards M-pesa in Kenya
Osah, O., & Kyobe, M. E. (2017) · African Journal of Economic and Management Studies · doi:10.1108/ajems-03-2017-148 · Cited by 50 · see citing works
How to Achieve Sustainable Development of Mobile Payment through Customer Satisfaction—The SOR Model
Chen, S.-C., Chung, K. C., & Tsai, M. Y. (2019) · Sustainability · doi:10.3390/su11226314 · Cited by 53 · see citing works
Examining the influence of satisfaction and regret on online shoppers' post-purchase behaviour
Tata, S. V., Prashar, S., & Parsad, C. (2020) · Benchmarking An International Journal · doi:10.1108/bij-06-2020-0332 · Cited by 49 · see citing works
The role of consumption emotions in users’ mobile gaming application continuance intention
Zheng, L. (2019) · Information Technology and People · doi:10.1108/itp-04-2018-0197 · Cited by 48 · see citing works
Camacho, S., Hassanein, K., & Head, M. M. (2017) · Information & Management · doi:10.1016/j.im.2017.11.004 · Cited by 46 · see citing works
Kim, B., Kang, M., & Jo, H. (2014) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2014.888501 · Cited by 45 · see citing works
Wu, I., & Huang, C.-Y. (2013) · Behaviour and Information Technology · doi:10.1080/0144929x.2013.866163 · Cited by 43 · see citing works
UNDERSTANDING THE EFFECTS OF EWOM ON COSMETIC CONSUMER BEHAVIORAL INTENTION
Chen, C.-W. (2014) · International Journal of Electronic Commerce Studies · doi:10.7903/ijecs.1030 · Cited by 43 · see citing works
Conversational AI chatbots as counselors for hospitality employees
Wang, Y., Chi, O. H., Saito, H., & Lu, Y. (2024) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2024.103861 · Cited by 45 · see citing works
The influence of perceived media richness of marketing channels on online channel usage
Lipowski, M., & Bondos, I. (2018) · Baltic Journal of Management · doi:10.1108/bjm-04-2017-0127 · Cited by 39 · see citing works
Salo, M., & Frank, L. (2015) · Information Systems Journal · doi:10.1111/isj.12081 · Cited by 39 · see citing works
Using simulation system for collaborative learning to enhance learner’s performance
Zulfiqar, S., Zhou, R., Asmi, F., & Yasin, A. (2018) · Cogent Education · doi:10.1080/2331186x.2018.1424678 · Cited by 37 · see citing works
Kim, B. (2012) · Cyberpsychology Behavior and Social Networking · doi:10.1089/cyber.2012.0128 · Cited by 35 · see citing works
User's Segmentation on Continued Knowledge Management System Use in the Public Sector
Huang, C. (2019) · Journal of Organizational and End User Computing · doi:10.4018/joeuc.2020010102 · Cited by 34 · see citing works
“Deal with it”: How coping with e-service innovation affects the customer experience
Ciuchita, R., Mahr, D., & Odekerken‐Schröder, G. (2019) · Journal of Business Research · doi:10.1016/j.jbusres.2019.05.036 · Cited by 37 · see citing works
Lee, C.-H., Chen, C., Huang, S., Chang, Y.-T., & Demirci, S. (2021) · International Journal of Electronic Commerce Studies · doi:10.7903/ijecs.1971 · Cited by 46 · see citing works
Impact of functional/cognitive and emotional advertisements on image and repurchase intention
Han, H., Nguyen, H. N., Song, H. J., Lee, S., & Chua, B. (2018) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2019.1531803 · Cited by 32 · see citing works
Consumers' perceptions of mobile banking continuous usage in Finland and South Africa
Shaikh, A. A., Karjaluoto, H., & Chinje, N. B. (2015) · International Journal of Electronic Finance · doi:10.1504/ijef.2015.070528 · Cited by 31 · see citing works
Tomer, G., Mishra, S. K., & Qureshi, I. (2022) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2022.102518 · Cited by 30 · see citing works
The role of customers in co-creating m-services in the O2O model
Hsieh, J. (2017) · Journal of service management · doi:10.1108/josm-03-2016-0062 · Cited by 28 · see citing works
The relative impact of gratitude and transactional satisfaction on post-complaint consumer response
Simon, F. L., Tossan, V., & Ghesquiere, C. C. (2013) · Marketing Letters · doi:10.1007/s11002-013-9271-0 · Cited by 27 · see citing works
Influences of place attachment and social media affordances on online brand community continuance
Wang, K., Tai, J. C. F., & Chang, H. (2019) · Information Systems and e-Business Management · doi:10.1007/s10257-019-00418-7 · Cited by 27 · see citing works
Investigating Mobile Banking Continuance Intention: A Mixed-Methods Approach
Hidayat-ur-Rehman, I., Ahmad, A., Khan, M. N., & Mokhtar, S. A. (2021) · Mobile Information Systems · doi:10.1155/2021/9994990 · Cited by 26 · see citing works
The impact of mobile tour information services on destination travel intention
Kim, J. Y., Chung, N., & Ahn, K. M. (2017) · Information Development · doi:10.1177/0266666917730437 · Cited by 26 · see citing works
Tang, J., Yang, F. Y., & Yang, T. (2023) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2023.101302 · Cited by 27 · see citing works
Deciphering ‘Urge to Buy’: A Meta-Analysis of Antecedents
Paul, J., Kaur, J., Arora, S., & Singh, S. V. (2022) · International Journal of Market Research · doi:10.1177/14707853221106317 · Cited by 25 · see citing works
How do live-stream channels shape impulse buying behaviour? Empirical research on Vietnamese youth
Pham, A. D., Pham, N. H., Nguyen, M. N., Giap, N. T. H., Bui, D. L., Bui, T. L., & Dao, T. T. T. (2023) · Asia Pacific Business Review · doi:10.1080/13602381.2023.2265320 · Cited by 28 · see citing works
Anger and fear: effects of negative emotions on hotel employees' information technology adoption
Zheng, L., & Montargot, N. (2021) · International Journal of Productivity and Performance Management · doi:10.1108/ijppm-01-2020-0013 · Cited by 24 · see citing works
Ray, S., & Seo, D. (2013) · Information & Management · doi:10.1016/j.im.2013.07.008 · Cited by 24 · see citing works
Exploring the Factors Influencing Continuance Usage of Over-the-Top Services
Chang, P., & Chang, H.-Y. (2020) · International Journal of Technology and Human Interaction · doi:10.4018/ijthi.2020100108 · Cited by 23 · see citing works
A Meta-Analysis of Emotion and Cognition in Information System
Shiau, W., Shi, P., & Yuan, Y. (2020) · International Journal of Enterprise Information Systems · doi:10.4018/ijeis.2021010107 · Cited by 23 · see citing works
A study of active and passive user participation in virtual communities
Horng, S.-M. (2016) · Journal of electronic commerce research · Cited by 23 · see citing works
Budiardjo, E. K., Pamenan, G., Hidayanto, A. N., Meyliana, M., & Cofriyanti, E. (2017) · Knowledge Management & E-Learning An International Journal · doi:10.34105/j.kmel.2017.09.012 · Cited by 25 · see citing works
Collaborative governance in shared accommodation platform: Moderating role of perceived risk
Jiang, G., Zhang, M., Cai, X., & Feng, X. (2021) · Journal of Hospitality and Tourism Management · doi:10.1016/j.jhtm.2021.09.005 · Cited by 23 · see citing works
Trust, Social Presence and Customer Loyalty in Social Virtual Worlds
Mäntymäki, M., & Salo, J. (2010) · Journal of the Association for Information Systems · Cited by 22 · see citing works
The effects of transforming mobile services into mobile promotions
Hsieh, J. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.08.033 · Cited by 22 · see citing works
How mindset and store familiarity impact online stockout responses
Gunness, A., & Oppewal, H. (2020) · International Journal of Retail & Distribution Management · doi:10.1108/ijrdm-02-2018-0034 · Cited by 21 · see citing works
Kim, D., & Kim, B. (2018) · Sustainability · doi:10.3390/su10114284 · Cited by 21 · see citing works
Kim, B. (2017) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2017.1304607 · Cited by 21 · see citing works
The effectiveness of random discounts for migrating customers to the mobile channel
Vries, E. L. E. D., & Zhang, S. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.01.041 · Cited by 20 · see citing works
Examining the key factors influencing loyalty and satisfaction toward the smart factory
Jo, H. (2022) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-02-2021-0124 · Cited by 20 · see citing works
Interplay of cognition and emotion in IS usage
Yang, I., & Bahli, B. (2015) · Journal of Enterprise Information Management · doi:10.1108/jeim-12-2013-0092 · Cited by 19 · see citing works
Ong, A. K. S., Dejucos, M. J. R., Rivera, M. A. F., Muñoz, J. V. D. J., Obed, M. S., & Robas, K. P. E. (2022) · Heliyon · doi:10.1016/j.heliyon.2022.e11293 · Cited by 17 · see citing works
Understanding continuance intention in traffic-related social media
Chen, V., Nguyen, T., & Oncheunjit, M. (2019) · Internet Research · doi:10.1108/intr-02-2019-0045 · Cited by 17 · see citing works
Xia, Y. X., & Chae, S. W. (2021) · Sustainability · doi:10.3390/su13042366 · Cited by 18 · see citing works
Sutarso, Y., & Suharmadi, A. (2011) · SSRN Electronic Journal · Cited by 16 · see citing works
“Man, this frustrates me”: change of consumer emotions in online discussions
Haavisto, P., & Sandberg, B. (2015) · Journal of Research in Interactive Marketing · doi:10.1108/jrim-03-2014-0018 · Cited by 13 · see citing works
Rezvani, A., Khosravi, P., Nuwangi, S. M., & Perera, M. (2012) · Journal of the Association for Information Systems · Cited by 13 · see citing works
Chen, C., Yu, P.-H., & Li, Y. (2016) · Cited by 13 · see citing works
Why do not satisfied consumers show reuse behavior? The context of online games
Tseng, F.-M., & Wang, C.-Y. (2013) · Computers in Human Behavior · doi:10.1016/j.chb.2012.12.011 · Cited by 13 · see citing works
Tran, H. T. D., & Kim, M. (2023) · Sustainability · doi:10.3390/su15139972 · Cited by 12 · see citing works
Effects of Utilitarian and Hedonic Emotion on the Use of Online Banking Service
Hung, W.-H. J., Tseng, C.-L., Chang, F.-K., & Ho, C. (2021) · Journal of Global Information Management · doi:10.4018/jgim.20211101.oa5 · Cited by 12 · see citing works
Continuance of Professional Social Networking Sites: A Decomposed Expectation-Confirmation Approach
Islam, A. K. M. N., & Mäntymäki, M. (2012) · International Conference on Information Systems · Cited by 12 · see citing works
Determinants of the User's Satisfaction and Continued Usage Intention in IPTV Services
Jung, C., & Chung, Y.-S. (2012) · Journal of Digital Convergence · doi:10.14400/jdpm.2012.10.4.137 · Cited by 12 · see citing works
- Authors
- Chea, S., & Luo, M. M.
- Affiliations
- University of Hawaiʻi at Mānoa (US)
- Yuan Ze University (TW)
- Venue
- International Journal of Electronic Commerce
- Publisher
- Informa UK Limited
- Published
- 2008-04
- Volume
- 12
- Issue
- 3
- Pages
- 29-56
- ISSN
- 1086-4415 (ISSN-L)
- 1557-9301
- OpenAlex
- W2125776938
- Cited by
- 188
- References
- 65
- Citations by year
- 2026: 3 · 2025: 6 · 2024: 7 · 2023: 7 · 2022: 17 · 2021: 12 · 2020: 9 · 2019: 10 · 2018: 11 · 2017: 11 · 2016: 10 · 2015: 11 · 2014: 13 · 2013: 13 · 2012: 22
- FWCI
- 16.96
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- International Journal of Electronic Commerce (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Keywords
- post-adoption behavior, customer satisfaction, customer retention, continuance intention, complaint behavior, word-of-mouth recommendation, emotional responses, positive affect, negative affect
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
