Perceived Quality of Mobile Services : : A Segment-Specific Analysis.
The book investigates user satisfaction with mobile services, the perceived quality of m-commerce products, and the loyalty towards service providers. After introducing the m-commerce value chain and emerging mobile services, the first part examines relevant theories from diffusion of innovations an...
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| Superior document: | Forschungsergebnisse der Wirtschaftsuniversitaet Wien Series ; v.18. |
|---|---|
| : | |
| Place / Publishing House: | Frankfurt a.M. : : Peter Lang GmbH, Internationaler Verlag der Wissenschaften,, 2007. ©2008. |
| Year of Publication: | 2007 |
| Edition: | 1st ed. |
| Language: | English |
| Series: | Forschungsergebnisse der Wirtschaftsuniversität Wien
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| Physical Description: | 1 online resource (206 pages) |
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Table of Contents:
- Cover
- 1 INTRODUCTION
- 1.1 RESEARCH QUESTIONS AND AIMS
- 1.2 IMPLICATIONS
- 1.3 RESEARCH DESIGN
- 1.4 STRUCTURE
- 2 THE EXPLORATIVE RESEARCH
- 2.1 A BRIEF SUMMARY OF QUALITATIVE RESEARCH
- 2.1.1 Advantages and Disadvantages of Qualitative Research Methods
- 2.1.2 Preparing for the Field and the Selection of Experts
- 2.1.3 Qualitative Interviewing
- 2.1.4 Qualitative Data Processing and Analyzing
- 2.2 CARRYING OUT THE QUALITATIVE RESEARCH
- 3 THE M-COMMERCE VALUE CHAIN
- 3.1 THE BASIC MODEL
- 3.2 INFRASTRUCTURE AND SERVICES
- 3.2.1 Mobile Transport
- 3.2.2 Mobile Interface and Applications
- 3.2.2.1 Mobile Phones
- 3.2.2.1.1 Phones as Portable Entertainment Players
- 3.2.2.1.2 Phones as a New Marketing Tool for Retailers and Manufacturers
- 3.2.2.1.3 Phones as a Multi-Channel Shopping Device
- 3.2.2.1.4 Phones as Portable Navigation Guides
- 3.2.2.1.5 Phones as Tickets and Money
- 3.2.2.1.6 Phones as a Mobile Internet Device
- 3.2.3 Mobile Service Technologies and Delivery Support
- 3.2.3.1 Messaging Services
- 3.2.3.2 Security and Privacy
- 3.3 CONTENT
- 3.3.1 Content Creation
- 3.3.2 Content Packaging
- 3.3.3 Market Making
- 3.4 THE MOBILE USER
- 4 MOBILE SERVICES
- 4.1 CHARACTERISTICS OF MOBILE SERVICES
- 4.2 TYPES OF MOBILE SERVICES
- 4.2.1 Information Services
- 4.2.2 Entertainment Services
- 4.2.3 Transaction Services
- 4.2.4 Communication Services
- 4.2.5 Mobile Marketing Services
- 4.2.5.1 Mobile Branding
- 4.2.5.2 Mobile CRM
- 4.2.5.3 Mobile Advertising
- 4.2.5.4 Mobile Market Research
- 5 THEORETICAL AND METHODOLOGICAL FRAMEWORK
- 5.1 RELEVANCE OF THE THEORETICAL FRAMEWORK
- 5.2 DIFFUSION AND ADOPTION THEORIES
- 5.2.1 Diffusion of Innovations
- 5.2.2 Social Cognitive Theory
- 5.2.3 Theory of Planned Behavior &
- Theory of Reasoned Action
- 5.2.4 The Technology Acceptance Model.
- 5.2.5 Task Technology Fit Model
- 5.2.6 Motivational Model
- 5.2.7 Unified Theory of Acceptance and Use of Technology
- 5.2.8 Comparative Analysis of Adoption Models
- 5.3 SERVICE QUALITY
- 5.3.1 Donabedian's Model
- 5.3.2 Grönroos' Model
- 5.3.3 Parasuraman, Zeithaml, Berry
- 5.3.4 Measurement of Service Quality
- 5.3.4.1 SERVQUAL
- 5.3.4.2 SERVPERF
- 5.3.5 Internet Quality
- 5.3.5.1 E-S-Quality
- 5.3.5.2 EC-SERVQUAL
- 5.3.5.3 WebQual by Barnes and Vidgen
- 5.3.5.4 WebQual by Loiacono, Watson and Goodhue
- 5.3.5.5 DeLone and McLean's Model of IS Success
- 5.3.5.6 Sitequal
- 5.3.5.7 eTailQ
- 5.3.5.8 Attitude Toward the Site - AST
- 5.4 BEHAVIORAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY
- 5.4.1 Loyalty
- 5.4.1.1 Day's Two-Dimensional Loyalty Concept
- 5.4.1.2 Loyalty According to Jacoby, Chestnut and Kymer
- 5.4.1.3 The Dick and Basu Loyalty Approach
- 5.4.1.4 Oliver's Dynamic Loyalty Perspective
- 5.4.1.5 Measuring Loyalty
- 5.4.1.6 The Relationship between Customer Satisfaction and Loyalty
- 5.4.2 Value
- 5.4.2.1 Utilitarian Approach to Perceived Value
- 5.4.2.2 Behavioral Approach to Perceived Value
- 5.5 DISCUSSION OF THE RELEVANT MODELS AND CONSTRUCTS
- 5.6 CAUSAL MODELING
- 5.6.1 Causal Models
- 5.6.2 Usage Areas for Causal Models
- 5.6.3 Steps for Structural Equation Modeling
- 5.6.3.1 Model Specification
- 5.6.3.2 Model Identification
- 5.6.3.3 Parameter Estimates
- 5.6.3.4 Model Evaluation Measures
- 5.6.4 M-Plus
- 5.6.4.1 Particularities Estimating Models with Categorical Data
- 5.6.4.2 Estimators in Mplus
- 5.6.4.3 Fit Indices for Categorical Variables
- 6 HYPOTHESES DEVELOPMENT AND MODEL SPECIFICATION
- 6.1 PERCEPTUAL ATTRIBUTES
- 6.2 HIGHER ORDER ABSTRACTIONS
- 6.3 BEHAVIORAL OUTCOMES
- 6.4 MODERATOR EFFECTS
- 6.4.1 Innovativeness
- 6.4.2 Experience
- 6.4.3 Age.
- 7 OPERATIONALIZATION OF THE CONSTRUCTS
- 8 DATA COLLECTION
- 8.1 QUESTIONNAIRE DESIGN
- 8.2 SAMPLING AND SAMPLE SIZE
- 8.3 PRETEST
- 8.4 THE FIELD PHASE
- 9 EMPIRICAL TEST AND ANALYSES
- 9.1 RESPONSE RATE
- 9.2 SAMPLE STRUCTURE
- 9.2.1 Profile of m-parking Users and Non-Users
- 9.2.2 M-Services Usage Behavior
- 9.2.3 M-Parking Usage
- 9.2.4 Data Structure
- 9.3 TEST RESULTS
- 9.3.1 Test of the Hypothesized Model
- 9.3.1.1 Test of the Measurement Model
- 9.3.2 Using Dichotomous Variables for Model Test
- 9.3.2.1 The Measurement Model Using Dichotomous Variables
- 9.3.3 Summary and Interpretation of Findings from the Model Test
- 9.4 ALTERNATIVE MODELS
- 9.4.1 Alternative 1
- 9.4.2 Alternative 2
- 9.5 SEARCHING FOR HETEROGENEITY
- 9.5.1 Multiple Group Analysis
- 9.5.1.1 Innovativeness as Grouping Variable
- 9.5.1.2 Experience as Grouping Variable
- 9.5.1.3 Age as Grouping Variable
- 9.5.2 Latent Class Analysis
- 9.5.2.1 Model Differences
- 9.5.2.2 Distinct Characteristics of the Classes Identified
- 9.5.2.2.1 Class One: Mobile Service Skeptics
- 9.5.2.2.2 Class Two: Undecided Users
- 9.5.2.2.3 Class Three: Cautious Innovators
- 9.5.2.2.4 Class Four: Mobile Service Lovers
- 10 CONCLUSIONS
- 10.1 IMPLICATIONS FOR FUTURE RESEARCH
- 10.2 IMPLICATIONS FOR INDUSTRY
- 11 REFERENCES
- 12 APPENDIX - QUESTIONNAIRE.