Ahmad Daryanto

Analyzing Factorial Data Using PLS: Application in an Online Complaining Context

Structural equation modeling (SEM) can be employed to emulate more traditional analysis techniques, such as MANOVA, discriminant analysis, and canonical correlation analysis. Recently, it has been realized that this emulation is not restricted to covariance-based SEM, but can easily be extended to components-based SEM, or partials least squares (PLS) path analysis (Guinot et al. 2001; Tenenhaus et al. 2005; Wetzels et al. 2005). In this paper, we will apply PLS path analysis to a fixed-effects, between-subjects factorial design in an online complaint-handling context. The results of our empirical study reveal that satisfaction with online recovery is determined by the level of both procedural and distributive justice. Furthermore, customers’ satisfaction with the way their complaints are handled has a positive influence on the customers’ intentions to repurchase and to spread positive word of mouth. Taking into account the entire chain of effects, we find that the influence of justice perceptions on behavioral intentions is almost fully mediated by satisfaction. From a managerial perspective, the results of our study provide insight into how to design effective complaint-handling strategies in order to maintain a satisfied and loyal customer base.

Getting a Discount or Sharing the Cost: The Influence of Regulatory Fit on Consumer Response to Service Pricing Schemes

This research examines the regulatory fit effect on perceived value and buying intentions in the context of private health insurance decisions. The so-called value-from-fit effect is assessed in conjunction with the effect of risk perceptions. Value-from-fit results from the interaction effect between regulatory focus concerns (discount vs. cost-sharing policies) and message framing (gain vs. loss). The results show that the fit effect on buying intentions is fully mediated by the perceived value of a health insurance policy and that perceived value functions as partial mediator of the effect of risk perceptions. The relative strength of the regulatory fit effect in explaining customer perceived value is small compared with the impact of perceived risk. The findings suggest that if health insurance providers wish to offer a premium discount, communicating the policy by emphasizing the benefits consumers attain from purchasing a deductible policy (i.e., getting the discount) may enhance the value of the policy. On the other hand, positioning a premium copayment policy can be more effectively done by emphasizing the costs associated with not choosing this policy.

Automation in Credit Card Repayment: A Friend or a Foe? An Abstract

With an average of

Sojourners’ Brand Origin Recognition Accuracy: The Role of Cosmopolitanism and Place Attachment (An Extended Abstract)

880 billion of revolving debt in the USA, it is no surprise that policy developers seek to remedy the global credit card debt problem. Credit card issuers across countries now offer automated payment facilities online to ensure that consumers commit to regular repayments. However, insofar it is unclear whether repayment automation leads to better financial decisions.

Linking initial beliefs, trust, perceived value and purchase intentions in the context of second hand goods sold by unknown online retailers

Do consumers know the origin of brands they see in a marketplace? In today’s interconnected society where brands and consumers move freely across national borders, the question takes on particular importance. A brand’s appeal is inextricably linked to its origin (Papadopoulos et al. 2011). Brands have cultural meaning associated with their origin; these have been found to influence consumers’ brand evaluations and purchasing behaviour (Torelli and Ahluwalia 2012). Brand origin is an important cue that shapes consumer behaviour.

THE ROLE OF GLOBAL SOCIAL BONDING AND CONSUMER ETHNOCENTRISM ON CONSUMER APPRECIATION FOR PRODUCT DIVERSITY

Online shopping is significantly increasing worldwide and is showing a continuous potential in terms of growth, security, price and shopping convenience. A constant 11 % increase in online retail revenues suggests that online orders are increasing and will grow steadily to

Automated Payment, Financial Decision-Making and a Public Policy Conundrum

370 billion in 2017 (Abramovich 2014). This growing trend might be also advantageous for second-hand online retailers as it has been reported that one third of consumers buy more second-hand goods compared to previous years (Chahai 2013).

Service firms and customer loyalty programs: a regulatory fit perspective of reward preferences in a health club setting

This research examines how consumer ethnocentrism and global social bonding affect consumer appreciation for foreign products in the home country. Our research findings show that consumer ethnocentrism lowers diversity appreciation; global social bonding enhances diversity appreciation; and global social bonding moderates the relationship between consumer ethnocentrism and diversity appreciation

Regulatory fit: A meta-analytic synthesis

Credit card issuers across countries now offer automated payment facilities online to ensure that consumers commit to regular repayments. However, insofar it is unclear whether repayment automation leads to better financial decisions. With an average of

Adoption of country‐specific business websites: The case of UK small businesses entering the Chinese market

880 billion of revolving debt in the U.S., it is no surprise that policy developers seek to remedy the global credit card debt problem. The current research makes three contributions. First, our study raises public awareness about the negative effects of automated payments on credit card repayments. Contrary to the established assumptions that autopay helps consumers to manage consumer finances (e.g., www.directdebit.co.uk), our experiment unanimously show that autopay facilities reduce the amount of credit card repayment. Second, our study offers a contemporary and relevant insight into the consumers’ online credit card management, which is distinct from its offline counterpart. Specifically, in an online environment, consumers can process information on their credit card and saving almost simultaneously. For example, some consumers may access credit and saving accounts in different browser tabs, while others who own credit and saving accounts from the same institutions may be able to access both accounts within the same webpage. Finally, our study enriches understanding of individual differences in repayment decisions behaviour. Our results indicate that certain attitudinal tendencies to credit cards heightens the effect of autopay on repayment, but this effect is intensified when the context involves those with low level of saving.