Hsin-Hui Lin

The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing

Given that e-tailing service failure is inevitable, a better understanding of how service failure and recovery affect customer loyalty represents an important topic for academics and practitioners. This study explores the relationship of service failure severity, service recovery justice (i.e., interactional justice, procedural justice, and distributive justice), and perceived switching costs with customer loyalty; as well, the moderating relationship of service recovery justice and perceived switching costs on the link between service failure severity and customer loyalty in the context of e-tailing are investigated. Data collected from 221 useful respondents are tested against the research model using the partial least squares (PLS) approach. The results indicate that service failure severity, interactional justice, procedural justice and perceived switching costs have a significant relationship with customer loyalty, and that interactional justice can mitigate the negative relationship between service failure severity and customer loyalty. These findings provide several important theoretical and practical implications in terms of e-tailing service failure and recovery.

The measurement and dimensionality of e-learning blog satisfaction: Two-stage development and validation

Purpose – The purpose of this paper is to develop and validate a multi-dimensional instrument to measure e-learning blog satisfaction (ELBS). Design/methodology/approach – This study introduces and defines the construct of ELBS, provides an empirical validation of the construct and its underlying dimensionality, develops a generic ELBS instrument with desirable psychometric properties, and investigates the instruments theoretical and practical applications. Findings – After analyzing data from a calibration sample (n=238) and a validation sample (n=226), this study proposes a five-factor, 20-item ELBS instrument. Practical implications – This empirically validated instrument will be useful to researchers in terms of developing and testing blog-based learning theories, as well as to educators in terms of understanding students’ ELBS and promoting the use of blog-based learning systems. Originality/value – This study is a pioneering effort to develop and validate a multi-dimensional instrument to measure ELBS.

Measuring mobile learning readiness: scale development and validation

– Based on the literature on technology readiness, online learning readiness, and mobile computer anxiety, the purpose of this paper is to develop and validate a mobile learning readiness (MLR) scale which can be used to assess individuals’ readiness to embrace m-learning systems. , – Based on previous literature, this study conceptualizes the construct of MLR and generates an initial 55-item MLR scale. A total of 319 responses are collected from a three-month internet-based survey. Based on the sample data, this study provides an empirical validation of the MLR construct and its underlying dimensionality, and develops a generic MLR scale with desirable psychometric properties, including reliability, content validity, criterion-related validity, convergent validity, discriminant validity, and nomological validity. , – This study develops and validates a 19-item MLR scale with three dimensions (i.e. m-learning self-efficacy, optimism, and self-directed learning). A tentative norm of the MLR scale is presented, and the scale’s theoretical and practical applications are also discussed. , – This study is a pioneering effort to develop and validate a MLR scale. The results of this study are helpful to researchers in building m-learning theories and to educators in assessing and promoting individuals’ acceptance of m-learning systems.

What drives users’ intentions to purchase a GPS Navigation app: The moderating role of perceived availability of free substitutes

Purpose Grounded on the value-based adoption model and innovation diffusion theory, this study examined consumer purchase decisions of mobile Global Positioning System (GPS) navigation apps. In addition, this study also investigated the moderating role that perceived availability of free substitutes (PAFS) plays in the relationship between perceived value and purchase intention. The paper aims to discuss these issues. Design/methodology/approach Data collected from 219 mobile users were analyzed against the research model using the partial least squares approach. Findings The results showed that compatibility, relative advantage, perceived enjoyment, perceived cost (positively), and complexity (negatively) influenced these users’ value perceptions and purchase decisions. Furthermore, PAFS significantly weakened the positive relationship between perceived value and purchase intentions. Practical implications Based on these findings, the authors provide practical suggestions for mobile app developers to increase mobile app sales. This study also helps advance knowledge of mobile internet marketing. Originality/value This study is a pioneering effort in explaining consumer purchase intentions in the context of mobile GPS navigation app.

Factors affecting users’ continuance intention of mobile social network service

ABSTRACT This study investigates the factors that influence users’ intention to continue using social network service applications (apps) on mobile devices. We drew on the uses and gratifications (U&G) paradigm and innovation diffusion theory; these were augmented with the factors that characterize mobile social network service (MSNS) usage. The proposed framework explained the relationships between these factors and the intention to continue using MSNS apps. A web-based survey was used to collect data for analysis. The results indicated that critical mass, mobility, compatibility, purposive value, and entertainment value were important drivers of users’ intention to continue using MSNS apps. The findings contribute to existing U&G paradigm, innovation diffusion theory, and MSNS usage literature. The paper closes with a discussion of useful insights relevant to researchers and practitioners in terms of developing and implementing MSNS apps that have high retention rates.

Developing and validating a model for assessing paid mobile learning app success

ABSTRACT With the proliferation of paid mobile learning applications (m-learning apps), understanding how to assess their success has become an important issue for academics and practitioners. Based on the information systems (IS) success models and the value-based adoption model, this study developed and validated a multidimensional model for assessing paid m-learning app success. The proposed model describes the interrelationships among seven paid m-learning app success variables: system quality, information quality, perceived enjoyment, perceived fee, user satisfaction, intention to reuse, and learning effectiveness. Data collected from 160 paid m-learning app users were tested against the research model using structural equation modeling (SEM). The empirical findings provide evidence that learning effectiveness is affected by user satisfaction and intention to reuse, which, in turn, are determined by system quality, information quality, perceived enjoyment, and perceived fee. The findings of this study provide several important theoretical and practical implications for the development, implementation, and promotion of paid m-learning apps.

The Measurement and Dimensionality of Mobile Learning Systems Success: Two-Stage Development and Validation

The main purpose of this study is to develop and validate a multidimensional instrument for measuring mobile learning systems success (MLSS) based on the previous research. This study defines the construct of MLSS, develops a generic MLSS instrument with desirable psychometric properties, and explores the instrument’s theoretical and practical applications. By analyzing data from a calibration sample (n = 241) and a validation sample (n = 209), this study proposes a 6-factor, 25-item MLSS instrument. This empirically validated instrument will be useful to researchers in developing and testing mobile learning theories, as well as to educators in understanding MLSS from students’ perspective and promoting the use of mobile learning systems.