Kit Hong Wong

Adoption of e-procurement and participation of e-marketplace on firm performance: Trust as a moderator

Today, IT has a major influence on commercial activities, accelerating the adoption of e-procurement and e-marketplace participation in many industries. We examined firm motivations for adopting e-procurement for their operations in thee-marketplace and measured their performance to assess its benefits. Trust was considered as a moderating variable between the relationship of e-procurement adoption and e-marketplace participation. A two-stage analysis, including both a qualitative and quantitative approach, was applied. Hypotheses were developed and a model constructed. A research questionnaire was developed and distributed followed by data analysis and testing. The results showed that firms that adopted e-procurement were more likely to participate in the e-marketplace and that the firms performance was enhanced after such participation. Trust was shown to have a moderating effect upon firm willingness to adopt e-procurement when it was considering participation in the e-marketplace.

The effects of customer relationship management relational information processes on customer-based performance

This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative approaches were applied in this study. The results revealed that the completeness of CRM relational information processes facilitates customer-based relational performance (i.e., customer satisfaction, and positive WOM), and in turn enhances profit performance (i.e., efficiency with regard to identifying, acquiring and retaining, and converting unprofitable customers to profitable ones). The alternative model demonstrated that both interaction orientation and CRM readiness play a mediating role in the relationship between information processes and relational performance. Managers should strengthen the completeness and smoothness of CRM information processes, should increase the level of interactional orientation with customers and should maintain firm CRM readiness to service their customers. The implications of this research and suggestions for managers were also discussed. CRM relational info processes to customer-based profit performance via relational performance.Investigated CRM customer-based performance with qualitative and quantitative methods.Examined the moderating role of interaction orientation and CRM readiness.Emphasized the completing rule and reward mechanism of CRM system appropriateness.

Service Quality and Perceived Value of Technology-Based Service Encounters: Evaluation of Clinical Staff Satisfaction in Taiwan

Previous research has evaluated technology-based service encounters (TBSEs) in the delivery of health care by assessing patient satisfaction. This study examined service quality and perceived value of TBSES used in health organisations from the perspective of clinical staff, with staff technology readiness as a moderator. A quantitative survey was conducted in Taiwan, across private and public healthcare organisations. Results showed that TBSEs had a direct effect on service quality and perceived value, which in turn had a direct effect on staff satisfaction in using TBSES. However, service quality had no effect on perceived value when moderated by technology readiness. Theoretical and managerial implications of these findings are discussed.

Applying push-pull-mooring to investigate channel switching behaviors: M-shopping self-efficacy and switching costs as moderators

Abstract The push-pull-mooring model was applied in this study to investigate consumer channel switching intention related to physical and mobile stores. Push effects include mobile information search behavior (with the perceived benefit and cost of search as antecedents) and perceived value (with perceived service quality and perceived price as antecedents) of products and services obtained at a physical store. Pull effects were consumers’ evaluations of the mobile store attractiveness (with mobile characteristics and perceived quality of mobile store as antecedents). Additionally, mobile shopping self-efficacy and switching cost were hypothesized as the mooring effects that intervene in the push and pull effects. A total of 403 valid questionnaires were collected from Taiwanese m-shopping consumers, and structural equation modeling was adopted for quantitative analysis and hypotheses testing. The results indicated that push and pull effects have direct impacts on switching intention, with the exception of the perceived cost of the search. Mooring effects, including m-shopping self-efficacy, procedural and relational switch costs, have a varying degree of moderating effect on the information search behavior, perceived value, mobile store attractiveness and switch intention. This study concluded that retailers should pay more attention to raising consumer value on both physical and mobile channels to diversify their businesses. This not only offers more channel options for consumers to come into contact with retailers (cross-channel retention), but also prevents consumer cross-channel free-riding behavior, and ultimately reduce switching to other retailers.

Consumption Value and social capital on sense of virtual community toward value of co-created information

The proliferation of virtual community (VC) has considerably and positively influenced the disseminationofinformation,however,inwhatsensethatVCmemberswillcontributeandco-create valuetoaVCinformationneedsfurtherdiscussion.Basedontheconsumptionvalue(socialvalue, emotionalvalue,andepistemicvalue)andsocialcapital(structuralcapital,relationalcapital,and cognitivecapital)perspective,thisstudyattemptstodiscusstheevaluationofrelatedfactorsthat affect generating of members’ sense of virtual community (SOVC), in turn, enhance co-created valuetotheinformation.Moreover,extrovert/introverttypeandvirtualcommunityoriginaretaken tomeasurethemoderatingeffectofrelationshipsamongconsumptionvalues,socialvalues,SOVC, andthevalueofco-createdinformation.Atotalof403validrespondentswerecollectedfromTaiwan VCmembersandanalyzedbyusingSEMtechnique.Thestatisticalresultsdemonstratedthatsocial value,emotionalvalue,structuralcapitalandcognitivecapitalpositivelyaffectSOVC,andSOVC ispositivelyrelatedtothevalueofco-createdinformation.Moreover,offline/onlineoriginatedVC significantlymoderatedtherelationshipbetweencognitivecapitalandmembers’SOVC.Thestudy suggestedthatwebmastershouldusesuitableincentivetomotivatemembers’contributionandconduct moreactivitiesincludingdiscussion,leadingoutsomegoodidealfrommembers,whichtoincrease informationco-createdvalueinpractice. KEywORdS Consumption Value Theory, Information Value, Sense of Virtual Community, Social Capital Theory