What motivates customers to participate in social commerce? the impact of technological environments and virtual customer experiences

Information and Management

Volumn 51, Issue 8, 2014, Pages 1017-1030

  Zhang, Hong ^a   Lu, Yaobin ^b   Gupta, Sumeet ^c   Zhao, Ling ^b  

^a WUHAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (China)

^b HUAZHONG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (China)

^c INDIAN INSTITUTE OF MANAGEMENT RAIPUR   (India)

Author keywords

Participation behavior; S O R model; Social commerce; Social media; Technological environment; Virtual customer experience

Indexed keywords

COMMERCE;

CUSTOMER EXPERIENCE; PARTICIPATION BEHAVIOR; R MODELS; SOCIAL COMMERCES; SOCIAL MEDIA; TECHNOLOGICAL ENVIRONMENT;

SALES;

EID: 84919730417     PISSN: 03787206     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.im.2014.07.005     Document Type: Article

References (71)

1. J.C. Anderson, and D.W. Gerbing Structural equation modeling in practice: a review and recommended two-step approach Psychol. Bull. 03 3 1988 411 423
2. A. Animesh, A. Pinsonneault, S.-B. Yang, and W. Oh An odyssey into virtual worlds: exploring the impacts of technological and spatial environments on intention to purchase virtual products MIS Q. 5 3 2011 789-A3
3. J.S. Armstrong, and T.S. Overton Estimating nonresponse bias in mail surveys J. Mark. Res. 4 3 1977 396 402
4. J. Baker, D. Grewal, and A. Parasuraman The influence of store environment on quality inferences and store image J. Acad. Mark. Sci. 2 4 1994 328 339
5. P.M. Bentler, and D.G. Bonett Significance tests and goodness of fit in the analysis of covariance structures Psychol. Bull. 8 3 1980 588 606
6. J. Berger, and K.L. Milkman What makes online content viral? J. Mark. Res. 9 2 2012 192 205
7. P.M. Blau Exchange and Power in Social Life 1964 John Wiley & Sons New York, NY
8. Booz and Co. Turning Like to Buy Social Media Emerges as a Commerce Channel 2011 Booz and Co. http://www.booz.com/media/uploads/BaC-Turning-Like-to-Buy.pdf
9. M.W. Browne, and R. Cudeck Single sample cross-validation indices for covariance structures Multivar. Behav. Res. 4 4 1989 445 455
10. H.H. Chang, and S.-S. Chuang Social capital and individual motivations on knowledge sharing: participant involvement as a moderator Inf. Manage. 48 1 2011 9 18
11. C.-J. Chen, and S.-W. Hung To give or to receive? Factors influencing members' knowledge sharing and community promotion in professional virtual communities Inf. Manage. 47 4 2010 226 236
12. W.W. Chin Commentary: issues and opinion on structural equation modeling MIS Q. 2 1 1998 vii xvi
13. W.W. Chin, A. Gopal, and W.D. Salisbury Advancing the theory of adaptive structuration: the development of a scale to measure faithfulness of appropriation Inf. Syst. Res. 8 4 1997 342 367
14. J. Choi, H.J. Lee, and Y.C. Kim The influence of social presence on customer intention to reuse online recommender systems: the roles of personalization and product type Int. J. Electron. Comm. 6 1 2011 129 154
15. J. Crocker, and A. Canevello Creating and undermining social support in communal relationships: the role of compassionate and self-image goals J. Pers. Soc. Psychol. 5 3 2008 555 575
16. M. Csikszentmihalyi Beyond Boredom and Anxiety 1975 Jossey-Bass San Francisco
17. R.G. Curty, and P. Zhang Social commerce: looking back and forward Proc. Am. Soc. Inf. Sci. Technol. 8 1 2011 1 10
18. T. Daugherty, M.S. Eastin, and L. Bright Exploring consumer motivations for creating user-generated content J. Interact. Advert. 8 2 2008 16 25
19. U.M. Dholakia, R.P. Bagozzi, and L.K. Pearo A social influence model of consumer participation in network- and small-group-based virtual communities Int. J. Res. Mark. 1 3 2004 241 263
20. S.A. Eroglu, K.A. Machleit, and L.M. Davis Empirical testing of a model of online store atmospherics and shopper responses Psychol. Mark. 0 2 2003 139 150
21. C. Fornell, and D.F. Larcker Evaluating structural equation models with unobservable variables and measurement error J. Mark. Res. 8 1 1981 39 50
22. D. Gefen, and D.W. Straub Consumer trust in B2 C e-Commerce and the importance of social presence: experiments in e-Products and e-Services Omega 2 6 2004 407 424
23. E. Gofiman The Presentation of Self in Everyday Life 1959 Double-day New York, NY
24. Y.M. Guo, and M.S. Poole Antecedents of flow in online shopping: a test of alternative models Inf. Syst. J. 9 4 2009 369 390
25. K. Hassanein, and M. Head The impact of infusing social presence in the web interface: an investigation across product types Int. J. Electron. Comm. 0 2 2005 31 55
26. A.V. Hausman, and J.S. Siekpe The effect of web interface features on consumer online purchase intentions J. Bus. Res. 2 1 2009 5 13
27. D.L. Hoffman, and T.P. Novak Marketing in hypermedia computer-mediated environments: conceptual foundations J. Mark. 0 3 1996 50 68
28. J.S. House Work Stress and Social Support 1981 Addison-Wesley Reading, MA
29. Z. Huang, and M. Benyoucef From e-commerce to social commerce: a close look at design features Electron. Comm. Res. Appl. 2 4 2013 246 259
30. Z. Jiang, and I. Benbasat Investigating the influence of the functional mechanisms of online product presentations Inf. Syst. Res. 8 4 2007 454 470
31. Z. Jiang, J. Chan, B.C.Y. Tan, and C. Wei Siong Effects of interactivity on website involvement and purchase intention J. Assoc. Inf. Syst. 1 1 2010 34 59
32. H.F. Kaiser An index of factorial simplicity Psychometrika 9 1 1974 31 36
33. S. Kim, and H. Park Effects of various characteristics of social commerce (s-commerce) on consumers' trust and trust performance Int. J. Inf. Manage. 3 2 2013 318 332
34. Y.J. Kim, J. Baker, and J. Song An exploratory study of social factors influencing virtual community members' satisfaction with avatars Commun. AIS 0 36 2007 567 593
35. R.B. Kline Principles and Practice of Structural Equation Modeling 1998 The Guilford Press New York, NY
36. S.Y.X. Komiak, and I. Benbasat The effects of personalization and familiarity on trust and adoption of recommendation agents MIS Q. 0 4 2006 941 960
37. K. Kreijns, P.A. Kirschner, W. Jochems, and H. Van Buuren Measuring perceived sociability of computer-supported collaborative learning environments Comput. Educ. 49 2 2007 176 192
38. N. Kumar, and I. Benbasat Research note: the influence of recommendations and consumer reviews on evaluations of websites Inf. Syst. Res. 7 4 2006 425 439
39. Y. Lee, A.N.K. Chen, and V. Ilie Can online wait be managed? The effect of filler interfaces and presentation modes on perceived waiting time online MIS Q. 6 2 2012 365 394
40. T.P. Liang, Y.T. Ho, Y.W. Li, and E. Turban What drives social commerce: the role of social support and relationship quality Int. J. Electron. Comm. 6 2 2011 69 90
41. T.P. Liang, and E. Turban Introduction to the special issue social commerce: a research framework for social commerce Int. J. Electron. Comm. 6 2 2011 5 14
42. A. Mehrabian, and J.A. Russell An Approach to Environmental Psychology 1974 The MIT Press Cambridge, MA
43. T.P. Novak, D.L. Hoffman, and Y.-F. Yung Measuring the customer experience in online environments: a structural modeling approach Mark. Sci. 9 1 2000 22 42
44. R. Olbrich, and C. Holsing Modeling consumer purchasing behavior in social shopping communities with clickstream data Int. J. Electron. Comm. 6 2 2011 15 40
45. M. Pagani, and A. Mirabello The influence of personal and social-interactive engagement in social TV web sites Int. J. Electron. Comm. 6 2 2011 41 68
46. D.V. Parboteeah, J.S. Valacich, and J.D. Wells The influence of website characteristics on a consumer's urge to buy impulsively Inf. Syst. Res. 0 1 2009 60 78
47. C.W. Phang, A. Kankanhalli, and R. Sabherwal Usability and sociability in online communities: a comparative study of knowledge seeking and contribution J. Assoc. Inf. Syst. 0 10 2009 721 747
48. J. Preece Sociability and usability in online communities: determining and measuring success Behav. Inf. Technol. 20 5 2001 347 356
49. L. Qiu, and I. Benbasat An investigation into the effects of Text-To-Speech voice and 3D avatars on the perception of presence and flow of live help in electronic commerce ACM Trans. Comput.-Hum. Int. 2 4 2005 329 355
50. R. Rishika, A. Kumar, R. Janakiraman, and R. Bezawada The effect of customers' social media participation on customer visit frequency and profitability: an empirical investigation Inf. Syst. Res. 4 1 2013 108 127
51. P. Sautter, M.R. Hyman, and V. Lukosius E-tail atmospherics: a critique of the literature and model extension J. Electron. Comm. Res. 5 1 2004 14 24
52. L.H. Shaw, and L.M. Gant In defense of the Internet: the relationship between Internet communication and depression, loneliness, self-esteem, and perceived social support Cyberpsychol. Behav. 5 2 2002 157 171
53. D.-H. Shin Defining sociability and social presence in social TV Comput. Hum. Behav. 9 3 2013 939 947
54. J. Steuer Defining virtual reality: dimensions determining telepresence J. Commun. 2 4 1992 73 93
55. K.Y. Tam, and S.Y. Ho Understanding the impact of web personalization on user information processing and decision outcomes MIS Q. 0 4 2006 865 890
56. K.Y. Tam, and S.Y. Ho Web personalization as a persuasion strategy: an elaboration likelihood model perspective Inf. Syst. Res. 6 3 2005 271 291
57. Q. Tang, B. Gu, and A.B. Whinston Content contribution for revenue sharing and reputation in social media: a dynamic structural model J. Manage. Inf. Syst. 9 2 2012 41 76
58. S.E. Taylor, D.K. Sherman, H.S. Kim, J. Jarcho, K. Takagi, and M.S. Dunagan Culture and social support: who seeks it and why? J. Pers. Soc. Psychol. 7 3 2004 354 362
59. H.-T. Tsai, and P. Pai Positive and negative aspects of online community cultivation: implications for online stores' relationship management Inf. Manage. 49 2 2012 111 117
60. V. Venkatesh, and F.D. Davis A theoretical extension of the technology acceptance model: four longitudinal field studies Manage. Sci. 6 2 2000 186 204
61. A. Virk Twitter: The Strength of Weak Ties 2011 University of Auckland Business Review Auckland, 3, 1 19 21
62. C. Wagner, and A. Majchrzak Enabling customer-centricity using wikis and the wiki way J. Manage. Inf. Syst. 3 3 2007 17 43
63. C. Wang, and P. Zhang The evolution of social commerce: the people, management, technology, and information dimensions Commun. Assoc. Inf. Syst. 31 5 2012 105 127
64. L.C. Wang, J. Baker, J.A. Wagner, and K. Wakefield Can a retail web site be social? J. Mark. 1 3 2007 143 157
65. S. Wattal, R. Telang, and T. Mukhopadhyay Information personalization in a two-dimensional product differentiation model J. Manage. Inf. Syst. 6 2 2009 69 95
66. C. Xu, S. Ryan, V. Prybutok, and C. Wen It is not for fun: an examination of social network site usage Inf. Manage. 49 5 2012 210 217
67. M. Zaman, M. Anandarajan, and Q. Dai Experiencing flow with instant messaging and its facilitating role on creative behaviors Comput. Hum. Behav. 6 5 2010 1009 1018
68. T. Zhang, R. Agarwal, and J.H.C. Lucas The value of IT-enabled retailer learning: personalized product recommendations and customer store loyalty in electronic markets MIS Q. 5 4 2011 859-A7
69. X. Zhang, and F. Zhu Group size and incentives to contribute: a natural experiment at Chinese Wikipedia Am. Econ. Rev. 101 4 2011 1601 1615
70. L. Zhao, and Y. Lu Enhancing perceived interactivity through network externalities: an empirical study on micro-blogging service satisfaction and continuance intention Decis. Support Syst. 3 4 2012 825 834
71. T. Zhou An empirical examination of the determinants of mobile purchase Pers. Ubiquit. Comput. 7 1 2013 187 195