The study aims to summarise and classify the existing research and to better understand the past, present, and the future state of the theory of customer experience. The main objectives of this study are to categorise and summarise the customer experience research, identify the extant theoretical perspectives that are used to conceptualise the customer experience, present a new conceptualisation and conceptual model of customer experience based on consumer culture theory and to highlight the emerging trends and gaps in the literature of customer experience. To achieve the stated objectives, an extensive literature review of existing customer experience research was carried out covering 49 journals. A total of 99 empirical and conceptual articles on customer experience from the year 1998 to 2019 was analysed based on different criteria. The findings of this study contribute to the knowledge by highlighting the role of customer attribution of meanings in defining their experiences and how such experiences can predict consumer behaviour.

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Although many theories explain intentional behaviour, there are some limitations between intention and behaviour that have been labelled the intention-behaviour gap. This study seeks to find new variables to overcome the limitations and understand the mechanics of how behavioural intention leads to actual behaviour. Research on the entrepreneurship context has identified precipitating events as a promising factor to overcome such limitations. Precipitating events are able to capture the effect of external factors that can potentially impede or facilitate the performance of behaviour and influence IT innovation adoption by entrepreneurs. The data used to test the hypothesis are collected from various spectrums of Malaysian industries. A total of 1000 businesses were identified and the authors personally distributed questionnaires with 351 completed questionnaires returned. The research model was applied using the structural equation modelling technique. The results show that intention to use has a significant positive influence on the use of IT innovation. The results show that precipitating events moderate the relationship between intentions and use behaviour. A low or moderate level of precipitating events (positive or negative) will increase entrepreneurs' use of IT innovation, while a high level of precipitating events will decrease entrepreneurs' use of IT innovation.

An increasing number of studies into the adoption behaviour of Information systems (IS) have focused on small-and medium-sized enterprises (SMEs). These past studies provide an understanding of the contextual factors offering a simple dichotomous measure such as adopters and non-adopters rather than the manner of usage (from adoption to utilisation). This study introduces the construct of enacted capabilities and examines the enacted capabilities that activate and stimulate SMEs to use an IS to it fullest potential. The construct is derived from the resource-based view of the firm and allows the integration of the technology acceptance model with diffusion of innovation theory. A model of how enacted capabilities affect IS adoption behaviour through perceived net benefits is developed. Results indicate that enacted capabilities possessed by SMEs play a prominent role in determining the adoption behaviour by these enterprises (i.e. active adopters and non-active adopters).

Purpose – There were numerous models that were developed with the explicit purpose of predicting the information system (IS) adoption behaviour. However, these models are criticized for the fact that they do not accurately capture the effect of external factors (unforeseen events) on individual intention, which may inhibit the act of adopting and using IS. The purpose of this paper is to investigate these external factors among entrepreneur(s) and measure how the individual's propensity to use affects the adoption and use of IS innovation. This paper will also attempt to investigate the key determinants of the adoption of IT innovation among entrepreneurs in Klang Valley, Malaysia. Design/methodology/approach – Based on the research model, a questionnaire was developed, and data collected from entrepreneurs based in Klang Valley Malaysia. In all, 326 responses were collected, and the research model was applied using the structural equation modelling technique. Findings – The performance expectancy and the propensity to act are salient determinants of behavioural intention to adopt and use IS innovation. An individual's pervasive decision to use IS innovations are strong factor that influences individual intention and behaviour prediction. Furthermore, precipitating events were determined to be the underlying factor that influences the behavioural intention for an adopter to actually adopt IS innovation(s). The finding(s) demonstrates that the probability of an intention actually translating into actual usage is higher if the precipitating events occur in their respective businesses. Research limitations/implications – It is important to evaluate this study's results and contributions in light of its limitations. This is an initial test for this model, and it should be subjected to further testing and refinement, particularly with regards to the precipitating events construct. One should be aware that an entrepreneur is exposed to various events and challenges that could involve their personal, family, career, and business life. Certain events related to these factors would impact the entrepreneurs differently, which might require different coping mechanisms. Future research should focus on the precipitating events related to their personal, family, career and business life, and which of these precipitating events are most prominently affecting their decision to actively use IS innovation. Practical implications – End-users, particularly, as this study reveals, do prefer new IS innovation, but they may not use it as often. Thus, developers and or inventors of IS innovation need to understand factors that can influence users’ decision to adopt and use IS innovation. As for entrepreneurs, understanding factors that influence them to use IS innovation would enhance their sense on the relative importance of using the system. Furthermore, this study provides evidence concerning the role of precipitating events, which encourages or inhibits entrepreneurs towards IS related innovation adoption behaviour. This study makes clear that government policy and environmental factors, as well as work situation significantly influences an entrepreneur's intention in using IS innovation. Originality/value – This study extends the Unified Theory of Acceptance and Use of Technology (UTAUT). Some aspects of the Entrepreneurial Potential Model are incorporated into UTAUT, with the express purposes of capturing external variables. Additionally, the role of the volitional aspect of an entrepreneur's intention towards IS innovation are also taken into due consideration. This model assist the researchers in measuring the effect of pervasive decision and external factors on technology acceptance, and will provide essential information that explains the promotion of IS innovation adoption, usage and hindrance.