PurposeThis study presents an integrated research model to test the relationships between trust in retailers, trust in mobile payment, loyalty to retailers and loyalty to mobile payment as well as the antecedents of trust in retailers and trust in mobile payment. Thus, this study investigates how customer journey design, relationship investment, structure assurance and perceived ubiquity build trust in retailers and trust in mobile payment and how trust affects loyalty to each aspect. At the same time, this study analyzes the reinforcement of trust and loyalty transfer between a retailer and its mobile payment system.Design/methodology/approachFrom the perspective of mobile payment in omnichannel retailing, the authors proposed a framework with several hypotheses and verified the model with structural equation modeling that involves LISREL and SPSS process and based on questionnaire data collected from mobile payment users.FindingsThis study confirms the positive influences of customer journey design and relationship investment on trust in retailers and the positive impacts of structure assurance and perceived ubiquity on trust in mobile payment. Meanwhile, the findings validate the effects of trust in retailers and mobile payment on loyalty to both retailers and mobile payment and how trust in retailers transfers to trust in mobile payment and loyalty to retailers transfers to loyalty to mobile payment.Originality/valueThis study contributes to the marketing literature by filling the research gap and offering a complete model that explicates customers' trust and loyalty in omnichannel context. The findings help businesses better understand the omnichannel retailing landscape and thereby develop effective marketing strategies in order to gain customers' trust in both retailer and mobile payment and retain more loyal customers.
PurposeThis paper aims to propose several characteristics of check-in services and investigates whether these characteristics influence customer perceived utilitarian and hedonic values. These perceived values mediate the influences of check-in services on customers' responses.Design/methodology/approachFrom the perspective of mobile check-in service, the authors proposed a framework with several hypotheses and verified the model with structural equation modeling based on questionnaire data collected from mobile device users.FindingsThe results indicate that self-disclosure, expressive support and self-congruity positively relate to utilitarian value; instrumental support positively relates to hedonic value and both hedonic and utilitarian values positively relate to continuance intention and re-patronage intention. However, sales promotion has no significant influence on both hedonic and utilitarian check-in values.Originality/valueThis study applies the concept of location-based social networks to provide new insights into the evolving user-generated content research in the interactive marketing field.
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