Behavioral Reactions to Waiting on the Internet

Ryan, Gerard; Valverde, Mireia; Pàmies, Maria del Mar

doi:10.5465/ambpp.2012.16300abstract

Cited by 5 publications

(14 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…We therefore suggest future studies implement randomization with the application program. Fourth, for users' tolerance, acceptance, and satisfaction, we adopted single-item measurement (Ryan et al , 2015; Weinberg, 2000). Although it is acceptable within the literature on user experience, this operationalization could be improved by introducing multi-item measurements for tolerance, acceptance and satisfaction.…”

Section: Discussionmentioning

confidence: 99%

“…Extant literature has construed response time to be a salient factor influencing user experience in terms of tolerance, acceptance and satisfaction (See Table 1 for an overview) (Galletta et al , 2004; Kohlisch and Kuhmann, 1997; Ryan et al , 2015; Thum et al , 1995). Specifically, some studies have used tolerance to depict user experience by identifying its negative relationship with response time (El Louadi and Ali, 2010; Nah, 2004).…”

Section: Theoretical Foundation and Hypotheses Formulationmentioning

confidence: 99%

See 1 more Smart Citation

Unravelling the relationship between response time and user experience in mobile applications

Zhou

Cai

et al. 2020

INTR

View full text Add to dashboard Cite

PurposeThis study examines the impact of response time on user experience for mobile applications and considers the moderating influence of gender and network environment on this relationship.Design/methodology/approachAn experiment was conducted with 50 young adults to evaluate their user experience of a mobile application that simulates variations in network environment and response time. User experience was evaluated based on the three constituent dimensions of tolerance, acceptance, and satisfaction.FindingsAnalytical results demonstrate that response time not only adversely affects user experience of mobile applications, but that this effect is not homogeneous across the three dimensions of tolerance, acceptance and satisfaction. The findings also illustrate that gender moderates the effect of response time on user experience, however, the negative influence is more salient for males than females, which is opposite to our hypothesis. The joint moderating influence of gender and network environment turned out to be partly significant.Practical implicationsBy illuminating users' tolerance, acceptance, and satisfaction with varied response times, findings from this study can inform the design of mobile applications such that desired levels of user experience can be assured with minimum resources.Originality/valueAlthough response time has been hailed as a key determinant of user experience for desktop applications, there is a paucity of studies that have investigated the impact of response time on user experience for mobile applications. Furthermore, prior research on response time neglects the multi-dimensional nature of user experience. This study bridges the above mentioned knowledge gaps by delineating user experience into its constituent dimensions and clarifying the effects of response time on each of these dimensions.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Theoretical Foundation and Hypotheses Formulationmentioning

confidence: 99%

Unravelling the relationship between response time and user experience in mobile applications

Zhou

Cai

et al. 2020

INTR

View full text Add to dashboard Cite

show abstract

“…Finally, we also contribute to the literature examining waiting time in the context of online services (Weinberg, 2000; Dellaert and Kahn, 1999; Ryan et al , 2015). This stream of literature warns against the dangers of having customers wait a long time to have their needs meet as different customers have different levels of tolerance for wait times (Nah, 2004).…”

Section: Theoretical Implicationsmentioning

confidence: 99%

“…This stream of literature warns against the dangers of having customers wait a long time to have their needs meet as different customers have different levels of tolerance for wait times (Nah, 2004). Customers’ expectations have increased significantly, and online customer waiting has been linked to various negative outcomes, such as lack of trust in the brand, abandonment, negative brand attitudes and interrupted activity (Ryan et al , 2015). We augment this stream of research by proposing perceived social media agility as a possible solution to reducing customer waiting time, and thus, mitigate the negative consequences associated with this phenomenon.…”

Section: Theoretical Implicationsmentioning

confidence: 99%

The role of perceived social media agility in customer engagement

Gligor

Bozkurt

2021

JRIM

View full text Add to dashboard Cite

Purpose The concept of agility has been applied to several domains to help firms develop the capability to quickly adjust their operations to cope and thrive in environments characterized by frequent changes. Despite the soaring number of social media users and the benefits associated with agility in other domains, the application of agility in a social media context has yet to be explored. Further, little is known about how agility in a social media context impacts desirable customer-related attributes, such as customer engagement and customer-based brand equity (CBBE). This paper aims to address this gap by adapting the construct to social media (i.e. perceived social media agility) and exploring its impact on customer engagement and CBBE. Design/methodology/approach This paper conducted an online survey with 200 adult subjects. This paper used multivariate regression analyzes to empirically test a scale for perceived social media agility and explore its impact on CBBE and customer engagement, along with the moderating role of customer change-seeking behavior. Findings The study results show that perceived social media agility directly and indirectly (through customer engagement) positively influences CBBE. Also, results show that the positive impact of perceived social media agility on CBBE is further magnified for customers high on change-seeking. However, customer change-seeking does not affect the strength or direction of the impact of perceived social media agility on customer engagement. Originality/value This paper contributes to social media literature by adapting and testing a measurement scale for the construct of perceived social media agility and exploring its role in enhancing customer engagement and CBBE.

show abstract

“…There is a product/brand-centered process when the loyalty state of mind is constructed around the very characteristics and attributes of the product or service itself, using websites just as a means to reach the products and transfer information to complete the buying process. The second one is related to the website being the intention to repurchase on the same website and to recommend it through different online or mobile channels even if it is not the same product [23][24][25]. In this case, we speak about loyalty toward the website itself.…”

Section: Theoretical Framework and Hypothesis Developmentmentioning

confidence: 99%

The Perspective of E-Business Sustainability and Website Accessibility of Online Stores

et al. 2020

View full text Add to dashboard Cite

E-commerce’s latest trends, highlighted by the global phenomena of the COVID-19 pandemic, explicitly show substantial changes in the online consumers’ behavior as well. More and more specialists are talking about the emergence of a new paradigm in consumption, and of possible evolutions toward sustainable consumption. The purpose of this research is to investigate how the antecedents of e-loyalty have changed their effect on consumer attitudes and perceptions of e-commerce sites. The results, obtained through a structural model of 523 validated questionnaires of Romanian consumers of electronic and household appliances, show the importance of the effect of website accessibility, a factor that, until recently, exerted an influence mediated by other elements grouped either under the umbrella of site quality or site design. The model validated after the analysis shows the direct effect of the accessibility of the websites on e-loyalty, satisfaction and trust of the consumers. Based on the results, the value of this study lies in the fact that it presents arguments on how the boost of e-commerce systems leads to sales processes’ sustainability improvement and, to the same extent, the improvement of the ways for reporting sustainability using IT tools (online databases with customers, software integrated into e-commerce platforms, electronic financial management).

show abstract

Behavioral Reactions to Waiting on the Internet

Cited by 5 publications

References 0 publications

Unravelling the relationship between response time and user experience in mobile applications

Unravelling the relationship between response time and user experience in mobile applications

The role of perceived social media agility in customer engagement

The Perspective of E-Business Sustainability and Website Accessibility of Online Stores

Contact Info

Product

Resources

About