The buffering effect of flow experience on the relationship between overload and social media users’ discontinuance intentions

Lin, Jiabao; Lin, Shin-Yi; Turel, Ofir; Xu, Feng

doi:10.1016/j.tele.2020.101374

Cited by 116 publications

(137 citation statements)

References 55 publications

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“…The S-O-R model [50] is used to measure the customer experience in different contexts [34,51,52]. According to the S-O-R framework, an external stimulus causes an internal reaction of the individual, which determines a certain response [53].…”

Section: The S-o-r Approachmentioning

confidence: 99%

Customer Experience in Fintech

Barbu

Florea

Dabija

et al. 2021

JTAER

136

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The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology. The concept of customer experience is multidimensional, analysed from various perspectives, and with distinct valences in different industries. Based on the stimulus-organism-response (S-O-R) approach, we proposed a model in which customer experience in fintech is the result of customer’s evaluation of the stimuli proposed by fintech companies. Using partial least squares equation modelling (PLS-SEM), we tested a series of hypotheses and validated the proposed model. The results showed that perceived value, customer support, assurance, speed and perceived firm innovativeness are positively related to customer experience in fintech. In turn, customer experience is positively associated with loyalty intentions of the customer. Our paper contributes in identifying the dimensions, the determinants and the outcomes of customer experience in fintech, while from a managerial perspective, we demonstrate how fintech companies must integrate customer experience in their business models.

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Section: The S-o-r Approachmentioning

confidence: 99%

Customer Experience in Fintech

Barbu

Florea

Dabija

et al. 2021

JTAER

136

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“…On the basis of the SCCT model, adding the concept of the SOR model will help this study explain the changes in the mental cognition of students during the learning process and their subsequent learning intentions and behavioral responses. The SOR model helps explain the internal psychological changes caused by the individual being stimulated by the environment (Lin et al, 2020).…”

Section: Scct and Sor Modelmentioning

confidence: 99%

Understanding the Impact of the Psychological Cognitive Process on Student Learning Satisfaction: Combination of the Social Cognitive Career Theory and SOR Model

2021

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In higher education, student learning satisfaction is a significant predictor of learning that indicates the commitment students have to their learning and future academic achievement. The study combines the social cognitive career theory (SCCT) and the stimulus-organism-response (SOR) model to explore the psychological cognition and attitudes derived from students during their learning, discusses the pattern of student learning satisfaction enhancement from the aspect of process, and further understands the relationships among social support systems, interaction relationships, self-efficacy, generic skills, and learning satisfaction. In this study, 800 valid copies of questionnaires were collected from 12 universities through purposive sampling, and the structural model was analyzed by partial least squares structural equation modeling (PLS-SEM). The results showed that the relationships among all the constructs were positive and showed a significant effect; furthermore, the research results showed that self-efficacy and student generic skills had a significantly indirect effect in the model—specifically, a mediating effect. Finally, corresponding theoretical and practical implications were put forward based on the research results.

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“…For example, Yang and Lee (2018) showed the effect of flow on user acceptance of streaming media devices, whereas Bölen and Özen (2020) discovered the significant effect of flow experience on consumers’ continuance intention in mobile commerce. Lin et al (2020) explored the direct, indirect and moderating roles of flow experience in mitigating discontinuance intentions. Chang and Wang (2008) showed that the flow experience is both a key determinant as well as a mediator of behavioural intentions in computer‐mediated environments.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…After carefully reviewing the literature, Soliman and Rinta‐Kahila (2020) materialized IS discontinuance in five different forms: rejection, regressive discontinuance, quitting, temporary discontinuance and replacement. Consistent with the purpose of the study, we focus on the general form of IS discontinuance which can address different forms of discontinuance by simultaneously considering quitting, reducing use, taking a break or switching to another IS platform (Lin et al, 2020).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Many studies have been used flow theory for understanding user behaviour in using technology (Kaur et al, 2016a; Kunz & Santomier, 2019; Lin et al, 2020; Naglis & Bhatiasevi, 2019). However, Choi et al (2007, p. 227) noted the flow research situation in the field of IS as ‘too broad and ill‐defined due to the numerous ways it has been operationalized, tested, and applied’.…”

Section: Introductionmentioning

confidence: 99%

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Flow theory in the information systems life cycle: The state of the art and future research agenda

Bölen

Calisir

Özen

2021

Int J Consumer Studies

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Flow theory has been widely applied to understand user behaviour in the different phases of the information systems life cycle during last two decades. Nevertheless, its application is complicated due to issues and challenges related to the broad nature of information technology and human behaviour. Specifically, there is a lack of consensus on the conceptualization of flow in the IS context, and much uncertainty still exists about the key topics and the relationship between antecedents, dimensions and consequences of flow experience. However, a systematic review of how the flow phenomenon is conceptualized and operationalized within the IS life cycle has not been addressed yet. Therefore, studies based on the flow framework within the IS life cycle have mostly emerged without a research agenda and theoretical guidance. Aiming to fill this gap, this study systematically reviews flow studies related to three main phases of the life cycle of an IS, namely adoption, continuance and discontinuance. A total of 81 peer‐reviewed articles published from 2000 to 2019 were identified for analysis. The findings present a comprehensive view of literature by analysing characteristics of reviewed studies in terms of research methods, research contexts and popular theoretical lenses used with flow theory. Furthermore, the results show antecedents, dimensions and outcomes of flow that have been relatively well or under‐investigated. Finally, based on these findings, research gaps and directions for future research are provided.

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The buffering effect of flow experience on the relationship between overload and social media users’ discontinuance intentions

Cited by 116 publications

References 55 publications

Customer Experience in Fintech

Customer Experience in Fintech

Understanding the Impact of the Psychological Cognitive Process on Student Learning Satisfaction: Combination of the Social Cognitive Career Theory and SOR Model

Flow theory in the information systems life cycle: The state of the art and future research agenda

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