Virtual social interactions: Evolutionary, social psychological and technological perspectives

Mahfouz, Ahmed; Philaretou, Andreas G.; Theocharous, Antonis L.

doi:10.1016/j.chb.2008.05.008

Cited by 21 publications

(22 citation statements)

References 36 publications

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“…Telepresence has long been used to explore the inter-relationships such as the perception of time distortion, enjoyment, and higher presence in the virtual environment [43]. In the research of telepresence, interactivity and vividness play important roles, meaning that people can receive reciprocal responses immediately in the virtual environment.…”

Section: Telepresencementioning

confidence: 99%

Promoting Consumer Engagement in Online Communities through Virtual Experience and Social Identity

Chuang¹

2020

Sustainability

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With the development and proliferation of online games, understanding how to seize these players has become an essential issue for academic scholars and practitioners. Based on virtual experience in online gaming communities and consumer engagement perspectives, this research developed and verified a multi-dimensional framework for assessing how to retain and encourage players continuous dedication and engagement behaviors. The proposed framework illustrates the interrelationships among six constructs in online gaming communities: social presence, telepresence, cognitive social identity, affective social identity, psychological engagement, and behavioral engagement. Data collected from 338 players who have experience in engagement behaviors in online gaming communities. The collected data were examined against the research framework using structural equation modeling (SEM). The research findings offer sufficient evidence that behavioral engagement is influenced by psychological engagement, which consecutively, are determined by cognitive social identity, affective social identity, social presence, and telepresence. More importantly, the mediating analysis indicated that psychological engagement is a crucial mediator, meaning that consumer engagement is a sequential process, and behavioral engagement cannot independently exist without psychological engagement. Taken together, the research results of this study have several critical theoretical and practical implications for future academic researchers and practitioners to have better understanding of consumer engagement. By doing so, the game companies can have sustainable competitive advantage and support sustainable development.

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Section: Telepresencementioning

confidence: 99%

Promoting Consumer Engagement in Online Communities through Virtual Experience and Social Identity

Chuang¹

2020

Sustainability

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“…Emotional attributes promoted customers’ emotional responses in the virtual environment (Mahfouz et al ., 2008). Emotional attributes were related to the feel experience, focusing on customers’ emotions (Schmitt, 1999).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Cognitive attributes referred to website attributes that described utilitarian characteristics of the service offerings, based on Mahfouz et al .’s (2008) study. These cognitive attributes were related to the think experience that explained convergent/analytic and divergent/imaginative thinking (Schmitt, 1999).…”

Section: Literature Reviewmentioning

confidence: 99%

“…This model explained that the input of information influenced output, such as customer behavior. Customers engaged with cognitive attributes through creative and provocative ways (Mahfouz et al ., 2008). Functional features of the website enabled customers to learn about the hotel as customers tended to search information first before they booked the hotel room.…”

Section: Literature Reviewmentioning

confidence: 99%

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Investigating antecedents and outcome of telepresence on a hotel’s website

Lee

2018

IJCHM

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Purpose This study aims to investigate the relationships among sensory, emotional and cognitive attributes on a hotel’s website, customers’ telepresence, their attitudes toward the hotel’s website, brand attitudes and their behavioral intentions, based on telepresence and parasocial interaction theories as theoretical backgrounds. Design/methodology/approach A cross-sectional, online, self-administered survey was conducted to examine the proposed framework from previous hotel guests in the USA, who booked the hotel via its website within the previous 12 months. Findings Results identified sensory and emotional attributes influenced customers’ telepresence; however, cognitive attributes did not affect telepresence on the hotel’s website. Telepresence then influenced customers’ attitudes toward the hotel’s website and their behavioral intentions. Both attitudes toward the hotel’s website and brand attitudes influenced customers’ behavioral intentions. Originality/value This study was the first study to propose the telepresence model in the hotel website context, investigating antecedents and outcomes of the telepresence.

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“…2004),Arnold et al (2005),Knutson et al (2007),Mahfouz et al (2008),Jain and Bagdare (2009) Marketing mix (MM)In an organization, marketing-mix strategies of all P's are planned in such a manner that they can fulfill the requirements of their customers. It is a salient tool, which to a certain extent affects customer, employees are the basic source of delivering services to the customers.…”

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confidence: 99%

Measuring customer experience in banks: scale development and validation

Garg

Rahman

Qureshi

2014

Journal of Modelling in Management

120

153

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Purpose – The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction. Design/methodology/approach – In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents. Findings – The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors. Research limitations/implications – This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks. Practical implications – By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers. Originality/value – To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

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Virtual social interactions: Evolutionary, social psychological and technological perspectives

Cited by 21 publications

References 36 publications

Promoting Consumer Engagement in Online Communities through Virtual Experience and Social Identity

Promoting Consumer Engagement in Online Communities through Virtual Experience and Social Identity

Investigating antecedents and outcome of telepresence on a hotel’s website

Measuring customer experience in banks: scale development and validation

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