1,679
Views
5
CrossRef citations to date
0
Altmetric
Research Article

Cross-Side Network Effects, Brand Equity, and Consumer Loyalty: Evidence from Mobile Payment Market

, , , &

References

  • Aaker, D.A. Managing Brand Equity: Capitalizing on the Value of a Brand Name. New York: Simon & Schuster, 1991.
  • Afuah, A. Are network effects really all about size? The role of structure and conduct. Strategic Management Journal, 34, 3 (2013), 257–273.
  • Aiken, L.S., and West, S.G. Multiple Regression: Testing and Interpreting Interactions. Thousand Oaks, CA: Sage, 1991.
  • Bilgihan, A.; Nusair, K.; Okumus, F.; and Cobanoglu, C. Applying flow theory to booking experiences: An integrated model in an online service context. Information & Management, 52, 6 (2015), 668–678.
  • Burmann, C.; Jost-Benz, M.; and Riley, N. Towards an identity-based brand equity model. Journal of Business Research, 62, 3 (2009), 390–397.
  • Cao, X.; Yu, L.; Liu, Z.; Gong, M.; and Adeel, L. Understanding mobile payment users’ continuance intention: a trust transfer perspective. Internet Research, 28, 2 (2018), 456–476.
  • Carter, M.; Wright, R.; Thatcher, J.B.; and Klein, R. Understanding online customers’ ties to merchants: the moderating influence of trust on the relationship between switching costs and e-loyalty. European Journal of Information Systems, 23, 2 (2014), 185–204.
  • Cenfetelli, R.T., and Bassellier, G. Interpretation of formative measurement in information systems research. MIS Quarterly, 33, 4 (2009), 689–707.
  • Cenfetelli, R.T.; Benbasat, I.; and Al-Natour, S. Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success. Information Systems Research, 19, 2 (2008), 161–181.
  • Chen, J.; Zhang, C.; and Xu, Y. The role of mutual trust in building members’ loyalty to a C2C platform provider. International Journal of Electronic Commerce, 14, 1 (2009), 147–171.
  • Chen, X.; Huang, Q.; Davison, R.M.; and Hua, Z. What drives trust transfer? The moderating roles of seller-specific and general institutional mechanisms. International Journal of Electronic Commerce, 20, 2 (2015), 261–289.
  • Chiu, C.-M.; Cheng, H.-L.; Huang, H.-Y.; and Chen, C.-F. Exploring individuals’ subjective well-being and loyalty towards social network sites from the perspective of network externalities: The Facebook case. International Journal of Information Management, 33, 3 (2013), 539–552.
  • Chu, J., and Manchanda, P. Quantifying cross and direct network effects in online consumer-to-consumer platforms. Marketing Science, 35, 6 (2016), 870–893.
  • Dahlberg, T.; Guo, J.; and Ondrus, J. A critical review of mobile payment research. Electronic Commerce Research and Applications, 14, 5 (2015), 265–284.
  • Datta, H.; Ailawadi, K.L.; and van Heerde, H.J. How well does consumer-based brand equity Aalign with sales-based brand equity and marketing-mix response? Journal of Marketing, 81, 3 (2017), 1–20.
  • Delgado-Ballester, E., and Hernández-Espallardo, M. Effect of brand associations on consumer reactions to unknown online brands. International Journal of Electronic Commerce, 12, 3 (2008), 81–113.
  • Dewan, S.; Ganley, D.; and Kraemer, K.L. Complementarities in the diffusion of personal computers and the Internet: Implications for the global digital divide. Information Systems Research, 21, 4 (2010), 925–940.
  • Dong, M.C.; Fang, Y.; and Straub, D.W. The impact of institutional distance on the joint performance of collaborating firms: The role of adaptive interorganizational systems. Information Systems Research, 28, 2 (2017), 309–331.
  • eMarketer. Mobile Payment Transactions Grew Dramatically in China. 2017.
  • eMarketer. Mobile Payment Transaction Value Share in China, by Service Provider, Q4 2016 (% of total). 2017.
  • Fang, J.; Chen, L.; Wen, C.; and Prybutok, V.R. Co-viewing experience in video websites: The effect of social presence on e-loyalty. International Journal of Electronic Commerce, 22, 3 (2018), 446–476.
  • Fang, Y.; Qureshi, I.; Sun, H.; McCole, P.; Ramsey, E.; and Lim, K.H. Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly, 38, 2 (2014), 407–427.
  • Gong, X.; Zhang, K.Z.K.; Chen, C.; Cheung, C.M.K.; and Lee, M.K.O. What drives trust transfer from web to mobile payment services? The dual effects of perceived entitativity. Information & Management, 56, 6 (2019), 103–139.
  • Gong, X.; Zhang, K.Z.K.; Chen, C.; Cheung, C.M.K.; and Lee, M.K.O. What drives self-disclosure in mobile payment applications? The effect of privacy assurance approaches, network externality, and technology complementarity. Information Technology & People, 28, 2 (2019), 304–326.
  • Gong, X.; Zhang, K.Z.K.; Chen, C.; Zhao, S.J.; and Lee, M.K.O. Category-based or piecemeal-based processing? A dual model of web-mobile service extension behavior. Industrial Management & Data Systems, 119, 5 (2019), 993–1014.
  • Hair Jr, J.F.; Hult, G.T.M.; Ringle, C.; and Sarstedt, M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications, 2016.
  • Hann, I.-H.; Koh, B.; and Niculescu, M.F. The double-edged sword of backward compatibility: The adoption of multigenerational platforms in the presence of intergenerational services. Information Systems Research, 27, 1 (2016), 112–130.
  • Ho, S.Y., and Bodoff, D. The effects of Web personalization on user attitude and behavior: An integration of the elaboration likelihood model and consumer search theory. MIS Quarterly, 38, 2 (2014), 497–520.
  • Huang, Q.; Chen, X.; Ou, C.X.; Davison, R.M.; and Hua, Z. Understanding buyers’ loyalty to a C2C platform: The roles of social capital, satisfaction and perceived effectiveness of e-commerce institutional mechanisms. Information Systems Journal, 27, 1 (2017), 91–119.
  • Jang, H.; Olfman, L.; Ko, I.; Koh, J.; and Kim, K. The influence of online brand community characteristics on community commitment and brand loyalty. International Journal of Electronic Commerce, 12, 3 (2008), 57–80.
  • Johnson, M.D.; Herrmann, A.; and Huber, F. The evolution of loyalty intentions. Journal of Marketing, 70, 2 (2006), 122–132.
  • Katona, Z.; Zubcsek, P.P.; and Sarvary, M. Network effects and personal influences: The diffusion of an online social network. Journal of Marketing Research, 48, 3 (2011), 425–443.
  • Katz, M.L., and Shapiro, C. Network externalities, competition, and compatibility. The American Economic Review, 75, 3 (1985), 424–440.
  • Katz, M.L., and Shapiro, C. Technology adoption in the presence of network externalities. Journal of Political Economy, 94, 4 (1986), 822–841.
  • Keller, K.L. Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57, 1 (1993), 1–22.
  • Keller, K.L. Brand synthesis: The multidimensionality of brand knowledge. Journal of Consumer Research, 29, 4 (2003), 595–600.
  • Khalilzadeh, J.; Ozturk, A.B.; and Bilgihan, A. Security-related factors in extended UTAUT model for NFC based mobile payment in the restaurant industry. Computers in Human Behavior, 70, (2017), 460–474.
  • Kim, G.; Shin, B.; and Lee, H.G. Understanding dynamics between initial trust and usage intentions of mobile banking. Information Systems Journal, 19, 3 (2009), 283–311.
  • Kim, S.S., and Son, J.-Y. Out of dedication or constraint? A dual model of post-adoption phenomena and its empirical test in the context of online services. MIS Quarterly, 33, 1 (2009), 49–70.
  • Lee, D.; Moon, J.; Kim, Y.J.; and Yi, M.Y. Antecedents and consequences of mobile phone usability: Linking simplicity and interactivity to satisfaction, trust, and brand loyalty. Information & Management, 52, 3 (2015), 295–304.
  • Lee, M.K., and Turban, E. A trust model for consumer internet shopping. International Journal of Electronic Commerce, 6, 1 (2001), 75–91.
  • Li, Z., and Agarwal, A. Platform integration and demand spillovers in complementary markets: Evidence from Facebook’s integration of instagram. Management Science, 63, 10 (2017), 3438–3458.
  • Liang, T.-P.; Ho, Y.-T.; Li, Y.-W.; and Turban, E. What drives social commerce: The role of social support and relationship quality. International Journal of Electronic Commerce, 16, 2 (2011), 69–90.
  • Lin, C.-P., and Bhattacherjee, A. Elucidating individual intention to use interactive information technologies: The role of network externalities. International Journal of Electronic Commerce, 13, 1 (2008), 85–108.
  • Lin, H.-H., and Wang, Y.-S. An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43, 3 (2006), 271–282.
  • Lin, K.-Y., and Lu, H.-P. Why people use social networking sites: An empirical study integrating network externalities and motivation theory. Computers in Human Behavior, 27, 3 (2011), 1152–1161.
  • Lu, Y.; Yang, S.; Chau, P.Y.K.; and Cao, Y. Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective. Information & Management, 48, 8 (2011), 393–403.
  • Luo, X.; Li, H.; Zhang, J.; and Shim, J.P. Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49, 2 (2010), 222–234.
  • Malhotra, N.K.; Kim, S.S.; and Patil, A. Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52, 12 (2006), 1865–1883.
  • Moon, J.; Hossain, Md.D.; Sanders, G.L.; Garrity, E.J.; and Jo, S. Player commitment to massively multiplayer online role-playing games (MMORPGs): An integrated model. International Journal of Electronic Commerce, 17, 4 (2013), 7–38.
  • Nah, F.F.-H.; Eschenbrenner, B.; and DeWester, D. Enhancing brand equity through flow and telepresence: A comparison of 2D and 3D virtual worlds. MIS Quarterly, 35, 3 (2011), 731–747.
  • Oliveira, T.; Thomas, M.; Baptista, G.; and Campos, F. Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Computers in Human Behavior, 61, (2016), 404–414.
  • Oliver, R.L. Whence consumer loyalty? Journal of Marketing, 63, 4 (1999), 33–44.
  • Ou, Y.-C.; Verhoef, P.; and Wiesel, T. The effects of customer equity drivers on loyalty across services industries and firms. Journal of the Academy of Marketing Science, 45, 3 (2017), 336–356.
  • Pentina, I.; Gammoh, B.S.; Zhang, L.; and Mallin, M. Drivers and outcomes of brand relationship quality in the context of online social networks. International Journal of Electronic Commerce, 17, 3 (2013), 63–86.
  • Petter, S.; Straub, D.; and Rai, A. Specifying formative constructs in information systems research. MIS Quarterly, 31, 4 (2007), 623–656.
  • Piyathasanan, B.; Mathies, C.; Wetzels, M.; and Patterson, G. A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers. International Journal of Electronic Commerce, 19, 2 (2014), 126–158.
  • Pizzutti, C., and Fernandes, D. Effect of recovery efforts on consumer trust and loyalty in e-tail: A contingency model. International Journal of Electronic Commerce, 14, 4 (2010), 127–160.
  • Podsakoff, P.M.; MacKenzie, S.B.; Lee, J.-Y.; and Podsakoff, N.P. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 5 (2003), 879–903.
  • Ray, S.; Kim, S.S.; and Morris, J.G. Online users’ switching costs: Their nature and formation. Information Systems Research, 23, 1 (2012), 197–213.
  • Ringle, C.M.; Sarstedt, M.; and Straub, D. A critical look at the use of PLS-SEM in MIS Quarterly. MIS Quarterly, 36, 1 (2012), iii–xiv.
  • Slade, E.; Williams, M.; Dwivedi, Y.; and Piercy, N. Exploring consumer adoption of proximity mobile payments. Journal of Strategic Marketing, 23, 3 (2015), 209–223.
  • Slade, E.L.; Dwivedi, Y.K.; Piercy, N.C.; and Williams, M.D. Modeling consumers’ adoption intentions of remote mobile payments in the United Kingdom: Extending UTAUT with innovativeness, risk, and trust. Psychology & Marketing, 32, 8 (2015), 860–873.
  • Slotegraaf, R.J.; and Pauwels, K. The impact of brand equity and innovation on the long-term effectiveness of promotions. Journal of Marketing Research, 45, 3 (2008), 293–306.
  • Song, P.; Xue, L.; Rai, A.; and Zhang, C. The ecosystem of software platform: A study of asymmetric cross-side network effects and platform governance. MIS Quarterly, 42, 1 (2018), 121–142.
  • Stahl, F.; Heitmann, M.; Lehmann, D.R.; and Neslin, S.A. The impact of brand equity on customer acquisition, retention, and profit Mmargin. Journal of Marketing, 76, 4 (2012), 44–63.
  • Tan, C.-H.; Teo, H.-H.; and Benbasat, I. Assessing screening and evaluation decision support systems: A resource-matching approach. Information Systems Research, 21, 2 (2010), 305–326.
  • Tan, C.-W.; Benbasat, I.; and Cenfetelli, R.T. IT-mediated customer service content and delivery in electronic governments: An empirical investigation of the antecedents of service quality. MIS Quarterly, 37, 1 (2013), 77–109.
  • Teng, C.-I. Strengthening loyalty of online gamers: Goal gradient perspective. International Journal of Electronic Commerce, 21, 1 (2017), 128–147.
  • Vance, A.; Lowry, P.B.; and Eggett, D. Increasing accountability through user-interface design artifacts: A new approach to addressing the problem of access-policy violations. MIS Quarterly, 39, 2 (2015), 345–366.
  • Venkatesh, V.; Morris, M.G.; Davis, G.B.; and Davis, F.D. User acceptance of information technology: Toward a unified view. MIS Quarterly, 27, 3 (2003), 425–478.
  • Venkatesh, V.; Thong, J.Y.; and Xu, X. Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 36, 1 (2012), 157–178.
  • Vogel, V.; Evanschitzky, H.; and Ramaseshan, B. Customer equity drivers and future sales. Journal of Marketing, 72, 6 (2008), 98–108.
  • Whan Park, C.; MacInnis, D.J.; Priester, J.; Eisingerich, A.B.; and Iacobucci, D. Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74, 6 (2010), 1–17.
  • Xu, J.D.; Benbasat, I.; and Cenfetelli, R. The effects of service and consumer product knowledge on online customer loyalty. Journal of the Association for Information Systems, 12, 11 (2011), 741.
  • Xu, X.; Thong, J.Y.L.; and Venkatesh, V. Effects of ICT service innovation and complementary strategies on brand equity and customer loyalty in a consumer technology market. Information Systems Research, 25, 4 (2014), 710–729.
  • Xu, X.; Venkatesh, V.; Tam, K.Y.; and Hong, S.-J. Model of migration and use of platforms: Role of hierarchy, current generation, and complementarities in consumer settings. Management Science, 56, 8 (2010), 1304–1323.
  • Xue, M.; Hitt, L.M.; and Chen, P. Determinants and outcomes of Internet banking adoption. Management Science, 57, 2 (2011), 291–307.
  • Yang, S., and Lee, Y.J. The dimensions of M-interactivity and their impacts in the mobile commerce context. International Journal of Electronic Commerce, 21, 4 (2017), 548–571.
  • Zhang, K.Z.; Yang, Q.; Gong, X.; and Lee, M. Battles of mobile payment networks: The impacts of network structure and technology complementarity on consumer loyalty. In Proceedings of the 38th International Conference on Information Systems. Seoul, South Korean, (2017).
  • Zhang, K.Z.K.; Gong, X.; Chen, C.; Zhao, S.J.; and Lee, M.K.O. Spillover effects from web to mobile payment services: The role of relevant schema and schematic fit. Internet Research, 29, 6 (2019), 1213–1232.
  • Zhang, T.; Agarwal, R.; and Lucas Jr, H.C. The value of IT-enabled retailer learning: Personalized product recommendations and customer store loyalty in electronic markets. MIS Quarterly, 35, 4 (2011), 859.
  • Zhao, L., and Lu, Y. Enhancing perceived interactivity through network externalities: An empirical study on micro-blogging service satisfaction and continuance intention. Decision Support Systems, 53, 4 (2012), 825–834.
  • Zheng, H.; Xu, B.; Wang, T.; and Chen, D. Project implementation success in reward-based crowdfunding: An empirical study. International Journal of Electronic Commerce, 21, 3 (2017), 424–448.
  • Zhou, T. An empirical examination of continuance intention of mobile payment services. Decision Support Systems, 54, 2 (2013), 1085–1091.
  • Zhou, T., and Lu, Y. Examining mobile instant messaging user loyalty from the perspectives of network externalities and flow experience. Computers in Human Behavior, 27, 2 (2011), 883–889.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.