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Perceived Quality of Mobile Services : A Segment-Specific Analysis.

Bibliographic Details
Main Author: Dickinger, Astrid.
Format: eBook
Language:English
Published: Frankfurt a.M. : Peter Lang GmbH, Internationaler Verlag der Wissenschaften, 2007.
Edition:1st ed.
Series:Forschungsergebnisse der Wirtschaftsuniversitaet Wien Series
Subjects:
Electronic books.
Online Access:Click to View
Table of Contents:
  • Cover
  • 1 INTRODUCTION
  • 1.1 RESEARCH QUESTIONS AND AIMS
  • 1.2 IMPLICATIONS
  • 1.3 RESEARCH DESIGN
  • 1.4 STRUCTURE
  • 2 THE EXPLORATIVE RESEARCH
  • 2.1 A BRIEF SUMMARY OF QUALITATIVE RESEARCH
  • 2.1.1 Advantages and Disadvantages of Qualitative Research Methods
  • 2.1.2 Preparing for the Field and the Selection of Experts
  • 2.1.3 Qualitative Interviewing
  • 2.1.4 Qualitative Data Processing and Analyzing
  • 2.2 CARRYING OUT THE QUALITATIVE RESEARCH
  • 3 THE M-COMMERCE VALUE CHAIN
  • 3.1 THE BASIC MODEL
  • 3.2 INFRASTRUCTURE AND SERVICES
  • 3.2.1 Mobile Transport
  • 3.2.2 Mobile Interface and Applications
  • 3.2.2.1 Mobile Phones
  • 3.2.2.1.1 Phones as Portable Entertainment Players
  • 3.2.2.1.2 Phones as a New Marketing Tool for Retailers and Manufacturers
  • 3.2.2.1.3 Phones as a Multi-Channel Shopping Device
  • 3.2.2.1.4 Phones as Portable Navigation Guides
  • 3.2.2.1.5 Phones as Tickets and Money
  • 3.2.2.1.6 Phones as a Mobile Internet Device
  • 3.2.3 Mobile Service Technologies and Delivery Support
  • 3.2.3.1 Messaging Services
  • 3.2.3.2 Security and Privacy
  • 3.3 CONTENT
  • 3.3.1 Content Creation
  • 3.3.2 Content Packaging
  • 3.3.3 Market Making
  • 3.4 THE MOBILE USER
  • 4 MOBILE SERVICES
  • 4.1 CHARACTERISTICS OF MOBILE SERVICES
  • 4.2 TYPES OF MOBILE SERVICES
  • 4.2.1 Information Services
  • 4.2.2 Entertainment Services
  • 4.2.3 Transaction Services
  • 4.2.4 Communication Services
  • 4.2.5 Mobile Marketing Services
  • 4.2.5.1 Mobile Branding
  • 4.2.5.2 Mobile CRM
  • 4.2.5.3 Mobile Advertising
  • 4.2.5.4 Mobile Market Research
  • 5 THEORETICAL AND METHODOLOGICAL FRAMEWORK
  • 5.1 RELEVANCE OF THE THEORETICAL FRAMEWORK
  • 5.2 DIFFUSION AND ADOPTION THEORIES
  • 5.2.1 Diffusion of Innovations
  • 5.2.2 Social Cognitive Theory
  • 5.2.3 Theory of Planned Behavior &amp
  • Theory of Reasoned Action
  • 5.2.4 The Technology Acceptance Model.
  • 5.2.5 Task Technology Fit Model
  • 5.2.6 Motivational Model
  • 5.2.7 Unified Theory of Acceptance and Use of Technology
  • 5.2.8 Comparative Analysis of Adoption Models
  • 5.3 SERVICE QUALITY
  • 5.3.1 Donabedian's Model
  • 5.3.2 Grönroos' Model
  • 5.3.3 Parasuraman, Zeithaml, Berry
  • 5.3.4 Measurement of Service Quality
  • 5.3.4.1 SERVQUAL
  • 5.3.4.2 SERVPERF
  • 5.3.5 Internet Quality
  • 5.3.5.1 E-S-Quality
  • 5.3.5.2 EC-SERVQUAL
  • 5.3.5.3 WebQual by Barnes and Vidgen
  • 5.3.5.4 WebQual by Loiacono, Watson and Goodhue
  • 5.3.5.5 DeLone and McLean's Model of IS Success
  • 5.3.5.6 Sitequal
  • 5.3.5.7 eTailQ
  • 5.3.5.8 Attitude Toward the Site - AST
  • 5.4 BEHAVIORAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY
  • 5.4.1 Loyalty
  • 5.4.1.1 Day's Two-Dimensional Loyalty Concept
  • 5.4.1.2 Loyalty According to Jacoby, Chestnut and Kymer
  • 5.4.1.3 The Dick and Basu Loyalty Approach
  • 5.4.1.4 Oliver's Dynamic Loyalty Perspective
  • 5.4.1.5 Measuring Loyalty
  • 5.4.1.6 The Relationship between Customer Satisfaction and Loyalty
  • 5.4.2 Value
  • 5.4.2.1 Utilitarian Approach to Perceived Value
  • 5.4.2.2 Behavioral Approach to Perceived Value
  • 5.5 DISCUSSION OF THE RELEVANT MODELS AND CONSTRUCTS
  • 5.6 CAUSAL MODELING
  • 5.6.1 Causal Models
  • 5.6.2 Usage Areas for Causal Models
  • 5.6.3 Steps for Structural Equation Modeling
  • 5.6.3.1 Model Specification
  • 5.6.3.2 Model Identification
  • 5.6.3.3 Parameter Estimates
  • 5.6.3.4 Model Evaluation Measures
  • 5.6.4 M-Plus
  • 5.6.4.1 Particularities Estimating Models with Categorical Data
  • 5.6.4.2 Estimators in Mplus
  • 5.6.4.3 Fit Indices for Categorical Variables
  • 6 HYPOTHESES DEVELOPMENT AND MODEL SPECIFICATION
  • 6.1 PERCEPTUAL ATTRIBUTES
  • 6.2 HIGHER ORDER ABSTRACTIONS
  • 6.3 BEHAVIORAL OUTCOMES
  • 6.4 MODERATOR EFFECTS
  • 6.4.1 Innovativeness
  • 6.4.2 Experience
  • 6.4.3 Age.
  • 7 OPERATIONALIZATION OF THE CONSTRUCTS
  • 8 DATA COLLECTION
  • 8.1 QUESTIONNAIRE DESIGN
  • 8.2 SAMPLING AND SAMPLE SIZE
  • 8.3 PRETEST
  • 8.4 THE FIELD PHASE
  • 9 EMPIRICAL TEST AND ANALYSES
  • 9.1 RESPONSE RATE
  • 9.2 SAMPLE STRUCTURE
  • 9.2.1 Profile of m-parking Users and Non-Users
  • 9.2.2 M-Services Usage Behavior
  • 9.2.3 M-Parking Usage
  • 9.2.4 Data Structure
  • 9.3 TEST RESULTS
  • 9.3.1 Test of the Hypothesized Model
  • 9.3.1.1 Test of the Measurement Model
  • 9.3.2 Using Dichotomous Variables for Model Test
  • 9.3.2.1 The Measurement Model Using Dichotomous Variables
  • 9.3.3 Summary and Interpretation of Findings from the Model Test
  • 9.4 ALTERNATIVE MODELS
  • 9.4.1 Alternative 1
  • 9.4.2 Alternative 2
  • 9.5 SEARCHING FOR HETEROGENEITY
  • 9.5.1 Multiple Group Analysis
  • 9.5.1.1 Innovativeness as Grouping Variable
  • 9.5.1.2 Experience as Grouping Variable
  • 9.5.1.3 Age as Grouping Variable
  • 9.5.2 Latent Class Analysis
  • 9.5.2.1 Model Differences
  • 9.5.2.2 Distinct Characteristics of the Classes Identified
  • 9.5.2.2.1 Class One: Mobile Service Skeptics
  • 9.5.2.2.2 Class Two: Undecided Users
  • 9.5.2.2.3 Class Three: Cautious Innovators
  • 9.5.2.2.4 Class Four: Mobile Service Lovers
  • 10 CONCLUSIONS
  • 10.1 IMPLICATIONS FOR FUTURE RESEARCH
  • 10.2 IMPLICATIONS FOR INDUSTRY
  • 11 REFERENCES
  • 12 APPENDIX - QUESTIONNAIRE.

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