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dc.contributor.authorTalwar, Manish
dc.contributor.authorTalwar, Shalini
dc.contributor.authorKaur, Puneet
dc.contributor.authorIslam, A.K.M. Najmul
dc.contributor.authorDhir, Amandeep
dc.date.accessioned2021-06-21T06:35:24Z
dc.date.available2021-06-21T06:35:24Z
dc.date.created2021-01-18T12:14:52Z
dc.date.issued2020
dc.identifier.issn0969-6989
dc.identifier.urihttps://hdl.handle.net/11250/2760283
dc.description.abstractPrior research has not systematically investigated the enablers and inhibitors in conjunction to measure consumer behavior toward mobile wallets (m-wallets), focusing either on the adoption or the resistance perspective only. Similarly, antecedents and consequences of the dichotomous nature of word of mouth for m-wallets have also remained obscure so far. The present research proposes to address this void in the accumulated learnings by examining both enablers and inhibitors of mobile wallets (m-wallets) as antecedents of valence of word of mouth (positive and negative; PWOM and NWOM, respectively). Grounded in Dual Factor Theory, this study aims to explore consumers’ continued use intentions resulting from the WOM valence. The findings reveal that enablers (perceived information quality, perceived ability, and perceived benefit) drive PWOM, while the inhibitors (perceived cost, perceived risk, and perceived uncertainty) spur NWOM. Furthermore, the results show that only PWOM drives the continuance intentions of m-wallet users. Therefore, the study proves that the antecedents of PWOM are different from those of NWOM.en_US
dc.language.isoengen_US
dc.publisherElsevieren_US
dc.rightsNavngivelse 4.0 Internasjonal*
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/deed.no*
dc.titlePositive and negative word of mouth (WOM) are not necessarily opposites: A reappraisal using the dual factor theoryen_US
dc.typeJournal articleen_US
dc.typePeer revieweden_US
dc.description.versionpublishedVersionen_US
dc.rights.holderCopyright 2020 The Author(s).en_US
dc.source.articlenumber102396en_US
cristin.ispublishedtrue
cristin.fulltextoriginal
cristin.qualitycode1
dc.identifier.doi10.1016/j.jretconser.2020.102396
dc.identifier.cristin1873125
dc.source.journalJournal of Retailing and Consumer Servicesen_US
dc.identifier.citationJournal of Retailing and Consumer Services. 2020, 102396.en_US


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