International Journal of Internet Marketing and Advertising http://www.inderscience.com/browse/index.php?journalID=84&year=2012&vol=7&issue=1 Inderscience Publishers Ltd en-uk International Journal of Internet Marketing and Advertising 1477-5212 1741-8100 © 2012 Inderscience Publishers Ltd editor@inderscience.com https://www.inderscience.com/images/files/coverImgs/ijima_scoverijima.gif http://www.inderscience.com/browse/index.php?journalID=84&year=2012&vol=7&issue=1 http://www.inderscience.com/link.php?id=44956 The aim of this research is to examine the relationship between customer satisfaction dimensions (overall, functional, and technical customer satisfaction) and customers' loyalty through examining the mediating role of relationship marketing skills in mobile service operators (MSO) in Jordan. Data were collected from 1,350 mobile service subscribers from which 1,007 were valid for analysis. Structural equation modelling was used to test the proposed model. Results from exploratory and confirmatory factor analyses indicated that the customer satisfaction construct consists of three dimensions (overall satisfaction, functional satisfaction, and technical satisfaction). We found that customer satisfaction dimensions positively affect customer loyalty. Technical customer satisfaction and overall customer satisfaction dimensions exert the strongest influence on customer loyalty, respectively. It was also found that relationship marketing skills partially mediate the relationship between customer satisfaction dimensions and customer loyalty. Managerial implications were also addressed indicating that achieving customer satisfaction is not sufficient to enhance customer loyalty; employees should have relationship marketing skills to enhance customer loyalty. Our research is the first attempt to investigate the relationship between customer satisfaction dimensions and customer loyalty through the mediation role of relationship marketing skills either in Jordan or other developing countries. An empirical investigation of the mediating role of relationship marketing skills on the relationship between customer satisfaction and customer loyalty
Mamoun N. Akroush; Amjad A. Abu ELSamen
International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 1 - 30
The aim of this research is to examine the relationship between customer satisfaction dimensions (overall, functional, and technical customer satisfaction) and customers' loyalty through examining the mediating role of relationship marketing skills in mobile service operators (MSO) in Jordan. Data were collected from 1,350 mobile service subscribers from which 1,007 were valid for analysis. Structural equation modelling was used to test the proposed model. Results from exploratory and confirmatory factor analyses indicated that the customer satisfaction construct consists of three dimensions (overall satisfaction, functional satisfaction, and technical satisfaction). We found that customer satisfaction dimensions positively affect customer loyalty. Technical customer satisfaction and overall customer satisfaction dimensions exert the strongest influence on customer loyalty, respectively. It was also found that relationship marketing skills partially mediate the relationship between customer satisfaction dimensions and customer loyalty. Managerial implications were also addressed indicating that achieving customer satisfaction is not sufficient to enhance customer loyalty; employees should have relationship marketing skills to enhance customer loyalty. Our research is the first attempt to investigate the relationship between customer satisfaction dimensions and customer loyalty through the mediation role of relationship marketing skills either in Jordan or other developing countries.

]]> 10.1504/IJIMA.2012.044956 International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 1 - 30 Mamoun N. Akroush; Amjad A. Abu ELSamen Talal Abu-Ghazaleh Graduate School of Business Administration, The German-Jordanian University, P.O. Box 921951, Amman, 11192, Jordan. ' Department of Marketing, Faculty of Business, The University of Jordan, Amman, 11192, Jordan customer satisfaction internet marketing customer relationship management CRM mobile communications customer loyalty Jordan mobile services m-services structural equation modelling relationship marketing skills developing countries. 2012-01-16T23:20:50-05:00 7 1 1 30 2012-01-16T23:20:50-05:00 http://www.inderscience.com/link.php?id=44957 This paper aims to provide a better understanding of the factors that influence consumer intention to accept short message service (SMS) advertisements. Specifically, the authors investigate the role of consumer trust in wireless service providers (WSP) on the acceptance of SMS advertisements. The authors suggest that consumer attitude toward SMS advertising is the main determinant of their intention to accept SMS advertising. Then, they investigate the moderating role of consumers' trust in their WSP on attitude-intention relationship. The results of their first study support that higher trust in WSP strengthens that relationship. In their second study, the authors look at the individual effects of consumers' trusting beliefs, i.e., ability, integrity and benevolence beliefs, about a WSP on the same relationship. The results support that while high levels of benevolence and integrity beliefs results in a stronger attitude-intention relationship, ability beliefs do not have such an effect. The role of wireless service provider (WSP) trust on consumer acceptance of SMS advertising
Sertan Kabadayi; Luke Kachersky
International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 31 - 50
This paper aims to provide a better understanding of the factors that influence consumer intention to accept short message service (SMS) advertisements. Specifically, the authors investigate the role of consumer trust in wireless service providers (WSP) on the acceptance of SMS advertisements. The authors suggest that consumer attitude toward SMS advertising is the main determinant of their intention to accept SMS advertising. Then, they investigate the moderating role of consumers' trust in their WSP on attitude-intention relationship. The results of their first study support that higher trust in WSP strengthens that relationship. In their second study, the authors look at the individual effects of consumers' trusting beliefs, i.e., ability, integrity and benevolence beliefs, about a WSP on the same relationship. The results support that while high levels of benevolence and integrity beliefs results in a stronger attitude-intention relationship, ability beliefs do not have such an effect.

]]> 10.1504/IJIMA.2012.044957 International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 31 - 50 Sertan Kabadayi; Luke Kachersky Schools of Business Administration, Fordham University, 113 West 60th Street, New York, NY 10023, USA. ' Schools of Business Administration, Fordham University, 441 East Fordham Road, Bronx, New York, NY 10458, USA short message service SMS advertising intention to accept SMS advertising trust wireless service providers trusting beliefs benevolence integrity ability consumer intentions SMS adverts SMS ads consumer acceptance. 2012-01-16T23:20:50-05:00 7 1 31 50 2012-01-16T23:20:50-05:00 http://www.inderscience.com/link.php?id=44958 Internet has become the primary source of information for a large number of consumers and it has dramatically changed the consumer behaviour. The arrival and expansion of the internet has extended consumers' options for gathering product information by including other consumers' comments, posted on the internet, and has provided consumers opportunities to offer their own consumption-related advice by engaging in electronic word-of-mouth (e-WOM). The aim of this study is to assess the impact of, one type of e-WOM, the online consumer review, on purchasing decision. This empirical study also focuses on the relationship between reviews and purchasing behaviour. The results show that consumer reviews have a causal impact on consumer purchasing behaviour and they have an effect on choosing the products by consumer. Finally, the results and their implications are discussed. e-WOM: the effects of online consumer reviews on purchasing decisions
Ali Yayl?; Murat Bayram
International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 51 - 64
Internet has become the primary source of information for a large number of consumers and it has dramatically changed the consumer behaviour. The arrival and expansion of the internet has extended consumers' options for gathering product information by including other consumers' comments, posted on the internet, and has provided consumers opportunities to offer their own consumption-related advice by engaging in electronic word-of-mouth (e-WOM). The aim of this study is to assess the impact of, one type of e-WOM, the online consumer review, on purchasing decision. This empirical study also focuses on the relationship between reviews and purchasing behaviour. The results show that consumer reviews have a causal impact on consumer purchasing behaviour and they have an effect on choosing the products by consumer. Finally, the results and their implications are discussed.

]]> 10.1504/IJIMA.2012.044958 International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 51 - 64 Ali Yayl?; Murat Bayram Commerce and Tourism Education Faculty, Gazi University, Ankara 06830, Turkey. ' Tirebolu Mehmet Bayrak Vocational College, Giresun University, Giresun 28500, Turkey internet marketing consumer behaviour online consumer reviews electronic word-of-mouth e-WOM Turkey purchasing decisions purchasing behaviour. 2012-01-16T23:20:50-05:00 7 1 51 64 2012-01-16T23:20:50-05:00 http://www.inderscience.com/link.php?id=44959 As social media increasingly penetrate the business world, it is important to understand the underlying reasons for companies to adopt social networks marketing (SNM). This study extends the technology acceptance model (TAM) to explore the role of social influences in the context of SNM technology adoption by small and medium companies, and considers how the temporal aspect of new technology adoption affects this relationship. Our findings show that adoption of SNM is strongly influenced by social influences from experts, competitors, and customers. These social influences affect intention to adopt this new technology both directly, and by affecting the perceptions of the technology usefulness. For SMEs already using SNM, social influence is the only strong determinant of the intention to continue employing this marketing technology, with the amount of experience with SNM strengthening this relationship. Adoption of social networks marketing by SMEs: exploring the role of social influences and experience in technology acceptance
Iryna Pentina; Anthony C. Koh; Thuong T. Le
International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 65 - 82
As social media increasingly penetrate the business world, it is important to understand the underlying reasons for companies to adopt social networks marketing (SNM). This study extends the technology acceptance model (TAM) to explore the role of social influences in the context of SNM technology adoption by small and medium companies, and considers how the temporal aspect of new technology adoption affects this relationship. Our findings show that adoption of SNM is strongly influenced by social influences from experts, competitors, and customers. These social influences affect intention to adopt this new technology both directly, and by affecting the perceptions of the technology usefulness. For SMEs already using SNM, social influence is the only strong determinant of the intention to continue employing this marketing technology, with the amount of experience with SNM strengthening this relationship.

]]> 10.1504/IJIMA.2012.044959 International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 65 - 82 Iryna Pentina; Anthony C. Koh; Thuong T. Le Department of Marketing and International Business, University of Toledo, 2801 W. Bancroft St. Toledo, OH 43606-3390, USA. ' Department of Marketing and International Business, University of Toledo, 2801 W. Bancroft St. Toledo, OH 43606-3390, USA. ' Department of Marketing and International Business, University of Toledo, 2801 W. Bancroft St. Toledo, OH 43606-3390, USA social networks social network marketing SNM social media technology acceptance model TAM SMEs small and medium-sized enterprises social influences social experience consumer perceptions technology usefulness. 2012-01-16T23:20:50-05:00 7 1 65 82 2012-01-16T23:20:50-05:00 http://www.inderscience.com/link.php?id=44936 Online shopping decisions are governed by consumer's level of exposure to internet and their preparedness and individual characteristic. There are a number of factors that influence what and why we buy. This paper attempts to weave both functional and psychological factors to understand their influence on online shopping behaviour. In this study an attempt is made to explore from the customer perspective some of the most important factors that influence online shopping behaviour using a RIDIT approach. In the present study, factors like trust, testing product quality or feature before purchase, exposure, easy reference/assistance in making purchase, product variety hard to find elsewhere, immediate need gratification, ease of navigation, shopping experience turned out to be some of the most important factors influencing browsers' online shopping behaviour. The findings of the present study will provide an insight into the most influential factors, to help marketers in designing their online channel as an acceptance channel for shopping. A RIDIT approach to evaluate factors influencing online shopping behaviour
Sabita Mahapatra; Sreekumar
International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 83 - 99
Online shopping decisions are governed by consumer's level of exposure to internet and their preparedness and individual characteristic. There are a number of factors that influence what and why we buy. This paper attempts to weave both functional and psychological factors to understand their influence on online shopping behaviour. In this study an attempt is made to explore from the customer perspective some of the most important factors that influence online shopping behaviour using a RIDIT approach. In the present study, factors like trust, testing product quality or feature before purchase, exposure, easy reference/assistance in making purchase, product variety hard to find elsewhere, immediate need gratification, ease of navigation, shopping experience turned out to be some of the most important factors influencing browsers' online shopping behaviour. The findings of the present study will provide an insight into the most influential factors, to help marketers in designing their online channel as an acceptance channel for shopping.

]]> 10.1504/IJIMA.2012.044936 International Journal of Internet Marketing and Advertising, Vol. 7, No. 1 (2012) pp. 83 - 99 Sabita Mahapatra; Sreekumar Indian Institute of Management, Pigdamber, Rau, Indore-453331, MP, India. ' Rourkela Institute of Management, Gapabandhunagar, Chhend, Rourkela-769015, Orissa, India RIDIT online shopping cognitive factors emotional factors shopping behaviour consumer behaviour internet marketing trust product testing product quality product features easy assistance product variety immediate gratification ease of navigation shopping experience. 2012-01-16T23:20:50-05:00 7 1 83 99 2012-01-16T23:20:50-05:00