A customer value, satisfaction, and loyalty perspective of mobile application recommendations

By Chenyan Xu, D. Peak, Victor R. Prybutok. Decision Support Systems, 2015

354 citations recorded by the source corpus.

Although both anecdotal and academic sources have suggested that interpersonal recommendation is an important means to promote mobile applications (apps), little to no research has investigated this topic. To fill the void, we develop a research model based on the Customer Value, Satisfaction, and Loyalty Framework (VSL). While prior VSL studies treated customer value as a black box and examined its effects as a whole, this research breaks down customer value to utilitarian benefits (consisting of app utility and app quality), hedonic benefits (consisting of app aesthetics and enjoyment), monetary sacrifices and non-monetary sacrifices (consisting of technicality, knowledge of alternative quality and privacy risk). This research extends VSL to the mobile app context and discerns factors that influence app recommendation. Based on the data analysis of 347 app users, we found that intention to recommend is a strong predictor of app recommendation behavior. Satisfaction with apps, users' app continuance intention, and hedonic benefits obtained from using apps are the direct antecedents of intention to recommend. Moreover, non-monetary sacrifices and utilitarian benefits have indirect effects on intention to recommend through satisfaction and app continuance intention. Contrary to our hypotheses, we did not find the significant effects of monetary sacrifices in the refined VSL. We also provide a detailed discussion about these findings, and the theoretical and practical implications of the research. This paper initially examines why people recommend apps to others, an IT behavior that is critical to the success of mobile apps.The present paper develops a research model based on the customer value, satisfaction, and loyalty framework (VSL) and identifies specific benefits and sacrifices associated with app usage to refine the VSL model.The identification of the knowledge of alternative quality factor examines users' IT behaviors with consideration of the effects of alternatives.This paper contributes to the electronic word-of-mouth research by looking into (1) how individuals' perceive the value of mobile applications and (2) why individuals are willing to make the recommendation.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/7899d94725f06d13b2083ca9b785f8f03f9bc4cd

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In Information Systems and Management

  1. Chunmei Gan
  2. Weijun Wang

In Organizational Behavior and Human Resource Management

  1. Chunmei Gan
  2. Weijun Wang

In Sociology and Political Science

  1. Chunmei Gan
  2. Weijun Wang

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