• 제목/요약/키워드: Post-adoption service

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혁신기술수용 이후 : 차세대 서비스 업그레이드 의향에 대한 서비스 속성만족은 차원과 고객 충성도의 역할 (Post-Adoption Behavior : Role of Customer Satisfaction and Customer Loyalty in the Next-Generation Service Upgrading)

  • 손민희;한계숙
    • 경영과학
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    • 제26권3호
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    • pp.79-100
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    • 2009
  • Recently, most tech-based products are of multiple generations, since new-generation products are replacing the older ones as technologies continue to improve. Although, this means that research is needed to examine as much about the role of post-adoption behavior as the missing link between the adoptions of successive generation as first adoption of innovation, there is a dearth of literature explicitly examining consumers' post-adoption behavior, especially in the context of subscription-based service. For the subscription-based services, in spite of the important role of consumer satisfaction, research on the post-adoption behavior can not carefully examine the direct impact of consumer satisfaction on their decision to upgrade by considering usage instead of satisfaction as the missing link between buyers' first adoption and their next-generation adoption. This study identified two types of attribute satisfaction such as basic attribute and core attribute using both literature review and FGI (Focus Group Interview), and tries to investigate how two types of attribute satisfaction has influence on customers' intention to upgrade to the next-generation services. and a moderating role of customer loyalty between attribute satisfaction and intention. The empirical results show that core-attribute satisfaction has a negative influence on customers' intention to upgrade, due to the moderating role of customer loyalty, but it can raise their intention to upgrade next-generation services. However, basic-attribute satisfaction, on the other hand, appears to positively influence both customer loyalty and the intention to upgrade. We also find that the consumer attribute satisfaction is influenced by consumer innovativeness, her perception of service and the usage of each features' type in different ways. Finally, academic and practical implication is made, limitation is clarified and a direction for further studies is suggested.

국외 입양아들의 특성과 변화 (Overseas adoption in Korea)

  • 김재윤
    • Clinical and Experimental Pediatrics
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    • 제52권4호
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    • pp.410-416
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    • 2009
  • In Korea, overseas adoption has been practiced for more than 50 years. Initially, overseas adoption began with the objective to provide permanent homes for Korean war orphans, including mixed-blood children. From 1953 to 2007, about 160,000 Korean children were placed worldwide through overseas adoption and approximately 70,000 children were adopted in Korea. During that period, Korea developed into one of leading industrial countries in the world and the family norms changed dramatically. Since 1989, the Korean government has made diverse efforts to increase domestic adoptions and to support adopted families through the revisions to Korea's Child Welfare Law. However, it is not enough to reduce overseas adoptions rapidly because the Korean government's economic support for adopted families is not adequate and Korean sentiments regarding adoption have not changed. Being an international adoptee is a unique experience, involving dissimilarities of race, ethnicity, and culture. Clearly, it is very important for us to focus on placing Korean children in the best possible environment. Therefore, Korea must make diverse efforts to reduce overseas adoptions and to encourage domestic adoption. First, Korean society has to try to reduce the number of children who need out-of-home care. Second, the Korean government and people should make an effort to increase domestic adoptions, including adoptions of disabled and older children. Finally, the Korean government and adoption agencies have to provide professional pre-adoption and post-adoption services for international adoptees and adoptive parents.

모바일 서비스의 감성적 가치인식과 후기수용행동 요인 연구 (A Study on the Emotional Value Perception and Post Adoption Behavior of Mobile Service)

  • 이상호;김영범;김재범
    • 디지털융복합연구
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    • 제10권10호
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    • pp.237-245
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    • 2012
  • 본 연구의 목적은 모바일 서비스 이용자의 감성적 가치 인식과 만족도에 미치는 영향 요인을 정량적으로 실증하고자 하였다. 따라서 연구자는 사용자가 인식하는 모바일 상품권의 감성적 인식, 만족도, 구전, 그리고 외생변인들 (경제적/이성적 가치, 신뢰도, 즐거움, 혁신성 등) 간의 경로와 관계를 검정하기 위해 구조방정식 모델링 방법론을 통해 확인하였다. 연구 결과 모바일 상품권의 사용자들은 상품권의 감성적 인식과 혁신성 등이 모바일 상품권의 신뢰와 즐거움에 영향을 주는 것으로 확인이 되었다. 또한 신뢰, 즐거움 등이 만족과 구전으로 영향을 주는 것으로 나타났다. 따라서, 모바일 상품권의 감성적 소구가 마케팅 도구의 일환으로 활용될 경우, 기업은 고객의 만족과 자발적인 구전 관점에서 효율성을 극대화 할 수 있을 것으로 보았다. 연구자는 본 연구가 첨단산업의 초기 개발단계에 있는 모바일 상품권 사용자의 감성적 인식 요인을 정량적으로 검정한 것으로 이론적 실무적 공헌점이 있을 것으로 보았다.

User Experience and the Multi-Stage Adoption of Mobile Apps

  • Kim, Ambrose;Kim, Kyoung-jae
    • Journal of Information Technology Applications and Management
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    • 제21권2호
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    • pp.49-79
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    • 2014
  • The adoption of technology has always been of interest to academicians and practitioners of the field of Management Information System. This is so because without proper and adequate adoption, technology-no matter how beneficial or advanced it may be-will be of little value to users. Numerous researches, such as the researches of the Technology Acceptance Model (TAM) or the Unified Theory of Acceptance and Use of Technology (UTAUT), had been conducted to understand the human nature in association with the adoption or rejection of technologies that have bombarded the users. The coming of smart technologies (i.e., smart phones and devices), however, seems to have fundamentally changed the environment for adoption. The ubiquity combined with mobility of technology, especially when it comes to mobile apps, seem to make the old PC era of two-stage-pre and post-adoption models obsolete. A new model of adoption that identifies the determinants of technology acceptance and continuance is needed for the smart age. To this end, this paper undertakes an empirical study, by analyzing 229 users of Social Networking Service (SNS) mobile apps, to identify the role of user experience on the multi-stage adoption of technology, and provides results that User Experience (UX) plays the crucial role of bridging the separate stages of pre and post adoption of technologies. The paper concludes by providing practical implications of the new model as it relates to mobile apps and technologies, and recommendations for further studies to get a better understanding of technology adoption in the smart age.

정보기술 수용 후 주관적 지각 형성: 사용 경험에서 형성된 습관, 기대일치, 자기효능감의 역할 (What happens after IT adoption?: Role of habits, confirmation, and computer self-efficacy formed by the experiences of use)

  • 김용영;오상조;안중호;장정주
    • Asia pacific journal of information systems
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    • 제18권1호
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    • pp.25-51
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    • 2008
  • Researchers have been continuously interested in the adoption of information technology (IT) since it is of great importance to the information systems success and it is also an important stage to the success. Adoption alone, however, does not ensure information systems success because it does not necessarily lead to achieving organizational or individual objectives. When an organization or an individual decide to adopt certain information technologies, they have objectives to accomplish by using those technologies. Adoption itself is not the ultimate goal. The period after adoption is when users continue to use IT and intended objectives can be accomplished. Therefore, continued IT use in the post-adoption period accounts more for the accomplishment of the objectives and thus information systems success. Previous studies also suggest that continued IT use in the post-adoption period is one of the important factors to improve long-term productivity. Despite the importance there are few empirical studies focusing on the user behavior of continued IT use in the post-adoption period. User behavior in the post-adoption period is different from that in the pre-adoption period. According to the technology acceptance model, which explains well about the IT adoption, users decide to adopt IT assessing the usefulness and the ease of use. After adoption, users are exposed to new experiences and they shape new beliefs different from the thoughts they had before. Users come to make decisions based on their experiences of IT use whether they will continue to use it or not. Most theories about the user behaviors in the pre-adoption period are limited in describing them after adoption since they do not consider user's experiences of using the adopted IT and the beliefs formed by those experiences. Therefore, in this study, we explore user's experiences and beliefs in the post-adoption period and examine how they affect user's intention to continue to use IT. Through deep literature reviews on the construction of subjective beliefs by experiences, we draw three meaningful constructs which theoretically have great impacts on the continued use of IT: perceived habit, confirmation, and computer self-efficacy. Then, we examine the role of the subjective beliefs on the cognitive/affective attitudes and intention to continue to use that IT. We set up a research model and conducted survey research. Since IT use implies interactions among a user, IT, and a task, we carefully selected the sample of users using same/similar IT to perform same/similar tasks, to exclude unwanted influences of other factors than subjective beliefs on the IT use. We also considered that the sample of users were able to make decisions to continue to use IT volitionally or at least quasi-volitionally. For each construct, we used measurement items recognized for reliability and widely used in the previous research. We slightly modified some items proper to the research context and a pilot test was carried out for forty users of a portal service in a university. We performed a full-scale survey after verifying the reliability of the measurement. The results show that the intention to continue to use IT is strongly influenced by cognitive/affective attitudes, perceived habits, and computer self-efficacy. Confirmation affects the intention to continue indirectly through cognitive/affective attitudes. All the constructs representing the subjective beliefs built by the experiences of IT use have direct and/or indirect impacts on the intention of users. The results also show that the attitudes in the post-adoption period are formed, at least partly, by the experiences of IT use and newly shaped beliefs after adoption. The findings suggest that subjective beliefs built by the experiences have deep impacts on the continued use. The results of the study signify that while experiencing IT in the post-adoption period users form new beliefs, attitudes, and intentions which may be different from those of the pre-adoption period. The results of this study partly demonstrate that the beliefs shaped by the behaviors, those are the experiences of IT use, influence users' attitudes and intention. The results also suggest that behaviors (experiences) also change attitudes while attitudes shape behaviors. If we combine the findings of this study with the results of the previous research on IT adoption, we can propose a cycle of IT adoption and use where behavior shapes attitude, the attitude forms new behavior, and that behavior shapes new attitude. Different from the previous research, the study focused on the user experience after IT adoption and empirically demonstrated the strong influence of the subjective beliefs formed in the post-adoption period on the continued use. This partly confirms the differences between attitudes in the pre-adoption and in the post-adoption period. Users continuously change their attitudes and intentions while experiencing (using) IT. Therefore, to make users adopt IT and to make them use IT after adoption is a different problem. To encourage users to use IT after adoption, experiential variables such as perceived habit, confirmation, and computer self-efficacy should be managed properly.

Factors Influencing Post-Adoption Resistance to Self-Order Kiosks at Fast-Food Restaurants: A Focus on the New-Silver Generation

  • Hwaran Lee;Eunkyung Kang;Kyung Young Lee;Minwoo Lee;Sung-Byung Yang
    • Journal of Smart Tourism
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    • 제3권2호
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    • pp.23-36
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    • 2023
  • Due to the phenomenon of aging, a new consumer segment known as the "new-silver generation" is emerging. Unlike the previous silver generation, this generation possesses significant economic power and consuming willingness, attracting attention from consumer goods companies. However, both the new-silver generation and the elderly face challenges in adopting contactless or self-service technologies such as self-order kiosks, resulting in negative reactions. Therefore, this study aims to investigate the attitude and response of the newsilver generation towards kiosks, as well as the factors influencing their resistance to such technology. By applying theoretical perspectives from the innovation resistance model, technostress theory, and the value-based model, this study identifies influencing factors for innovation resistance among the new-silver generation when using contactless technologies implemented in fast-food restaurants. The findings indicate that a lower awareness of new technologies and services corresponds to decreased adoption resistance, while a higher perceived value leads to more positive behaviors and attitudes among the new-silver generation utilizing kiosks at fast-food restaurants.

Mobile Banking Service in Mongolia: The Role of Online Convenience on the Acceptance and Use Behavior

  • Ivanova, Aisena;Noh, Grimm
    • Asia Marketing Journal
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    • 제24권2호
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    • pp.51-61
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    • 2022
  • The goal of this study is to scrutinize the impact of individual online convenience dimensions on mobile banking acceptance and use in Mongolia. A total of 211 valid responses were collected from Mongolian university students who currently use mobile banking application services from local banks. The SmartPLS 3.3 software was used to conduct the confirmatory factor analysis and test the hypotheses. Using structural equation modelling, this research discovered that access convenience, transaction convenience, and possession/post-possession convenience are the main constructs related to the adoption of mobile banking services. Perceived innovation showed a significant positive effect on the adoption of mobile banking technologies. Through practical and theoretical implications, this research aims to assist mobile banking service channels of local and international banks in Mongolia. Identifying which online convenience dimensions impact the adoption and use of mobile banking will contribute to the adoption of competitive strategies for financial institutions and banks.

모바일 쿠폰 서비스의 만족에 미치는 요인 연구 (A Study on the influencing factors for Satisfaction of Mobile Coupon Service)

  • 이상호
    • 디지털콘텐츠학회 논문지
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    • 제13권3호
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    • pp.301-307
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    • 2012
  • 본 연구는 모바일 쿠폰 서비스의 만족도에 미치는 영향 요인을 정량적으로 실증하고자 하였다. 따라서 연구자는 사용자가 인식하는 모바일 쿠폰의 만족도, 구전, 그리고 외생변인들 (경제적 가치, 신뢰도, 즐거움, 혁신성 등) 간의 경로와 관계를 검정하기 위해 구조방정식 모델링 방법론을 통해 확인하였다. 연구 결과 모바일 쿠폰의 사용자들(일부지역 대학생 중심)은 기존의 쿠폰과 유사한 모바일 쿠폰의 특성에 대해 이해하고 있으며, 쿠폰의 경제적 가치, 혁신성 등이 신뢰, 즐거움에 영향을 주고, 이들이 만족과 구전에 영향을 주는 것으로 확인이 되었다. 또한 연구자는 현재 다양한 쿠폰 관련 앱들이 개발되는 시점에 제시하는 정량적 연구로서 공헌점이 있을 것으로 보았다.

모바일 SNS 이용만족과 습관이 충성도에 미치는 영향 (The Impact of Users' Satisfaction and Habits in Customer Loyalty to Continue the Mobile Social Network Service)

  • 윤영선;이국용
    • 한국전자거래학회지
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    • 제15권4호
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    • pp.123-142
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    • 2010
  • 정보기술 수용 후 행동 즉 정보기술에 대한 지속적 사용여부는 해당 정보기술에 대한 자신의 경험이 의사결정 과정에서 중요한 역할을 하게 된다. 정보기술의 수용과 관련하여 수행된 대부분의 선행연구들은 자신들의 경험에 기초하여 형성된 신념에 기초를 두어 해당 정보기술의 수용여부를 결정하게 되며, 기존의 정보기술 이용 경험으로부터 형성된 친숙성, 사용성, 만족 등이 주로 사용되어 왔다. 최근에 일부 연구들에서는 정보기술의 지속적 사용과정에 잠재의식적 행위에 관심을 보이고 있어 본 연구에서는 정보기술에 대한 이용습관을 지속적 사용과정에 중요한 역할을 수행할 것으로 가정하였다. 이에 본 연구는 최근 많은 사람들이 이용하고 있는 모바일 SNS를 대상으로 하여 기존의 이용경험으로부터 형성된 친숙성, 사용성, 만족 그리고 잠재의식적 행위를 측정하기 위해 이용습관을 각각 설정하였으며, 이들 변수들이 충성도에 어떠한 영향을 미치는지 확인하기 위한 연구가설과 연구모형을 설정하였다. 실증분석 결과 모바일 SNS 이용자들의 경우 기존의 이용경험으로부터 형성된 정보기술에 대한 친숙성, 사용성, 만족 그리고 이용습관이 충성도에 유의적으로 영향을 미치고 있음을 확인하였으며, 특히 이용습관이 매개변수로서의 역할을 수행하고 있음을 확인하였다. 이러한 연구결과는 기존의 정보기술 이용경험으로부터 형성된 여러 특성들과 함께 잠재의식적 행위를 나타내는 이용습관이 매우 중요하게 작용한다는 점을 실증적으로 확인하였다는 의미를 지니고 있다.

혁신확산이론 기반의 CRM 품질요인과 성과에 관한 연구

  • 진찬용;김도관
    • 한국산업정보학회:학술대회논문집
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    • 한국산업정보학회 2008년도 추계 공동 국제학술대회
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    • pp.194-198
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    • 2008
  • Under the rapid change of business circumstance to E-business, CRM is one of the major strategic choices to reinforce the relationship with customers. In this point, this study attempts to understand the relationships among the quality of CRM and the variables of post adoption on the innovation diffusion theory. With integration of information system success model and innovation diffusion theory, it developed a research model and several hypotheses focusing on CRM performance of post-adoption. To testify the hypotheses, it conducted a survey on insurance industry and performed a statistical analysis for the research model with structure equation model. The results show that the factors of CRM quality (system, service, and information) have significant relationships with level of CRM usage and satisfaction. And the relationships between satisfaction and CRM performance and between CRM performance and intension of CRM extension are found as statistically significant.

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