IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v63y2021ics0969698920314120.html
   My bibliography  Save this article

Social commerce website design, perceived value and loyalty behavior intentions: The moderating roles of gender, age and frequency of use

Author

Listed:
  • Molinillo, Sebastian
  • Aguilar-Illescas, Rocío
  • Anaya-Sánchez, Rafael
  • Liébana-Cabanillas, Francisco

Abstract

Drawing on the stimulus-organism-response (SOR) framework, a model is tested that improves the understanding of customer loyalty toward social commerce websites. The results showed that: information and service quality are key antecedents of perceived value, whereas rewards and recognition, and customization are non-significant. Perceived value is an important driver of customer loyalty toward these websites. The model's relationships are affected by gender and frequency of use. Overall, the findings of this study extend the understanding in the social commerce context of: (i) the antecedents of customer perceived value and behavioral intentions; and (ii) the moderating effects of age, gender and frequency of social commerce use on the model relationships.

Suggested Citation

  • Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Liébana-Cabanillas, Francisco, 2021. "Social commerce website design, perceived value and loyalty behavior intentions: The moderating roles of gender, age and frequency of use," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    • Handle: RePEc:eee:joreco:v:63:y:2021:i:c:s0969698920314120
    DOI: 10.1016/j.jretconser.2020.102404
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698920314120
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2020.102404?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Yeon, Jewoo & Park, Inyoung & Lee, Daeho, 2019. "What creates trust and who gets loyalty in social commerce?," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 138-144.
    2. Gruen, Thomas W. & Osmonbekov, Talai & Czaplewski, Andrew J., 2006. "eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty," Journal of Business Research, Elsevier, vol. 59(4), pages 449-456, April.
    3. Catherine Baethge & Julia Klier & Mathias Klier, 2016. "Social commerce—state-of-the-art and future research directions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 269-290, August.
    4. Yang, Kiseol & Li, Xiaoshu & Kim, HaeJung & Kim, Young Hoon, 2015. "Social shopping website quality attributes increasing consumer participation, positive eWOM, and co-shopping: The reciprocating role of participation," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 1-9.
    5. Nadeem, Waqar & Khani, Amir H. & Schultz, Carsten D. & Adam, Nawal Abdalla & Attar, Razaz Waheeb & Hajli, Nick, 2020. "How social presence drives commitment and loyalty with online brand communities? the role of social commerce trust," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    6. Carlson, Jamie & Rahman, Mohammad M. & Taylor, Alexander & Voola, Ranjit, 2019. "Feel the VIBE: Examining value-in-the-brand-page-experience and its impact on satisfaction and customer engagement behaviours in mobile social media," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 149-162.
    7. Anderson, Kelley C. & Knight, Dee K. & Pookulangara, Sanjukta & Josiam, Bharath, 2014. "Influence of hedonic and utilitarian motivations on retailer loyalty and purchase intention: a facebook perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 21(5), pages 773-779.
    8. Higueras-Castillo, Elena & Liébana-Cabanillas, Francisco José & Muñoz-Leiva, Francisco & García-Maroto, Inmaculada, 2019. "Evaluating consumer attitudes toward electromobility and the moderating effect of perceived consumer effectiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 387-398.
    9. Kim, Hyejeong & Niehm, Linda S., 2009. "The Impact of Website Quality on Information Quality, Value, and Loyalty Intentions in Apparel Retailing," Journal of Interactive Marketing, Elsevier, vol. 23(3), pages 221-233.
    10. Hajli, Nick & Sims, Julian & Zadeh, Arash H. & Richard, Marie-Odile, 2017. "A social commerce investigation of the role of trust in a social networking site on purchase intentions," Journal of Business Research, Elsevier, vol. 71(C), pages 133-141.
    11. Shaikh, Aijaz A. & Karjaluoto, Heikki & Häkkinen, Juho, 2018. "Understanding moderating effects in increasing share-of-wallet and word-of-mouth: A case study of Lidl grocery retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 44(C), pages 45-53.
    12. Sang-Ho Lee, 2016. "Factors influencing the social networking service user’s value perception and word of mouth decision of corporate post with special reference to the emotional attachment," Information Technology and Management, Springer, vol. 17(1), pages 15-27, March.
    13. Shawky, Sara & Kubacki, Krzysztof & Dietrich, Timo & Weaven, Scott, 2020. "A dynamic framework for managing customer engagement on social media," Journal of Business Research, Elsevier, vol. 121(C), pages 567-577.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    2. Tong, Xinjia & Chen, Yuangao & Zhou, Shasha & Yang, Shuiqing, 2022. "How background visual complexity influences purchase intention in live streaming: The mediating role of emotion and the moderating role of gender," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    3. Nketiah, Emmanuel & Song, Huaming & Cai, Xiang & Adjei, Mavis & Adu-Gyamfi, Gibbson & Obuobi, Bright, 2022. "Citizens’ intention to invest in municipal solid waste to energy projects in Ghana: The impact of direct and indirect effects," Energy, Elsevier, vol. 254(PC).
    4. Dang, Son-Hoang & Nguyen, Luan-Thanh, 2023. "What drives customer loyalty in social commerce sector? PLS-SEM approach," MPRA Paper 119509, University Library of Munich, Germany, revised 15 Oct 2023.
    5. Abbasi, Amir Zaib & Tsiotsou, Rodoula H. & Hussain, Khalil & Rather, Raouf Ahmad & Ting, Ding Hooi, 2023. "Investigating the impact of social media images’ value, consumer engagement, and involvement on eWOM of a tourism destination: A transmittal mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    6. Niros, Meletios & Niros, Angelica, 2022. "Effective digital loyalty strategies in services during COVID-19 pandemic: does digital adoption matter?," MPRA Paper 114025, University Library of Munich, Germany.
    7. Kuo, Ying-Feng & Chen, Fei-Lung, 2023. "The effect of interactivity of brands’ marketing activities on Facebook fan pages on continuous participation intentions: An S–O-R framework study," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    8. Hsieh, Jung-Kuei, 2023. "The impact of influencers' multi-SNS use on followers’ behavioral intentions: An integration of cue consistency theory and social identity theory," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    9. Huang, Yu & Zhang, Xu & Zhu, Hong, 2022. "How do customers engage in social media-based brand communities: The moderator role of the brand's country of origin?," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
    10. Jiang, Yi & Lai, Po-Lin & Yang, Ching-Chiao & Wang, Xinchen, 2023. "Exploring the factors that drive consumers to use contactless delivery services in the context of the continued COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    11. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    12. Kumar, Prashant & Utkarsh,, 2023. "Effects of in-store information quality and store credibility on consumer engagement in green retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    13. Dogra, Nikhil & Adil, Mohd & Sadiq, Mohd & Dash, Ganesh & Paul, Justin, 2023. "Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    14. Kim, Kyuree & Chung, Te-Lin (Doreen) & Fiore, Ann Marie, 2023. "The role of interactivity from Instagram advertisements in shaping young female fashion consumers’ perceived value and behavioral intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    15. Nofrizal, & Juju, Undang & Sucherly, & N, Arizal & Waldelmi, Idel & Aznuriyandi,, 2023. "Changes and determinants of consumer shopping behavior in E-commerce and social media product Muslimah," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    16. Higueras-Castillo, Elena & Liébana-Cabanillas, Francisco J. & Villarejo-Ramos, Ángel F., 2023. "Intention to use e-commerce vs physical shopping. Difference between consumers in the post-COVID era," Journal of Business Research, Elsevier, vol. 157(C).
    17. Francisco Liébana-Cabanillas & Francisco Muñoz-Leiva & Sebastián Molinillo & Elena Higueras-Castillo, 2022. "Do biometric payment systems work during the COVID-19 pandemic? Insights from the Spanish users' viewpoint," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 8(1), pages 1-25, December.
    18. Kol, Ofrit & Levy, Shalom, 2023. "Men on a mission, women on a journey - Gender differences in consumer information search behavior via SNS: The perceived value perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    19. Muhammad Umair Wattoo & Syed Muhammad Javed Iqbal, 2022. "Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan," SAGE Open, , vol. 12(2), pages 21582440221, May.
    20. Giacomo Migliore & Ralf Wagner & Felipe Schneider Cechella & Francisco Liébana-Cabanillas, 2022. "Antecedents to the Adoption of Mobile Payment in China and Italy: an Integration of UTAUT2 and Innovation Resistance Theory," Information Systems Frontiers, Springer, vol. 24(6), pages 2099-2122, December.
    21. Casado-Aranda, Luis-Alberto & Sánchez-Fernández, Juan & Ibáñez-Zapata, José-à ngel, 2022. "It is all about our impulsiveness – How consumer impulsiveness modulates neural evaluation of hedonic and utilitarian banners," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    22. Nieves-Pavón, Sergio & López-Mosquera, Natalia & Jiménez-Naranjo, Héctor, 2023. "The factors influencing STD through SOR theory," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    23. Wu, Wei & Wang, Sihang & Ding, Guanqi & Mo, Jinfei, 2023. "Elucidating trust-building sources in social shopping: A consumer cognitive and emotional trust perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    24. Khan, Asad & Rezaei, Sajad & Valaei, Naser, 2022. "Social commerce advertising avoidance and shopping cart abandonment: A fs/QCA analysis of German consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mou, Jian & Benyoucef, Morad, 2021. "Consumer behavior in social commerce: Results from a meta-analysis," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    2. Wu, Wei & Wang, Sihang & Ding, Guanqi & Mo, Jinfei, 2023. "Elucidating trust-building sources in social shopping: A consumer cognitive and emotional trust perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    3. Jian Wang & Fakhar Shahzad & Zeeshan Ahmad & Muhammad Abdullah & Nadir Munir Hassan, 2022. "Trust and Consumers’ Purchase Intention in a Social Commerce Platform: A Meta-Analytic Approach," SAGE Open, , vol. 12(2), pages 21582440221, April.
    4. Sohn, Jeong Woong & Kim, Jin Ki, 2020. "Factors that influence purchase intentions in social commerce," Technology in Society, Elsevier, vol. 63(C).
    5. Wang, Bin & Xie, Fengyuan & Kandampully, Jay & Wang, Jin, 2022. "Increase hedonic products purchase intention through livestreaming: The mediating effects of mental imagery quality and customer trust," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    6. Wang, Lu-Yao & Hu, Hai-Hua & Wang, Le & Qin, Jian-Qun, 2022. "Privacy assurances and social sharing in social commerce: The mediating role of threat-coping appraisals," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    7. Razaz Waheeb Attar & Ahlam Almusharraf & Areej Alfawaz & Nick Hajli, 2022. "New Trends in E-Commerce Research: Linking Social Commerce and Sharing Commerce: A Systematic Literature Review," Sustainability, MDPI, vol. 14(23), pages 1-38, November.
    8. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2022. "Social Media Use and Business Performance in SMEs: The Mediating Roles of Relational Social Commerce Capability and Competitive Advantage," Sustainability, MDPI, vol. 14(22), pages 1-14, November.
    9. Lim, Weng Marc & Rasul, Tareq, 2022. "Customer engagement and social media: Revisiting the past to inform the future," Journal of Business Research, Elsevier, vol. 148(C), pages 325-342.
    10. Yogesh K Dwivedi & Elvira Ismagilova & Prianka Sarker & Anand Jeyaraj & Yassine Jadil & Laurie Hughes, 2023. "A Meta-Analytic Structural Equation Model for Understanding Social Commerce Adoption," Information Systems Frontiers, Springer, vol. 25(4), pages 1421-1437, August.
    11. Mencarelli, Rémi & Lombart, Cindy, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 12-21.
    12. Taylor, Alex & Carlson, Jamie & Liao, Yi-Chuan & Rahman, Mohammad M., 2023. "Customer engagement and sharing behaviors: Toward a contingent curvilinear perspective," Journal of Business Research, Elsevier, vol. 154(C).
    13. Tuncer, Ilhami, 2021. "The relationship between IT affordance, flow experience, trust, and social commerce intention: An exploration using the S-O-R paradigm," Technology in Society, Elsevier, vol. 65(C).
    14. Shirazi, Farid & Hajli, Nick & Sims, Julian & Lemke, Fred, 2022. "The role of social factors in purchase journey in the social commerce era," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    15. Sonia Camacho & Andrés Barrios, 2022. "Social commerce affordances for female entrepreneurship: the case of Facebook," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1145-1167, September.
    16. Abbes, Intissar & Hallem, Yousra & Taga, Nadia, 2020. "Second-hand shopping and brand loyalty: The role of online collaborative redistribution platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    17. Hui Li & Narisa Zhao, 2019. "Better Earlier than Longer: First-Mover Advantage in Social Commerce Product Information Competition," Sustainability, MDPI, vol. 11(17), pages 1-17, August.
    18. Rémi Mencarelli & Carole Lombart, 2017. "Influences of the perceived value on actual repurchasing behavior: Empirical exploration in a retailing context," Post-Print hal-01592035, HAL.
    19. Nadeem, Waqar & Tan, Teck Ming & Tajvidi, Mina & Hajli, Nick, 2021. "How do experiences enhance brand relationship performance and value co-creation in social commerce? The role of consumer engagement and self brand-connection," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    20. Wen-Kuo Chen & Dong-Shang Chang & Chun-Cheng Chen, 2017. "The Role of Utilitarian and Hedonic Values on Users' Continued Usage and Purchase Intention in a Social Commerce Environment," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 13(2), pages 193-220, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:63:y:2021:i:c:s0969698920314120. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.