The accelerating growth of virtual reality technology and evolving customer needs make multifarious challenges and opportunities for service industries. Based on the Technology Acceptance Model and Theory of Affection Responses, we explored the key drivers of customer loyalty in virtual reality-enabled services through a large-scaled survey data collected from VR users in four major cities of Pakistan. The study employs the partial least squares structural equation modeling. We verified that the authenticity of the VR experience and TAM dimensions are the (...) key drivers of customer loyalty béhavioral in VR-enabled services. Furthermore, results revealed that Affective responses significantly mediated the relationships between the drivers and customer loyalty. Implications for researchers and VR practitioners were also provided. (shrink)

Retailers like to use different colors to present the sale price and original price when they are presenting a promotion price. How does the inconsistent color presentation of the prices influence consumers’ purchase likelihood? The extant research does not consider this question. This article will address this question. Drawing on incongruence theory and the persuasion knowledge model, this article proposes that when the color of the sale price is inconsistent with that of the original price, consumers show less preference for (...) the sale price. The reason is that consumers perceive the price as being less trustworthy, which leads to a lower purchase likelihood. Furthermore, this effect is affected by the brand awareness of products. Specifically, when products are less-known brands, the inconsistent colors of the sale price and original price will lead to a lower purchase likelihood. In contrast, when products are well-known brands, the inconsistent colors of the sale price and original price will lead to a high purchase likelihood. In this article, four studies are used to verify these hypotheses, and implications of theory and practice of the present research are discussed. (shrink)

Previous research has mostly focused on Internet use behaviors, such as usage time of the Internet or social media after individuals experienced offline social exclusion. However, the extant literature has ignored online response behaviors, such as online review responses to social exclusion. To address this gap, drawing on self-protection and self-serving bias, we proposed three hypotheses that examine the effect of offline social exclusion on online reviews, which are verified by two studies using different simulating scenarios with 464 participants. The (...) results show that when individuals are socially excluded offline, regardless of where the exclusion comes from, they will be more likely to give negative online reviews. In addition, brand awareness moderates the effect of offline social exclusion on online reviews. Specifically, if the brand is less known, compared with social inclusion, offline social exclusion will lead individuals to give more negative online reviews; conversely, for well-known brands, no significant difference exists in the online reviews between social exclusion and inclusion. (shrink)