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All Outputs (4)

A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt, currently using and stopped using (2014)
Journal Article
Wu, M., Jayawardhena, C., & Hamilton, R. (2014). A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt, currently using and stopped using. Journal of marketing management, 30(9-10), 1006-1038. https://doi.org/10.1080/0267257X.2014.935459

Despite the surge in interest in research on customers’ adoption of internet banking (IB), how discontinued users can be brought back to IB has not received much attention. To respond to this question and to provide a comprehensive understanding of I... Read More about A comprehensive examination of internet banking user behaviour: evidence from customers yet to adopt, currently using and stopped using.

Website design quality and usage behavior : unified theory of acceptance and use of technology (2014)
Journal Article
Al-Qeisi, K., Dennis, C., Alamanos, E., & Jayawardhena, C. (2014). Website design quality and usage behavior : unified theory of acceptance and use of technology. Journal of business research, 67(11), 2282-2290. https://doi.org/10.1016/j.jbusres.2014.06.016

A well designed website brings numerous benefits to firms. Some of these benefits are well established. But what elements of the website design quality really matter and how do these elements in turn influence website usage behavior? Building upon th... Read More about Website design quality and usage behavior : unified theory of acceptance and use of technology.

Intention to use mobile customer relationship management systems (2014)
Journal Article
Karjaluoto, H., Töllinen, A., Pirttiniemi, J., & Jayawardhena, C. (2014). Intention to use mobile customer relationship management systems. Industrial management + data systems, 114(6), 966-978. https://doi.org/10.1108/IMDS-11-2013-0480

© Emerald Group Publishing Limited. Purpose - The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-t... Read More about Intention to use mobile customer relationship management systems.

Talk up or criticize? Customer responses to WOM about competitors during social interactions (2014)
Journal Article
Ranaweera, C., & Jayawardhena, C. (2014). Talk up or criticize? Customer responses to WOM about competitors during social interactions. Journal of business research, 67(12), 2645-2656. https://doi.org/10.1016/j.jbusres.2014.04.002

Popular metrics such as the Net Promoter Score (NPS) highlights many benefits of word of mouth (WOM) to firms. Is WOM all it is claimed to be? Building on social identity theory, this research develops a conceptual model of WOM exchange in social set... Read More about Talk up or criticize? Customer responses to WOM about competitors during social interactions.