The antecedents of post-initial adoption behavior in a S-D logic context

Repercussions of innovation adoption and diffusion studies have long been imperative to the success of novel introductions. However, perceptions and deductions of current innovation understandings have been changing over time. The paradigm shift from the goods-dominant (G-D) logic to the service-dominant (S-D) logic potentially makes the distinction between product (goods) innovation and service innovation redundant as the S-D logic lens views all innovations as service innovations (Vargo and Lusch, 2004; 2008; Lusch and Nambisan, 2015). From this perspective, product innovations are in essence service innovations, as goods serve as mere distribution mechanisms to deliver service. Nonetheless, the transition to such a broadened and transcending view of service innovation necessitates concurrently a change in the underlying models used to investigate innovation and its subsequent adoption. The present research addresses this gap by engendering a novel model for the most crucial period of service diffusion within the S-D logic context – the post-initial adoption phase, which demarcates an individual’s behavior after the initial adoption decision of a service. As a wellfounded understanding of service diffusion and the complementary innovation adoption still lingers in its infancy, the current study develops a model based on interdisciplinary domains mapping. Here fore, knowledge of the relatively established viral source domain is mapped to the comparatively undetermined target domain of service innovation adoption. To assess the model and test the importance of the explanatory variables, survey data from 750 respondents of a bank in Northern Germany is scrutinized by means of Structural Equation Modeling (SEM). The findings reveal that the continuance intention of a customer, actual usage of the service and the customer influencer value all constitute important postinitial adoption behavior that have meaningful implications for a successful service adoption. Second, the four constructs customer influencer value, organizational commitment, perceived usefulness and service customization are evidenced to have a differential impact on a iv customer’s post-initial adoption behavior. Third, this study indicates that post-initial adoption behavior further underlies the influence of a user’s age and besides that is also provoked by the internal and external environments of service adoption. Finally, this research amalgamates the broad view of service innovation by Nambisan and Lusch (2015) with the findings ensuing this enquiry’s model to arrive at a framework that it both, generalizable and practically applicable. Implications for academia and practitioners are captured along with avenues for future research.

A technology diffusion perspective of Enterprise Resource Planning across European Small and Medium Enterprises: from determinants to Use to Value

Tese apresentada como requisito parcial para obtenção do grau de Doutor em Gestão de Informação

Differences in ERP use and value across Iberian Manufacturing and Services SMEs

Enterprise Resource Planning (ERP) system literature reports very little research on post-adoption stages, that is, actual usage and value. Even fewer studies focus on the specificities of an industry analysis. Based on the Technology-Organizational-Environment (TOE) framework and the Resource-Based View (RBV) theory, we develop a research model to measure and examine determinants of ERP use and value and their impact in the Iberian region (Portugal and Spain) across Manufacturing and Services industries in Small and Medium Enterprises (SMEs). The empirical test was conducted through structural equation modelling, using data from 261 firms in the peninsula in the Manufacturing and Service industries. Results show that amongst ERP use determinants, Training is the most important determinant for Service firms and Compatibility for Manufacturing firms. Firm size, Analytics, and Collaboration contribute to ERP Value in both industries, with Analytics being more important for the Service industry. The paper provides insight into which determinants contribute to ERP use and ERP value in Iberian Manufacturing and Services SMEs, offering managerial and academic implications.

Mobile payment

Este estudo visa perceber quais os principais determinantes da adopção e recomendação da tecnologia de pagamentos móveis. Para atingir este objectivo, foi desenvolvido um modelo de pesquisa que combinou os modelos de adopção unified theory of acceptance and use of technology 2 (UTAUT2) e diffusions on innovations (DOI), juntamente com a variável perceived technology security (PTS). Foi realizado um questionário online, tendo sido obtidas 301 respostas válidas. Os dados recolhidos foram analisados utilizando a técnica de structured equation modeling (SEM), de forma a testar empiricamente o modelo e pesquisa. As principais conclusões retiradas são que os principais factores, com efeitos directos e indirectos, para a adopção e recomendação da tecnologia de pagamentos móveis são compatibility, perceived technology security, performance expectations, innovativeness e social influence. As conclusões deste estudo fornecem informações úteis às partes interessadas na tecnologia de pagamentos móveis.

Proposta de um modelo de medição e análise da satisfação de clientes em empresas de software : caso prático do ambiente business-to-business

Os estudos da satisfação e lealdade do cliente em ambiente Business-to-Business têm emergido devido ao interesse práctico e académico. Recorreu-se a um caso práctico de uma empresa de software internacional, ESRI, a operar em Portugal com modelo de negócio B2B e comportamento de compra extensivo. Desenvolveu-se um modelo estrutural com 11 variáveis latentes: lealdade; satisfação; imagem; atmosfera; cooperação; adaptação; processos; tecnologia; orientação ao cliente; competências; colaboradores e comunicação. Foram analisadas 304 respostas ao questionário de satisfação e de seguida aplicou-se o modelo a seis grupos de clientes segmentados de acordo com a contribuição do cliente para as receitas e o comportamento no processo de decisão de compra. Recorreu-se a modelos SEM (Structural Equation Modelling) com estimação dos parâmetros através da metodologia PLS (partial Least Squares). Os resultados mostram nos seis segmentos, que os valores da empresa, a cooperação através da competência dos colaboradores e da orientação ao cliente e a tecnologia são factores mais importantes para a satisfação e lealdade dos clientes.