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This paper aims to examine the influence of a brand’s innovativeness and green image on customers’ sensory, affective, cognitive, relational and behavioral brand experience and, through that, on brand satisfaction.

To collect primary data, the study used a list of 1,754 e-mail addresses from a hotel in Norway. Of the invited respondents, 283 completed the questionnaire.

The study shows positive influences of perceived brand innovativeness and green image on the experience dimensions. The influences of the brand experience dimensions on brand satisfaction are mixed. The results indicate that the brand experience dimensions partially mediate the influences of perceived brand innovativeness and green image on brand satisfaction. The study also shows a positive influence of perceived brand innovativeness on perceived green image.

The paper highlights the importance of carefully managing brands’ innovativeness and green image to improve brand experiences and satisfaction with the hotel.

Few studies exist on hotel brand experience, and therefore, future studies should identify antecedents and consequences of hotel brand experience (King, 2017; Khan and Rahman, 2017). This paper examines the role of hotel brand experiences with an explicit focus on the antecedents of such experiences.

Ambient-assisted living (AAL) is one solution to the challenges of healthcare systems in an aging population. Using the “ecosystem adoption of practices over time” (EAPT) as a theoretical lens, this study explores and describes three elements of AAL adoption: (1) the AAL practices in which the technology is embedded (i.e. object of adoption), (2) the older adult's adoption ecosystem (i.e. subject of adoption) and (3) the change of adoption practices over time (i.e. temporality of adoption).

Qualitative interviews with three actor groups in the ecosystem: clients, relatives and home nurses.

The study identifies six categories of AAL practices. Clients, relatives and nurses interact and integrate their resources in carrying out these practices. Some of the practices have developed, or are expected to develop, over time.

The study applies a novel theoretical perspective on how AAL technology is embedded in practices performed by different actors in the adoption ecosystem. This broadens the conceptualization of what is being adopted compared to traditional adoption research.

This paper aims to investigate the properties and attributes of networked services and to propose a general categorization scheme for such services.

Two separate studies were conducted to test the validity and applicability of the categorization scheme. First, industry experts categorized a set of pre‐selected mobile services based on the services' dominant source of value. Second, a large‐scale end‐user study of the same services was conducted for testing cross‐service differences between the proposed service categories in terms of what drives perceived customer value. It is argued that services can be categorized on the basis of whether their dominant source of value stems from intrinsic, user network, or complement network attributes.

The study results largely support the proposed categorization scheme. The two studies suggest that categorizing networked services as driven by either intrinsic, user network, or complement network attributes is fruitful and helps pinpoint fundamentally different drivers of perceived customer value. The drivers investigated in the end‐user study explain 60 percent of the variance in customer value.

The current categorization scheme will have stronger and clearer implications when the full array of antecedents and consequences of intrinsic, user network, and complement network attributes have been investigated.

The categorization scheme may provide managers with important guidelines regarding the kinds of business models and marketing means that will work best for the three different categories of networked services.

The paper contributes with a conceptual framework for understanding and categorizing both extrinsic and intrinsic drivers of service value. It extends and integrates previous work on network effects and adoption research and also offers empirical insight into an under‐researched topic.

In this article the authors aim to investigate the moderating effects of gender in explaining intention to use mobile chat services.

An extended adoption model based on the technology acceptance model and theory of reasoned action is applied for pin‐pointing the antecedents of intention to use mobile chat services and for revealing cross‐gender differences. The hypotheses are tested on data from a survey of 684 users of mobile chat services.

The study results suggest that social norms and intrinsic motives such as enjoyment are important determinants of intention to use among female users, whereas extrinsic motives such as usefulness and – somewhat surprisingly – expressiveness are key drivers among men.

The findings put renewed focus on non‐utilitarian motives and illuminate the role of gender in technology adoption.

The cross‐gender differences observed give several guidelines for mobile service developers and marketers in how to accommodate female versus male users.

The paper provides important and new insights both into mobile services adoption and into gender as an important segmentation variable in marketing.

Agent technology has been applied to design new services simplifying product and merchant brokering in several customer industries. The term “shopbots” is now generally used to characterize these services. Proposes that shopbots will make customers more rational and less loyal and that loyalty will be adversely affected. Proposes that different forms of loyalty are affected by shopbot access and that the effect of shopbots on loyalty may differ among customer groups. These propositions were tested in an experimental study of customers choosing a financial service provider. The findings suggest that cognitive loyalty is the loyalty form most affected by shopbot access and that the loyalty effects of shopbots depend upon customers’ past switching behavior. However, no effects of shopbots on stronger forms of loyalty were found. Even though this research is exploratory, it suggests that financial service providers may not fear the effects of shopbots on the behavior of their affective and conative loyal customers. It also suggests that to avoid the threat of shopbots, strong forms of loyalty should be developed in long‐term relationships between providers and customers.

This study aims to follow a rigorous approach to identify, critically analyze and synthesize 75 papers published from 2000 to 2022.

The study presents a systematic literature review on identity expressiveness (IE), clarifying and expanding what is currently known about the concept.

To synthesize current knowledge on IE, the study uses the overarching framework of antecedents-phenomenon-consequences, using this same framework to identify gaps and future research directions. The findings show individual and brand-related factors such as the need for uniqueness and anthropomorphism as antecedents of IE, and eWOM/WOM, impulse purchases and upgrading to more exclusive lines as consequences of IE.

The study contributes to theory by synthesizing and mapping current understanding of the state of knowledge on the concept of IE while highlighting gaps in the extant literature and paving future research directions for scholars in the field.

The study offers useful insights for practitioners, broadening marketers’ actionable options in identity-based marketing. Marketers can use insights from this study to inform marketing strategy and communication campaigns for different types of brands.

To the best of the authors’ knowledge, this study is the first of its kind and offers an integrative review of the current literature on IE, thus enhancing understanding of the concept, its antecedents and consequences. The study also contributes to knowledge by highlighting future research priorities for researchers in this field of enquiry.

Little is known about the adoption of mobile banking technologies in emerging Asian economies. The purpose of this paper is to empirically examine the motivators that influence a consumer’s intentions to use mobile banking.

A web-based survey was employed to collect data from 348 respondents, split across Thailand and Australia. Data were analysed by employing exploratory and confirmatory factor analyses, path and invariance analyses.

The findings indicate that for Australian consumers, perceived ease of use, perceived usefulness (PU) and perceived risk (PR) were the primary determinants of mobile banking adoption. For Thai consumers, the main factors were PU, PR and social influence. National culture was found to impact key antecedents that lead to adoption of m-banking.

The actual variance explained by the study’s model was higher in Australia (59.3 per cent) than for Thailand (23.8 per cent), suggesting future research of m-banking adoption in emerging Asian cultures.

The authors identify the important factors consumers consider when adopting m-banking. The findings of this research give banking organisations a foundational model that can be used to support m-banking implementation.

The study is perhaps the first to examine and compare the intention to adopt m-banking across Thai and Australian consumers, and responds to calls for additional research that generalises m-banking and m-services acceptance across cultures. This study has proposed and validated additional constructs that are not present in the original SST Intention to Use model.