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A critical incident approach to consumer response in the smartphone market: product, service and contents

机译：智能手机市场中消费者响应的关键事件方法：产品，服务和内容

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摘要

Multitudes of theory-based models have been developed and applied to identify drivers behind user behaviors in various information systems (IS) markets. Although these theory-based models have been successful in identifying and explaining consumer behavior, their fixed nature necessitates customization efforts when applied to a specific usage context. In this paper, we utilized critical incident technique (CIT) as a complementary approach to IS user behavior study to traditional theory-based models in the context of the smartphone market. Through a two-stage survey, both positive and negative critical incidents are collected, which are categorized into device, device-related services, network services and content services. Then, their impacts on user intention variables of loyalty and recommendation are derived by a structural equation analysis of 795 smartphone users' responses. The results can be summarized as follows: Positive critical incidents improve user intentions whereas negative ones worsen them; among the positive incidents, the events related to network services are the most influential; Critical incidents related to application contents are the most influential among the negative; Mobile device manufacturers are the most strongly affected by critical incidents among the smartphone supply chain parties. Merits of CIT in IS user behavior study have been demonstrated: CIT's flexible nature provides convenience in adapting to a particular IS usage context; Both positive and negative incidents are examined, yielding a complementary implication to other methods. We also revealed that a conventional wisdom of CIT to focus mainly on negative critical incidents might have to be adjusted since positive ones might be more influential depending on the particular context of IS usage.
机译：已经开发了许多基于理论的模型并将其应用于识别各种信息系统（IS）市场中用户行为的背后驱动因素。尽管这些基于理论的模型已经成功地识别和解释了消费者的行为，但是当应用于特定的使用环境时，它们的固定性质需要进行定制化工作。在本文中，我们将关键事件技术（CIT）用作对智能手机市场背景下基于传统理论的模型进行IS用户行为研究的补充方法。通过两阶段调查，可以收集正面和负面严重事件，这些事件分为设备，与设备相关的服务，网络服务和内容服务。然后，通过对795个智能手机用户响应的结构方程分析，得出它们对忠诚度和推荐用户意图变量的影响。结果可以归纳如下：积极的关键事件改善了用户的意图，消极的事件恶化了用户的意图；在积极事件中，与网络服务有关的事件最具影响力；与应用程序内容相关的重大事件在负面事件中影响最大。在智能手机供应链各方中，重大事件对移动设备制造商的影响最大。已经证明了CIT在IS用户行为研究中的优点：CIT的灵活特性为适应特定的IS使用环境提供了便利。积极事件和消极事件都经过检查，对其他方法产生了补充意义。我们还发现，由于主要取决于负面信息事件，正面信息可能会更具影响力，因此可能需要调整CIT主要关注负面事件的传统智慧。

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