ABSTRACT

Following an ecosystem perspective and drawing on the stimulus-organism-response model, this research examines how experiential stimuli, including consumers’ experiences with their smartphones, phone service providers, and smartphone applications affect satisfaction with smartphones, which then leads to referral behaviors. An online survey questionnaire was completed by 444 respondents, and structural equation modeling was used to test the proposed model. Findings recognize the stimulating role of experience with products and services (i.e., smartphone applications and service providers) that comprise the smartphone ecosystem, highlight the mediating role of satisfaction in the relationship between experiences and word-of-mouth (WOM) referrals, and shed light on the reciprocal power of WOM referrals in the context of smartphone satisfaction. As opposed to the majority of research focusing on smartphone adoption factors, the present research provides insights on post-adoption experiences of consumers with their smartphones. Moreover, the ecosystem view of the study moves beyond the mere phone features and considers the role of other technological products and services that interact with smartphone devices and shape consumers’ experiences with smartphones.

摘要

本研究从生态系统的角度出发，利用刺激-有机体-反应模型，研究了体验刺激（包括消费者对智能手机、电话服务提供商和智能手机应用程序的体验）如何影响对智能手机的满意度，进而导致推荐行为。444 名受访者完成了在线调查问卷，并使用结构方程模型来测试所提出的模型。调查结果认识到组成智能手机生态系统的产品和服务（即智能手机应用程序和服务提供商）体验的刺激作用，突出了满意度在体验和口碑 (WOM) 推荐之间的关系中的中介作用，并摆脱了在智能手机满意度的背景下，了解口碑推荐的相互影响。与大多数关注智能手机采用因素的研究相反，本研究提供了对消费者使用智能手机后采用后体验的见解。此外，该研究的生态系统观点超越了单纯的手机功能，并考虑了与智能手机设备交互并塑造消费者智能手机体验的其他技术产品和服务的作用。