IDEAS home Printed from https://ideas.repec.org/a/eee/teinso/v62y2020ics0160791x18303208.html
   My bibliography  Save this article

Mapping gender and marital roles on customer delight by value perception for mobile technology in India

Author

Listed:
  • Dubey, Prince
  • Bajpai, Naval
  • Guha, Sanjay
  • Kulshreshtha, Kushagra

Abstract

The Indian telephony industry is a diverse platform for product and service in customer value perception. The present study organizes and synthesizes the varied research streams for developing a customer value delight (CVD) framework for marketing decisions like segmentation and targeting. The conceptual framework is developed by using ten-value predictor variables and customer delight through divergent viewpoints identified from previous studies. The significance of the segregation proposition is tested through discriminant analysis in three different dimension runs i.e. delight, gender, and marital category. The scholarship behind the study provides insight into an imperative issue of segregating customer delight by perceived value predictors in categories. The perceptual mapping and vector magnitude analysis of value predictors were performed to club customers in two categories of Mid-Town (low/moderate delight) and Extremes (high delight). The analysis rigorously supports the discriminating power of perceived price, perceived benefit, and self-congruity. The salience of study unlocks psychographic and demographic perceptual maps of customer delight with its perceived value predictors for strategic and tactful planning in the mobile industry.

Suggested Citation

  • Dubey, Prince & Bajpai, Naval & Guha, Sanjay & Kulshreshtha, Kushagra, 2020. "Mapping gender and marital roles on customer delight by value perception for mobile technology in India," Technology in Society, Elsevier, vol. 62(C).
    • Handle: RePEc:eee:teinso:v:62:y:2020:i:c:s0160791x18303208
    DOI: 10.1016/j.techsoc.2020.101275
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160791X18303208
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techsoc.2020.101275?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Prince Dubey & Naval Bajpai & Sanjay Guha, 2018. "Classifying customer 'wow', 'aha', and 'cool' affect through arousal: a study on mobile users," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 9(1), pages 37-58.
    2. Kushagra Kulshreshtha & Naval Bajpai & Vikas Tripathi, 2017. "Consumer preference for electronic consumer durable goods in India: a conjoint analysis approach," International Journal of Business Forecasting and Marketing Intelligence, Inderscience Enterprises Ltd, vol. 3(1), pages 13-37.
    3. Han, Heesup & Hyun, Sunghyup Sean, 2015. "Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness," Tourism Management, Elsevier, vol. 46(C), pages 20-29.
    4. Giacomo Zanello & Xiaolan Fu & Pierre Mohnen & Marc Ventresca, 2016. "The Creation And Diffusion Of Innovation In Developing Countries: A Systematic Literature Review," Journal of Economic Surveys, Wiley Blackwell, vol. 30(5), pages 884-912, December.
    5. Kumkum Bharti & Rajat Agrawal, 2018. "High customer involvement: an essential element for effective co-creation," International Journal of Business Innovation and Research, Inderscience Enterprises Ltd, vol. 15(4), pages 431-451.
    6. Kushagra Kulshreshtha & Vikas Tripathi & Naval Bajpai, 2018. "1971–2017: Evolution, exploration and test of time of conjoint analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 52(6), pages 2893-2919, November.
    7. El Hedhli, Kamel & Zourrig, Haithem & Chebat, Jean-Charles, 2016. "Shopping well-being: Is it just a matter of pleasure or doing the task? The role of shopper's gender and self-congruity," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 1-13.
    8. Alalwan, Ali Abdallah & Baabdullah, Abdullah M. & Rana, Nripendra P. & Tamilmani, Kuttimani & Dwivedi, Yogesh K., 2018. "Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust," Technology in Society, Elsevier, vol. 55(C), pages 100-110.
    9. Adapa, Sujana & Fazal-e-Hasan, Syed Muhammad & Makam, Sathyaprakash Balaji & Azeem, Muhammad Masood & Mortimer, Gary, 2020. "Examining the antecedents and consequences of perceived shopping value through smart retail technology," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    10. Audrain-Pontevia, Anne-Françoise & N’Goala, Gilles & Poncin, Ingrid, 2013. "A good deal online: The Impacts of acquisition and transaction value on E-satisfaction and E-loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 445-452.
    11. Konuk, Faruk Anıl, 2019. "The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 103-110.
    12. Riquelme, Isabel P. & Román, Sergio & Cuestas, Pedro J. & Iacobucci, Dawn, 2019. "The Dark Side of Good Reputation and Loyalty in Online Retailing: When Trust Leads to Retaliation through Price Unfairness," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 35-52.
    13. Collier, Joel E. & Barnes, Donald C., 2015. "Self-service delight: Exploring the hedonic aspects of self-service," Journal of Business Research, Elsevier, vol. 68(5), pages 986-993.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anastasia Stathopoulou & Tommy Kweku Quansah & George Balabanis, 2022. "The Blinding Effects of Team Identification on Sports Corruption: Cross-Cultural Evidence from Sub-Saharan African Countries," Journal of Business Ethics, Springer, vol. 179(2), pages 511-529, August.
    2. Maggioni, Isabella & Sands, Sean & Kachouie, Reza & Tsarenko, Yelena, 2019. "Shopping for well-being: The role of consumer decision-making styles," Journal of Business Research, Elsevier, vol. 105(C), pages 21-32.
    3. Rafael A. Araque-Padilla & Maria Jose Montero-Simo, 2022. "The Dynamics behind the Likelihood of Adopting Inclusive Agrarian Innovations in Disadvantaged Central American Communities," Agriculture, MDPI, vol. 12(1), pages 1-20, January.
    4. Behl, Abhishek & Jayawardena, Nirma & Ishizaka, Alessio & Gupta, Manish & Shankar, Amit, 2022. "Gamification and gigification: A multidimensional theoretical approach," Journal of Business Research, Elsevier, vol. 139(C), pages 1378-1393.
    5. Cheah, Jun-Hwa & Lim, Xin-Jean & Ting, Hiram & Liu, Yide & Quach, Sara, 2022. "Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Alfredo Pérez-Rueda, 2021. "The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 45-75, March.
    7. Cheng-Feng Cheng & Chien-Che Huang & Ming-Chang Lin & Ta-Cheng Chen, 2023. "Exploring Effectiveness of Relationship Marketing on Artificial Intelligence Adopting Intention," SAGE Open, , vol. 13(4), pages 21582440231, December.
    8. Flacandji, Michaël & Vlad, Mariana & Lunardo, Renaud, 2024. "The effects of retail apps on shopping well-being and loyalty intention: A matter of competence more than autonomy," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    9. Shaofei Jiang & Di Feng & Chunfu Lu, 2019. "A Sustainable Innovation—Additional Services for Products Based on Personalised Customer Value," Sustainability, MDPI, vol. 11(6), pages 1-16, March.
    10. Atandile Ngubelanga & Rodney Duffett, 2021. "Modeling Mobile Commerce Applications’ Antecedents of Customer Satisfaction among Millennials: An Extended TAM Perspective," Sustainability, MDPI, vol. 13(11), pages 1-29, May.
    11. Savastano Marco & Anagnoste Sorin, 2020. "Pioneering Strategies in Retail Settings: An Empirical Study of Successful Practices," Management & Marketing, Sciendo, vol. 15(4), pages 643-663, December.
    12. Jian Yang & Huadong Cheng, 2023. "Coupling Coordination between University Scientific & Technological Innovation and Sustainable Economic Development in China," Sustainability, MDPI, vol. 15(3), pages 1-14, January.
    13. Sajjad, Aqsa & Zhang, Qingyu & Asmi, Fahad & Anwar, Muhammad Azfar & Bhatia, Meena, 2024. "Identifying the motivating factors to promote socially responsible consumption under circular economy: A perspective from norm activation theory," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    14. Judita Kasperiuniene & Vilma Zydziunaite, 2019. "A Systematic Literature Review on Professional Identity Construction in Social Media," SAGE Open, , vol. 9(1), pages 21582440198, February.
    15. Wenjie Xu & Hyejin Jung & Jangheon Han, 2022. "The Influences of Experiential Marketing Factors on Brand Trust, Brand Attachment, and Behavioral Intention: Focused on Integrated Resort Tourists," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    16. Oerlemans, Leon & Chan, K.Y. & Knoben, Joris & Vermeulen, P.A.M., 2018. "Structural and geographical conditions for exploitative innovation : Evidence from South African manufacturing firms," Other publications TiSEM 4abcf615-a0d4-49ef-ba25-c, Tilburg University, School of Economics and Management.
    17. Yinglu Sun & Wei Xue & Subir Bandyopadhyay & Dong Cheng, 2022. "WeChat mobile-payment-based smart retail customer experience: an integrated framework," Information Technology and Management, Springer, vol. 23(2), pages 77-94, June.
    18. Karpinska-Krakowiak, Malgorzata, 2021. "Women are more likely to buy unknown brands than men: The effects of gender and known versus unknown brands on purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    19. Calza, Elisa & Lavopa, Alejandro & Ligia Zagato, 2022. "Advanced digital technologies and industrial resilience during the COVID-19 pandemic: A firm-level perspective," MERIT Working Papers 2022-008, United Nations University - Maastricht Economic and Social Research Institute on Innovation and Technology (MERIT).
    20. Pillai, Rajasshrie & Sivathanu, Brijesh & Dwivedi, Yogesh K., 2020. "Shopping intention at AI-powered automated retail stores (AIPARS)," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:teinso:v:62:y:2020:i:c:s0160791x18303208. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/technology-in-society .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.