Exploring perceived innovation in building customers’ patronizing behavior in the food delivery service context

Jiseon Ahn

19 citations0/0 files storedInternational Journal of Quality and Service Sciences

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Technology Adoption and User Behaviour Customer Service Quality and Loyalty Service and Product Innovation

Abstract

Purpose In the food delivery industry, mobile applications have become an important platform for providing services and interacting with customers. Thus, this study aims to examine whether customers’ perceived innovation changes their patronizing behavior intention toward the brand’s application. Design/methodology/approach Using data from food delivery customers in the USA, this study identifies the relative impact of multidimensional innovation (i.e. service concept innovation, service process innovation and customer experience innovation) on customers’ behavior. Partial least squares-structural equation modeling is used to test the hypotheses. Findings Results show that customers’ perceived service process and experience innovation increase commitment, which turns into reuse intention of the delivery application. Commitment also increases the impact of customers’ perceived innovation on loyalty. However, in this study, service concept innovation is insufficient to solely create positive behavioral intention. Practical implications Findings suggest that a food delivery application that continues to innovate to improve the service process and experience can be an effective marketing tool because they increase bonding with customers. This study recommends that food delivery companies manage their relationship with customers to achieve sustainable growth. Originality/value Despite the growing attention in the mobile service industry, limited studies have examined the effects of innovations of food delivery application on customers’ behavior. Thus, this study provides useful guidelines that advance mobile commerce research, especially in the food delivery industry.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 19 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1998The partial least squares approach for structural equation modeling.1998Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification.2001Commitment in the workplace: toward a general model 2009An empirical comparison of the efficacy of covariance-based and variance-based SEM 2005The Ties That Bind: Measuring the Strength of Consumers’ Emotional Attachments to Brands 2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists

Cited by

2023Corporate social responsibility authenticity as an antecedent to customer citizenship behavior: evidence from hospitality industry in Taiwan 2024Modelling the significance of food delivery service quality on customer satisfaction and reuse intention

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.