{"id":"https://openalex.org/W2982387810","doi":"https://doi.org/10.1108/jeim-05-2019-0136","title":"What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach","display_name":"What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach","publication_year":2019,"publication_date":"2019-10-24","ids":{"openalex":"https://openalex.org/W2982387810","doi":"https://doi.org/10.1108/jeim-05-2019-0136","mag":"2982387810"},"language":"en","primary_location":{"id":"doi:10.1108/jeim-05-2019-0136","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-05-2019-0136","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise Information Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5065041235","display_name":"Zoran Kalini\u0107","orcid":"https://orcid.org/0000-0001-8137-9005"},"institutions":[{"id":"https://openalex.org/I14245010","display_name":"University of Kragujevac","ror":"https://ror.org/04f7vj627","country_code":"RS","type":"education","lineage":["https://openalex.org/I14245010"]}],"countries":["RS"],"is_corresponding":true,"raw_author_name":"Zoran Kalini\u0107","raw_affiliation_strings":["Faculty of Economics, University of Kragujevac, Kragujevac, Serbia"],"affiliations":[{"raw_affiliation_string":"Faculty of Economics, University of Kragujevac, Kragujevac, Serbia","institution_ids":["https://openalex.org/I14245010"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5067785971","display_name":"Veljko Marinkovi\u0107","orcid":"https://orcid.org/0000-0003-4749-7053"},"institutions":[{"id":"https://openalex.org/I14245010","display_name":"University of Kragujevac","ror":"https://ror.org/04f7vj627","country_code":"RS","type":"education","lineage":["https://openalex.org/I14245010"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Veljko Marinkovi\u0107","raw_affiliation_strings":["Faculty of Economics, University of Kragujevac, Kragujevac, Serbia"],"affiliations":[{"raw_affiliation_string":"Faculty of Economics, University of Kragujevac, Kragujevac, Serbia","institution_ids":["https://openalex.org/I14245010"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101406730","display_name":"Aleksandar Djordjevi\u0107","orcid":"https://orcid.org/0000-0002-2989-6483"},"institutions":[{"id":"https://openalex.org/I4068193","display_name":"University of Belgrade","ror":"https://ror.org/02qsmb048","country_code":"RS","type":"education","lineage":["https://openalex.org/I4068193"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Aleksandar Djordjevic","raw_affiliation_strings":["Faculty of Economics, University of Belgrade, Belgrade, Serbia"],"affiliations":[{"raw_affiliation_string":"Faculty of Economics, University of Belgrade, Belgrade, Serbia","institution_ids":["https://openalex.org/I4068193"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5028878179","display_name":"Francisco Li\u00e9bana\u2010Cabanillas","orcid":"https://orcid.org/0000-0002-3255-0651"},"institutions":[{"id":"https://openalex.org/I173304897","display_name":"Universidad de Granada","ror":"https://ror.org/04njjy449","country_code":"ES","type":"education","lineage":["https://openalex.org/I173304897"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Francisco Liebana-Cabanillas","raw_affiliation_strings":["Department of Marketing and Market Research, University of Granada, Granada, Spain"],"affiliations":[{"raw_affiliation_string":"Department of Marketing and Market Research, University of Granada, Granada, Spain","institution_ids":["https://openalex.org/I173304897"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5065041235"],"corresponding_institution_ids":["https://openalex.org/I14245010"],"apc_list":null,"apc_paid":null,"fwci":21.6081,"has_fulltext":false,"cited_by_count":112,"citation_normalized_percentile":{"value":0.99363241,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":100},"biblio":{"volume":"33","issue":"1","first_page":"71","last_page":"94"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9991999864578247,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9988999962806702,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.6795827150344849},{"id":"https://openalex.org/keywords/expectancy-theory","display_name":"Expectancy theory","score":0.6792426705360413},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.6556437611579895},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"Word of mouth","score":0.62928307056427},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.5605383515357971},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5306673645973206},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.4129111170768738},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.4122988283634186},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.40979570150375366},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.32187139987945557},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3150864839553833},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.24735307693481445},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.11410585045814514}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6795827150344849},{"id":"https://openalex.org/C188353592","wikidata":"https://www.wikidata.org/wiki/Q450586","display_name":"Expectancy theory","level":2,"score":0.6792426705360413},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6556437611579895},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.62928307056427},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5605383515357971},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5306673645973206},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4129111170768738},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4122988283634186},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40979570150375366},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.32187139987945557},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3150864839553833},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.24735307693481445},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.11410585045814514},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jeim-05-2019-0136","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-05-2019-0136","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise Information Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Partnerships for the goals","score":0.5400000214576721,"id":"https://metadata.un.org/sdg/17"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":80,"referenced_works":["https://openalex.org/W885849835","https://openalex.org/W947581080","https://openalex.org/W1032630705","https://openalex.org/W1569270043","https://openalex.org/W1791587663","https://openalex.org/W1793296681","https://openalex.org/W1901468815","https://openalex.org/W1965236027","https://openalex.org/W1972458078","https://openalex.org/W1972696648","https://openalex.org/W1972843660","https://openalex.org/W1975211564","https://openalex.org/W1979907230","https://openalex.org/W1983024403","https://openalex.org/W1985870920","https://openalex.org/W1987258130","https://openalex.org/W2005787529","https://openalex.org/W2007402659","https://openalex.org/W2010760330","https://openalex.org/W2011309176","https://openalex.org/W2013882502","https://openalex.org/W2015496140","https://openalex.org/W2017313171","https://openalex.org/W2018029625","https://openalex.org/W2032343616","https://openalex.org/W2053720922","https://openalex.org/W2069044326","https://openalex.org/W2071666535","https://openalex.org/W2079212666","https://openalex.org/W2082924376","https://openalex.org/W2086008499","https://openalex.org/W2090453507","https://openalex.org/W2093332920","https://openalex.org/W2099697766","https://openalex.org/W2100379340","https://openalex.org/W2106122616","https://openalex.org/W2114873620","https://openalex.org/W2118016181","https://openalex.org/W2119469410","https://openalex.org/W2120931187","https://openalex.org/W2148567404","https://openalex.org/W2216298542","https://openalex.org/W2279564835","https://openalex.org/W2290845009","https://openalex.org/W2307077199","https://openalex.org/W2327652686","https://openalex.org/W2334884533","https://openalex.org/W2420831331","https://openalex.org/W2490107957","https://openalex.org/W2519159936","https://openalex.org/W2520096944","https://openalex.org/W2561131998","https://openalex.org/W2571582372","https://openalex.org/W2590318521","https://openalex.org/W2599355412","https://openalex.org/W2605351532","https://openalex.org/W2606301176","https://openalex.org/W2606852458","https://openalex.org/W2623089729","https://openalex.org/W2727318066","https://openalex.org/W2735582963","https://openalex.org/W2740288927","https://openalex.org/W2743424450","https://openalex.org/W2744779177","https://openalex.org/W2756274548","https://openalex.org/W2778468755","https://openalex.org/W2780797911","https://openalex.org/W2780913480","https://openalex.org/W2785581090","https://openalex.org/W2788565785","https://openalex.org/W2793277670","https://openalex.org/W2796505778","https://openalex.org/W2799607249","https://openalex.org/W2803360992","https://openalex.org/W2914711619","https://openalex.org/W2924288331","https://openalex.org/W2925326639","https://openalex.org/W3125976894","https://openalex.org/W4235678817","https://openalex.org/W4243667233"],"related_works":["https://openalex.org/W2041415459","https://openalex.org/W2593155302","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2352855287","https://openalex.org/W4200071106","https://openalex.org/W2378906650","https://openalex.org/W2384288445","https://openalex.org/W2382526412","https://openalex.org/W2347474189"],"abstract_inverted_index":{"Purpose":[0],"The":[1,39,128],"purpose":[2],"of":[3,21,47,59,83,100,122,124,130,137,144,162,166],"this":[4,34],"paper,":[5],"which":[6],"is":[7,13,160],"based":[8,43],"on":[9,44,174],"the":[10,30,57,60,71,81,84,96,119,131,135,138,141,145],"UTAUT2":[11],"model,":[12,61],"to":[14,25,32,36,55,69,79,94],"develop":[15],"and":[16,29,107,114,153,156,171],"evaluate":[17,56],"a":[18,45,163],"predictive":[19],"model":[20,148],"customer":[22,101,169],"satisfaction":[23,115],"related":[24],"mobile":[26],"commerce":[27],"(m-commerce)":[28],"willingness":[31],"recommend":[33],"service":[35],"others.":[37],"Design/methodology/approach":[38],"study":[40],"was":[41,53,67,92],"conducted":[42],"sample":[46],"402":[48],"respondents.":[49],"Confirmative":[50],"factor":[51],"analysis":[52],"used":[54,68,78],"validity":[58],"while":[62],"structural":[63],"equation":[64],"modeling":[65],"(SEM)":[66],"test":[70],"hypotheses.":[72],"Finally,":[73],"artificial":[74],"neural":[75],"networks":[76],"were":[77,116],"rank":[80],"influence":[82,173],"significant":[85,98],"predictors":[86,121],"obtained":[87],"by":[88,104],"SEM.":[89],"Findings":[90],"Trust":[91],"found":[93],"be":[95],"most":[97],"driver":[99],"satisfaction,":[102,151],"followed":[103],"performance":[105],"expectancy":[106],"perceived":[108],"value.":[109],"In":[110],"addition,":[111],"affective":[112,152],"commitment":[113,155],"identified":[117],"as":[118],"strongest":[120],"word":[123],"mouth":[125],"(WOM).":[126],"Originality/value":[127],"originality/value":[129],"paper":[132],"lies":[133],"in":[134,176],"establishment":[136],"connection":[139],"between":[140],"independent":[142],"variables":[143],"UTAUT":[146],"2":[147],"\u2013":[149],"trust,":[150],"continence":[154],"WOM.":[157],"Additionally,":[158],"it":[159],"one":[161],"small":[164],"number":[165],"studies":[167],"investigating":[168],"commitments":[170],"their":[172],"WOM":[175],"m-commerce.":[177]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":13},{"year":2024,"cited_by_count":22},{"year":2023,"cited_by_count":24},{"year":2022,"cited_by_count":21},{"year":2021,"cited_by_count":24},{"year":2020,"cited_by_count":4},{"year":2017,"cited_by_count":1}],"updated_date":"2026-04-11T08:14:18.477133","created_date":"2025-10-10T00:00:00"}
