Gegenstand der Dissertation ist die Untersuchung des negativen Einflusses der positiv emotionalen Online-Rezensionen auf das Konsumentenverhalten in der Nachkaufphase. Auf Basis von umfassenden Literaturauswertungen erfolgten die Erarbeitung einer definitorischen Grundlage von Online-Rezensionen und die Systematisierung bisheriger Erkenntnisse zum Einfluss der positiv emotionalen Online-Rezensionen. Unter Nutzung von Informationsverarbeitungs-, Emotions- und Verhaltenstheorien wurde ein theoretisch-konzeptioneller Bezugsrahmen geschaffen. Zur Überprüfung des Untersuchungsmodells und der darin postulierten Wirkungsbeziehungen wurde eine standardisierte Online-Befragung durchgeführt. Die Ergebnisse konnten den negativen Einfluss der positiv emotionalen Online-Rezensionen in der Nachkaufphase bestätigen. Zudem konnte mithilfe einer Kausalanalyse gezeigt werden, dass solche Online-Rezensionen in der Nachkaufphase negative Emotionen (z. B. Enttäuschung und Bedauern) hervorrufen können, wenn die Erwartung der Kunden im Nachhinein nicht übertroffen wird. Des Weiteren zeigt die Arbeit, dass die ausgelösten Emotionen zu unterschiedlichen Verhaltensabsichten führen.:Inhaltsverzeichnis Abbildungsverzeichnis IV Tabellenverzeichnis VI Abkürzungsverzeichnis IX 1 Einleitung 1 1.1 Relevanz der Arbeit 1 1.2 Problemstellung und Zielsetzung 3 1.3 Aufbau der Arbeit 11 1.4 Bestandsaufnahme 15 2 Online-Rezensionen 16 2.1 Definition und Einordnung 16 2.2 Entwicklung und aktueller Stand der Forschung 17 2.3 Zwischenfazit 22 3 Informationsverarbeitungstheorien 23 3.1 Theoretischer Bezugsrahmen 23 3.1.1 Stochastische Erklärungsansätze 24 3.1.2 Neobehavioristische Erklärungsansätze 25 3.1.3 Kognitive Erklärungsansätze 26 3.2 Modi der Informationsverarbeitung 27 3.2.1 Elaboration-Likelihood-Modell (ELM) 29 3.2.2 Heuristisch-systematisches Modell (HSM) 31 3.2.3 Affekt-Infusion-Modell (AIM) 33 3.2.4 Wahrnehmung und Verarbeitung der positiven Online-Rezensionen 35 3.2.5 Wahrnehmung und Verarbeitung der emotionalen Online-Rezensionen 39 3.3 Einflussfaktoren der Informationswahrnehmung 40 3.3.1 Narrativität 41 3.3.2 Hedonistische und utilitaristische Konsummotive 42 3.3.3 Wahrgenommene Ähnlichkeit 44 3.4 Vertrauen als Informationsverarbeitungsergebnis 48 3.5 Zwischenfazit 52 4 Analyse des Konsumentenverhaltens in der Nachkaufphase 54 4.1 Theoretischer Bezugsrahmen 54 4.1.1 Confirmation/Disconfirmation-Paradigma 55 4.1.2 Sonstige Erklärungsansätze 58 4.2 Emotionen und Emotionstheorien 60 4.2.1 Definitorisches Verständnis der Emotion 60 4.2.2 Lernpsychologische Emotionstheorien 66 4.2.3 Evolutionspsychologische Emotionstheorien 66 4.2.4 Kognitiv-physiologische Emotionstheorien 70 4.2.5 Kognitive Emotionstheorien 72 4.2.6 Die Messung der Emotionen 73 4.3 Rolle der Emotionen in der Nachkaufphase 75 4.3.1 Forschungsstand 75 4.3.2 Negative Emotionen: Enttäuschung, Ärger, Bedauern 79 4.4 Zwischenfazit 82 5 Verhaltensabsicht als Konsequenz in der Nachkaufphase 83 5.1 Definitorische Grundlagen und aktueller Forschungsstand 83 5.2 Theoretischer Bezugsrahmen 88 5.3 Emotionen und Verhaltensabsicht 89 5.4 Zwischenfazit 92 6 Entwicklung des Untersuchungsrahmens 93 6.1 Vorstudie 93 6.3 Konzeptualisierung der Konstrukte des Untersuchungsmodells 101 6.3.1 Konzeptualisierung der Konstrukte (Informationsverarbeitung) 101 6.3.2 Konzeptualisierung der Konstrukte (Nachkaufverhalten) 103 6.4 Operationalisierung der Konstrukte 104 6.4.1 Vorgehensweise der Operationalisierung 104 6.4.2 Operationalisierung der Konstrukte (Informationsverarbeitung) 106 6.4.3 Operationalisierung der Konstrukte (Nachkaufverhalten) 112 6.5 Entwicklung der Hypothesen des Untersuchungsmodells 119 6.5.1 Hypothesen zur Informationsverarbeitung 119 6.5.2 Hypothesen zur Analyse des Nachkaufverhaltens 123 6.6 Das Untersuchungsmodell im Überblick 127 7 Grundlagen der empirischen Untersuchung 130 7.1 Konzeption der empirischen Untersuchung 130 7.1.1 Erhebungsdesign 130 7.1.2 Datenerhebung 131 7.2 Datenprüfung, -bereinigung und -aufbereitung 132 7.2.1 Datenprüfung hinsichtlich der Durchklicker 132 7.2.2 Datenprüfung hinsichtlich der Ausreißer 132 7.2.3 Datenprüfung hinsichtlich der Repräsentativität 133 7.2.4 Datenprüfung hinsichtlich des Nonresponse-Bias 135 7.2.5 Datenprüfung hinsichtlich des Common-Method-Bias 136 8 Empirische Ergebnisse 138 8.1 Manipulationscheck 138 8.2 Durchführung einer exploratorischen Faktorenanalyse 140 8.3 Strukturgleichungsmodellierung 146 8.3.1 Grundlagen der Kausalanalyse 146 8.3.2 Prüfung auf Methodeneffekte 151 8.3.3 Gütekriterien der Messmodelle 153 8.3.4 Ergebnisse der Überprüfung der Messmodelle 159 8.3.5 Gütekriterien des Strukturmodells 166 8.3.6 Ergebnisse der Überprüfung des Strukturmodells 168 8.3.7 Prüfung der Moderatoreffekte 179 8.3.8 Prüfung der Mediatoreffekte 186 8.3.9 Prüfung der Kontrollvariablen 191 9 Schlussfolgerung 192 9.1 Zusammenfassende Betrachtung 192 9.2 Theoretischer Erkenntnisbeitrag 197 9.3 Methodischer Erkenntnisbeitrag 198 9.4 Limitierungen der Arbeit 199 9.5 Implikationen für die Forschung und Praxis 201 9.5.1 Implikationen für die zukünftige Forschung 201 9.5.2 Implikationen für die Praxis 202 Anhang 206 Literaturverzeichnis 217

The quantity and variety of product information available online today has increased significantly in recent years. This situation has exacerbated user information overload perceptions and made it difficult for online shoppers to choose between various online products and services. This is especially true for older adults, who typically have limitations in cognitive abilities due to the natural aging process and, as such, may perceive additional difficulties processing large amounts of information online. In response, Recommendation Agents (RAs) have become popular as decision support tools for online consumers in general, and older adults in particular. However, in the information systems literature, there is a lack of understanding regarding the design of RAs to suit the needs of different segments of the population, including older adults. Grounded in the theory of planned behaviour, and the “aging and IS adoption” literatures, this study investigates the impact of cognitive age and RA comprehensiveness on user perceptions towards the complexity of the input and output stages of an RA, and their subsequent impact on the antecedents of a user’s intention to utilize the RA for online shopping. This experimental study finds that: (i) an individual’s cognitive age significantly increases perceived RA input and output complexity perceptions; (ii) higher levels of RA comprehensiveness increases a user’s RA input and output complexity perceptions significantly; (iii) RA output complexity plays a more critical role than RA input complexity in shaping user perceptions of the overall complexity of an RA; and, (iv) increased levels of RA comprehensiveness increases individual perceptions of RA usefulness. Additionally, and as expected, cognitive age moderates the relationship between RA comprehensiveness and input/output complexity such that the effect is stronger for older adults. Surprisingly, however, cognitive age also moderates the relationship between RA comprehensiveness and perceived RA usefulness such that it is stronger for older adults. Theoretically, this study helps us to better understand how different levels of RA comprehensiveness, in terms of both the input and output stages of the RA operation, impact the intention of users of different cognitive ages to use online RAs. For practitioners, the results highlight the importance of customizing the design of RAs, in both their input and output stages, for consumers with different cognitive ages. / Thesis / Doctor of Philosophy (PhD)

Technology has been an integral part of human life since the 19th century’s Industrial Revolution, and the advancement of technologies has continued into the 21st century. Of all new emerging technologies, the computer has been identified as the most important, most complex and fastest emerging technology. In order for businesses to compete and survive within the business world, they are compelled to adopt new computer technologies. However, computers alone cannot improve organisational performance. Computers need to be accepted, optimally used and utilised by employees in order for an organisation to succeed. One such technology is SAP AG’s Enterprise Resource Planning (ERP) system which is a real-time, fully integrated business system used by more than 170 000 organisations in 120 countries. Measuring information system success has been a concern since its inception due to its complexity and difficulty to appraise. Researchers traditionally attempted to measure success by the delivering of a functional information system product within certain monetary and time constraints. Subsequently, evidence suggested that a more accurate measure of success lies within the field of system use. One model of assessing and predicting user acceptance and which has gained popularity in recent years is the Technology Acceptance Model (TAM). Apart from accepting the SAP ERP system, users should also be of the intention to continuously use it as a job requirement. The model for measuring user commitment is psychological attachment which determines whether the commitment is insincere and temporary, or long-lasting. Further, not only do users need to accept and continuously use an information technology like SAP ERP; they also need to be able to cope while using it. If not, psychological stress known as techno stress develops and prevents the optimal use of this system. With these three possible explanations for computer technology avoidance as a premise of departure, this study aims to determine the congruence, if any, between the sub-constructs of the TAM (perceived ease of use, perceived usefulness, attitude toward using, behavioural intention to use and actual system use), psychological attachment (compliance, identification and internalisation), and techno stress (negative computer thoughts) within a South African SAP ERP user environment. A cross-sectional survey design was used rendering a convenience sample of N = 241 from among the SAP ERP user fraternity at a South African steel manufacturer. The measuring instruments used were the 23-item Technology Acceptance Questionnaire (TAM), the 10-item Psychological Attachment Questionnaire (PAQ) and the 20-item Computer Thoughts Survey (CTS-C). Study 1 which was a literature review confirmed conceptual congruence in that although the technology acceptance model was the most parsimonious, powerful and widely applied theoretical model, it was constrained due to the omission of social influence (psychological attachment) as a contributing factor in the processes of behavioural change towards technology acceptance. Furthermore, it was found that techno stress lowers employee efficiency and creates dissonance in the work environment, resulting in acceptance, hesitance or resistance towards the technology in question. Congruence was established between the system itself (technology acceptance), social relationships (psychological acceptance), and inherent psychological stress (techno stress). The aim of study 2 was to test the technology acceptance model within a South African SAP ERP user environment. Structural equation modelling confirmed that positive inter-construct relationships exist between all TAM constructs. Actual system use, which is the measurement for technology acceptance, was directly affected by behavioural intention to use and indirectly by perceived usefulness. In turn, behavioural intention to use was directly affected by perceived usefulness, attitude toward using and indirectly by perceived ease of use. Attitude toward using was directly affected by perceived ease of use and perceived usefulness. Perceived usefulness was directly affected by perceived ease of use. Study 3 revealed that internalisation had a direct positive effect on behavioural intention to use and an indirect effect on actual system use via behavioural intention to use. Furthermore, in this study identification had direct positive effects on internalisation, perceived usefulness, perceived ease of use and actual system use. Indirect effects emerged between identification and behavioural intention to use via internalisation as well as behavioural intention to use via perceived usefulness. Compliance, on the other hand, had negligible, negative direct effects on all TAM constructs of which the most prominent was that on attitude toward using. Results acquired from structural equation modelling in study four confirmed that weak negative relationships existed between techno stress and all TAM constructs. This finding is contrary to other studies and can be attributed to the fact that participants in this study were at large, proficient around SAP ERP and therefore experienced low levels of techno stress. Furthermore, aspects such as effective training, clear deadlines, effective teamwork, recurrent performance evaluations, job security, career development and realistic job load are all antidotes for techno stress which is believed to be current within the participant fraternity. In a concluding chapter the conclusions derived from the literature review, as well as the empirical research were presented and recommendations flowing from this research study were made. / PhD (Psychology), North-West University, Vaal Triangle Campus, 2014

Technology has been an integral part of human life since the 19th century’s Industrial Revolution, and the advancement of technologies has continued into the 21st century. Of all new emerging technologies, the computer has been identified as the most important, most complex and fastest emerging technology. In order for businesses to compete and survive within the business world, they are compelled to adopt new computer technologies. However, computers alone cannot improve organisational performance. Computers need to be accepted, optimally used and utilised by employees in order for an organisation to succeed. One such technology is SAP AG’s Enterprise Resource Planning (ERP) system which is a real-time, fully integrated business system used by more than 170 000 organisations in 120 countries. Measuring information system success has been a concern since its inception due to its complexity and difficulty to appraise. Researchers traditionally attempted to measure success by the delivering of a functional information system product within certain monetary and time constraints. Subsequently, evidence suggested that a more accurate measure of success lies within the field of system use. One model of assessing and predicting user acceptance and which has gained popularity in recent years is the Technology Acceptance Model (TAM). Apart from accepting the SAP ERP system, users should also be of the intention to continuously use it as a job requirement. The model for measuring user commitment is psychological attachment which determines whether the commitment is insincere and temporary, or long-lasting. Further, not only do users need to accept and continuously use an information technology like SAP ERP; they also need to be able to cope while using it. If not, psychological stress known as techno stress develops and prevents the optimal use of this system. With these three possible explanations for computer technology avoidance as a premise of departure, this study aims to determine the congruence, if any, between the sub-constructs of the TAM (perceived ease of use, perceived usefulness, attitude toward using, behavioural intention to use and actual system use), psychological attachment (compliance, identification and internalisation), and techno stress (negative computer thoughts) within a South African SAP ERP user environment. A cross-sectional survey design was used rendering a convenience sample of N = 241 from among the SAP ERP user fraternity at a South African steel manufacturer. The measuring instruments used were the 23-item Technology Acceptance Questionnaire (TAM), the 10-item Psychological Attachment Questionnaire (PAQ) and the 20-item Computer Thoughts Survey (CTS-C). Study 1 which was a literature review confirmed conceptual congruence in that although the technology acceptance model was the most parsimonious, powerful and widely applied theoretical model, it was constrained due to the omission of social influence (psychological attachment) as a contributing factor in the processes of behavioural change towards technology acceptance. Furthermore, it was found that techno stress lowers employee efficiency and creates dissonance in the work environment, resulting in acceptance, hesitance or resistance towards the technology in question. Congruence was established between the system itself (technology acceptance), social relationships (psychological acceptance), and inherent psychological stress (techno stress). The aim of study 2 was to test the technology acceptance model within a South African SAP ERP user environment. Structural equation modelling confirmed that positive inter-construct relationships exist between all TAM constructs. Actual system use, which is the measurement for technology acceptance, was directly affected by behavioural intention to use and indirectly by perceived usefulness. In turn, behavioural intention to use was directly affected by perceived usefulness, attitude toward using and indirectly by perceived ease of use. Attitude toward using was directly affected by perceived ease of use and perceived usefulness. Perceived usefulness was directly affected by perceived ease of use. Study 3 revealed that internalisation had a direct positive effect on behavioural intention to use and an indirect effect on actual system use via behavioural intention to use. Furthermore, in this study identification had direct positive effects on internalisation, perceived usefulness, perceived ease of use and actual system use. Indirect effects emerged between identification and behavioural intention to use via internalisation as well as behavioural intention to use via perceived usefulness. Compliance, on the other hand, had negligible, negative direct effects on all TAM constructs of which the most prominent was that on attitude toward using. Results acquired from structural equation modelling in study four confirmed that weak negative relationships existed between techno stress and all TAM constructs. This finding is contrary to other studies and can be attributed to the fact that participants in this study were at large, proficient around SAP ERP and therefore experienced low levels of techno stress. Furthermore, aspects such as effective training, clear deadlines, effective teamwork, recurrent performance evaluations, job security, career development and realistic job load are all antidotes for techno stress which is believed to be current within the participant fraternity. In a concluding chapter the conclusions derived from the literature review, as well as the empirical research were presented and recommendations flowing from this research study were made. / PhD (Psychology), North-West University, Vaal Triangle Campus, 2014

Intelligent conversational agents (ICAs) are artificial intelligence (AI)-enabled systems that can communicate with humans through text or voice using natural language. The first ICA, “Eliza,” appeared in 1966 to simulate human conversation using pattern matching. Commercial ICAs appeared on the AOL and MSN platforms in 2001 and aided in developing advanced AI and Human-Computer Interaction (HCI). Since then, ICAs have progressively appeared in consumer products and services. Their success depends on the user’s experience and attitude towards these services. This research examines customer attitudes towards ICAs through a theoretical framework of integrated Expectation Confirmation Theory (ECT) and Task Technology Fit Theory (TTF). By exploring user experience via an experiment that engages end-users with ICA’s different functions and tasks, this study examines user perception of ICA’s AI capabilities, such as Conversation Ability, Friendliness, Intelligence, Responsiveness, Task Performance, and Trust. This research investigates how customer satisfaction with ICA capabilities and perceived task technology fit influence their intention to use ICAs. A field survey of 380 Canadian end-users utilizing ICAs on the websites of five large Canadian telecom service providers enabled empirical testing of the model. / Thesis / Doctor of Philosophy (PhD)

Ghana subscribed to the global target of reaching at least 50% of exclusive breastfeeding in the first six months of birth by the year 2030. Policies and programmes to promote exclusive breastfeeding have been formulated and implemented in the country. In spite of these efforts, existing evidence showed that the rate of exclusive breastfeeding in the first six months post-delivery has been declining over the past decade. It was therefore important to understand behavioural factors that influence exclusive breastfeeding among teenage-mothers and propose a behavioural conceptual model based on the understanding of exclusive breastfeeding from the perspective of the teenage-mothers and their social environments. The study was conducted in three phases using multistrand mixed methods within the pragmatism philosophical framework. The Theory of Planned Behaviour and the six steps framework for developing models to address public health issues were used as frameworks in the study. In the first phase, the researcher used qualitative exploratory descriptive design to gain an understanding of the behavioural determinants of exclusive breastfeeding from the perspective of teenagers aged between 13 - 19 years attending antenatal care services at public facilities. Data were generated through focus group discussions and analysed using Group-level thematic and content analysis. In the second phase, longitudinal descriptive correlational designs were used to establish the relationships between the exclusive breastfeeding intentions during the prenatal period and actual breastfeeding practices at six months post-delivery. Structured questionnaires were used to collect data during the last visit of antenatal care visits and six months post-delivery. Data generated were analysed through descriptive inferential statistics. In the last phase, the researcher used meta-inferences to identify the key concepts of conceptual model from the integrated qualitative and quantitative results. Theoretical triangulations were used to define and establish relationships between the concepts and to structure the conceptual model. The integrated results of the two phases of the study showed that exclusive breastfeeding practices among teenage-mothers within the social context of Ghana are determined by certain personal and social related behavioural factors. The approval of the exclusive breastfeeding practice by the teenagers’ mothers and nurses/midwives’ capabilities to provide effective breastfeeding education were the strongest determinants of exclusive breastfeeding up to six months among teenage-mothers in Ghana. From these results, the researcher proposed an integrated behavioural conceptual model that provides an understanding of exclusive breastfeeding practice and the process of promoting exclusive breastfeeding among teenage-mothers in the social context of Ghana. The findings of this study have implications for public health policy-makers, health services managers, health sciences education and further research. / Health Studies / D. Lit. et Phil. (Health Studies)

With recent advances in technology, distance education has seen a move towards online and e-learning programmes and courses. However, many students in South Africa have limited access to computer technology and/or the Internet resources necessary for online learning. Worldwide trends have recently seen a growing emphasis on the use of mobile technology for learning purposes. High mobile penetration rates in South Africa means that mobile learning can potentially overcome many of the challenges associated with distanceand online learning. This research therefore aimed to explore adult distance education students’ mobile learning readiness in the South African context. Specifically, this study examined the influence of mobile learning self-efficacy, locus of control, subjective norm, perceived usefulness, perceived ease of use, perceived behavioural control and attitude towards mobile learning on students’ behavioural intention to adopt mobile learning. In order to test a model predicting students’ behavioural intention, the conceptual framework guiding the investigation combined the Technology Acceptance Model (TAM) and the Theory of the investigation combined the Technology Acceptance Model (TAM) and the Theory of Planned Behaviour (TPB) and extended the model to include locus of control and mobile learning self-efficacy. A sample of 1070 students from a private higher education institution in South Africa participated in this study. Data were collected using an online survey questionnaire. Multiple regression analysis indicated that perceived ease of use contributed most significantly to behavioural intention to adopt mobile learning, followed by attitude towards mobile learning, subjective norm, perceived usefulness, perceived behavioural control and locus of control. Mobile learning self-efficacy did not significantly influence behavioural intention to adopt mobile learning. Overall, the model accounted for 44.8% of the variance in behavioural intention to adopt mobile learning. Significant differences in age, gender, race and household income existed with regard to several of the psychological constructs hypothesised to influence behavioural intention to adopt mobile learning. 4 Structural equation modelling was used to examine the fit between the data and the proposed model. The chi square goodness for fit test and the RMSEA indicated poor fit between data and model. Considering the sensitivity of the chi square statistic for sample size and the negative influence of too many variables and relationships on the RMSEA, a variety of alternative fit indices that are less dependent on the sample size and distribution were used to examine model fit. The GFI, AGFI, NFI and CFI all exceeded their respective acceptable levels, indicating a good fit with the data. / Psychology / M.A. (Psychology)

Avitourism (birding) in South Africa, with remarkable birdlife, provides economic, social and conservation opportunities. Globally, bird species are decreasing rapidly due to environmental degradation and climate change. The dependence of avitourism on natural resources is undisputable, urging further research. Avitourism research is embryonic compared to higher-order tourism markets (i.e. naturebased) and under-researched in the southern hemisphere. Despite increased international scholarship, substantial knowledge gaps remain regarding strategies to enhance sustainable avitourism. Education, encouraging changes in environmental behaviour, is essential to solve environmental problems. The current day learners influence the future state of the natural environment and consequently the sustainability of avitourism in South Africa. The research therefore aimed to develop a literacy model for sustainable avitourism aimed at secondary school learners in Gauteng (South Africa). In phase 1 of the methodological procedure, mechanisms facilitating behavioural change towards nature were explored. A conceptual literacy framework for sustainable avitourism was developed in phase 2 (theoretical contribution). Phase 3, consisted empirical research. Multi-stage sampling was used to collect primary data by distributing questionnaires at 17 purposively selected secondary schools in Gauteng from July to October 2014. The data were obtained from n = 5 488 secondary school learners (aged 13–17). Descriptive statistics provided insight into ‘environmental and avitourism literacy’ of the learners. Exploratory- and confirmatory factor analyses (EFA; CFA) and structural equation modelling (SEM) were employed to test the conceptual literacy framework. Obtaining the primary objective, a literacy model for sustainable avitourism was developed and confirmed (empirical contribution). Critical paths were identified in the model to enhance the likelihood of behavioural change. The literacy model could be useful for environmental education and avitourism roleplayers, assisting in curriculum development and evaluation (practical contribution). This model could also be applied to other educational contexts, including art and music. Bird education teaches a love for birds and nature, leading to conservation and sustained birdlife, to ensure avitourism attractions in the future. The development of sustainable avitourism intervention programmes is suggested for further research. Longitudinal research could evaluate the effects of the intervention programmes.Ultimately, the learners of today are the responsible citizens and tourists of tomorrow. / Abstract in English, Sesotho and Afrikaans / Transport, Logistics and Tourism / D.Phil. (Management Studies)