What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

Zoran Kalinić is Associate Professor at the Faculty of Economics, University of Kragujevac, Serbia and holds PhD degree in Mobile Information Systems Design from the Faculty of Engineering, University of Kragujevac. He has been involved in several research projects related to information systems and software design. Also, he has taught as guest Lecturer at Cracow University of Economics, Poland and University of Maribor, Slovenia. Zoran Kalinić is author/co-author of more than 70 scientific papers and monograph chapters. His current research interests include mobile and e-commerce, mobile and e-business and the application of artificial intelligence techniques in economics and finance.

Veljko Marinković is Associate Professor of Marketing Research and Consumer Behavior at the Faculty of Economics, University of Kragujevac, Serbia. He holds PhD in Business Management from the Faculty of Economics, University of Belgrade, Serbia. He is a member of the Supervisory Board of the Serbian Marketing Association (SeMA). He has authored a number of articles in the leading International Journals (International Journal of Information Management, Technological Forecasting & Social Change, Online Information Review, International Journal of Tourism Research, Total Quality Management and Business Excellence, International Journal of Consumer Studies). His major interests are related to customer satisfaction and loyalty, service quality and mobile marketing.

Aleksandar Djordjevic is Associate Professor at the Faculty of Economics in Belgrade, teaching courses at the Department of Business Economics and Management. He received his PhD degree from the Faculty of Economics in Belgrade. He published numerous scientific papers both in international and national scientific journals, two scientific monographs and took part in a number of scientific and professional conferences in the country and abroad. He participated in preparation of a number of development projects for the Government of the Republic of Serbia and provided consulting services to several leading companies in Serbia. His areas of interest are as follows: marketing and management focused on the consumers, marketing and management in tourism, strategic marketing.

Francisco Liébana-Cabanillas is Assistant Professor and Director of the Marketing and Market Research Department at the University of Granada (Spain) since 2000 and hold PhD Business Sciences in this university. He has a degree in Business and Administration Science and a Master in Marketing and Consumer behavior, from the University of Granada. His main areas of research and interest are the effectiveness of the mobile and online banking, internet consumer behavior and e-banking acceptance. He is currently working on different research projects in internet social networks, mobile payment, social commerce, internet and effectiveness, multi-objective optimization and new technologies acceptance.