The effects of non-fungible token platform affordances on customer loyalty: A Buyer–Creator duality perspective

Crystal T. Lee, Yung Cheng Shen*, Zimo Li, Hong Hao Xie

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)

Abstract

Prior academic research on non-fungible tokens (NFTs), an application of blockchain technology in the metaverse environment, has focused primarily on the market demand side (i.e., buyers), with limited attention given to the supply side (i.e., creators). To address this gap, we seek to understand creators' and buyers’ perceptions of platform affordances that can aid NFT platforms in developing functions that address the needs and expectations of both parties. To do this, we draw on affordance theory and psychological contract theory and use a mixed-methods approach consisting of text mining, structural equation modeling, and importance-performance map analysis. The results show that platform affordances (transaction, aesthetics, status, and user interface affordance) facilitate the creation of psychological contracts, which in turn promotes customer loyalty. Moreover, the relationships identified differ between creators and buyers. Overall, these results point to the value of using a user-centric human–computer interaction perspective to study emerging blockchain-based systems. They can inform design principles and guidelines for NFT platforms to effectively support creator–buyer interactions, transactions, and relationships through enhanced affordances and user-centric experience. This study advances knowledge of design in the nascent NFT domain relevant to the cross-disciplinary human–computer interaction community.

Original languageEnglish
Article number108013
JournalComputers in Human Behavior
Volume151
DOIs
Publication statusPublished - 2024 Feb

Keywords

  • Blockchain
  • Customer loyalty
  • Metaverse
  • Non-fungible tokens (NFTs)
  • Platform affordances
  • Psychological contract

ASJC Scopus subject areas

  • Arts and Humanities (miscellaneous)
  • Human-Computer Interaction
  • General Psychology

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