companies. One the contrary, if ICTs’ service
innovation cannot be recognized or be
necessary, the customers’ subjective feelings
and emotions toward the companies will not
largely change or even change negatively
(Wang and Liu, 2010). For example, BMW
and other car manufacturers provide mobile
car configurators to visualize certain car
models in 3-D. Compared with other forms
of advertising, branded apps, representing a
new possibility for enhancing brand images
and service satisfaction (Bellman, et al.,
2011), are recognized as “useful.” As Andrews
and Kim (2007) concluded that the
brand is “known for a sub-par quality
reputation stands to benefit more from
innovations than the brand with the
established reputation of superior quality.”