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1 – 10 of over 2000Cong Zhao, Abu Hanifa Md. Noman and Mohammad Zoynul Abedin
As opposed to conventional promotional methods, Word-of-Mouth (WOM) communication, especially when negative, significantly shapes customers’ repurchase decisions and preferences…
Abstract
Purpose
As opposed to conventional promotional methods, Word-of-Mouth (WOM) communication, especially when negative, significantly shapes customers’ repurchase decisions and preferences. Therefore, this study aims to examine the interplay between negative WOM and bank service failures, with a focus on the mediating role of customer switching intentions and the moderating role of switching costs in this relationship.
Design/methodology/approach
Using an online semi-structured questionnaire survey, a dataset comprising 411 responses was gathered from retail bank customers in China. This dataset was subsequently analyzed using SPSS PROCESS.
Findings
Consistent with the social exchange theory, our study revealed a significant relationship between service failure and both bank customers’ intention to switch and negative WOM communication. Additionally, we observed that switching intentions significantly influence negative WOM communications, acting as a mediator between service failures and negative WOM. Furthermore, our findings indicated that switching costs moderate the direct effect of service failures on negative WOM and moderate the indirect effect of service failures on negative WOM through switching intentions.
Research limitations/implications
This study provides significant policy implications aimed at minimizing bank service failures and subsequent negative WOM communications among bank customers.
Originality/value
This study empirically investigates the role of service failures in promoting negative WOM communication, demonstrating a partial mediation effect of switching intentions in this relationship. Moreover, the study highlights that switching costs moderate service failures’ impact on customers’ switching intentions.
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Using surveys of Amazon and Tmall Global users, this paper aims to empirically investigate the issue of platform technological selection. We explore the impact of switching costs…
Abstract
Purpose
Using surveys of Amazon and Tmall Global users, this paper aims to empirically investigate the issue of platform technological selection. We explore the impact of switching costs on users’ intentions to use an app-enabled cross-border e-commerce (CBEC) platform based on an extended technology acceptance model (TAM). The results suggest that the higher the switching cost of a platform is, the greater the users’ satisfaction and intention to use this platform. Therefore, for the platform, a moderate switching cost will be beneficial for retaining users.
Design/methodology/approach
Based on the TAM, this paper takes the switching costs as the starting point and focuses on exploring the relationships among switching costs, perceived usefulness, perceived ease of use, perceived reliability, satisfaction and intention to use. Online surveys of users of Amazon and Tmall Global are adopted as the main instruments of this research. We collected a total of 408 valid responses from Amazon users and 490 from Tmall Global users. For the data analysis, this study conducts frequency analysis, a test analysis of the reliability and validity of the measures, correlation analysis, and path analysis using a structural equation model.
Findings
The results show that switching costs positively affect the users’ satisfaction and intentions to use a CBEC platform through perceived usefulness, perceived ease of use and perceived reliability.
Research limitations/implications
The questionnaire respondents were predominantly Chinese due to the constraints of the survey conditions. In fact, China has a high penetration rate in CBEC, and Chinese users have rich experience using the Amazon and Tmall Global platforms.
Practical implications
The development of CBEC has ups and downs, and users frequently switch platforms. Considering how platforms can stand out from the crowd and retain users, we believe that a moderate increase in the switching cost of the platform is helpful for companies to address these problems, and the implications of the results are particularly valid for decision-makers of CBEC platforms and companies.
Social implications
Amazon and Tmall Global are the two largest CBEC platforms in the world. Using these two companies as examples for comparison can effectively identify the differences between the platforms and the conclusions are representative. We suggest that platforms can improve user satisfaction and willingness to use by establishing VIP communities, issuing coupons, providing shipping services as well as convenient after-sale complaint channels, and improving the platform’s easy-to-use interface, as ways to further enable the platform to retain more users and stand out in fierce competition.
Originality/value
This paper addresses an interesting and practical issue related to the effects of introducing switching costs in an extended TAM applied to CBEC platforms.
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Mikihiro Sato, Tomo Tokuyama, Shohgo Motoyama, Lance Warwick and Junko Deguchi
Drawing upon a push-pull-mooring model and the literature on behavioral loyalty, this research aims to examine the underlying factors and mechanisms that influence switching…
Abstract
Purpose
Drawing upon a push-pull-mooring model and the literature on behavioral loyalty, this research aims to examine the underlying factors and mechanisms that influence switching intention in the context of professional sport in Japan.
Design/methodology/approach
Using a two-wave survey design (pregame and postgame surveys), we collected data from 367 fans of a professional soccer team in Japan. Our data included three push factors (quality, satisfaction, and perceived value of the current favorite team), a pull factor (alternative team attractiveness), a mooring factor (team identification), and behavioral loyalty and switching intention to the alternative team. We used structural equation modeling to test our hypotheses.
Findings
A mediation analysis revealed that perceived value of an individual’s current favorite team was negatively associated with behavioral loyalty to an alternative team, whereas attractiveness of the alternative team was positively associated with behavioral loyalty, which, in turn, resulted in fans’ switching intention. Latent moderated structural equation modeling further revealed the negative moderating effect of team identification with the current team on the relationship between behavioral loyalty and switching intention.
Originality/value
The findings provide new evidence about the role of behavioral loyalty in understanding sport consumers’ switching intention and highlight the importance of team identification that can foster a sustainable and long-term relationship between fans and their favorite sport teams.
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Airline self-service technology (SST) has attracted attention from both the academic and aviation sectors. As the use of SST can reduce airlines’ operating costs, investigating…
Abstract
Purpose
Airline self-service technology (SST) has attracted attention from both the academic and aviation sectors. As the use of SST can reduce airlines’ operating costs, investigating SST usage at airports is particularly important for the aviation sector. The extant literature has explored users’ SST usage intention, but users’ switching intentions from traditional manual counter services to SST is still limited. Therefore, to address this issue, we used the push–pull–mooring (PPM) theoretical framework to develop a research model to explore user switching intention.
Design/methodology/approach
We utilized a mixed-methods approach. A qualitative approach (i.e., semistructured interviews) was first employed to recognize and choose the candidate factors. Then, we collected 450 valid responses through an online survey to test the model. The partial least squares method was used for data analysis.
Findings
We found that several push (perceived dissatisfaction and perceived inconvenience), pull (perceived ease of use, perceived usefulness and service process fit), and mooring (personal innovativeness and inertia) factors significantly influence switching intention. Additionally, mooring factors exert contextual effects on the relationships between push and switching intentions and between pull factors and switching intentions.
Originality/value
This study contributes to the literature by further increasing our understanding of user switching intentions regarding SSTs from the PPM perspective and offering guidance for the aviation sector to attract and retain customers.
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Prior research on user-generated content (UGC) contributions has primarily focused on self-centered or other-centered motives, paying limited attention to the concept of…
Abstract
Purpose
Prior research on user-generated content (UGC) contributions has primarily focused on self-centered or other-centered motives, paying limited attention to the concept of enlightened self-interest, in which both motives coexist in a single organism. Additionally, the factors influencing enlightened self-interest and their effects in different circumstances are yet to be explored. Drawing on theoretical lenses rooted in the switching barriers perspective and stimulus–organism–response framework, this study posits that dedication-based switching barriers (community–member relationship quality, member–member relationship quality, and content attractiveness) positively relate to enlightened self-interest, whereas constraint-based switching barriers (switching costs) moderate the relationship between dedication-based switching barriers and enlightened self-interest in social media communities (SMCs). Members' enlightened self-interest in turn influences both the creation and co-creation of UGC.
Design/methodology/approach
This study comprised two quantitative studies: an online survey-based study (Study 1) and an online scenario-based experiment (Study 2). Study 1 surveyed 613 respondents, while Study 2 included 749 participants. Both studies employed structural equation modeling and bootstrapping techniques for analysis.
Findings
The findings indicate that dedication-based switching barriers positively affect users' enlightened self-interest, which in turn is positively associated with UGC creation and co-creation. Switching costs moderate the relationship between relationship quality (community–member and member–member) and enlightened self-interest.
Originality/value
This study complements the current understanding of how the association between dedication- and constraint-based switching barriers and users' enlightened self-interests influence user-generated contributions.
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Nur Raudhatul Jannah Mohd Shelahudin, Abdul Hafaz Ngah, Samar Rahi, Serge Gabarre, Safiek Mokhlis and Jassim Ahmad Al-Gasawneh
The purpose of this paper is to extend the Push-Pull-Mooring (PPM) theory to identify the factors influencing Muslim customers’ switching intention to halal-certified cosmetics.
Abstract
Purpose
The purpose of this paper is to extend the Push-Pull-Mooring (PPM) theory to identify the factors influencing Muslim customers’ switching intention to halal-certified cosmetics.
Design/methodology/approach
A snowballing sampling method was used to distribute an online questionnaire via social media platforms. Of 403 questionnaires, only 363 were usable. SmartPLS 4 was used to analyse the data using a structural equation modelling approach.
Findings
The findings of this paper confirmed that social influence and scepticism have a positive effect on the switching intention to halal cosmetics. However, compatibility with current cosmetic products has a negative effect on the switching intention to halal cosmetics. On the other hand, negative side effects and negative past experiences have a positive effect on scepticism. Scepticism was also found to mediate the relationship between negative side effects and negative past experiences toward the switching intention to halal cosmetics.
Practical implications
The findings of this study primarily benefit cosmetics manufacturers, whether halal-certified or otherwise.
Originality/value
This study extends the PPM theory with negative side effects and negative past experiences. Moreover, this study also introduces new relationships and untested relationships between scepticism and switching intention. This study shows the mediating effects of scepticism on the relationship between negative side effects and negative past experiences toward switching intention.
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Hilda Monoarfa, Rumaisah Azizah Al Adawiyah, Widya Prananta, Andi Mohammad Sadat and Disya Allifah Vakhroh
This study aims to see the variables of customer satisfaction level, attractiveness of alternatives, subjective norms and level of religiosity of conventional bank customers in…
Abstract
Purpose
This study aims to see the variables of customer satisfaction level, attractiveness of alternatives, subjective norms and level of religiosity of conventional bank customers in West Java and their effect on switching intentions.
Design/methodology/approach
A causality description technique with a quantitative approach is used in this research. The analytical technique used is partial least square-structural equation modeling with a sample of 320 respondents from conventional bank customers in West Java.
Findings
The results revealed that the level of customer satisfaction and subjective norms were in the medium category, whereas the level of alternative attractiveness, religiosity and switching intentions was in high level. The level of customer satisfaction harms switching intentions, whereas the level of alternative attractiveness and religiosity variables have a positive effect on switching intentions. In contrast, the subjective norm variable does not affect switching intentions. Therefore, customer satisfaction, the attractiveness of alternatives and religiosity are essential points to cause someone to have the intention to switch.
Practical implications
For stakeholders, especially the government or the Islamic banking industry, to improve the climate of the Islamic finance industry in Indonesia, in particular, to increase knowledge and insight from the public regarding the intention to switch conventional bank customers to Islamic banks.
Originality/value
The use of the religiosity variable as an independent variable on switching intentions is still rarely done. Hence, the authors combine this variable with customer satisfaction, alternative attractiveness and subjective norms. The update in this study also places conventional bank customers included in the millennial generation and generation Z categories who live in the province of West Java as research subjects.
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Junsung Park, Joon Woo Yoo, Youngju Cho and Heejun Park
This study aims to understand the reasons for individuals switching from traditional banks to Internet-only banks and examine how switching intentions differ between Generation X…
Abstract
Purpose
This study aims to understand the reasons for individuals switching from traditional banks to Internet-only banks and examine how switching intentions differ between Generation X and Generation Z. Notably, Generation Z, being digital natives, exhibits distinct characteristics compared to Generation X, who often referred to as digital immigrants. Given the technology-driven nature of Internet-only banks, a multi-group analysis between these two generations was conducted.
Design/methodology/approach
This study utilizes Bansal’s push–pull–mooring model as a framework to analyze switching intention. The study collected survey data from 383 Korean participants, consisting of 198 participants from Generation Z and 185 participants from Generation X.
Findings
The findings indicate that low satisfaction and discomfort are factors that push people to leave traditional banks. Specifically, Generation Z shows a significantly higher inclination to leave traditional banks due to discomfort. On the other hand, relative advantage, compatibility, observability and trialability are factors that pull people to switch to Internet-only banks. Generation X is more likely to consider adopting Internet-only banks when compatibility is high and complexity is low.
Originality/value
This study is the first to explore unique motivators for Generation Z, such as their discomfort with interpersonal interactions in the retail banking sector. These findings challenge earlier research emphasizing human interaction’s importance in technology adoption, offering insights into their future adoption of contactless services.
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Angela Danielle Carter and Stephanie Sisco
This case study, within the context of boundaryless and protean career development frameworks, investigates linguistic profiling and how code-switching is used to mitigate its…
Abstract
Purpose
This case study, within the context of boundaryless and protean career development frameworks, investigates linguistic profiling and how code-switching is used to mitigate its impact on Black leaders during their careers. The experiences of Black women coaches and the coaching support they offered Black women clients in code-switching, leadership and career advancement are described. The value of leadership coaching when used to navigate these career progression challenges is emphasized.
Design/methodology/approach
The study employed a multiple-case study approach of two Black women leadership coaches.
Findings
The findings of this study illustrate the understanding of code-switching and the coaching techniques employed by two Black women leadership coaches. Sage focused on educational strategies, offering historical contexts and resources, while Khadijah leaned on empathy-driven methods, using storytelling to evoke reflection. Both coaches emphasized creating safe spaces for open dialog, encouraged clients to reconsider their actions and values regarding code-switching challenges and sought to prompt clients towards authenticity while navigating career spaces effectively.
Practical implications
Additional strategies for coach practitioners include cultivating trust and a safe environment; active listening; challenging biases and assumptions; contextual understanding; empowering authentic self-expression; fostering skill development; challenging stereotypes; promoting autonomy and flexibility and adopting cross-cultural sensitivity, humility and competence. These practical coaching strategies bridge the gap in career development research by demonstrating how race-conscious strategies can promote workplace inclusivity and promulgate career development.
Originality/value
The study underscores the problem of linguistic profiling, the complexity of code-switching and implications for Black women navigating their career journey within professional spaces. It highlights the significance and value of tailored leadership coaching strategies to promote career advancement. This study addresses the gap in career development research related to linguistic profiling avoidance strategies for workplace inclusivity.
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Marcos Fernández-Gutiérrez and John Ashton
This paper examines the relationships between bank switching and both customer vulnerability and consumer-oriented policies (financial education and disclosure practices).
Abstract
Purpose
This paper examines the relationships between bank switching and both customer vulnerability and consumer-oriented policies (financial education and disclosure practices).
Design/methodology/approach
The analysis employs microdata from the Special Eurobarometer on Financial Products and Services, for 24 European nations. It carries out a probit estimation on the factors explaining propensity of bank switching, focusing on three characteristics associated with customer vulnerability: an advanced age, low educational attainment and residence in a rural or a relatively poor region.
Findings
The authors report that the probability of bank switching is significantly lower for three groups of vulnerable customers: the elderly, the less educated and those living in deprived regions. Further the authors identify that national financial education policies and disclosure practices have no significant effects on bank switching.
Research limitations/implications
Based on these results, the authors propose more targeted policies recognising customers' heterogeneity are required to increase bank switching behaviour.
Originality/value
This paper exploits a unique source of information on bank switching behaviour and customer characteristics across European nations. These data are complemented with information about consumer financial education policies and disclosure practices from the World Bank and geographical, market and regulatory factors at the regional and national levels. The paper contributes to two academic areas. First, it presents further evidence on heterogeneity of bank customer switching behaviour, addressed at improving the understanding of customer vulnerability in banking services. Second, it examines the efficacy of consumer-oriented policies (financial literacy and disclosure practices) in encouraging bank switching.
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