Journal articles: 'Channel switching intentions'

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Youn, Song-yi, Jung Eun Lee, and Jung Ha-Brookshire. "Fashion Consumers’ Channel Switching Behavior During the COVID-19: Protection Motivation Theory in the Extended Planned Behavior Framework." Clothing and Textiles Research Journal 39, no. 2 (January 28, 2021): 139–56. http://dx.doi.org/10.1177/0887302x20986521.

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The purpose of this study is to understand fashion consumers’ channel switching to online stores during the COVID-19. We proposed an extended theory of planned behavior by incorporating protection motivation theory. The results showed that consumer assessments of perceived severity and altruistic fear of COVID-19 and response efficacy and self-efficacy of channel switching increased their beliefs (i.e., attitude, perceived behavior control, subjective norm) and intentions to switch shopping channels to online. We also found that the age (young vs. old) moderated the effects of response efficacy and self-efficacy on perceived behavior control, perceived severity on subjective norm, perceived behavior control on channel switching intentions, and channel switching intention on actual switching behavior. The findings provide fashion retailers and the society with a better understanding about fashion consumers’ shopping channel switching under the pandemic.

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Cambra-Fierro, Jesús, Iguácel Melero-Polo, Lia Patrício, and F. Javier Sese. "Channel Habits and the Development of Successful Customer-Firm Relationships in Services." Journal of Service Research 23, no. 4 (April 6, 2020): 456–75. http://dx.doi.org/10.1177/1094670520916791.

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Technology advances have profoundly changed the way customers and service organizations interact, leading to a multitude of service channels. This study investigates consumer habits toward service channels in order to understand the influence of these channel habits on perceptions and intentions (perceived switching costs and attitudinal loyalty) and on consumer behavior (service usage and cross-buy). We empirically test the framework in the financial services industry, and the results reveal that physical store habit increases perceived switching costs and that acquired habits toward the physical store and self-service kiosks have a positive influence on attitudinal loyalty. Perceived switching costs positively affect service usage, and attitudinal loyalty positively influences cross-buy. In addition, habits in each channel lead to an increase in the number of services acquired (cross-buy), but online and self-service kiosks channel habits negatively impact service usage, as the lack of physical presence may increase customer uncertainty. Because habits are built on the frequency and stability of channel usage, firms can manage habits by encouraging frequent interactions under stable contexts. In addition, firms should stimulate customer habits toward the physical store as it is central to the promotion of loyalty and for increasing service usage.

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Jeon, So Young, and Hanjoo Yoo. "A Study on the Effects of Switching Barriers to Non-facing Channel on Switching Intentions in Car Insurance." Journal of Korea Service Management Society 21, no. 3 (September 30, 2020): 277–300. http://dx.doi.org/10.15706/jksms.2020.21.3.013.

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Singh, Jaywant, and Benedetta Crisafulli. "Managing online service recovery: procedures, justice and customer satisfaction." Journal of Service Theory and Practice 26, no. 6 (November 14, 2016): 764–87. http://dx.doi.org/10.1108/jstp-01-2015-0013.

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Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. The purpose of this paper is to investigate the impact of two online service recovery strategies – online information and technology-mediated communication – on customer satisfaction, switching and word of mouth intentions. Design/methodology/approach A scenario-based experiment is employed. Data are analysed using partial least squares structural equation modelling. Findings Online information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word of mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implications Further research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implications Service managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke e-mails, and virtual chat communications with genuine customer care. Originality/value Online information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

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Maggioni, Isabella, Sean James Sands, Carla Renee Ferraro, Jason Ian Pallant, Jessica Leigh Pallant, Lois Shedd, and Dewi Tojib. "Consumer cross-channel behaviour: is it always planned?" International Journal of Retail & Distribution Management 48, no. 12 (August 5, 2020): 1357–75. http://dx.doi.org/10.1108/ijrdm-03-2020-0103.

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PurposeFor consumers, cross-channel behaviour is increasingly prevalent. Such behaviour involves consumers actively engaging in (and deriving benefit) from one channel during a product search but switching to another channel when making a purchase. Drawing on multi-attribute utility theory, this study proposes a cross-channel behaviour typology consisting of three key aspects: channel choice behaviour, functional and economic outcomes and consumer-specific psychographic and demographic variables.Design/methodology/approachSegmentation analysis conducted via latent class analysis (LCA) was performed on a sample of 400 US consumers collected via an online survey.FindingsCross-channel behaviour is not always intentional. We identify a specific segment of consumers that most often engage in unplanned, rather than intentional, cross-channel switching. We find that of all shoppers that engage in cross-channel behaviour, a fifth (20%) are forced to switch channels at the point of purchase.Practical implicationsCross-channel behaviour can be mitigated by retailers via a deep understanding of the driving factors of different configurations of showrooming and webrooming.Originality/valueIn contrast with existing conceptualisations, this study suggests that cross-channel behaviour often stems from consumers being “forced” by factors outside of their control, but within the retailers' control. This research presents a nuanced approach to decompose consumer cross-channel behaviour from the consumer perspective as planned, forced or opportunistic.

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Sombultawee, Kedwadee. "Mobile Commerce Switching Intentions in Thai Consumers." Mediterranean Journal of Social Sciences 8, no. 6 (November 27, 2017): 123–34. http://dx.doi.org/10.1515/mjss-2017-0049.

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AbstractThis research applies an extended Unified Theory of Adoption and Use of Technology (UTAUT) model to consumer intentions to switch from other retail channels to mobile commerce in Thailand. Mobile commerce is a rapidly growing segment of the consumer market, but remains in an early stage of adoption in many markets. A survey of Thai consumers (n = 458) was conducted online and analyzed using a structural equation modeling (SEM) approach. Findings showed that the extended UTAUT model, which included online social support and convenience, significantly explained the consumer decision to engage in mobile commerce. However, direct incentives (discounts and referral codes) were not significant. The implication of these findings is that mobile commerce providers need to focus on building social support for the technology itself, rather than relying on marketing tools like discounts or referral codes if they want to shift sales away from other retail channels.

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Shankar, Amit, Rambalak Yadav, Manish Gupta, and Charles Jebarajakirthy. "How Does Online Engagement Drive Consumers' Webrooming Intention?" Journal of Global Information Management 29, no. 6 (November 2021): 1–25. http://dx.doi.org/10.4018/jgim.20211101.oa19.

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Based on the cognitive-motivational-relational (CMR) theory, this study empirically investigates the mechanisms through which consumers' online engagement impacts their channel switching intention. The present study examines the mediating effects of perceived value and the ways in which these mediating effects are moderated by online risk perception. Data were collected from 428 online Indian consumers using systematic random sampling. The results of the structural and process macro analyses indicated that consumer online engagement has a significant impact on consumer online search benefits which in turn leads to webrooming intention. Also, perceived value mediated the effects of online search benefits and offline purchase benefits on webrooming intention. The results advance the theory of CMR by explaining consumer channel switching behaviour and are expected to help multi-channel retailers to identify the key drivers that help engage consumers online.

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Shankar, Amit. "How does convenience drive consumers' webrooming intention?" International Journal of Bank Marketing 39, no. 2 (January 14, 2021): 312–36. http://dx.doi.org/10.1108/ijbm-03-2020-0143.

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PurposeThe aim of this study is to evaluate the impact of convenience on banking consumers' webrooming intention. To fulfil this objective, this study empirically investigates how convenience impacts consumers' webrooming intention, using a comprehensive moderated–mediation framework. The study investigates the mediating effects of perceived hedonic values and perceived utilitarian values and how these mediating effects are moderated by consumers' perceived security concerns.Design/methodology/approachData were collected using a questionnaire-based offline survey from 534 banking users in India, using systematic sampling. The covariance-based structural equation modelling and PROCESS macro were used to examine the hypotheses.FindingsThe results indicated that access convenience, search convenience, benefit convenience and post-benefit convenience have a crucial impact on consumers' webrooming intention. The perceived hedonic values and perceived utilitarian values mediate the effects of convenience dimensions on webrooming intention, and mediation effects varied between high and low levels of consumers' perceived security concern.Research limitations/implicationsThis study was conducted in India using cross-sectional data. The proposed model can be replicated in other countries using longitudinal data for generalising the findings.Practical implicationsThe study's findings will help banks identify how to enhance convenience to manage channel-switching behaviour.Originality/value“Webrooming”, a key channel-switching concern in a multichannel banking context is investigated by examining the impact of convenience dimensions.

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Tussa'diah, Halimah, Eka Anggaini, and Selamat Husni Hasibuan. "CODE SWITCHING UTTERANCES OF PUBLIC FIGURES’ VLOG IN YOUTUBE CHANNEL." PROJECT (Professional Journal of English Education) 4, no. 3 (May 11, 2021): 513. http://dx.doi.org/10.22460/project.v4i3.p513-520.

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This research dealt with the analysis of Code-Switching Utterances of Public Figures’ Vlog In YouTube Channel. The objectives were to determine code-switching and the types of code-switching used by the public figures and the guests. The researcher focused on the application of Intra- sentential (74 cases), Inter-sentential (85 cases) and Extra/Tag code-switching (26 cases). A descriptive qualitative method was taken to analyze the data from four videos on YouTube published in March 2019 until November 2019. The finding showed that public figures and the guests used code-switching, which included 185 cases. There were seven reasons of public figures switched the language; 75 data of talking about a particular topic, 2 data of quoting somebody else, 1 data of being emphatic about something, 13 data of interjection (inserting sentence filler or sentence connector), 27 data of repetition of clarification, 63 data of intention for clarifying the speech content for the interlocutor, and 4 data of expressing group identity.

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Kim, Do Yeon, and Ho Jung Choo. "The Effects of Department Store Customers' Satisfaction and Commitment on Relationship Switching Intention and Multi-channel Use Intention." Fashion & Textile Research Journal 15, no. 5 (October 31, 2013): 753–62. http://dx.doi.org/10.5805/sfti.2013.15.5.753.

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Madahi, Abdolrazagh, and Inda Sukati. "An Empirical Study of Malaysian Consumers’ Channel-switching Intention: Using theory of Planned Behaviour." Global Business Review 17, no. 3 (May 22, 2016): 489–523. http://dx.doi.org/10.1177/0972150916630447.

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Weiss, Allen M., and Erin Anderson. "Converting from Independent to Employee Salesforces: The Role of Perceived Switching Costs." Journal of Marketing Research 29, no. 1 (February 1992): 101–15. http://dx.doi.org/10.1177/002224379202900109.

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A study was conducted to understand when and why manufacturers might convert from an independent salesforce to a direct salesforce. On the basis of hypotheses developed from channel distribution theory and ecological theory of organizational change, the authors estimate a model of a firm's intention to “go direct” with survey data from 243 manufacturers currently using manufacturers’ representatives. Results indicate considerable inertia in the manufacturer/agent relationship and suggest some reasons for the stability of those arrangements.

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LI YINNAN, Shin Geon Cheol, and 이영우. "The Effects of Channel Choice Attribute Factors on Consumer Purchase Intention for Sharing Economy Services: Focusing on the Moderating Effect of Switching Barriers." Journal of Product Research 35, no. 4 (August 2017): 65–75. http://dx.doi.org/10.36345/kacst.2017.35.4.007.

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Dadzie, Kofi Q., Charlene A. Dadzie, and Alvin J. Williams. "Trust and duration of buyer-seller relationship in emerging markets." Journal of Business & Industrial Marketing 33, no. 1 (February 5, 2018): 134–44. http://dx.doi.org/10.1108/jbim-04-2017-0090.

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Purpose This study aims to examine how various components of interpersonal trust (affective and cognitive) influence the duration of buyer-seller relationships in the emerging market (EM) context of a heterogeneous market structure dominated by small, fragmented sellers/suppliers. Design/methodology/approach The study proposes a hazard model for analyzing duration effects of interpersonal trust in the EM context. The model was validated using data on buying agents provided by 340 cocoa sellers/producers in Ghana, gathered from extensive field interviews. Findings Results of the survival analysis reveal a limited but significant positive duration effect of cognitive (ability) trust only. Further analysis of sellers’ duration intentions (intention to remain with a buyer) also reveals a positive impact of affective trust but no impact of cognitive (ability and integrity) trust. Cocoa bean sellers’ evaluation of buying firms’ purchasing agents suggests that buying firms underperform on emotional/affective components of interpersonal trust, and that private firms outperform state buying agents on ability trust as well. Research limitations/implications While this study focused on the fragmented nature of sellers in the EM context, and the scope was limited to the sellers’ interpersonal trust perception of the buyer-seller, future research should examine both buyer and seller perceptions to obtain complete insight into the buyer-seller dyad in the EM context. In addition, the results of the duration effects identified in this study may not be generalizable to other EM export commodities, where channels have long been fully privatized. Ghana’s cocoa export marketing system was only recently privatized, and potentially has more sellers at the risk of adopting/switching relationships with their buyers than would be expected in more privatized expert commodity marketing systems. Practical implications Managers of export commodity buying firms in EMs can take advantage of the positive duration effects of cognitive trust by constantly improving the capabilities of their purchasing agents throughout the lifetime of their suppliers to sustain their relationship. However, sellers’ intention to switch can be mitigated by formalizing policies that encourage emotional bonds with sellers, especially small-scale producers in highly vulnerable bargaining positions. The aggregate output of small-scale producers could be of strategic importance in the future. Originality/value Managers need systematic empirical evidence of the nature of duration effects of interpersonal trust given anecdotal evidence suggesting that managers have a tendency to emphasize cognitive trust over affective/emotional trust. Further, the applicability of such evidence in the EM context is critical given unique conditions such as highly fragmented sellers dealing with relatively large corporations.

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Jeon, Hyeon Gyu, and Kun Chang Lee. "Empirical Analysis Approach to Investigating how Consumer's Continuance Intention to Use Online Store is Influenced by Uncertainty, Switching Cost, Offline Trust, and Individual Negative Emotion: Emphasis on Offline-Online Multi-Channels." Journal of the Korea Contents Association 16, no. 5 (May 28, 2016): 428–39. http://dx.doi.org/10.5392/jkca.2016.16.05.428.

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Kļavinska, Antra. "LATGALIAN JOKES: EXPRESSIONS OF LINGUISTIC CONTACTS." Via Latgalica, no. 4 (December 31, 2012): 25. http://dx.doi.org/10.17770/latg2012.4.1687.

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The research interest of the author of the article in the ethnosis living in Latgale, intercultural communication is related to the compilation of the entries for „Latgalian Linguo-Territorial Dictionary” with ESF project „Linguo-Cultural and Socio-Economic Aspects of Territorial Identity in the Development of the Region of Latgale” (Nr. 2009/0227/1DP/1.1.1.2.0/09/APIA/VIAA/071). The tasks of this research: 1) to prepare a review about the frequency of linguistic contacts and themes for conversations in jokes; 2) to determine the linguistic attitude of the addressee and the sender; 3) to trace linguistic processes in the event of intercultural communication.The theoretical background of the research is based on the speech act in theory (J. Searle), highlighting the impact of social and historical factors on the speech act (D. Hymes). In order to describe the results of linguistic contacts linguistic, social and historical factors shall be taken into consideration. Jokes (131 unit in total) have been selected according to the following components of the speech act: form of message – dialogue; sender and addressee – Latvians and non-ethnic Latvians (Russians, Poles, Jews, Gypsies, etc.) of Latgale and representatives of other regions; communication channel – oral and written communication; code – patois, dialect, language; theme – daily life, culture, religion, politics etc.; situation – Latgale of 20th century (episodically – Latvia, Russia, Germany, USA, Lithuania).The analysis of the expressions of language contacts in the texts of jokes lets conclude how intensive the mutual contacts of various languages and their users were in Latgale in the 20th century: if in the first half of the century the linguistic contacts were extremely diverse (interaction of Latgalian Latvians, Russians, Jews, Gypsies, Polish), then in the second half of the century mostly the linguistic contacts of Latvian (Latgalian) and Russian speaking population were domineering under the impact of the russification policy.The result of linguistic contacts are: 1) a tolerant attitude towards other languages and their users is typical for a Latgalian (character of jokes), but he/she has a negative position to an strange language (Latvian, Russian) as an expression of enforced power; 2) in the communication process one can observe intentional of code-switching and unintentional of code-mixing (basis of the comic: interlinguistic homonyms, homoforms); 3) linguistic interference: phonetic, lexical and grammatical borrowings (from Latvian, Russian, English); 4) foreign language skills (in the beginning of 20th century the modest foreigner language skills led to more frequent misunderstandings).The achievement of the aim put forward, result is a significant component of the speech act. The analyzed material of jokes proves that in many communicative situations this aim is not reached due to the weak communicative competence of the addressee and addresser (lack of awareness, understanding and recognition of the linguistic and cultural features of the representative of another ethos). Therefore, a conversation takes place, but an intercultural dialogue is not formed. Under current complex economic, political and linguistic situation in Latvia these are significant reasons for splitting of the society.

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Haridasan, Anu C., Angeline G. Fernando, and Saju Balakrishnan. "Investigation of consumers' cross‐channel switching intentions: A push‐pull‐mooring approach." Journal of Consumer Behaviour, January 5, 2021. http://dx.doi.org/10.1002/cb.1918.

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"How does Online Engagement Drive Consumers’ Webrooming Intention?" Journal of Global Information Management 29, no. 6 (November 2021): 0. http://dx.doi.org/10.4018/jgim.20211101oa20.

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Based on the cognitive-motivational-relational (CMR) theory, this study empirically investigates the mechanisms through which consumers' online engagement impacts their channel switching intention. The present study examines the mediating effects of perceived value and the ways in which these mediating effects are moderated by online risk perception. Data were collected from 428 online Indian consumers using systematic random sampling. The results of the structural and process macro analyses indicated that consumer online engagement has a significant impact on consumer online search benefits which in turn leads to webrooming intention. Also, perceived value mediated the effects of online search benefits and offline purchase benefits on webrooming intention. The results advance the theory of CMR by explaining consumer channel switching behaviour and are expected to help multi-channel retailers to identify the key drivers that help engage consumers online.

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Journal articles on the topic 'Channel switching intentions'

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