An integrative framework for customer switching behavior

Mosavi, Seyed Mohammad; Sangari, Mohamad Sadegh; Keramati, Abbas

doi:10.1080/02642069.2018.1428955

Cited by 53 publications

(43 citation statements)

References 122 publications

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“…Customer experience is an important component of the overall product or service being purchased (Gopalani & Shick 2011). Its importance is also contributed to the role it plays in customer satisfaction and in turn the possibility of achieving competitive advantage (Mosavi, Sangari & Keramati 2018). A SST such as a chatbot, enables the customer to perform the service without any contact with service personnel, thus placing the responsibility on the customer by creating inseparability between the customer and the technology (Curran & Meuter 2005).…”

Section: Self-service Experiencementioning

confidence: 99%

Useful chatbot experience provides technological satisfaction: An emerging market perspective

Lubbe

Ngoma

2021

SA Journal of Information Management

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Background: Chatbots have revolutionised marketing and specifically customer services by delivering 24/7 customer care. This technology saves resources and time, whilst enhancing customer experience that has become a critical differentiating factor in an increasing competitive and hyperconnected landscape.Objectives: This research examined how perceived ease of use (PEOU), perceived playfulness (PP) and perceived usefulness (PU) of chatbots influence customer experience and how these experiences influence users’ satisfaction in an emerging market context.Method: A self-administered questionnaire was distributed to 333 South African millennials and subjected to exploratory factor analysis and multiple regression analysis to test the proposed hypotheses.Results: The results indicate that all the hypotheses suggested have been positive and significant. Whilst experience significantly predicted satisfaction, it is worth noting that PU was the strongest predictor of experience.Conclusion: Marketers should devote time, money and recourses in developing and incorporating self-service technologies, such as chatbots, that are useful for their marketing strategies that will enhance customer experience.

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Section: Self-service Experiencementioning

confidence: 99%

Useful chatbot experience provides technological satisfaction: An emerging market perspective

Lubbe

Ngoma

2021

SA Journal of Information Management

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“…Placement of loyalty as a mediating variable has been done by previous studies such as [35] that connect image and perceived quality to purchase intention. Mosavi et al (2018) link customer satisfaction and trust in switching intention. Dikcius et al (2019) linking satisfaction with behavioral loyalty, [38] linking brand equity, value equity, and relationship equity to WOM, [39] links social media marketing applications with purchase intentions.…”

Section: Figure 1 Research Modelmentioning

confidence: 99%

Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty

Zakiy¹,

Haryanto²

2021

Proceedings of the 4th International Conference on Sustainable Innovation 2020-Accounting and Management (ICoSIAMS 2020)

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The development of Sharia Banks in Indonesia was exceedingly rejoicing in the early years of the establishment of the first Sharia bank, Bank Mumalat Indonesia, in 1992. This development was followed by many conventional banks spinning off into Sharia Banks. However, lately, the development of Islamic Banks in Indonesia has been discouragement. This can be seen from the market share of Islamic banks that have relatively no increase from year to year. Seeing this condition, researchers are interested in conducting research on the loyalty and switching intention of Bank Muamalat Indonesia customers, who are the first and pioneer of Sharia Banks in Indonesia. The purpose of this study is to look at the effect of Bank Muamalat Indonesia's service quality and switching cost on customer intention switching with loyalty as a mediating variable that can explain this effect. This research was conducted on Bank Muamalat Indonesia customers with a total sample of 168 respondents taken through convenience sampling and using SEM AMOS as a data analysis tool. The results of this study indicate that service quality and switching costs have a positive effect on loyalty, and loyalty has a negative effect on switching intention. In addition, loyalty can also fully mediate the influence of service quality and switching costs on switching intentions

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“…Attitudinal loyalty focuses on the psychological expression of individuals including the intention to remain or recommend to other potential customers (Dick and Basu, 1994). Attitudinal loyalty refers to a customers' attitudinal tendency toward a brand, which is a function of psychological processes, such as intentions to spend or recommend without need to repeat purchase (Human and Naude, 2014;Mosavi et al, 2018). Attitudinal loyalty does not guarantee repurchasing behavior (Revilla-Camacho et al, 2017).…”

Section: Attitudinal Loyalty Intention Toward the Companymentioning

confidence: 99%

Unintended negative consequences of loyalty programs: endowed vs earned loyalty

Baker

Legendre

2020

JSM

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Purpose Loyalty programs are pervasive across service industries. However, the examination of cross-customer effects represents a critical gap in the loyalty literature. To address this gap, this research conducts two between-subjects experimental design studies to examine traditional versus endowed loyalty status earner attitudinal loyalty intention toward the company, switching intentions and perceived unfairness. Design/methodology/approach Study 1 conducts a 2 (self: earned vs endowed) × 2 (others: earned vs endowed) between-subjects experimental design on the direct effects of attitudinal loyalty intention toward the company and switching intentions. Study 2 builds upon these findings by examining the mediation effect of perceived unfairness on the attitudinal loyalty intention toward the company and switching intentions. Findings Results from Study 1 find that cross-customer comparisons exist, and traditional loyalty members have negative attitudinal loyalty intention toward the company and switching intentions when comparing their rewards to endowed earner rewards. Study 2 examines an airline context and finds that unfairness mediates the relationship. Originality/value The research builds upon the literature surrounding cross-customer comparisons, loyalty programs, equity theory and endowed status and discusses the unintended negative consequences related to endowed loyalty rewards on other customer intentions that have critical managerial implications.

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An integrative framework for customer switching behavior

Cited by 53 publications

References 122 publications

Useful chatbot experience provides technological satisfaction: An emerging market perspective

Useful chatbot experience provides technological satisfaction: An emerging market perspective

Linking of Service Quality and Switching Costs with Turnover Intentions: The Mediating Role of Customer Loyalty

Unintended negative consequences of loyalty programs: endowed vs earned loyalty

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