Consumer loyalty toward smartphone brands: The determining roles of deliberate inertia and cognitive lock-in

Shi, Xinping; Lin, Zhibin; Liu, Jonathan; Hui, Yan

doi:10.1016/j.im.2018.03.013

Cited by 45 publications

(39 citation statements)

References 86 publications

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“…Customers in online environments are more affected by their satisfaction with the experience due to the “cognitive lock‐in” effect (Shankar et al, 2003 ). This makes them more satisfaction‐sensitive to a range of factors, including product or service choice (Campo & Breugelmans, 2015 ; Degeratu et al, 2000 ), transaction costs (Chintagunta et al, 2012 ; Shi et al, 2018 ; Shih, 2012 ), intangible elements of shopping experiences and consequences (Laroche et al, 2005 ), and price dispersion of shopping experiences (Zhuang et al, 2018 ).…”

Section: Theoretical Underpinningmentioning

confidence: 99%

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Ozuem

Ranfagni

Willis

et al. 2021

Psychology and Marketing

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While the debate on online service failure and recovery strategies has been given considerable attention in the marketing and information systems literature, the evolving Covid‐19 pandemic has brought about new challenges both theoretically and empirically in the consumption landscape. To fully understand customers' responses to service failure during a crisis we asked 70 millennials from three European Countries—Italy, France, and the UK—to describe their responses to service failure during the Covid‐19 pandemic (30 completed a 4‐week diary and 40 completed a 4‐week qualitative survey). Drawing on phenomenological, constructivist, and hermeneutical approaches, and utilizing an actor–network theory perspective, the current study proposes a new framework for understanding customers' responses to online service failure and recovery strategies during the Covid‐19 pandemic. Conclusions highlight implications for theory, policy, and management practice through extending comprehensions of service failure recovery processes by examining how marketing policies generate different social impacts during a crisis situation which facilitate the achievement of customer satisfaction and positive outcomes.

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Section: Theoretical Underpinningmentioning

confidence: 99%

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Ozuem

Ranfagni

Willis

et al. 2021

Psychology and Marketing

View full text Add to dashboard Cite

show abstract

“…This influence has been mainly tested in the relationship that consumers establish with brands, demonstrating the significant effect of commitment on purchase, continuance intentions, WOM and eWOM intentions (Albert et al, 2013; Aro et al, 2018; Iglesias et al, 2011). Applying an analogous argumentation, some studies demonstrate the importance of the consumer's commitment to build loyalty to technological services, such as online communities, smartphone applications and microblogs, among others (Hsieh & Hsieh, 2013; Kuo & Feng, 2013; Shi et al, 2018; T. Zhang et al, 2018).…”

Section: Organism: Relationships Between Feelings Of Love For Svasmentioning

confidence: 99%

How smart experiences build service loyalty: The importance of consumer love for smart voice assistants

Ortega

Ferreira

2021

Psychology and Marketing

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Smart voice assistants (SVAs) have emerged as new artificial intelligence service platforms. They have the capacity to act like actual human assistants and modify traditional forms of human–computer interactions. So, consumers relate to their SVA as though it was a person, despite knowing that they are interacting with a machine. Based on the stimulus‐organism‐response framework, this paper examines feelings of love that consumers develop for SVAs when they are interacting. It proposes that these feelings act as the psychological mechanism to transmit the effect of consumers' experiences with the technology (i.e., smart experiences) on their service loyalty. Feelings of love are conceptualized following the triangular theory of love that considers three components: passion, intimacy, and commitment. Service loyalty refers to consumers' intentions to continue using SVAs in the future and to recommend SVAs to other people through physical and/or electronic word of mouth communication. The results show that smart experiences influence consumers' passion for technology, while passion explains their intimacy and commitment. Consumer intimacy and commitment for SVAs lead to service loyalty. Therefore, this paper contributes to research focusing on the importance of consumers' feelings for SVAs and shedding light on the process that drives to service loyalty.

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“…Specifically, the status quo bias perspective (Samuelson and Zeckhauser, 1988) is useful to reveal beliefs that may be significant in forming attitude because it focuses on the individual's decision to continue with the current situation instead of changing to another. In the case under study, this perspective suggests three beliefs: the cost of adaptation and inertia (beliefs associated to carrying out the behaviour) and the expected benefit (a belief that reflects the expectation of results) (Kim and Kankanhalli, 2009;Lucia-Palacios et al, 2016;Polites and Karahanna, 2012;Shi et al, 2018).…”

Section: Itp 341mentioning

confidence: 99%

Individual adaptive performance in computer-mediated work: a migration perspective

Bravo

Ostos

2020

ITP

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PurposeIn dynamic environments, employees should respond to changing demands carrying out actions to achieve proper knowledge of the information systems (IS) that they use (individual adaptation). However, few studies have investigated the determinants of this behaviour. This study proposes and empirically evaluates a cognitive-attitudinal model grounded in migration theory, which considers push, pull and mooring factors.Design/methodology/approachData collected from ERP users were analysed using partial least squares.FindingsCoherent with migration theory, the results show that the individual adapts influenced by push factors (dissatisfaction with their current command of the IS), pull factors (expected benefits from improving their command) and mooring factors (attitude to the adaptation process). Also, inertia and cost of adaption impact on attitude.Research limitations/implicationsThis study introduces migration theory to the IS literature as a basis for comprehensively explaining adaptation in organisational settings.Practical implicationsThe results suggest that management should: exhibit the instrumental benefits of a solid command of the IS; show the current gap in employee knowledge to revert it and, introduce changes to move employees out of their comfort zone to encourage ongoing learning and reduce resistance.Originality/valueWhile previous studies have focused on the implementation stage and the emotional factors to explain adaptation, this study intends to bridge this gap by investigating cognitive-attitudinal factors that trigger the intention to adapt in the post-adoption stage. The findings of this study are useful to researchers in adaptation behaviour, and to managers to promote IS learning for their staff.

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Consumer loyalty toward smartphone brands: The determining roles of deliberate inertia and cognitive lock-in

Cited by 45 publications

References 86 publications

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

Exploring customers' responses to online service failure and recovery strategies during Covid‐19 pandemic: An actor–network theory perspective

How smart experiences build service loyalty: The importance of consumer love for smart voice assistants

Individual adaptive performance in computer-mediated work: a migration perspective

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