Determinants of Customer Inertia - An Investigation of Mobile Phone Services

Mesquita, José Marcos Carvalho de; Urdan, André Torres

doi:10.7819/rbgn.v21i2.3972

Cited by 7 publications

(9 citation statements)

References 26 publications

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“…Several studies found inertia was a crucial indicator of individuals' resistance behaviour (Polites and Karahanna, 2012; Auger et al. , 2016; Amoroso and Lim, 2017; de Mesquita and Urdan, 2019). In the mHRM context, employees are comfortable using the existing HRMS and do not want to take the risk of using a new platform.…”

Section: Literature Reviewmentioning

confidence: 99%

Explaining resistance intention towards mobile HRM application: the dark side of technology adoption

Shankar

Nigam

2021

IJM

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PurposeThe mobile human resource management application (mHRM app) has recently been seen as an innovative cloud-based solution to manage human resource management (HRM) within organisation. Despite its great potential, organisations have shown resistance towards the usage of the mHRM app. This study investigates the dark side of electronic HRM (eHRM) by examining factors affecting HR professionals' resistance to the mHRM app using status quo bias (SQB) theory. The study also examines the moderating effect of personal innovativeness.Design/methodology/approachResponses were collected from 239 HR professionals using an online survey. Structural equation modelling (SEM) and PROCESS macro were used to examine the hypotheses.FindingsThe results indicated that regret avoidance, inertia, switching costs and perceived threat significantly affect HR professionals' resistance towards mHRM app adoption. Results also indicated that high personal innovativeness negatively moderates the association between inhibitors and resistance to adopt the mHRM app.Practical implicationsThe study's findings will help HR professionals reduce their resistance towards mHRM app adoption.Originality/valueThis study enriches eHRM, mobile applications and the SQB literature.

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Section: Literature Reviewmentioning

confidence: 99%

Explaining resistance intention towards mobile HRM application: the dark side of technology adoption

Shankar

Nigam

2021

IJM

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“…Factors that explain a high SI yet no actual exit may include the unattractiveness of alternatives and customer inertia (de Mesquita and Urdan, 2019; Gray et al , 2017) as well as customer’s opportunistic behavior (Wirtz and McColl-Kennedy, 2010) by which customers take advantage of their high level of SI as a threat to seek compensation. On the other hand, seasonality may be a factor that explains the phenomenon of low SI with actual customer exit since the fitness industry is highly affected by it, such that the number of memberships significantly increases in certain seasons, such as New Year and summertime but decreases in other seasons (ACAD, 2018; Minton, 2003).…”

Section: Resultsmentioning

confidence: 99%

Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction

Mesquita

Shin

Urdan

et al. 2023

EJM

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Purpose The intention-behavior gap that occurs when one’s actions do not align with their intentions has been the topic of interest of many researchers. However, the effects of the various constructs that influence the intention-behavior gap in service failure and recovery remain under-explored to date. To fill this gap, this study aims to examine the relationship between switching intention (i.e. intention) and customer exit (i.e. behavior) and the moderating roles of failure severity and service recovery satisfaction. Design/methodology/approach To test the proposed hypotheses, the authors used a longitudinal panel involving 821 customers who actually experienced a service failure and recovery in 38 fitness centers in Brazil. The data analysis is composed of logistic regression and cross-tabulation. Findings The results confirmed the significant role of switching intention on customer exit and the moderating effect of failure severity (but not service recovery satisfaction) in the relationship between switching intention and customer exit. Most of all, switching intention had low explanatory power for customer exit, confirming the presence of the intention-behavior gap. The authors further identified a weaker presence of the intention-behavior gap for female (vs male) customers and for those who experienced process failure (vs outcome failure). Research limitations/implications Although the authors confirmed the intention-behavior gap, the biggest proportion of the variance remains unexplained. Thus, it is important to explore the roles of other possible drivers, moderators and mediators. Practical implications As switching intention is not a strong predictor of customer exit, managers should not assume that those who appear to be on the verge of switching will immediately exit the service provider. Originality/value As researchers question the explanatory power of intention for actual behavior, this paper confirms that there is an intention-behavior gap in service failure and recovery. Moreover, given that most researchers have focused on the positive outcomes of service recovery efforts, such as customer loyalty and commitment, studying negative outcomes, including switching intention and customer exit, is a key contribution of this research.

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“…This is a natural and rational behavior. Mesquita & Urdan (2019) tested the cellular telephone sector and found a positive relationship between perceived quality and consumer inertia. Based on this, we propose the following hypotheses:…”

Section: Research Hypothesismentioning

confidence: 99%

Consumer Inertia in Toiletries Products: Mediation Effects of Quality Perception on Brand Credibility, Brand Satisfaction, and Brand Commitment

Pandowo

Mamuaya

2023

JEBIK

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Inertia is a phenomenon of repeat purchase patterns that consumers unconsciously follow because they are based only on habits. This study explores the phenomenon of inertia by focusing on the stimulants of brand credibility, perceived risk, and brand satisfaction. SmartPLS was used to test the relationship between constructs. A total of 180 respondents were selected using a purposive sampling technique. Respondent criteria are those who buy toiletries from the same brand more than twice. The results show that brand credibility is an antecedent of perceived quality, brand satisfaction, consumer inertia, and brand commitment. Perceived quality is the beginning of brand satisfaction and commitment. Meanwhile, brand satisfaction affects consumer inertia. Mediation tests involving perceived quality demonstrate its role as a mediator in the relationship between brand credibility, brand satisfaction, and brand commitment. This study estimates constructs containing consumer inertia by emphasizing the individual cognitive, affective, and conative aspects. The contributions of this study will be helpful for practitioners and academics to explore the determinants of inertia and commitment.JEL: M30, M31.

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Determinants of Customer Inertia - An Investigation of Mobile Phone Services

Cited by 7 publications

References 26 publications

Explaining resistance intention towards mobile HRM application: the dark side of technology adoption

Explaining resistance intention towards mobile HRM application: the dark side of technology adoption

Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction

Consumer Inertia in Toiletries Products: Mediation Effects of Quality Perception on Brand Credibility, Brand Satisfaction, and Brand Commitment

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