Modeling consumer switching behavior in social network games by exploring consumer cognitive dissonance and change experience

The rapid proliferation of e-service innovations has resulted in a rich availability of similar e- services from different developers or brands. This rich availability of alternative e-service providers as well as the rapid technological development has prompted users to switch from one e-service provider to an alternative more frequently (c.f. Bhattacherjee et al., 2012). Users can freely switch between different e-service products, and "switching to a competing e-service is almost as easy as downloading and installing it, or completing an online registration form to sign up for a different service" (Bhattacherjee et al., 2012, pp. 327). Therefore, Yang and Peterson (2004) warned that competition in the Internet environment is just a click away because customers appear to face only minimal barriers to switch to alternative products or services

Cognitive Dissonance pada Konteks Berkomunikasi dan Mencari Informasi di Ruang Digital: Fenomena Selective Exposure

In the digital space that is now increasingly dominating our lives, there are challenges and new social situations that require us to adapt. Cognitive Dissonance Theory (CDT) places a focus on seeing human behavior in situations that are incompatible with the cognition he has. After six decades of CDT's existence, there have been many derivative concepts that can be used to analyze causation in this dissonance situation. Selective exposure is a concept derived from CDT that has received attention from researchers in analyzing the phenomenon of filter bubbles and echo chambers. To examine the application of CDT in a contemporary context, in this digital space, this study was conducted by making a literature review that focuses on elaborating on the theory and context of CDT in use. Using qualitative content analysis from a collection of previous studies, this study maps the relevance of theory to the context of situations in the digital space. The conclusion is that CDT, both based on basic assumptions and derived concepts tested by other researchers, can objectively predict the cause-and-effect of a situation that triggers dissonance in a person's cognition when a situation with similar conditions occurs

Cognitive Dissonance pada Konteks Berkomunikasi dan Mencari Informasi di Ruang Digital: Fenomena Selective Exposure

In the digital space that is now increasingly dominating our lives, there are challenges and new social situations that require us to adapt. Cognitive Dissonance Theory (CDT) places a focus on seeing human behavior in situations that are incompatible with the cognition he has. After six decades of CDT's existence, there have been many derivative concepts that can be used to analyze causation in this dissonance situation. Selective exposure is a concept derived from CDT that has received attention from researchers in analyzing the phenomenon of filter bubbles and echo chambers. To examine the application of CDT in a contemporary context, in this digital space, this study was conducted by making a literature review that focuses on elaborating on the theory and context of CDT in use. Using qualitative content analysis from a collection of previous studies, this study maps the relevance of theory to the context of situations in the digital space. The conclusion is that CDT, both based on basic assumptions and derived concepts tested by other researchers, can objectively predict the cause-and-effect of a situation that triggers dissonance in a person's cognition when a situation with similar conditions occurs

Understanding User’s Switching Intention on Mobile Payment Platforms

With the development of mobile payment (m-payment) service, the competition accordingly increases among m-payment market. Users face multiple choices when adopting m-payment services. It is critical for both scholars and m-payments providers to understand what the underlying factors can influence user’s switching from one incumbent m-payment platform to another. To solve this question, we employ a push-pull-mooring (PPM) framework to build the research model. We propose that user’s dissatisfaction on incumbent m-payment provider is the main push factor for user’s switching. The attractiveness of alternative and peer influence are the pull factors influencing user’s switching. Cognitive lock-in, as the mooring factor, could influence switching intention directly. Additionally, we posit that cognitive lock-in can moderate the effects of both push and pull factors on user’s switching intention. This study will use survey methodology and structural equation modelling approach to test the hypotheses

The Role of Habit in Post-Adoption Switching of Personal Information Technologies: An Empirical Investigation

Unlike technology users in business organizations, users of personal information technologies are usually not bound to specific products and have the freedom to switch from one product to a substitute. As a unique and widespread product level post-adoption behavior, IT user switching has not garnered sufficient attention in the current literature. Prior research has suggested that a consumer’s decision to switch follows careful reasoning on three distinct groups of factors: push, pull, and mooring. Given the highly routinized nature of post-adoption IT use, we draw from research on habit in social psychology and post-adoption user behavior literatures, and argue that users’ habit plays a critical role in post-adoption IT switching. Specifically, we posit that the habit of using the incumbent product both contributes to the mooring effects during the formation of intention to switch, and moderates the relationship between intention and switching. We tested our hypotheses on a sample of 414 users presented with a choice of switching their Web browsers. Our findings confirm the direct influence of potential switchers’ habit on switching intention, and the interaction between habit and switching intention on switching. Our overall model explains 55 percent of total variance in users’ intention to switch and 23 percent of total variance in user switching. This study advances the theoretical and empirical understanding of post-adoption technology switching, valuable to both researchers and practitioners

Why Do Users Switch Mobile Applications? Trialing Behavior as a Predecessor of Switching Behavior

Mobile application providers face high user losses because users can easily and often switch to an alternative application. Researchers have recently started to study information technology (IT) switching. However, no studies have concentrated on the unique context of mobile applications. Mobile application switching differs from the switching behavior related to many other IT products and services because of the highlighted role of alternatives, beta versions, updates, reviews, and users’ spontaneous behavior. To address this gap, we develop a mobile-specific model by using a qualitative research approach. As a theoretical contribution, we introduce trialing behavior as a predecessor of switching behavior and present six new behavioral antecedents for them. As practical implications, we suggest ways for mobile application providers and developers to reduce user churn. Mobile application providers face high user losses because users can easily and often switch to an alternative application. Researchers have recently started to study information technology (IT) switching. However, no studies have concentrated on the unique context of mobile applications. Mobile application switching differs from the switching behavior related to many other IT products and services because of the highlighted role of alternatives, beta versions, updates, reviews, and users’ spontaneous behavior. To address this gap, we develop a mobile-specific model by using a qualitative research approach. As a theoretical contribution, we introduce trialing behavior as a predecessor of switching behavior and present six new behavioral antecedents for them. As practical implications, we suggest ways for mobile application providers and developers to reduce user churn

What explains continuance intention in smartwatches?

Nascimento, B., Oliveira, T., & Tam, C. (2018). Wearable technology: What explains continuance intention in smartwatches? Journal of Retailing and Consumer Services, 43, 157-169. DOI: 10.1016/j.jretconser.2018.03.017Smartwatch is a recent and significant development in the domain of wearable technology. We study continuance intention and its determinants, using a combination of the expectation-confirmation model (ECM) with habit, perceived usability, and perceived enjoyment, to explain the continuance intention of smartwatches. Based on a sample of 574 individuals collected from the USA, we show that relationships of ECM enhance the continuance intention, such as confirmation, perceived usefulness, and satisfaction, and also the role of habit and perceived usability. Additionally, we find that habit was the most important feature to explain the continuance intention of smartwatches. The paper ends with a discussion of the study's limitations and implications.authorsversionpublishe

Customer Switching Behavior dalam Membeli Batik dari UKM

Tujuan penelitian ini adalah untuk menganalisis customer switching behavior dalam membeli batik dari UKM . Desain penelitian ini adalah cross sectional, menggunakan pendekatan deskriptif dengan metode explanatory survei. Unit analisis konsumen sebanyak 106 orang. Pengumpulan data dengan menggunakan kuesioner. Teknik analisis yang digunakan adalah teknik deskriptif dengan menggunakan distribusi frekuensi. Berdasarkan hasil penelitian menggunakan analisis deskriptif, didapatkan hasil bahwa customer switching behavior berkatagori baik. Perbedaan penelitian ini dengan penelitian sebelumnya adalah terletak pada variabel independen, yaitu layanan purna jual pada produk otomotif, serta menggunakan teori atau referensi yang berbeda dengan peneliti sebelumnya

Siri, Alexa, and Other Digital Assistants: A Study of Customer Satisfaction With Artificial Intelligence Applications

Siri, Alexa, and other digital assistants are rapidly becoming embraced by consumers and the adoption is projected to grow from 390 million to 1.8 billion for the period of 2015 to 2021. Digital assistants are offering benefits to consumers while also proving to be a disruptive technology for businesses. Coupling digital assistants with other artificial intelligence technologies offers the potential to transform companies by creating more efficient business processes, automating complex tasks, and improving the customer service experience. Businesses have begun integrating this technology into their operations with the expectation of achieving significant productivity gains. Customer satisfaction has been discussed extensively throughout marketing literature. Yet, there is little empirical evidence of customer satisfaction with digital assistants. This study used PLS-SEM to analyze 244 survey responses obtained from a cross-section of consumers. Using the Expectations Confirmation Theory as its foundation, the study identified that expectations and confirmation of expectations substantially explained customer satisfaction with digital assistants. For practice, the study provides guidance which allows firms to prioritize marketing and managerial activities. Firms should focus priorities on assisting digital assistant users to become aware of new skill capabilities while also providing relevant examples of how these skills can be used to meet user needs. In addition, priorities should be focused on assisting users with understanding how the average person can use digital assistants to perform more than just mundane tasks with relative ease. These priorities were identified as areas of high importance for customer satisfaction and require performance improvements