Consumer Switching Intentions Research Articles

Trends and Trajectories: Mapping the Evolution of Consumer Switching Intentions through the Push-Pull Mooring Framework

This study aims to provide valuable insights into publication trends and potential future research directions in the field of consumer switching intentions within the context of the Push-Pull Mooring (PPM) framework. Employing a theoretical framework rooted in the PPM model, the research conducts a comprehensive bibliometric analysis and utilizes Latent Dirichlet Allocation (LDA) for topic modeling on a dataset of 201 documents from the Scopus database spanning from 2005 to June 2023. The study examines publication patterns, influential authors, countries, and journals, and employs keyword co-occurrence analysis to uncover research themes and perform cluster analysis. The findings reveal changing publication trends, highlight prominent contributors, and provide insights into the research landscape. Additionally, the study applies LDA to identify ten major research themes within this domain. The implications of this research include identifying gaps in the existing literature and emphasizing the need for further investigation, concluding with recommendations for future studies to advance the understanding of consumer switching intention within the PPM framework.

Customer Switching Intention: The Integrated Framework of Disconfirmation Theory

Due to growing competition, customer retention has become a big problem in many service companies. Within a conceptual model for consumer switching intention, this article examines the influence of customer experience, customer satisfaction, and switching intention to green products, all of which are controlled by online information. Even though scholars have researched consumer switching intentions and the elements that influence them, the complex structural processes that minimize the chance of switching intentions in higher education institutions have remained unstudied. This paper addresses the role of customer experience and customer satisfaction to switching intentions moderated by online information. Data is collected through a questionnaire survey. This study employs purposive sampling to obtain respondents (n = 135), with the criteria, students at Universitas Negeri Semarang, a Conservatory University, who wish to switch to green products. Empirical findings support the proposed model and hypotheses, demonstrating that (1) customer satisfaction is negatively related to switching intention, and (2) The online information factor further strengthens the relationship between customer satisfaction and switching intention. The findings of this study provide a unified understanding of the structural relationships that contribute to increased green switching intention to the development of disconfirmation theories in the higher-education context. Implementing a green campus within Universitas Negeri Semarang, campus communities are encouraged to switch to environmentally friendly products to support green campus policies.

Eco-label knowledge versus environmental concern toward consumer's switching intentions for electric vehicles: A roadmap toward green innovation and environmental sustainability

The Chinese authorities firmly encourage the use of electric cars to decrease global pollution and fossil fuel consumption (electric vehicles). Nevertheless, research aimed at determining customers’ switching intentions toward electric vehicles and pro-environmental behavior are scarce in the country. The purpose of this study is to fill the knowledge gap by scrutinizing the linkage among general environmental knowledge, environmental concern, eco-label knowledge, eco-label attitude (ATT), switching intentions(SIN), and pro-environmental behavior that might affect customers’ SIN and PEB in the Chinese context. The present research has additionally improved the theoretical foundation of the Theory of Planned Behavior by adding three new aspects in along with the ongoing customers’ motive elements (eco-label knowledge, general environmental knowledge, and ATT). In a survey, 549 electric vehicle users in China were polled and their data were analyzed. The structural equation modeling method is used to assess theories that have been put forth. According to empirical evidence, general environmental knowledge, environmental concern, and eco-label knowledge have a favorable and substantial impact on ATT. In a similar vein, ATT has a positive impact on consumers’ SIN and PEB. The research adds to the field of study on renewable buying behavior and offers crucial and practical future paths for researchers and professionals.

Information confusion as a driver of consumer switching intention on social commerce platforms: a multi-method quantitative approach

PurposeOn the basis of the approach-avoidance motivation theory, this study aims to examine the role of information confusion in influencing consumer switching intention among social commerce platforms, with the mediating effect of emotional exhaustion and the moderating role of social overload.Design/methodology/approachThis study applied a multi-method quantitative approach including a survey and two experiments. Data were obtained from consumers on popular social commerce platforms in China. The survey's sample size was 327 respondents, whereas a total of 1,621 consumers participated in the two experiments.FindingsFindings from the survey reveal that information confusion affects switching intention directly and indirectly via emotional exhaustion. Moreover, social overload moderates the emotional exhaustion–switching intention relationship and the indirect impact of information confusion on switching intention. Results of the two experiments further confirm the relationships found in the survey.Originality/valueThis study develops and validates a mediation and moderation model which expectedly serves as a framework to better explain consumer switching intention on social commerce platforms. The study also offers fresh insights into consumer switching intention in the unique context of social commerce in an emerging market (i.e. China), which has been largely ignored in the prior literature.

Exploring customers' switching from native to lightweight apps: a push–pull–mooring framework perspective

PurposeLightweight apps such as WeChat mini programs (WMPs) are an emerging mobile channel (m-channel) touchpoint that have gained remarkable popularity among consumers. Despite the focus of migration research on traditional m-channel touchpoints (e.g. native apps and mobile websites), but few researchers have examined why consumers switch from native to lightweight apps. Drawing on the push-pull-mooring framework, this study aims to identify the key factors influencing consumers' switching related to lightweight apps.Design/methodology/approachThe data were collected using a questionnaire survey of 416 WMP consumers and the proposed model was analyzed through structural equation modeling.FindingsThe results show that the push effect, specifically, high privacy concern, nudges consumers away from native apps, whereas the pull effects, including relative ease of use, convenience of access and exit and socially-oriented interaction, entice consumers to lightweight apps. Further, consumer switching intention is influenced by habit and perceived technology control, both of which reflect the mooring effects. Switching intention also stands as an important precedent of actual behavior.Originality/valueThis study is among the first theoretical explorations of consumer switching across m-channel touchpoints in the context of mobile commerce. For information system practice, these findings provide new insights for both incumbent providers and newcomers on how to retain existing shoppers as well as attract potential shoppers effectively.

Redefining The Concept of Consumer Switch Intention: A Literature Review

The aim of this paper is to redefine building switching intentions by analyzing the concept of consumer switching intentions. The study of consumer switching intentions was carried out by identifying the definition of consumer switching intentions. The problem raised in this paper consists of the perception of switching intention which consists of different definitions of switching intention from each research result (Gupta et al., 2004), (Anton et al., 2007), (Nikbin et al., 2013), (CN Lin & Wang, 2017), (Liang et al., 2018), (Aw & Chong, 2019), and (Bölen, 2020). This paper takes the method of comparing the concept of consumer switching intentions from many researchers who have had their research validated. The ramifications of this study's findings will serve as a point of reference for a number of investigations, resulting in the identification of each definition of consumer switching intents. This paper's unique contribution will redefine the concept of consumer switching intent.

Impact of COVID-19 to customers switching intention in the food segments: The push, pull and mooring effects in consumer migration towards organic food

This article discusses the compelling challenges posed by the COVID-19 pandemic by examining how much a given conventional food sector is reliable and secure in providing healthy food. For this purpose, we relied on the push–pull-mooring (PPM) model to examine the consumer switching intentions from conventional food to organic food. To investigate this model, we utilised the quantitative method approach and collected 1000 valid responses from Chinese consumers for a better understanding of the consumer purchase and switching intention. Based on our findings, the COVID-19 pandemic strongly pushes Chinese consumer’s intentions towards organic food, even though the organic food sector is relatively new in China, which started in the 1990 s and no such legitimate evidence found that the food processing or packaging caused COVID-19 transmission. This research assists the decision makers and managers to understand and analyse the true consumer switching intention that drastically changes because of pandemics and consumers are self-protecting from any harm. This article also helps policymakers see the basic problems like a high price, availability issues, and less credence attribute knowledge getting away to the consumer from organic food and ensuring the availability, affordable price, and awareness regarding credence attribute through reanalysing and implementation of policies.

The Effect of Perceived Product Quality, Brand Personality, and Loyalty on Brand Switching Intention of Technological Products

  Research Aims: Laptops are essential in people's everyday lives. Since laptop utilization has been very high during the COVID-19 pandemic because of the restrictions imposed by the pandemic, many laptop manufacturers have made efforts to drive consumers to switch to their laptop brands. The main objective of this research is to examine how perceived product quality, brand personality, and loyalty affect brand switching intention. Design/methodology/approach: The data were collected online from 216 consumers. Structural Equation Modelling (SEM) was employed to analyse the data.   Research Findings: The result demonstrates that perceived product quality, brand personality, and loyalty have both direct and indirect negative effects on consumers' switching intention. It is revealed that variables play a pivotal role in consumers' evaluation of laptop products and their subsequent switching intention.   Theoretical Contribution/Originality: There is currently a dearth of studies testing the impact of brand personality dimensions on consumer brand identification, perceived product quality, loyalty, and switching intention. Our findings provide more insight into switching intention as a means to achieve a competitive edge in global laptop shipments during the Covid-19 pandemic.   Managerial Implications in the South East Asian context: This study can serve as a comprehensive guideline for businesses to position their brands successfully to reduce any consumer switching intentions affecting their products. However, consumers' perspectives on brand personality with a laptop product affect their critical evaluations. Global laptop manufacturers should leverage brand personality to engender positive consumer evaluation and reduce switching intention.   Research Limitations & Implications: Other factors beyond the scope of the research, such as brand-related factors, have many different inherent attributes (e.g., specifications, functions, designs, prices, and advancements) whose influence on switching intention needs to be considered in future research.   

Understanding consumer switching intention of peer-to-peer accommodation: A push-pull-mooring framework

Peer-to-peer (P2P) accommodations research has favored positive aspects, overlooking consumer loss. We used the push-pull-mooring (PPM) model of migration theory to understand why consumers abandon P2P accommodations and return to traditional accommodations, namely, hotels. We examined online survey data from Chinese consumers to determine the usefulness of the PPM model and found that push factors (perceived risks consisting of performance/time-loss/environmental/safety/privacy risks) and pull factors (perceived standardization consisting of standard service, perceived control, and reliability) significantly influenced switching intention. Additionally, gender moderated the relationships between push and pull factors and switching intention. These findings could help practitioners in P2P accommodations or hotels devise strategies to retain and attract customers.

Understanding consumer’ switching intention toward traceable agricultural products: Push‐pull‐mooring perspective

AbstractFood traceability systems (FTSs) have been increasingly implemented in the food supply chain as a feasible solution to categorize the safety and quality of food. Governments across the world are striving to build public trust and to shift demand to traceable agricultural products (TAPs). This article stresses an important subject by focusing on consumer’ switching intention toward TAPs as product switching has a great impact on food producers and sellers. A total of 478 valid samples were collected from Taiwanese consumers via an online survey. By applying the Push‐Pull‐Mooring (PPM) model, the empirical results of PLS‐SEM analyses identified critical factors and their impacts on consumer switching intention: perceived risk uncertainty associated with non‐traceable food; perceived quality of TAP‐labeled food, willingness to pay a premium price, and health consciousness. Theoretically, this study sheds new light on the literature of migration studies, by examining consumer behavior toward FTSs, it is posited that the PPM theoretical model can predict switching decisions in the food sector. Practically, the findings suggested that FTS is a viable risk‐relieving strategy that should be utilized more heavily to boost consumer retention related to credible food options.

A model of technological enhancement of consumer behavior analysis using the push pull mooring approach in dual-channel apparel retailer

The concept of dual channel supply chain (DCSC) allows retailers to sell their products broadly. Channel collaboration, offline and online, helps companies to survive amid the competition through increasing profits. Nonetheless a review of previous studies in DCSC provided no explicit model addressing consumer behavior to shift channel preference in two directions, offline to online as well as online to offline. This study proposes an analog model to elicit the factors that influence consumer preferences for switching channels from offline to online and from online to offline by using push pull mooring (PPM) approach. Such approach may identify the variables involved in consumer channel switching-intention. The selected object is apparel retailer under dual-channel structure. Furthermore the data is collected by means of questionnaires. Structural equation modelling (SEM) used to identify variables that have a significant effect on consumer switching intention. The results of this study may be used as reference for researchers and apparel retailer managers under DCSC structure to create their operational plans in conducting their business.

EXAMINING THE DETERMINANT FACTORS ON CONSUMER SWITCHING INTENTION TOWARD ISLAMIC BANK IN CENTRAL JAVA, INDONESIA

Purpose of the study: The purpose of this paper is to examine the determinant factors that influence consumer switching intentions from conventional banks to Islamic banks in Central Java, Indonesia.
 Methodology: This study is quantitative research in which data is collected by using a survey with the questionnaire. Data was collected by distributing questionnaires to 480 Muslim respondents who were still registered as customers at three conventional government banks in Indonesia using purposive sampling techniques and analyzed with SEM-AMOS v24.
 Main Findings: The result showed that all out of the hypotheses tested, there is only one hypothesis that was rejected, is the fourth hypothesis. This research reveals that consumer trust in Islamic banks, consumer awareness and religiosity had a positive and significant effect on attitude toward Islamic banks. Furthermore, consumer awareness and religiosity are also able to predict consumer switching intentions at Islamic banks but consumer trust toward Islamic banks has insignificant consumer switching intentions at Islamic banks.
 Applications of this study: Based on the results of the study, conventional bank consumers' intentions to switch to Islamic banks are influenced by consumer awareness, level of religiosity, and consumer attitudes toward Islamic banks. Furthermore, this is becoming a very important concern for Islamic banks to pay more attention to the antecedents used in this study. Trust is an important predictor for companies in increasing intentions, in this study then it has not been proven to influence consumer intentions to move to Islamic banks. Trust will be able to increase intention if consumers have a good attitude towards Islamic banks.
 Novelty/Originality of this study: This study linked the variables of consumer awareness, religiosity, consumer trust, attitudes toward Islamic banks and consumer switching intentions on Islamic banks within a conceptual framework.

Consumer switching intentions for telecoms services: evidence from Ireland

Despite long-standing market liberalisation and efforts to reduce switching costs, many consumers have never switched telecoms provider. This paper investigates how consumer and service characteristics relate to switching intentions, using a sample of fixed-line broadband, mobile telephony and landline telephony customers from a 2015 survey conducted by ComReg, Ireland's National Regulatory Authority. We add to previous work by examining a rich array of personal and service characteristics while controlling for both bill shock and expected gains from switching. We find that long-standing subscribers who have never switched are exceptionally resistant to switching. Bill shock is strongly associated with intention to switch, especially among those more inclined to switch. A similar effect arises for expected gains, especially gains over 20%. These results are consistent with both a preference for fair treatment and with behavioural barriers to switching that require large gains to overcome. The effects of bundling and of the few socioeconomic, supplier or application use characteristics that are statistically significant are smaller and not consistent across markets. This implies that willingness to switch is not simply a characteristic of certain social groups, but is more complex and context dependent.

Building a comprehensive model to investigate factors behind switching intention of high-technology products

PurposeThe purpose of this study is to determine the factors that underpin consumer switching intention in the smartphone industry. Most of the literature on brand switching uses conventional models that lack the ability to explain this behavior for high-technology products. Such products have unique characteristics that make the switching process more challenging from the consumer perspective.Design/methodology/approachThe proposed model is built based on the related theories that consider the distinctive aspects of high-technology products. Furthermore, two variables “relative advantage of product features” and “company innovativeness” are introduced for the first time to evaluate consumer attitude to switch a high-technology product. The smartphone industry was selected to test the proposed model, where an online survey was sent to Apple and Samsung users.FindingsThe results confirm the expectation that perceived product usefulness, perceived ease of use and relative advantage of product features are the major factors driving the intention of users to switch, whereas subjective norms have limited impact. The financial cost of switching is the main barrier to consumers’ decision to switch to a new technology. The pleasure consumers feel toward their brand and the other brand is positively associated with their attitude toward switching.Research limitations/implicationsThis research contributes to the literature on brand switching by introducing a comprehensive model that explains consumer switching behavior of high-technology products. Research findings would allow managers to draft better marketing strategies to improve consumer brand awareness.Originality/valueThe majority of literature on brand switching uses simple models to explain consumer behavior. This study is the first attempt to build a comprehensive model that considers the characteristics of high-technology products and how they shape consumer behavior during the decision-making process.

The study on negative eWOM and its relationship to consumer’s intention to switch Mobile Service Provider

Recent developments in social media has transformed consumer-brand trust relationship into consumer-consumer trust engagement where consumers make similar brand choices influenced by the opinion of other consumers. Consumers establish online networks and conversations embedded in trust, on similar tastes, viewpoints, preferences and other types of brand affinity behaviours. These online consumer conversations across multiple social media platforms contributes to voluminous electronic word-of-mouth (eWOM). An average of 70% of consumers look out for other consumers’ opinions on a brand to learn more about the products or services of interest and out of this consumer generated contents, a whopping 50% are consumer grouses or complaints. This study identifies emerging key mobile service consumption elements highlighted by consumers in discussion thread revolving a viral, negative eWOM through qualitative method of netnography. The study findings include eWOM contains multiple and relevant consumer behavioural contextual elements that may be leveraged upon to understand how negative eWOM influences mobile consumer switching intentions in Malaysia.

Membership-based consumer switching intentions and benefit exchange theory

Purpose This research aims to predict private club members’ intentions to switch service providers based on the benefit exchange theory through a structural model with a second-order factor. Design/methodology/approach This study uses a qualitative procedure to develop a functional, social and psychological model based on the benefit exchange and switching intention literatures. A further quantitative analysis surveyed a sample of 366 private club members and assessed the usefulness of this model. Findings The results of the confirmatory factor analysis and structural equation modeling indicate that social benefits have a stronger impact on switching intention than loss of functional benefits under the context of a high level of interaction between members and between members and service providers. In addition, they confirm the moderating effects of psychological benefits on the relationship between functional benefits and switching intention. Practical implications The findings indicate that members are unlikely to switch if there are positive word of mouth and interpersonal interactions between members and the club (social benefits). Even if they are disappointed with the functional benefits of the club’s products or services, they may still choose to stay with it owing to psychological benefits affecting their decision to switch. The findings offer managerial insights into utilizing relationship marketing activities to strengthen interpersonal relationships, word of mouth, trust, commitment and emotional factors to retain members. Originality/value This research confirms that the benefit exchange theory can explain members’ intentions to switch from their current clubs and provides valuable recommendations to managers on retaining their clubs’ members. Because the switching intentions of club members have not previously been adequately studied, this study fills an important gap in the literature.

Examining Switching Intentions, Partial and Total Switching among Mobile Subscribers in Ghana

<p>This paper empirically explores consumer switching intentions, partial and total switching situations in the Ghana mobile telecom industry. Using data from a cross-sectional survey of 736 mobile subscribers from six global telecom networks in Ghana’s mobile telecommunication industry, the results indicate switching intentions are significantly different among customers of various mobile telecom service providers. Customers of MTN and Tigo mobile operators have stronger intentions to switch than those from the other firms. It also found that more non-porters defect and switch to other mobile networks than porters do. Consistent with the hypothesis, defectors (partial switching) are strongly associated with total switching behaviour than non-defectors. Also, in order to reduce subscriber defect or churn rate, mobile telecom operators should direct more effort and resource to promoting and educating their customers on the benefits of porting their mobile numbers to other networks. Theoretical and managerial implications are discussed. The paper contributes to the body of knowledge in the area of consumer switching behaviour in mobile telecom industry in emerging countries.</p>

Modelling the antecedents and consequence of consumer switching behaviour in Ghanaian mobile telecommunication industry

The paper proposed and empirically validated a theoretical model for explaining antecedents and consequence of consumer switching intentions in the mobile telecommunication service context. The proposed model was validated with data from 736 subscribers of six global providers of telecommunication services. Results indicate that the proposed model explains 59% of switching intentions; all antecedents under push, pull and three types of mooring effects significantly influence switching intentions. Switching intention was found to negatively affect loyalty and recommendation behaviour, but did not influence switching behaviour. The study provides theoretical extensions to the push-pull-mooring model of consumer switching. While the study is limited to the mobile telephony context, it offers a new theoretical model that enables marketing managers to fully conceptualise competing factors that affect consumer switching process.

Exploring switch intention of users’ reading behaviour

Purpose – This study aims to explore switch intention of users’ reading behaviour. Amazon’s 2007 introduction of the Kindle e-book reader launched a new way of reading. The popularity of e-book readers has exploded over past several years. However, the Chinese e-book reader market is still relatively underdeveloped and underexploited when compared with North America or other regions. At the time, it remained unclear whether consumers could be persuaded to abandon conventional printed books for the new device in the Chinese market. Design/methodology/approach – This research has gathered 352 valid questionnaire samples on an Internet survey from the general population. Path analysis was used to investigate the causal relationships which were hypothesized by the structural equation modelling methodology to identify key factors in intention to switch to the e-book reader. Findings – The results indicate that convenience and social influence were found to have a significant effect on consumer switching intention, while switching cost was found to be a significant obstacle to switching. This research also found that convenience of carry and operation of new technological products will lower switching costs. Furthermore, it will lead consumers to have higher switching intention when surrounding friends and families have good experiences and impressions of using new products. Thus, the manufacturers and sellers of e-readers have to consider the easy-to-handle convenient-to-carry while designing products. And the concept of higher social influence and lower switching cost shall lead the marketing strategies. Originality/value – Recently, some studies address what factors drive users’ willingness to use this new device for reading based on innovation diffusion theory or the technology acceptance model. Few studies have investigated adoption of e-readers for consumers’ perceived innovative and their perception of the costs. Hence, this paper studies the switching intention of readers through dimensions including new product attributes (compatibility, complexity, convenience and e-book content), social influence, price and switching costs and verifies the relationships among these dimensions on Chinese market.

Effect of Mobile Number Portability Adoption on Consumer Switching Intention

The paper proposes a model that helps to explain consumer behaviour towards Mobile Number Portability (MNP) policy and the influence of MNP adoption factors on consumer switching intention process in the telecommunication industry. The proposed model was tested using data from a cross-section of 736 subscribers of six global companies in Ghana’s mobile telecommunication industry, where MNP has been introduced. The findings indicate that MNP adoption can positively influence consumer switching. The effects of MNP adoption on switching intention is realised through three main channels; directly through MNP-induced self-efficacy (or switching efficacy) and indirectly through perceived switching costs and attitude towards switching. The proposed model helps explain about 50% of switching intention. The paper discusses implications of the findings to marketing theory and practice and provides directions for future research. The paper advances our knowledge in the impact of government/industrial policy on consumer behaviour in marketing.