Online customers' habit-inertia nexus as a conditional effect of mobile-service experience: A moderated-mediation and moderated serial-mediation investigation of mobile-service use resistance

被引：40

作者：

Nel, Jacques ^{[1
]}

Boshoff, Christo ^{[2
]}

机构：

[1] Univ Free State, Dept Business Management, Bloemfontein, South Africa

[2] Stellenbosch Univ, Dept Business Management, Stellenbosch, South Africa

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2019年 / 47卷

基金：

新加坡国家研究基金会;

关键词：

SWITCHING COSTS; PRIOR KNOWLEDGE; CONSUMER; INTENTION; ANTECEDENTS; RETENTION; FRAMEWORK; VALIDITY; BEHAVIOR; ADOPTION;

D O I：

10.1016/j.jretconser.2018.12.003

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Retail managers are grappling with the problem to convert online shoppers to mobile shoppers. Therefore, this study investigates how mobile shopping-service experience can lower mobile-service use resistance by disrupting online shoppers' habit-inertia behavior. The moderation results showed that mobile-service experience (1) using the retailer's mobile service for product information; (2) buying products using other retailers' mobile service decreases the positive (but undesirable) influence of habit on online-service inertia. Moderated-mediation and moderated serial-mediation results suggest that the positive indirect effects of online-service use habit on mobile-service use resistance through online-service inertia and mobile-service relative-advantage perceptions decrease as the two moderators increase.

引用

页码：282 / 292

页数：11

共 59 条

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