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Asking fintech voice Chatbots: Explaining consumer switching intention by status quo bias theory

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  • Huang, Stanley Y.B.

Abstract

As FinTech voice chatbots gradually emerge as successors to traditional text-based FinTech interfaces, understanding the behavioral mechanisms that drive users to switch to voice-based systems has become a critical concern for the banking industry. Despite their growing prevalence, research on FinTech voice chatbots remains fragmented and underdeveloped. To address this gap, the present study draws upon the three core dimensions of Status Quo Bias Theory—psychological commitment, cognitive misperception, and relationship evaluation—to explain how resistance to FinTech voice chatbots can be mitigated and how users’ willingness to adopt these technologies can be enhanced.

Suggested Citation

  • Huang, Stanley Y.B., 2026. "Asking fintech voice Chatbots: Explaining consumer switching intention by status quo bias theory," Journal of Retailing and Consumer Services, Elsevier, vol. 88(C).
    • Handle: RePEc:eee:joreco:v:88:y:2026:i:c:s096969892500236x
    DOI: 10.1016/j.jretconser.2025.104457
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