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Customers' Continuance Intention Regarding Mobile Service Providers: A Status Quo Bias Perspective

Author

Listed:
  • Anis Khedhaouria

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

  • Roy Thurik

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

  • Calin Gurau

    (MRM - Montpellier Research in Management - UPVM - Université Paul-Valéry - Montpellier 3 - UPVD - Université de Perpignan Via Domitia - Groupe Sup de Co Montpellier (GSCM) - Montpellier Business School - UM - Université de Montpellier)

  • Eric Van Heck

Abstract

Using a status quo bias perspective, this paper examines the relation between customers' inertia and continuance intention, identifying the moderating role of contractual subscription on this relationship. The authors' model is validated using data collected from 457 mobile phone service customers and partial least squares. Results show that customers continue with mobile service providers due to their inertia resulting from habit and switching costs. The effect of customers' inertia on their continuance intention is stronger when they have a contractual subscription with the mobile service provider. The authors' results show the importance of including inertia when studying customers' continuance intention and taking into account the specific moderating effect of contractual subscription.

Suggested Citation

  • Anis Khedhaouria & Roy Thurik & Calin Gurau & Eric Van Heck, 2016. "Customers' Continuance Intention Regarding Mobile Service Providers: A Status Quo Bias Perspective," Post-Print hal-02012305, HAL.
    • Handle: RePEc:hal:journl:hal-02012305
    DOI: 10.4018/JGIM.2016100101
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    Cited by:

    1. Manuel Rey-Moreno & Rafael Periáñez-Cristóbal & Arturo Calvo-Mora, 2022. "Reflections on Sustainable Urban Mobility, Mobility as a Service (MaaS) and Adoption Models," IJERPH, MDPI, vol. 20(1), pages 1-14, December.
    2. Loh, Xiu-Ming & Lee, Voon-Hsien & Leong, Lai-Ying & Aw, Eugene Cheng-Xi & Cham, Tat-Huei & Tang, Yun-Chia & Hew, Jun-Jie, 2023. "Understanding consumers’ resistance to pay with cryptocurrency in the sharing economy: A hybrid SEM-fsQCA approach," Journal of Business Research, Elsevier, vol. 159(C).
    3. Seth, Himanshu & Talwar, Shalini & Bhatia, Anuj & Saxena, Akanksha & Dhir, Amandeep, 2020. "Consumer resistance and inertia of retail investors: Development of the resistance adoption inertia continuance (RAIC) framework," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    4. Rey-Moreno, Manuel & Felício, José Augusto & Medina-Molina, Cayetano & Rufín, Ramón, 2018. "Facilitator and inhibitor factors: Adopting e-government in a dual model," Journal of Business Research, Elsevier, vol. 88(C), pages 542-549.

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