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Why do users resist service organization’s brand mobile apps? : The force of barriers versus cross-channel synergy

Author

Listed:
  • Qian Chen

    (EM - EMLyon Business School)

  • Yaobin Lu
  • Yeming Gong
  • Qing Tang

Abstract

Service organizations increasingly develop brand apps (mobile applications) to expand service channels to the mobile end. Attracting their customers to install the brand app is critical. But there is widespread resistance to brand apps. This resistance can be classified as postponement, opposition and rejection. This study explores consumers' active resistance of brand app in service organization. We examine the effects of adoption barriers and knowledge of alternatives quality on the three resistance behaviors and moderating effects of satisfaction with off-line service. The results show three resistance behaviors are affected by different reasons, and cross-channel synergy exists. Our study extends the theoretical understanding of the antecedents of and cross-channel influences on resistance to brand apps, with practical implications that managers should adopt different strategies for postponers, opponents and rejecters.

Suggested Citation

  • Qian Chen & Yaobin Lu & Yeming Gong & Qing Tang, 2019. "Why do users resist service organization’s brand mobile apps? : The force of barriers versus cross-channel synergy," Post-Print hal-02312265, HAL.
    • Handle: RePEc:hal:journl:hal-02312265
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    Citations

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    Cited by:

    1. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
    2. Fu, Shihui & Xue, Kunkun & Yang, Mengya & Wang, Xiaona, 2023. "An exploratory study on users' resistance to mobile app updates: Using netnography and fsQCA," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    3. Kumar, Sushant & Dhir, Amandeep & Talwar, Shalini & Chakraborty, Debarun & Kaur, Puneet, 2021. "What drives brand love for natural products? The moderating role of household size," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    4. Hew, Jun-Jie & Lee, Voon-Hsien & Leong, Lai-Ying, 2023. "Why do mobile consumers resist mobile commerce applications? A hybrid fsQCA-ANN analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. Nel, Jacques & Boshoff, Christo, 2021. "“I just don't like digital-only banks, and you should not use them either†: Traditional-bank customers' opposition to using digital-only banks," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
    6. Talwar, Shalini & Talwar, Manish & Kaur, Puneet & Dhir, Amandeep, 2020. "Consumers’ resistance to digital innovations: A systematic review and framework development," Australasian marketing journal, Elsevier, vol. 28(4), pages 286-299.
    7. Huang, Dan & Jin, Xin & Coghlan, Alexandra, 2021. "Advances in consumer innovation resistance research: A review and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    8. Chakraborty, Debarun & Singu, Hari Babu & Patre, Smruti, 2022. "Fitness Apps's purchase behaviour: Amalgamation of Stimulus-Organism-Behaviour-Consequence framework (S–O–B–C) and the innovation resistance theory (IRT)," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    9. Angelopoulos, Spyros & Brown, Michael & McAuley, Derek & Merali, Yasmin & Mortier, Richard & Price, Dominic, 2021. "Stewardship of personal data on social networking sites," Other publications TiSEM b4580589-d1e2-492a-96d3-9, Tilburg University, School of Economics and Management.

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