000101161 001__ 101161
000101161 005__ 20220405150421.0
000101161 0247_ $$2doi$$a10.1177/1094670520916791
000101161 0248_ $$2sideral$$a116677
000101161 037__ $$aART-2020-116677
000101161 041__ $$aeng
000101161 100__ $$0(orcid)0000-0003-0575-375X$$aCambra-Fierro, J.$$uUniversidad de Zaragoza
000101161 245__ $$aChannel Habits and the Development of Successful Customer-Firm Relationships in Services
000101161 260__ $$c2020
000101161 5060_ $$aAccess copy available to the general public$$fUnrestricted
000101161 5203_ $$aTechnology advances have profoundly changed the way customers and service organizations interact, leading to a multitude of service channels. This study investigates consumer habits toward service channels in order to understand the influence of these channel habits on perceptions and intentions (perceived switching costs and attitudinal loyalty) and on consumer behavior (service usage and cross-buy). We empirically test the framework in the financial services industry, and the results reveal that physical store habit increases perceived switching costs and that acquired habits toward the physical store and self-service kiosks have a positive influence on attitudinal loyalty. Perceived switching costs positively affect service usage, and attitudinal loyalty positively influences cross-buy. In addition, habits in each channel lead to an increase in the number of services acquired (cross-buy), but online and self-service kiosks channel habits negatively impact service usage, as the lack of physical presence may increase customer uncertainty. Because habits are built on the frequency and stability of channel usage, firms can manage habits by encouraging frequent interactions under stable contexts. In addition, firms should stimulate customer habits toward the physical store as it is central to the promotion of loyalty and for increasing service usage.
000101161 536__ $$9info:eu-repo/grantAgreement/ES/DGA-FSE/S54-17R$$9info:eu-repo/grantAgreement/ES/MICINN-FEDER/ECO2017-83993-P$$9info:eu-repo/grantAgreement/ES/UZ/JIUZ-2017-SOC-11
000101161 540__ $$9info:eu-repo/semantics/openAccess$$aAll rights reserved$$uhttp://www.europeana.eu/rights/rr-f/
000101161 590__ $$a10.667$$b2020
000101161 591__ $$aBUSINESS$$b8 / 153 = 0.052$$c2020$$dQ1$$eT1
000101161 592__ $$a4.434$$b2020
000101161 593__ $$aInformation Systems$$c2020$$dQ1
000101161 593__ $$aSociology and Political Science$$c2020$$dQ1
000101161 593__ $$aOrganizational Behavior and Human Resource Management$$c2020$$dQ1
000101161 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/acceptedVersion
000101161 700__ $$0(orcid)0000-0002-2620-0639$$aMelero-Polo, I.$$uUniversidad de Zaragoza
000101161 700__ $$0(orcid)0000-0001-5321-8052$$aPatrício, L.$$uUniversidad de Zaragoza
000101161 700__ $$aSese, F.J.
000101161 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000101161 773__ $$g23, 4 (2020), 456-475$$pJ. serv. res.$$tJournal of Service Research$$x1094-6705
000101161 8564_ $$s357486$$uhttps://zaguan.unizar.es/record/101161/files/texto_completo.pdf$$yPostprint
000101161 8564_ $$s2622802$$uhttps://zaguan.unizar.es/record/101161/files/texto_completo.jpg?subformat=icon$$xicon$$yPostprint
000101161 909CO $$ooai:zaguan.unizar.es:101161$$particulos$$pdriver
000101161 951__ $$a2022-04-05-14:40:06
000101161 980__ $$aARTICLE