101161 20220405150421.0 doi 10.1177/1094670520916791 sideral 116677 ART-2020-116677 eng Cambra-Fierro, J. Universidad de Zaragoza (orcid)0000-0003-0575-375X Channel Habits and the Development of Successful Customer-Firm Relationships in Services 2020 Access copy available to the general public Unrestricted Technology 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. info:eu-repo/grantAgreement/ES/DGA-FSE/S54-17R info:eu-repo/grantAgreement/ES/MICINN-FEDER/ECO2017-83993-P info:eu-repo/grantAgreement/ES/UZ/JIUZ-2017-SOC-11 info:eu-repo/semantics/openAccess All rights reserved http://www.europeana.eu/rights/rr-f/ 10.667 2020 BUSINESS 8 / 153 = 0.052 2020 Q1 T1 4.434 2020 Information Systems 2020 Q1 Sociology and Political Science 2020 Q1 Organizational Behavior and Human Resource Management 2020 Q1 info:eu-repo/semantics/article info:eu-repo/semantics/acceptedVersion Melero-Polo, I. Universidad de Zaragoza (orcid)0000-0002-2620-0639 Patrício, L. Universidad de Zaragoza (orcid)0000-0001-5321-8052 Sese, F.J. 4011 095 Universidad de Zaragoza Dpto. Direc.Mark.Inves.Mercad. Área Comerci.Investig.Mercados 23, 4 (2020), 456-475 J. serv. res. Journal of Service Research 1094-6705 357486 http://zaguan.unizar.es/record/101161/files/texto_completo.pdf Postprint 2622802 http://zaguan.unizar.es/record/101161/files/texto_completo.jpg?subformat=icon icon Postprint oai:zaguan.unizar.es:101161 articulos driver 2022-04-05-14:40:06 ARTICLE