Determinants of cross‐buying intentions in banking services in collectivistic culture

Hong, Jung‐Kee; Lee, You‐il

doi:10.1108/02652321211247408

Cited by 24 publications

(14 citation statements)

References 107 publications

(178 reference statements)

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“…Despite its obvious relevance, the breadth dimension of a buyer-seller relationship is a relatively unexplored issue and little research has attempted to identify the drivers of crossbuying (Aurier and N'Goala 2010;Kamakura et al 2005;Kumar et al 2008). The few studies that attempted doing so (e.g., Aurier and N'Goala 2010;Hong and Lee 2012;Verhoef and Donkers 2005;Verhoef et al 2007; are primarily set in the financial services industry, which is characterized by contractual relationships and relatively high perceived switching costs.…”

Section: Introductionmentioning

confidence: 99%

Antecedents of peripheral services cross-buying behavior

Evanschitzky

Malhotra

Wangenheim

et al. 2017

Journal of Retailing and Consumer Services

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This study is the first attempt to empirically investigate the determinants of a key type of relationship breadth extension strategy for retailersbuying of peripheral services. Assessing customers' relationship and value perceptions, we find that convenience and social benefits significantly influence peripheral services cross-buying. Notably, our study demonstrates that the factors stimulating customers to cross-buy peripheral services in a retail setting differ from those previously found in other contexts. For instance, commitment and payment equity, considered crucial for stimulating cross-buying behavior in prior research, do not appear to be a significant driver for peripheral services cross-buying in the retailing context. The findings suggest that to increase the breadth of customer relationships, retailers should focus on strengthening the social benefits customers perceive from the relationship and increasing key antecedents of convenience.

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Section: Introductionmentioning

confidence: 99%

Antecedents of peripheral services cross-buying behavior

Evanschitzky

Malhotra

Wangenheim

et al. 2017

Journal of Retailing and Consumer Services

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“…Recent studies have posited that consumer preference for mobile banking (m-banking) over incumbent forms doubled from 2008 to 2012 (Spertus, 2012), with Asia predicted to have the largest number of m-banking users by 2017 (Shen, 2012). Importance of the Asian market is demonstrated by growth in bank marketing research from within this region (Hong and Lee, 2012;Lee, 2009;Phan and Ghantous, 2013).…”

mentioning

confidence: 99%

Investigating the factors influencing the adoption of m-banking: a cross cultural study

Mortimer

Neale

Hasan

et al. 2015

International Journal of Bank Marketing

141

104

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Purpose – Little is known about the adoption of mobile banking technologies in emerging Asian economies. The purpose of this paper is to empirically examine the motivators that influence a consumer’s intentions to use mobile banking. Design/methodology/approach – A web-based survey was employed to collect data from 348 respondents, split across Thailand and Australia. Data were analysed by employing exploratory and confirmatory factor analyses, path and invariance analyses. Findings – The findings indicate that for Australian consumers, perceived ease of use, perceived usefulness (PU) and perceived risk (PR) were the primary determinants of mobile banking adoption. For Thai consumers, the main factors were PU, PR and social influence. National culture was found to impact key antecedents that lead to adoption of m-banking. Research limitations/implications – The actual variance explained by the study’s model was higher in Australia (59.3 per cent) than for Thailand (23.8 per cent), suggesting future research of m-banking adoption in emerging Asian cultures. Practical implications – The authors identify the important factors consumers consider when adopting m-banking. The findings of this research give banking organisations a foundational model that can be used to support m-banking implementation. Originality/value – The study is perhaps the first to examine and compare the intention to adopt m-banking across Thai and Australian consumers, and responds to calls for additional research that generalises m-banking and m-services acceptance across cultures. This study has proposed and validated additional constructs that are not present in the original SST Intention to Use model.

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“…Therefore, cross-buying is often studied in literature as a strategic asset banks get from broadening the breadth and length of customer relationships (Kumar et al, 2008;Soureli et al, 2008). Just a small fraction of these studies (e.g., Hong & Lee, 2012;Soureli et al, 2008) customer expansion and retention model (Kumar et al, 2008). These are the major factors reported in the literature as predictors of cross-buying behavior: perceived convenience, image conflict, commitment, trust, relationship satisfaction, and retention (Tung & Carlson, 2015).…”

Section: Cross-buying Behaviormentioning

confidence: 99%

Banks CSR‐fit, customers' quality of life, and cross‐buying: A joint moderation model

Ogunmokun

Timur

Bayighomog

et al. 2021

Psychology and Marketing

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The purpose of the current study is first to investigate attitudinal loyalty as a mediator of the relationship between corporate social responsibility (CSR)-fit and cross-buying, before examining the interaction of CSR-fit, CSR support, and quality of life in predicting cross-buying through attitudinal loyalty. In total, 821 bank customers provided data for this study by filling online and in-person surveys. The results from data analysis reveal that customers' perceived CSR-fit relationship with cross-buying behavior is mediated by their attitudinal loyalty toward their bank.Moreover, the conditional process analysis indicated that while CSR support strengthened the relationship of CSR-fit and attitudinal loyalty, quality of life weakened this relationship. Specifically, in response to their banks' CSR-fit, respondents with high CSR support and perceived low quality of life were the most likely to be loyal and engage in cross-buying behaviors. The least, however, are those with low support and perceived high quality of life. This study enlightens our understanding of the intricate relationship between CSR-fit perceptions and loyalty attitudes and behaviors. It further proposes a complex model investigating the psychological contingencies of the relationship and its marketing implication in the financial sector.

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Determinants of cross‐buying intentions in banking services in collectivistic culture

Cited by 24 publications

References 107 publications

Antecedents of peripheral services cross-buying behavior

Antecedents of peripheral services cross-buying behavior

Investigating the factors influencing the adoption of m-banking: a cross cultural study

Banks CSR‐fit, customers' quality of life, and cross‐buying: A joint moderation model

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