Investigating users switching intention for mobile map services: An extension of the push-pull-mooring model

Liu, Qihua; Xue, Bingyu; Huang, Shan

doi:10.1504/ijmc.2021.10030805

IJMC

2021

DOI: 10.1504/ijmc.2021.10030805

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Investigating users switching intention for mobile map services: An extension of the push-pull-mooring model

Qihua Liu

Bingyu Xue

Shan Huang

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2024

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Exploring Chinese passenger switching intentions toward airline self-service technology from a push–pull–mooring perspective

Lee

2024

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PurposeAirline self-service technology (SST) has attracted attention from both the academic and aviation sectors. As the use of SST can reduce airlines’ operating costs, investigating SST usage at airports is particularly important for the aviation sector. The extant literature has explored users’ SST usage intention, but users’ switching intentions from traditional manual counter services to SST is still limited. Therefore, to address this issue, we used the push–pull–mooring (PPM) theoretical framework to develop a research model to explore user switching intention.Design/methodology/approachWe utilized a mixed-methods approach. A qualitative approach (i.e., semistructured interviews) was first employed to recognize and choose the candidate factors. Then, we collected 450 valid responses through an online survey to test the model. The partial least squares method was used for data analysis.FindingsWe found that several push (perceived dissatisfaction and perceived inconvenience), pull (perceived ease of use, perceived usefulness and service process fit), and mooring (personal innovativeness and inertia) factors significantly influence switching intention. Additionally, mooring factors exert contextual effects on the relationships between push and switching intentions and between pull factors and switching intentions.Originality/valueThis study contributes to the literature by further increasing our understanding of user switching intentions regarding SSTs from the PPM perspective and offering guidance for the aviation sector to attract and retain customers.

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Exploring Chinese passenger switching intentions toward airline self-service technology from a push–pull–mooring perspective

Lee

2024

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Customer switching intention from home delivery to smart locker delivery: Evidence from Vietnam

Nguyen,

Trang Nguyen,

Thuy Chung Nguyen

et al. 2024

Innovative Marketing

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The purpose of this study is to uncover evidence on the factors influencing switching intention from home delivery to smart lockers in the last-mile delivery service. The research model is constructed based on the Pull-Push-Mooring Theory and the Customer Perceived Value Theory using structural equation modelling to analyze data collected from 557 smart locker users in Vietnam. The results indicated a significantly positive influence of pull factors (convenience, environmental friendliness, and security) and push factors (delivery failure experience and risk), and confirmed that mooring factors (habit and switching cost) negatively impacted customers’ intention to switch from home delivery to smart lockers. The study also revealed that mooring factors moderate the relationship between pull factors and the intention to switch. Moreover, gender, age and frequency of shopping online are significant to switching intention, and usefulness mediates between them and switching intention. Several managerial implications were suggested for stakeholders in order to enhance customers’ switching intentions to use smart lockers, thereby improving the quality, efficiency, and sustainability of the last-mile delivery service in the future.

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Investigating users switching intention for mobile map services: An extension of the push-pull-mooring model

Cited by 2 publications

References 0 publications

Exploring Chinese passenger switching intentions toward airline self-service technology from a push–pull–mooring perspective

Exploring Chinese passenger switching intentions toward airline self-service technology from a push–pull–mooring perspective

Customer switching intention from home delivery to smart locker delivery: Evidence from Vietnam

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