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

作者：

Highlights：

• We present a research model for active resistance of organizations’ brand apps.

• We examine the factors affect three behaviors of resistance: postponement, opposition, and rejection.

• We examine how customers’ barriers and knowledge of alternatives quality affect three behaviors of resistance.

• We examine the moderating effect of satisfaction with off-line service channel.

• The antecedences of three behaviors of resistance are different.

摘要

•We present a research model for active resistance of organizations’ brand apps.•We examine the factors affect three behaviors of resistance: postponement, opposition, and rejection.•We examine how customers’ barriers and knowledge of alternatives quality affect three behaviors of resistance.•We examine the moderating effect of satisfaction with off-line service channel.•The antecedences of three behaviors of resistance are different.

论文关键词：Brand app,Resistance,Barriers,Cross-Channel synergy

论文评审过程：Received 15 July 2017, Revised 27 July 2018, Accepted 27 July 2018, Available online 22 November 2018, Version of Record 17 June 2019.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2018.07.012