When digitalized customers meet digitalized services: A digitalized social cognitive perspective of omnichannel service usage

作者：

Highlights：

• Social cognitive theory is contextualized in the digitalization context.

• Mobile identity and channel integration quality positively affect omnichannel service usage.

• Human agency factors, including self-efficacy, satisfaction and habit, are examined.

摘要

•Social cognitive theory is contextualized in the digitalization context.•Mobile identity and channel integration quality positively affect omnichannel service usage.•Human agency factors, including self-efficacy, satisfaction and habit, are examined.

论文关键词：Omnichannel service,Digitalization,Social cognitive theory,Mobile identity,Channel integration quality

论文评审过程：Received 29 July 2019, Revised 4 July 2020, Accepted 6 July 2020, Available online 25 July 2020, Version of Record 25 July 2020.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102200