Customer Continuance in the context of Multi-channels: an Internal Transfer Perspective
In the IS literature, the extant customer continuance related studies mainly focused on continued use, repeated use in the context of a single product or a single channel. Little research has found from the multi-product and multi-channel perspective. In this paper, by a careful review of the research on multi-generation products upgrades, internal usage transfer, multichannel migration, we classified eight types of customer continuance related internal transfer process (ITP). Based on the self-perception theory and trust transfer theory, we proposed a theoretical ground model of the Multichannel migration ITP. This study advances our theoretical understanding of customers multi-channel behaviors and may offer several practical implications for implement of Multi-channel migration. We also provided important insights on understanding the dynamic internal transfer process.
Internal transfer customer continuance multi-channel perceived risk satisfaction banking upgrade usage transfer
Chaoqun Han Shuiqing Yang
School of Management Xiangfan University Xiangfan,P.R.China School of Management,Huazhong University of Science and Technology Wuhan,P.R.China
国际会议
上海
英文
77-81
2011-03-11（万方平台首次上网日期，不代表论文的发表时间）