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

Author

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  • Chen, Qian
  • Lu, Yaobin
  • Gong, Yeming (Yale)
  • Tang, Qing

Abstract

Service organizations increasingly develop brand apps (mobile applications) to expand service channels to the mobile end. Attracting their customers to install the brand app is critical. But there is widespread resistance to brand apps. This resistance can be classified as postponement, opposition and rejection. This study explores consumers’ active resistance of brand app in service organization. We examine the effects of adoption barriers and knowledge of alternatives quality on the three resistance behaviors and moderating effects of satisfaction with off-line service. The results show three resistance behaviors are affected by different reasons, and cross-channel synergy exists. Our study extends the theoretical understanding of the antecedents of and cross-channel influences on resistance to brand apps, with practical implications that managers should adopt different strategies for postponers, opponents and rejecters.

Suggested Citation

  • Chen, Qian & Lu, Yaobin & Gong, Yeming (Yale) & Tang, Qing, 2019. "Why do users resist service organization’s brand mobile apps? The force of barriers versus cross-channel synergy," International Journal of Information Management, Elsevier, vol. 47(C), pages 274-282.
    • Handle: RePEc:eee:ininma:v:47:y:2019:i:c:p:274-282
    DOI: 10.1016/j.ijinfomgt.2018.07.012
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    Citations

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    Cited by:

    1. Fu, Shihui & Xue, Kunkun & Yang, Mengya & Wang, Xiaona, 2023. "An exploratory study on users' resistance to mobile app updates: Using netnography and fsQCA," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    2. Villanueva Orbaiz, María Luisa & Arce-Urriza, Marta, 2024. "The role of active and passive resistance in new technology adoption by final consumers: The case of 3D printing," Technology in Society, Elsevier, vol. 77(C).
    3. Chakraborty, Debarun & Singu, Hari Babu & Patre, Smruti, 2022. "Fitness Apps's purchase behaviour: Amalgamation of Stimulus-Organism-Behaviour-Consequence framework (S–O–B–C) and the innovation resistance theory (IRT)," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

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