...’ advertisements in driving negative CX and how this, in turn, affects customer behaviors such as negative word-of-mouth (WOM) communication and switching intentions. Unlike prior research that primarily focuses on firm-controlled factors, this study offers a novel perspective by examining the impact of external...

...Junsung Park; Joon Woo Yoo; Youngju Cho; Heejun Park Purpose This study aims to understand the reasons for individuals switching from traditional banks to Internet-only banks and examine how switching intentions differ between Generation X and Generation Z. Notably, Generation Z, being digital...

..., was positively related to switching intention in various studies concerning service switching (Bansal and Taylor, 2002 ; Bansal et al., 2005 ; Leong and Wang, 2006). Furthermore, attitudes towards switching constitute a significant mooring factor in the exploratory study of predictive factors...

...' switching intentions from traditional wealth management services to mobile settings (apps). Design/methodology/approach Through a survey research method, a total of 378 responses were collected to examine the model. The partial least squares (PLS) technique was employed for data analysis. Findings...

...Hong-Lei Mu; Young-Chan Lee Purpose The objective of this study is twofold: first, to investigate the determinants of customers' switching intention from traditional payments to proximity mobile payments (PMPs) during the COVID-19 pandemic for specific insight on how these factors shape customers...