Publication Type
Journal Article
Version
publishedVersion
Publication Date
1-2021
Abstract
This research examines why and how consumers switch their mobile phones. We propose a framework that is grounded on decision-making and motivational theories and draws on the findings from a multinational qualitative survey on consumers’ mobile phone switching process. We show that consumers’ pre-switching decisions are affected by push and pull factors, their mobile phone selections are based on utilitarian or hedonic values, and their justifications for switching are based on cognition or affect. Furthermore, we identify two archetypical routes (i.e., cognitive and affective routes) and three conjoint routes that explain the dichotomic switching processes in pre-switch, switch, and post-switch stages in which consumers rationalize their choices differently. Our study contributes to IS research by demonstrating how consumers’ reasons for initiating a switching process and selecting a replacement may differ based on an interplay of cognitive and affective elements within the process.
Keywords
consumer, multi-stage, dichotomic, switching process, mobile phones
Discipline
Databases and Information Systems | E-Commerce | Sales and Merchandising
Publication
Scandinavian Journal of Information Systems
First Page
1
Last Page
26
ISSN
0905-0167
Publisher
IRIS Association
Citation
NYKANEN, Jussi; TUUNAINEN, Virpi K.; TUUNANEN, Tuure; and NAH, Fiona Fui-hoon.
Three stages of consumers’ multi-stage dichotomic switching process: pre-switch, switch, and post-switch. (2021). Scandinavian Journal of Information Systems. 1-26.
Available at: https://ink.library.smu.edu.sg/sis_research/9682
Copyright Owner and License
Publisher-CC-NC-ND
Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.
Additional URL
https://aisel.aisnet.org/sjis/vol33/iss1/8
Included in
Databases and Information Systems Commons, E-Commerce Commons, Sales and Merchandising Commons