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Determinants of customer switching intentions on social commerce sites: a push-pull-mooring framework

Wasim Ahmad et al.

International Journal of Electronic Customer Relationship Management2025https://doi.org/10.1504/ijecrm.2025.148916article
ABDC C
Weight
0.50

What the paper says

This research uses the push-pull-mooring paradigm to examine how push, pull, and mooring influence customer intentions to switch on social commerce platforms. A questionnaire survey was carried out by targeting Chinese users who recently switched to social commerce platforms. The measurement and structural models were evaluated using SmartPLS. Therefore, the empirical findings indicate that low e-service quality, low satisfaction, and low social presence drive users to leave their existing social commerce platforms. Inversely, hedonic motivation, perceived herd behaviour, and social support fascinate the customers. Additionally, the mooring effect, which includes conformance and self-efficacy, eventually increases customers' desire to switch brands. Furthermore, it was discovered that the two mooring factors moderated the effects of service quality, satisfaction, social presence, perceived herd behaviour, and hedonic motivation on the customer's inclination to switch services.

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Cite this paper

https://doi.org/https://doi.org/10.1504/ijecrm.2025.148916

Or copy a formatted citation

@article{wasim2025,
  title        = {{Determinants of customer switching intentions on social commerce sites: a push-pull-mooring framework}},
  author       = {Wasim Ahmad et al.},
  journal      = {International Journal of Electronic Customer Relationship Management},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1504/ijecrm.2025.148916},
}

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Determinants of customer switching intentions on social commerce sites: a push-pull-mooring framework

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.