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This paper aims to examine the antecedents of customer inertia (i.e. knowledge, confusion, perceptions of competitor similarity and switching costs) and their relationship to customer satisfaction, service providers’ switching intentions and actual switching behavior. Customer inertia is said to reduce the incidence of service provider switching; however, little is known about the antecedent drivers of inertia.

The conceptual model was tested by a longitudinal/discontinuous panel design using an online survey research of 1055 adult (i.e. +18 years old) subscribers to cell phone services. Partial least squares (PLS) path modeling was used to simultaneously estimate both the measurement and structural components of the model to determine the nature of the relationships between the variables.

Findings of the PLS structural model provide support for the direct relationship between customer inertia and its antecedents (i.e. knowledge, confusion, perceptions of competitor similarity and switching costs). The results show that customer inertia has a moderate negative effect on the intention to change service providers but had no measurable effect on the actual behavior of changing service providers, other than indirectly, by influencing the perception of difficulty in switching some 11 months later. Further results from an analysis of indirect pathways of the antecedents to inertia show that switching costs are the only variable which indirectly reduce intentions to change service providers. The results also show that the effect of satisfaction on switching service providers is partially moderated by inertia. Importantly, these relationships are reasonably robust given past switching behavior and contract status of consumers.

The authors find evidence which explains some of the causes of inertia, and show that it has both direct and moderating effects on service provider switching intentions, though not necessarily the behavior of changing service providers. However, support was found for its indirect role through intent as an influence on switching behavior. Importantly, the authors find that inertia has lingering effects, in that it influences the perception of switching difficulties and, hence, behavior up to 11 months in the future.

Managerial implications are that service firms can profit from customer inertia through a reduction in churn. However, high levels of customer inertia over the longer term may increase the level of customer vulnerability to competitor offers and marketing activities, as satisfaction with the provider does not in itself explain switching intentions or behavior.

This study is the first study to contribute to an understanding of the antecedent drivers of customer inertia with respect to service provider switching and to empirically evaluate a variety of antecedent factors that potentially affect switching intentions. Importantly, the long lasting latent effect of inertia in indirectly influencing service switching behavior was found to persist some 11 months later.

The current advancements in technologies and the internet industry provide users with many innovative digital devices for entertainment, communication and trade. However, simultaneous development and the rising sophistication of cybercrimes bring new challenges. Micro businesses use technology like how people use it at home, but face higher cyber risks during riskier transactions, with human error playing a significant role. Moreover, information security researchers have often studied individuals’ adherence to compliance behaviour in response to cyber threats. The study aims to examine the protection motivation theory (PMT)-based model to understand individuals’ tendency to adopt secure behaviours.

The study focuses on Australian micro businesses since they are more susceptible to cyberattacks due to the least security measures in place. Out of 877 questionnaires distributed online to Australian micro business owners through survey panel provider “Dynata,” 502 (N = 502) complete responses were included. Structural equational modelling was used to analyse the relationships among the variables.

The results indicate that all constructs of the protection motivation, except threat susceptibility, successfully predict the user protective behaviours. Also, increased cybersecurity costs negatively impact users’ safe cyber practices.

The study has critical implications for understanding micro business owners’ cyber security behaviours. The study contributes to the current knowledge of cyber security in micro businesses through the lens of PMT.

The purpose of this paper is to highlight the problems in the measurement of culture in consumer studies and offers suggestions for remedies.

Drawing on literature from related fields, the paper discusses some general issues in the measurement of culture and draws consumer researchers’ attention to the flaws in the common cultural measures in consumer research. Implications for future research are also provided.

The paper highlights two main shortcomings of commonly used culture instruments which are seldom taken into account by consumer researchers. Specifically, the commonly used culture dimensions in consumer studies do not have clear conceptual boundaries. Moreover, important differences between the different approaches to culture measuring (self- vs group-referenced and values vs practices) are always overlooked. The paper suggests that consumer research needs more focussed and refined measures and discusses which approach is better in which context.

This paper explores the issues of conceptual ambiguity and approach inconsistency in order to draw consumer researchers’ attention to the flaws in common measures of culture. Only when one measures what one expects to measure will the relationship that one observe between these cultural dimensions and consumer behavior be valid.

The purpose of this paper is to adapt the market performance indicator (MPI), used by the European Commission to evaluate market conditions, over time, to show that the MPI explains actual switching behavior better than stated intent and satisfaction. While research on service provider switching has focused on the outcomes of service transactions and the benefits of switching, there is little research on how consumers view market conditions as being favorable or not for switching.

The authors used a mixed methodology of focus groups and longitudinal survey research of cell phone consumers to evaluate the effect of the MPI on satisfaction, perceptions of value, switching intentions and behavior.

The MPI was found to influence perceptions of satisfaction and value, and was found to contribute strongly to actual switching behavior. The results also showed that an improvement in the MPI or market conditions lead to a much greater relationship between it and actual switching behavior, suggesting that there may well be important threshold level, upon which greater switching behavior occurs.

The MPI provides marketers and policy-makers with benchmarks to compare the consumer welfare of different markets in different countries. Switching studies with MPI figures can be more easily generalized to different contexts.

The purpose of this study is to seek to investigate the impact that perceived risk and trust have on online purchasing behavior, in particular the nature of purchasing associations within the expensive, complex, high risk and credence products such as gemstones.

An online survey of purchases of Thai gemstones was used to collect the data. Partial Least Squares was used to test the conceptual model of the study.

The results of this study suggest that the type of internet marketing strategy used by the seller (the place strategy) and the buyer's privacy and security practices influence a buyer's perceived risk to purchase gemstones online. Furthermore, the study showed that perceived risk reduces trust and perceived risk reduces online purchases.

The implications of these results are that privacy and security concerns of online buyers must be addressed in order to reduce perceived risk and thereby increase trust which is fundamental to the amount purchased online.

Online marketers of highly risky products need to consider that policies that promote trust and reduce risk are important means of increasing purchases. In particular, the use of multichannels will reduce perceived risk.

This is a rare study which examines purchases of expensive, complex, high risk and credence products such as gemstones. It is also a study which examines the behaviour of organisational buyers. Also actual reported online purchases are investigated rather than just intent.

Creativity is a critical skill across disciplines and contexts, and it is an important trait for humans to survive and thrive, personally and collectively. The fast-paced culture of business innovation has sought to promote and reward creativity as a coveted thinking skill. Creativity in and of itself, however, is a value-neutral construct, because novel and effective ideas may also have negative consequences. This darker aspect of creativity has come to the forefront in many recent cases, particularly in contexts involving digital and networking technologies, where the rapid pace of technological change does not encourage the kind of deliberative thinking necessary for nuanced and ethical business decisions. The authors consider why education is essential for expanding the ethical capacity of creative agency in business, describing the need to bring creativity and ethics together in educational opportunities and cultural values. The authors explore the idea of ‘wise creativity’ and the need to infuse more human-centred learning from the arts and humanities into business fields. Further, the authors suggest better practices for creative business education, such as: infusing real-world ethics learning into business education and professional development; infusing the liberal arts curriculum in business; offering opportunities for arts-based approaches in business learning; and instilling genuine mindfulness training in business education environments. The authors’ focus is on a shift away from a culture that values creativity purely as an instrumental approach for greater profitability, and towards one that values wise and humanizing creativity for good business practices that consider societal and individual wellbeing.

The purpose of this paper is to investigate strategies to manage product recalls where shortages are a critical threat, with impacts such as loss of life. The authors aim to identify key supply chain strategies and opportunities for theoretical advancement by taking a resilience perspective on temporary supply chain design.

First, the authors conducted an impact event analysis of product recalls by exploring the RAPEX database and official statements of individual country regulators. Second, the authors conducted an exploratory case study with the Cambridge University Hospitals on Personal Protective Equipment to explore product recall risks, utilising an action research methodology.

Additional processes, mainly testing, can compensate for the risks that may arise from temporary supply chains, where changes in location and product design are not possible due to the immediate nature of demand caused by COVID-19 pandemic. This finding reflects on the resilience of designing and implementing temporary supply chains from the perspective of product, process and location.

This paper does not employ an in-depth multiple case study methodology. However, the authors argue that the role of institutional actors in global supply chains and its implications on product safety needs to be empirically studied in order to expand existing supply chain management theories to cover resilience in emerging, mature and temporary supply chain.

Managers can learn from the Cambridge University Hospitals case study that a downstream quality inspection system can be deployed to manage product quality and safety risks where recalls are not an option, such as during critical situations in the COVID-19 pandemic.

The authors’ observations suggest that governments may be socially responsible for implementing rigorous mechanisms to manage product recall risks that compromise consumer safety.

The authors’ study is uniquely designed and studies various specific phenomena of product recalls risks in COVID-19. The unique design features include a dynamic and recent database analysis involving a product, process and location centric perspective complemented with a Cambridge University Hospitals case study.

The purpose of this paper is to provide a perspective on consumers and technology in a changing world using insights gained from subsistence marketplaces. Consumers in a changing world are on different parts of the economic spectrum and are also reflected in contexts of poverty that is termed subsistence marketplaces. “Data” comes from pioneering the subsistence marketplaces stream of research, education and social enterprise.

The authors study the intersection of poverty and marketplaces, beginning at the micro-level, and take a bottom-up approach to deriving implications.

The authors cover both aspects – what micro-level insights about thinking, feeling and coping mean for technology perceptions and usage in general and what specific insights are derived for designing and implementing solutions that have bearing on the use of technology. In the course of all endeavors in research, education and social enterprise, technology, particularly information and communications technology, has been central.

The authors discuss implications for research at the confluence of a variety of uncertainties inherent in the context of subsistence marketplaces, in environmental issues and climate change and in the nature and speed of technological change and progress.

In this paper, the authors discuss what subsistence marketplaces mean for consumers and technology in a changing world, lessons learned for the design and development of technological solutions, technological innovation from subsistence marketplaces and a broader discussion of the importance of bottom-up approaches to the intersection of subsistence marketplaces and technological solutions.

The authors use insights developed from pioneering the arena of subsistence marketplaces and creating synergies between research, education and social enterprise.