{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,30]],"date-time":"2026-07-30T06:05:06Z","timestamp":1785391506634,"version":"3.55.0"},"reference-count":95,"publisher":"Emerald","issue":"5","license":[{"start":{"date-parts":[[2016,10,3]],"date-time":"2016-10-03T00:00:00Z","timestamp":1475452800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["INTR"],"published-print":{"date-parts":[[2016,10,3]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>The purpose of this paper is to examine the impact of customers\u2019 offline transaction behaviour in the form of loyalty and cross-buying on the adoption of self-service technology innovations by non-business customers in the context of online banking.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>This study extends the Diffusion of Innovation Theory, as well as the Technology Acceptance Model adapted to describe and model individual customer observed behaviours in the pre-adoption stage of the adoption process. The Log-logistic parametric survival model is applied using panel data for 1,357 randomly selected new customers from a bank.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>Significant differences arise among customers\u2019 behaviours related to periodicity of interactions with the bank and quantity of products involved in the interactions, as well as convenience and risk of the interactions. The results corroborate that those customers who are more likely to adopt the online banking faster show an offline behavioural pattern more related to higher periodicity of interactions and convenience, rather than a high number of products involved in their interactions, the use of high-risk products or the maintenance of a higher average monthly liabilities.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>While previous research explaining the process of adoption of the online channel has mainly focused on the analysis of customers\u2019 attitudes (i.e. customers\u2019 perceptions) and demographics, in this research an additional explanation is proposed using customers\u2019 offline transaction behaviours. In addition, there is a considerable amount of research about the adoption of new technologies, but there is a scarcity of studies looking specifically at the financial services and banking industry.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/intr-03-2015-0092","type":"journal-article","created":{"date-parts":[[2016,9,16]],"date-time":"2016-09-16T06:47:28Z","timestamp":1474008448000},"page":"1072-1092","source":"Crossref","is-referenced-by-count":15,"title":["How customers\u2019 offline experience affects the adoption of online banking"],"prefix":"10.1108","volume":"26","author":[{"given":"Antonia","family":"Estrella-Ramon","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Manuel","family":"S\u00e1nchez-P\u00e9rez","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Gilbert","family":"Swinnen","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","reference":[{"issue":"3","key":"key2020121204133713900_ref001","doi-asserted-by":"crossref","first-page":"262","DOI":"10.1177\/1094670513519862","article-title":"Behavioral consequences of customer-initiated channel migration","volume":"17","year":"2014","journal-title":"Journal of Service Research"},{"issue":"6","key":"key2020121204133713900_ref002","doi-asserted-by":"crossref","first-page":"716","DOI":"10.1109\/TAC.1974.1100705","article-title":"A new look at the statistical model identification","volume":"19","year":"1974","journal-title":"IEEE Transactions on Automatic Control"},{"issue":"1","key":"key2020121204133713900_ref003","doi-asserted-by":"crossref","first-page":"53","DOI":"10.1108\/02652320910928245","article-title":"The role of consumer innovativeness and perceived risk in online banking usage","volume":"27","year":"2009","journal-title":"International Journal of Bank Marketing"},{"issue":"1","key":"key2020121204133713900_ref004","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1509\/jmkr.45.1.60","article-title":"Customer channel migration","volume":"45","year":"2008","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2020121204133713900_ref005","doi-asserted-by":"crossref","first-page":"35","DOI":"10.1016\/j.jretconser.2006.03.002","article-title":"Does attitudinal loyalty influence behavioral loyalty? 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