{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,18]],"date-time":"2026-03-18T20:17:12Z","timestamp":1773865032787,"version":"3.50.1"},"reference-count":117,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2023,1,17]],"date-time":"2023-01-17T00:00:00Z","timestamp":1673913600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2024,1,9]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>On the basis of the approach-avoidance motivation theory, this study aims to examine the role of information confusion in influencing consumer switching intention among social commerce platforms, with the mediating effect of emotional exhaustion and the moderating role of social overload.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>This study applied a multi-method quantitative approach including a survey and two experiments. Data were obtained from consumers on popular social commerce platforms in China. The survey's sample size was 327 respondents, whereas a total of 1,621 consumers participated in the two experiments.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Findings from the survey reveal that information confusion affects switching intention directly and indirectly via emotional exhaustion. Moreover, social overload moderates the emotional\u00a0exhaustion\u2013switching intention relationship and the indirect impact of information confusion on switching intention. Results of the two experiments further confirm the relationships found in the survey.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study develops and validates a mediation and moderation model which expectedly serves as a framework to better explain consumer switching intention on social commerce platforms. The study also offers fresh insights into consumer switching intention in the unique context of\u00a0social commerce in an emerging market (i.e. China), which has been largely ignored in the prior literature.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-04-2022-0284","type":"journal-article","created":{"date-parts":[[2023,1,14]],"date-time":"2023-01-14T05:14:23Z","timestamp":1673673263000},"page":"171-200","source":"Crossref","is-referenced-by-count":22,"title":["Information confusion as a driver of\u00a0consumer switching intention on\u00a0social commerce platforms: a\u00a0multi-method quantitative approach"],"prefix":"10.1108","volume":"37","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-8125-0436","authenticated-orcid":false,"given":"Jianming","family":"Wang","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9964-3724","authenticated-orcid":false,"given":"Tan","family":"Vo-Thanh","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3302-2287","authenticated-orcid":false,"given":"Yi-Hung","family":"Liu","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6984-3776","authenticated-orcid":false,"given":"Thac","family":"Dang-Van","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6050-2633","authenticated-orcid":false,"given":"Ninh","family":"Nguyen","sequence":"additional","affiliation":[]}],"member":"140","published-online":{"date-parts":[[2023,1,17]]},"reference":[{"issue":"3","key":"key2024010610163540100_ref001","doi-asserted-by":"crossref","first-page":"192","DOI":"10.1080\/1046669X.2015.1071604","article-title":"The effect of product innovation, promotion, and price on consumer switching to private labels","volume":"22","year":"2015","journal-title":"Journal of Marketing Channels"},{"key":"key2024010610163540100_ref002","article-title":"Customer switching behavior analysis in the telecommunication industry via push-pull-mooring framework: a machine learning approach","volume":"144","year":"2020","journal-title":"Computers and Industrial Engineering"},{"issue":"4","key":"key2024010610163540100_ref003","doi-asserted-by":"crossref","first-page":"1037","DOI":"10.1287\/isre.2020.0931","article-title":"An empirical investigation of the antecedents and consequences of privacy uncertainty in the context of mobile apps","volume":"31","year":"2020","journal-title":"Information Systems Research"},{"key":"key2024010610163540100_ref004","doi-asserted-by":"crossref","first-page":"9","DOI":"10.1016\/j.tmp.2018.10.004","article-title":"Customer incivility and employees' outcomes in the hotel: testing the mediating role of emotional exhaustion","volume":"29","year":"2019","journal-title":"Tourism Management Perspectives"},{"issue":"3","key":"key2024010610163540100_ref005","doi-asserted-by":"crossref","first-page":"396","DOI":"10.1177\/002224377701400320","article-title":"Estimating nonresponse bias in mail surveys","volume":"14","year":"1977","journal-title":"Journal of Marketing Research"},{"issue":"8","key":"key2024010610163540100_ref006","doi-asserted-by":"crossref","first-page":"1314","DOI":"10.1002\/mar.21489","article-title":"The downside of scarcity: scarcity appeals can trigger consumer anger and brand switching intentions","volume":"38","year":"2021","journal-title":"Psychology and Marketing"},{"key":"key2024010610163540100_ref007","article-title":"Effects of SNS overload and dissatisfaction on job performance and discontinuous usage intention","year":"2022","journal-title":"Information Technology and People"},{"key":"key2024010610163540100_ref008","doi-asserted-by":"crossref","first-page":"258","DOI":"10.1016\/j.chb.2017.08.042","article-title":"Media multitasking: how visual cues affect switching behaviour","volume":"77","year":"2017","journal-title":"Computers in Human Behavior"},{"key":"key2024010610163540100_ref009","doi-asserted-by":"crossref","first-page":"104","DOI":"10.1016\/j.chb.2019.07.015","article-title":"Does the use of digital media affect psychological well-being? 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