{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,28]],"date-time":"2026-03-28T06:05:02Z","timestamp":1774677902526,"version":"3.50.1"},"reference-count":65,"publisher":"Emerald","issue":"4","license":[{"start":{"date-parts":[[2019,10,28]],"date-time":"2019-10-28T00:00:00Z","timestamp":1572220800000},"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":[[2019,10,28]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>Many service organizations use brand apps as an important mobile-end service channel and expect to increase brand app use through customer recommendations. The purpose of this paper is to explore the internal mechanism of brand app recommendation from the cross-channel perspective.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Based on value\u2013satisfaction\u2013loyalty (VSL) framework, this study examines how brand app\u2019s unique cross-channel features influence customer recommendations, and the effect of involvement in the framework. The authors conduct a research survey in airline industry and questionnaires are developed and distributed to respondents who have experiences with air travel and have used the corresponding airlines\u2019 brand apps. Finally, the authors collect 399 valid questionnaires to test the research model.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The results show that brand app usability mediates the relationship between offline service satisfaction and brand app satisfaction, which finally leads to brand app recommendation. Brand app usability and satisfaction significantly affect involvement, which also lead to brand app recommendation.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study distinguishes the features of brand apps from those of ordinary apps and fills the research gap in the internal mechanism of app recommendation from the integrated cross-channel perspective. Besides, this study extends the VSL value in the context of brand app use. Based on the results, this study also provides the practical suggestions of enhancing offline service quality and brand app usability to increase brand app recommendation.<\/jats:p><\/jats:sec>","DOI":"10.1108\/itp-12-2018-0563","type":"journal-article","created":{"date-parts":[[2019,10,30]],"date-time":"2019-10-30T10:31:20Z","timestamp":1572431480000},"page":"1076-1097","source":"Crossref","is-referenced-by-count":4,"title":["Internal mechanism of brand app recommendation from the integrated cross-channel perspective"],"prefix":"10.1108","volume":"33","author":[{"given":"Qian","family":"Chen","sequence":"first","affiliation":[]},{"given":"Yaobin","family":"Lu","sequence":"additional","affiliation":[]},{"given":"Yeming","family":"Gong","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"3","key":"key2020061914020253300_ref001","doi-asserted-by":"crossref","first-page":"603","DOI":"10.1108\/ITP-01-2018-0017","article-title":"The allure of luxury brands\u2019 social media activities: a uses and gratifications perspective","volume":"32","year":"2019","journal-title":"Information Technology and People"},{"key":"key2020061914020253300_ref002","doi-asserted-by":"crossref","first-page":"451","DOI":"10.1016\/S0305-0483(02)00054-3","article-title":"A critical review of end-user information system satisfaction research and a new research framework","volume":"30","year":"2002","journal-title":"Omega"},{"issue":"1","key":"key2020061914020253300_ref003","doi-asserted-by":"crossref","first-page":"70","DOI":"10.1080\/00913367.2017.1405755","article-title":"Branded app usability: conceptualization, measurement, and prediction of consumer loyalty","volume":"47","year":"2018","journal-title":"Journal of Advertising"},{"issue":"3","key":"key2020061914020253300_ref004","doi-asserted-by":"crossref","first-page":"211","DOI":"10.1080\/0268396032000130214","article-title":"The information technology outsourcing risk: a transaction cost and agency theory-based perspective","volume":"18","year":"2003","journal-title":"Journal of Information Technology"},{"issue":"4","key":"key2020061914020253300_ref005","doi-asserted-by":"crossref","first-page":"191","DOI":"10.1016\/j.intmar.2011.06.001","article-title":"The effectiveness of branded mobile phone apps","volume":"25","year":"2011","journal-title":"Journal of Interactive Marketing"},{"key":"key2020061914020253300_ref006","unstructured":"Ben (2019), \u201cUnited Airlines threatens to stop selling flights through expedia\u201d, available at: https:\/\/onemileatatime.com\/united-airlines-threatens-expedia\/ (accessed July 12, 2019)."},{"issue":"3","key":"key2020061914020253300_ref064","doi-asserted-by":"crossref","first-page":"351","DOI":"10.2307\/3250921","article-title":"Understanding information systems continuance: an expectation-confirmation model","volume":"25","year":"2001","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2020061914020253300_ref007","doi-asserted-by":"crossref","first-page":"76","DOI":"10.1177\/0022243718820588","article-title":"Branded apps and their impact on firm value: a design perspective","volume":"56","year":"2019","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"key2020061914020253300_ref008","doi-asserted-by":"crossref","first-page":"505","DOI":"10.1016\/j.chb.2003.10.004","article-title":"The relation of interface usability characteristics, perceived usefulness, and perceived ease of use to end-user satisfaction with enterprise resource planning (ERP) systems","volume":"20","year":"2004","journal-title":"Computers in Human Behavior"},{"issue":"8","key":"key2020061914020253300_ref009","doi-asserted-by":"crossref","first-page":"678","DOI":"10.1016\/j.telpol.2015.07.008","article-title":"Exploring mobile application customer loyalty: the moderating effect of use contexts","volume":"39","year":"2015","journal-title":"Telecommunications Policy"},{"issue":"3","key":"key2020061914020253300_ref010","doi-asserted-by":"crossref","first-page":"237","DOI":"10.1057\/jit.2013.26","article-title":"Can customer satisfaction and dissatisfaction coexist? 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