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Managing customer switching costs: A framework for competing in the networked environment

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Author Info
Hess, Mike () (IESE Business School)
Ricart, Joan E. () (IESE Business School)
Abstract

Previous research argues that customer switching costs play an important role in the firm 's ability to retain customers and achieve competitive advantage.Research also indicates that in the increasingly networked environment,switching costs are changing in important ways.Despite switching costs 'recognized role in contributing to competitive advantage and their increasingly strategic characteristics in the expanding networked environment,we find a lack of coherence and completeness in the conceptual tools and models developed to understand their role and help effectively manage the phenomenon.In this paper we attempt to address these needs by expanding and refining the conceptualization of switching costs and developing a more comprehensive framework for managers.

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Paper provided by IESE Business School in its series IESE Research Papers with number D/472.

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Length: 32 pages
Date of creation: 01 Oct 2002
Date of revision:
Handle: RePEc:ebg:iesewp:d-0472

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Postal: IESE Business School, Av Pearson 21, 08034 Barcelona, SPAIN
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Related research
Keywords: Strategy; customer switching costs; framework;

Find related papers by JEL classification:
M10 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - General
M19 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - Other

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  3. Joseph Farrell & Carl Shapiro, 1988. "Dynamic Competition with Switching Costs," RAND Journal of Economics, The RAND Corporation, vol. 19(1), pages 123-137, Spring. [Downloadable!] (restricted)
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  4. Paul Klemperer, 1987. "The Competitiveness of Markets with Switching Costs," RAND Journal of Economics, The RAND Corporation, vol. 18(1), pages 138-150, Spring. [Downloadable!] (restricted)
  5. Klemperer, Paul, 1987. "Markets with Consumer Switching Costs," The Quarterly Journal of Economics, MIT Press, vol. 102(2), pages 375-94, May. [Downloadable!] (restricted)
  6. Nicholas Economides, 1998. "Competition and Vertical Integration in the Computing Industry," Working Papers 98-11, New York University, Leonard N. Stern School of Business, Department of Economics.
  7. Joseph Farrell & Garth Saloner, 1985. "Installed Base and Compatibility With Implications for Product Preannouncements," Working papers 385, Massachusetts Institute of Technology (MIT), Department of Economics.
    Other versions:
  8. Michael Smith & Erik Brynjolfsson, 1999. "Frictionless Commerce? A Comparison of Internet and Conventional Retailers," Computing in Economics and Finance 1999 1022, Society for Computational Economics.
  9. Katz, Michael L & Shapiro, Carl, 1985. "Network Externalities, Competition, and Compatibility," American Economic Review, American Economic Association, vol. 75(3), pages 424-40, June. [Downloadable!] (restricted)
  10. Economides, Nicholas, 1996. "The economics of networks," International Journal of Industrial Organization, Elsevier, vol. 14(6), pages 673-699, October. [Downloadable!] (restricted)
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  11. Economides, Nicholas, 1996. "Network externalities, complementarities, and invitations to enter," European Journal of Political Economy, Elsevier, vol. 12(2), pages 211-233, September. [Downloadable!] (restricted)
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  12. Farrell, Joseph & Gallini, Nancy T, 1988. "Second-Sourcing as a Commitment: Monopoly Incentives to Attract Competition," The Quarterly Journal of Economics, MIT Press, vol. 103(4), pages 673-94, November. [Downloadable!] (restricted)
    Other versions:
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