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Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry

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Cited by:

  1. Nestor Duch-Brown & Bertin Martens, 2014. "Consumer benefits from the EU Digital Single Market: evidence from household appliances markets," JRC Working Papers on Digital Economy 2014-03, Joint Research Centre (Seville site).
  2. Lee, Dong-Jin & Kruger, Stefan & Whang, Mee-Jin & Uysal, Muzaffer & Sirgy, M. Joseph, 2014. "Validating a customer well-being index related to natural wildlife tourism," Tourism Management, Elsevier, vol. 45(C), pages 171-180.
  3. Liang Chen & Pengxiang Zhang & Sali Li & Scott F. Turner, 2022. "Growing pains: The effect of generational product innovation on mobile games performance," Strategic Management Journal, Wiley Blackwell, vol. 43(4), pages 792-821, April.
  4. Manuel Trenz & Jan Huntgeburth & Daniel Veit, 2019. "How to Succeed with Cloud Services?," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(2), pages 181-194, April.
  5. Mueller, Milton L. & Park, Yuri & Lee, Jongsu & Kim, Tai-Yoo, 2006. "Digital identity: How users value the attributes of online identifiers," Information Economics and Policy, Elsevier, vol. 18(4), pages 405-422, November.
  6. Luis Aguiar & Jörg Claussen & Christian Peukert, 2018. "Catch Me If You Can: Effectiveness and Consequences of Online Copyright Enforcement," Information Systems Research, INFORMS, vol. 29(3), pages 656-678, September.
  7. Liang, Dapeng & Ma, Zhenzhong & Qi, Liyun, 2013. "Service quality and customer switching behavior in China's mobile phone service sector," Journal of Business Research, Elsevier, vol. 66(8), pages 1161-1167.
  8. Jianan Wu & Victor J. Cook & Edward C. Strong, 2005. "A Two-Stage Model of the Promotional Performance of Pure Online Firms," Information Systems Research, INFORMS, vol. 16(4), pages 334-351, December.
  9. Doris Morales-Solana & Irene Esteban-Millat & Alejandro Alegret Cotas, 2022. "Experiences in consumer flow in online supermarkets," Electronic Commerce Research, Springer, vol. 22(4), pages 1195-1226, December.
  10. Balabanis, George & Reynolds, Nina & Simintiras, Antonis, 2006. "Bases of e-store loyalty: Perceived switching barriers and satisfaction," Journal of Business Research, Elsevier, vol. 59(2), pages 214-224, February.
  11. Huimin Gu & Tingting (Christina) Zhang & Can Lu & Xiaoxiao Song, 2021. "Assessing Trust and Risk Perceptions in the Sharing Economy: An Empirical Study," Journal of Management Studies, Wiley Blackwell, vol. 58(4), pages 1002-1032, June.
  12. Robert F. Easley & Hong Guo & Jan Krämer, 2018. "Research Commentary—From Net Neutrality to Data Neutrality: A Techno-Economic Framework and Research Agenda," Information Systems Research, INFORMS, vol. 29(2), pages 253-272, June.
  13. David Granlund, 2021. "A New Approach to Estimating State Dependence in Consumers’ Brand Choices Applied to 762 Pharmaceutical Markets," Journal of Industrial Economics, Wiley Blackwell, vol. 69(2), pages 443-483, June.
  14. Karima Kourtit & Peter Nijkamp & Eveline S. Van Leeuwen & Frank Bruinsma, 2011. "Evaluation of cyber-tools in cultural tourism," International Journal of Sustainable Development, Inderscience Enterprises Ltd, vol. 14(3/4), pages 179-205.
  15. Kalaignanam, Kartik & Kushwaha, Tarun & Rajavi, Koushyar, 2018. "How Does Web Personalization Create Value for Online Retailers? Lower Cash Flow Volatility or Enhanced Cash Flows," Journal of Retailing, Elsevier, vol. 94(3), pages 265-279.
  16. Gabrielsen, Tommy Staahl & Vagstad, Steinar, 2003. "Consumer heterogeneity, incomplete information and pricing in a duopoly with switching costs," Information Economics and Policy, Elsevier, vol. 15(3), pages 384-401, September.
  17. Xueming Luo & Michelle Andrews & Zheng Fang & Chee Wei Phang, 2014. "Mobile Targeting," Management Science, INFORMS, vol. 60(7), pages 1738-1756, July.
  18. Li, Xi & Dahana, Wirawan Dony & Li, Tongmao & Yuan, Jingbo, 2021. "Behavioral changes of multichannel customers: Their persistence and influencing factors," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  19. Sriram Thirumalai & Kingshuk K. Sinha, 2013. "To Personalize or Not to Personalize Online Purchase Interactions: Implications of Self-Selection by Retailers," Information Systems Research, INFORMS, vol. 24(3), pages 683-708, September.
  20. Yuk‐fai Fong & Jin Li & Ke Liu, 2016. "When Does Aftermarket Monopolization Soften Foremarket Competition?," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 25(4), pages 852-879, December.
  21. repec:bri:cmpowp:13/321 is not listed on IDEAS
  22. Charmaine Glavas & Shane Mathews & Constanza Bianchi, 2017. "International opportunity recognition as a critical component for leveraging Internet capabilities and international market performance [Reconocimiento de oportunidad internacional como un componen," Journal of International Entrepreneurship, Springer, vol. 15(1), pages 1-35, March.
  23. Chris Forman & Pei-yu Chen, 2003. "Network Effects and Switching Costs in the Market for Routers and Switches," Working Papers 03-03, NET Institute, revised Oct 2003.
  24. Kim, Dong-hyu & Lee, Heejin, 2016. "Effects of user experience on user resistance to change to the voice user interface of an in‑vehicle infotainment system: Implications for platform and standards competition," International Journal of Information Management, Elsevier, vol. 36(4), pages 653-667.
  25. Ginger Davis & Alfredo Garcia & Weide Zhang, 2009. "Empirical Analysis of the Effects of Cyber Security Incidents," Risk Analysis, John Wiley & Sons, vol. 29(9), pages 1304-1316, September.
  26. Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
  27. MinJae Lee & JinKyu Lee, 2012. "The impact of information security failure on customer behaviors: A study on a large-scale hacking incident on the internet," Information Systems Frontiers, Springer, vol. 14(2), pages 375-393, April.
  28. Didem Demirhan & Varghese S. Jacob & Srinivasan Raghunathan, 2007. "Strategic IT Investments: The Impact of Switching Cost and Declining IT Cost," Management Science, INFORMS, vol. 53(2), pages 208-226, February.
  29. Yannis Bakos & Henry C. Lucas & Wonseok Oh & Gary Simon & Siva Viswanathan & Bruce W. Weber, 2005. "The Impact of E-Commerce on Competition in the Retail Brokerage Industry," Information Systems Research, INFORMS, vol. 16(4), pages 352-371, December.
  30. Reuber, A. Rebecca & Fischer, Eileen, 2011. "International entrepreneurship in internet-enabled markets," Journal of Business Venturing, Elsevier, vol. 26(6), pages 660-679.
  31. Dao Thi Ta & Chia-Han Yang, 2018. "Exploring The Impacts Of Service Innovation On Customer Satisfaction In The Telecom Industry: A Perspective From Interactive And Supportive Service Innovations," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(07), pages 1-30, October.
  32. Dennis Campbell & Frances Frei, 2010. "Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel," Management Science, INFORMS, vol. 56(1), pages 4-24, January.
  33. Terence J. V. Saldanha & Abhishek Kathuria & Jiban Khuntia & Benn R. Konsynski, 2022. "Ghosts in the Machine: How Marketing and Human Capital Investments Enhance Customer Growth When Innovative Services Leverage Self-Service Technologies," Information Systems Research, INFORMS, vol. 33(1), pages 76-109, March.
  34. Eymann, Torsten (Ed.), 2009. "Tagungsband zum Doctoral Consortium der WI 2009 [WI2009 Doctoral Consortium Proceedings]," Bayreuth Reports on Information Systems Management 40, University of Bayreuth, Chair of Information Systems Management.
  35. Carlos Ocaña Pérez de Tudela & Yolanda Polo & Francisco Javier Sesé, 2009. "Existencia y heterogeneidad de los costes de cambio en la industria de la Telefonía Móvil," Hacienda Pública Española / Review of Public Economics, IEF, vol. 191(4), pages 9-26, December.
  36. Chinho Lin & Watcharee Lekhawipat, 2013. "Is Habit Influenced Construct for Online Repurchase Intention?," Diversity, Technology, and Innovation for Operational Competitiveness: Proceedings of the 2013 International Conference on Technology Innovation and Industrial Management,, ToKnowPress.
  37. Reiko Murakami, 2022. "Consumer switching behavior and bundling: an empirical study of Japan’s retail energy markets," International Journal of Economic Policy Studies, Springer, vol. 16(2), pages 443-463, August.
  38. Wajeeha Aslam & Reema Frooghi, 2018. "Switching Behaviour of Young Adults in Cellular Service Industry: An Empirical Study of Pakistan," Global Business Review, International Management Institute, vol. 19(3), pages 635-649, June.
  39. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  40. Amador, Francisco Javier & González, Rosa Marina & Ramos-Real, Francisco Javier, 2013. "Supplier choice and WTP for electricity attributes in an emerging market: The role of perceived past experience, environmental concern and energy saving behavior," Energy Economics, Elsevier, vol. 40(C), pages 953-966.
  41. Lucio Fuentelsaz & Juan Pablo Maicas & Yolanda Polo, 2012. "Switching Costs, Network Effects, and Competition in the European Mobile Telecommunications Industry," Information Systems Research, INFORMS, vol. 23(1), pages 93-108, March.
  42. Wu, Lei-Yu & Chen, Kuan-Yang & Chen, Po-Yuan & Cheng, Shu-Ling, 2014. "Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective," Journal of Business Research, Elsevier, vol. 67(1), pages 2768-2776.
  43. Gábor Kézdi & Gergely Csorba, 2013. "Estimating Consumer Lock-In Effects from Firm-Level Data," Journal of Industry, Competition and Trade, Springer, vol. 13(3), pages 431-452, September.
  44. Nishtha Langer & Chris Forman & Sunder Kekre & Baohong Sun, 2012. "Ushering Buyers into Electronic Channels: An Empirical Analysis," Information Systems Research, INFORMS, vol. 23(4), pages 1212-1231, December.
  45. Boehm, Martin, 2008. "Determining the impact of internet channel use on a customer's lifetime," Journal of Interactive Marketing, Elsevier, vol. 22(3), pages 2-22.
  46. Gabor Kezdi & Gergely Csorba, 2011. "Estimating the Lock-in Effects of Switching Costs from Firm-Level Data," CERS-IE WORKING PAPERS 1108, Institute of Economics, Centre for Economic and Regional Studies.
  47. Ezlika Ghazali & Bang Nguyen & Dilip S. Mutum & Amrul Asraf Mohd-Any, 2016. "Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 157-171, May.
  48. Michael Wohlfarth, 2019. "Data Portability on the Internet," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(5), pages 551-574, October.
  49. Zhuojun Gu & Ravi Bapna & Jason Chan & Alok Gupta, 2022. "Measuring the Impact of Crowdsourcing Features on Mobile App User Engagement and Retention: A Randomized Field Experiment," Management Science, INFORMS, vol. 68(2), pages 1297-1329, February.
  50. Shu He & Jing Peng & Jianbin Li & Liping Xu, 2020. "Impact of Platform Owner’s Entry on Third-Party Stores," Information Systems Research, INFORMS, vol. 31(4), pages 1467-1484, December.
  51. Lukasz Grzybowski, 2008. "Estimating Switching Costs in Mobile Telephony in the UK," Journal of Industry, Competition and Trade, Springer, vol. 8(2), pages 113-132, June.
  52. Ramnath K. Chellappa & Raymond G. Sin & S. Siddarth, 2011. "Price Formats as a Source of Price Dispersion: A Study of Online and Offline Prices in the Domestic U.S. Airline Markets," Information Systems Research, INFORMS, vol. 22(1), pages 83-98, March.
  53. Yoonhee Tina Chang & Catherine Waddams Price, 2008. "Gain or Pain: Does Consumer Activity Reflect Utility Maximisation?," Working Papers 08-15, Centre for Competition Policy, University of East Anglia.
  54. Detmar W. Straub & Donna L. Hoffman & Bruce W. Weber & Charles Steinfield, 2002. "Toward New Metrics for Net-Enhanced Organizations," Information Systems Research, INFORMS, vol. 13(3), pages 227-238, September.
  55. Li, Chia-Ying & Fang, Yu-Hui & Chiang, Yu-Hung, 2023. "Can AI chatbots help retain customers? An integrative perspective using affordance theory and service-domain logic," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
  56. Sunil Wattal & Rahul Telang & Tridas Mukhopadhyay & Peter Boatwright, 2012. "What's in a “Name”? Impact of Use of Customer Information in E-Mail Advertisements," Information Systems Research, INFORMS, vol. 23(3-part-1), pages 679-697, September.
  57. Chen, Kee Kuo & Chiu, Rong-Her & Chang, Ching-Ter, 2017. "Using beta regression to explore the relationship between service attributes and likelihood of customer retention for the container shipping industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 104(C), pages 1-16.
  58. Hsing Kenneth Cheng & Yipeng Liu, 2012. "Optimal Software Free Trial Strategy: The Impact of Network Externalities and Consumer Uncertainty," Information Systems Research, INFORMS, vol. 23(2), pages 488-504, June.
  59. László Lörincz & Péter Nagy, 2010. "Switching Costs in Telecommunications: Conclusions from a Hungarian Survey," Chapters, in: Morten Falch & Jan Markendahl (ed.), Promoting New Telecom Infrastructures, chapter 11, Edward Elgar Publishing.
  60. Chetan A. Jhaveri & Jitendra M. Nenavani, 2020. "Evaluation of eTail Services Quality: AHP Approach," Vision, , vol. 24(3), pages 310-319, September.
  61. Granlund, David, 2019. "A new approach to estimating state dependence in consumers’ brand choices applied to 762 pharmaceutical markets," Umeå Economic Studies 960, Umeå University, Department of Economics.
  62. Helen Shuxuan Zeng & Brett Danaher & Michael D. Smith, 2022. "Internet Governance Through Site Shutdowns: The Impact of Shutting Down Two Major Commercial Sex Advertising Sites," Management Science, INFORMS, vol. 68(11), pages 8234-8248, November.
  63. Slawomir Czarniewski, 2014. "Building Customer Value in Relationship Marketing," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 4(4), pages 88-94, October.
  64. Shane S. Dikolli & William R. Kinney & Karen L. Sedatole, 2007. "Measuring Customer Relationship Value: The Role of Switching Cost," Contemporary Accounting Research, John Wiley & Sons, vol. 24(1), pages 93-132, March.
  65. Mei Xue & Lorin M. Hitt & Patrick T. Harker, 2007. "Customer Efficiency, Channel Usage, and Firm Performance in Retail Banking," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 535-558, April.
  66. Kamolsook, Apinya & Badir, Yuosre F. & Frank, Björn, 2019. "Consumers' switching to disruptive technology products: The roles of comparative economic value and technology type," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 328-340.
  67. Tina M. Lowrey, 2008. "The Case for a Complexity Continuum," Working Papers 0051, College of Business, University of Texas at San Antonio.
  68. Nusair, Khaldoon “Khal” & Bilgihan, Anil & Okumus, Fevzi & Cobanoglu, Cihan, 2013. "Generation Y travelers’ commitment to online social network websites," Tourism Management, Elsevier, vol. 35(C), pages 13-22.
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  70. Kim, Hyung Jin & Kim, Inchan & Lee, Hogeun, 2016. "Third-party mobile app developers’ continued participation in platform-centric ecosystems: An empirical investigation of two different mechanisms," International Journal of Information Management, Elsevier, vol. 36(1), pages 44-59.
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  78. Woo Gon Kim & Meehee Cho & Daekwan Kim & Geon-Cheol Shin, 2014. "The Effect of Price Dispersion on hOtel Performance," Tourism Economics, , vol. 20(6), pages 1159-1179, December.
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  81. Fabrice Smieliauskas, 2016. "Conflicts of Interest in Medical Technology Markets: Evidence from Orthopedic Surgery," Health Economics, John Wiley & Sons, Ltd., vol. 25(6), pages 723-739, June.
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  90. Tim Burnett, 2014. "The Impact of Service Bundling on Consumer Switching Behaviour: Evidence from UK Communication Markets," The Centre for Market and Public Organisation 14/321, The Centre for Market and Public Organisation, University of Bristol, UK.
  91. Bogicevic, Vanja & Bujisic, Milos & Bilgihan, Anil & Yang, Wan & Cobanoglu, Cihan, 2017. "The impact of traveler-focused airport technology on traveler satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 351-361.
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