Online loyalty and its interaction with switching barriers

被引：27

作者：

Mutum, Dilip ^{[1
]}

Ghazali, Ezlika Mohd ^{[2
]}

Nguyen, Bang ^{[3
]}

Arnott, David ^{[4
]}

机构：

[1] Univ Nottingham Malaysia Campus, Nottingham Univ Business Sch, Semenyih 43500, Selangor, Malaysia

[2] Univ Malaya, Fac Business & Accountancy, Dept Mkt & Informat Syst, Kuala Lumpur 50603, Malaysia

[3] East China Univ Sci & Technol, Shanghai 200237, Peoples R China

[4] Univ Warwick, Warwick Business Sch, Coventry CV4 7AL, W Midlands, England

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2014年 / 21卷 / 06期

关键词：

Online switching barriers; Online switching inducements; Online loyalty;

D O I：

10.1016/j.jretconser.2014.08.012

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The results of empirical research on online retail switching tendencies is quite mixed and only a few have specifically examined the presence, frequency or impact of switching barriers and switching inducements in the context of online services. Empirical evidence shows that there is stickiness to certain sites experienced by online customers and that they do less comparative shopping than might be expected. This paper conceptualises online switching behaviour as the interaction of barriers and inducements (both real and perceived) using Oliver?s four-stage loyalty model. It also highlights the need to re-examine the concept of online loyalty and its interaction with switching barriers and inducements in the online context. (C) 2014 Elsevier Ltd. All rights reserved.

引用

页码：942 / 949

页数：8

共 66 条

[31] CUSTOMER SWITCHING BEHAVIOR IN-SERVICE INDUSTRIES - AN EXPLORATORY-STUDY [J].