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Online loyalty and its interaction with switching barriers
Affiliation:1. Nottingham University Business School, The University of Nottingham Malaysia Campus, Jalan Broga, 43500 Semenyih, Selangor, Malaysia;2. Department of Marketing and Information Systems, Faculty of Business and Accountancy, University of Malaya, 50603 Kuala Lumpur, Malaysia;3. East China University of Science and Technology, 130 Meilong Road, Xuhui, 200237 Shanghai, China;4. Warwick Business School, The University of Warwick, CV4 7AL Coventry, UK;1. Paris XIII University, CEPN, Sorbonne Paris Cité,, Centre Marc Bloch, Berlin, Germany;2. Paris-Est University, Institut de Recherche en Gestion (IRG), Paris, France;3. Paris Dauphine University, DRM-UMR-CNRS 7088, Paris, France;1. Indian Institute of Management—Ahmedabad, Wing 9, IIM-Old Campus, IIM, Vastrapur, Ahmedabad-380015, Gujarat, India;2. Indian Institute of Management—Ahmedabad (Department—Marketing), D34, R18, IIM-New Campus, IIM, Vastrapur, Ahmedabad-380015, Gujarat, India;1. McCoy College of Business Administration, Texas State University, San Marcos, TX 78666, United States;2. Monte Ahuja College of Business, Cleveland State University, Cleveland, OH 44115, United States
Abstract: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.
Keywords:Online switching barriers  Online switching inducements  Online loyalty
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