The attraction of personalized service for users in mobile commerce: an empirical study
ACM SIGecom Exchanges - Mobile commerce
Risk profile and consumer shopping behavior in electronic and traditional channels
Decision Support Systems
What drives mobile commerce? An empirical evaluation of the revised technology acceptance model
Information and Management
A growth theory perspective on the international diffusion of e-commerce
ICEC '05 Proceedings of the 7th international conference on Electronic commerce
A model of advertiser--portal contracts: Personalization strategies under privacy concerns
Information Technology and Management
Examination of online channel preference: using the structure-conduct-outcome framework
Decision Support Systems
An interorganizational perspective on the use of electronically-enabled supply chains
Decision Support Systems
Strategic IT Investments: The Impact of Switching Cost and Declining IT Cost
Management Science
A Two-Stage Model of the Promotional Performance of Pure Online Firms
Information Systems Research
The Impact of E-Commerce on Competition in the Retail Brokerage Industry
Information Systems Research
Journal of Management Information Systems
Strategic Investment in Switching Cost: An Integrated Customer Acquisition and Retention Perspective
International Journal of Electronic Commerce
Why Do Internet Users Stick with a Specific Web Site? A Relationship Perspective
International Journal of Electronic Commerce
An economic model of portal competition under privacy concerns
Proceedings of the ninth international conference on Electronic commerce
Two-level model of customer retention in the US mobile telecommunications service market
Telecommunications Policy
Does quality of alternatives matter for internet banking?
International Journal of Electronic Finance
Balances and accounts of online banking users: a study of two US financial institutions
International Journal of Electronic Finance
Barriers to mobile commerce adoption: an analysis framework for a country-level perspective
International Journal of Mobile Communications
Multimedia Messaging Service acceptance of pre- and post-adopters: a sociotechnical perspective
International Journal of Mobile Communications
Journal of the American Society for Information Science and Technology
Online consumer loyalty: Why e-tailers should seek a high-profile leadership position
Computers in Human Behavior
Telecommunications Policy
Understanding the role of gender in bloggers' switching behavior
Decision Support Systems
A Hybrid Firm's Pricing Strategy in Electronic Commerce Under Channel Migration
International Journal of Electronic Commerce
Competitive Environment and the Relationship Between IT and Vertical Integration
Information Systems Research
A framework for performance measurement in the e-business environment
Electronic Commerce Research and Applications
Information and Management
Information Systems Research
Determinants and Outcomes of Internet Banking Adoption
Management Science
From marketplace to marketspace: Investigating the consumer switch to online banking
Electronic Commerce Research and Applications
The role of trust in e-business: understanding the customer
ICCOMP'10 Proceedings of the 14th WSEAS international conference on Computers: part of the 14th WSEAS CSCC multiconference - Volume II
'Migrating to a new virtual world': Exploring MMORPG switching through human migration theory
Computers in Human Behavior
Pricing e-service quality risk in financial services
Electronic Commerce Research and Applications
Oligopolistic Pricing with Online Search
Journal of Management Information Systems
Product Reviews and Competition in Markets for Repeat Purchase Products
Journal of Management Information Systems
Switching Costs, Network Effects, and Competition in the European Mobile Telecommunications Industry
Information Systems Research
Research Note---Online Users' Switching Costs: Their Nature and Formation
Information Systems Research
Comparison shopping agents and online price dispersion: a search cost based explanation
Journal of Theoretical and Applied Electronic Commerce Research
Expert Systems with Applications: An International Journal
International Journal of Information Management: The Journal for Information Professionals
A framework for internet channel evaluation
International Journal of Information Management: The Journal for Information Professionals
Electronic Commerce Research and Applications
Influences on standards adoption in de facto standardization
Information Technology and Management - Special issue on New Theories and Methods for Technology Adoption Research
Information Technology and Management - Special issue on New Theories and Methods for Technology Adoption Research
Optimal Software Free Trial Strategy: The Impact of Network Externalities and Consumer Uncertainty
Information Systems Research
Online loyalty programs viewed from a searchability perspective
Proceedings of the 14th Annual International Conference on Electronic Commerce
Computers in Human Behavior
User switching of information technology: A theoretical synthesis and empirical test
Information and Management
Ushering Buyers into Electronic Channels: An Empirical Analysis
Information Systems Research
Understanding continuance usage of mobile services
International Journal of Mobile Communications
Churn management optimization with controllable marketing variables and associated management costs
Expert Systems with Applications: An International Journal
Oligopolistic Pricing with Online Search
Journal of Management Information Systems
International Journal of Online Marketing
A Longitudinal Investigation on Greek University Students' Perceptions Towards Online Shopping
Journal of Electronic Commerce in Organizations
Quality management of B2C e-commerce service based on human factors engineering
Electronic Commerce Research and Applications
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The ability to retain and lock in customers in the face of competition is a major concern for online businesses, especially those that invest heavily in advertising and customer acquisition. In this paper, we develop and implement an approach for measuring the magnitudes of switching costs and brand loyalty for online service providers based on the random utility modeling framework. We then examine how systems usage, service design, and other firm and individual-level factors affect switching and retention. Using data on the online brokerage industry, we find significant variation (as much as a factor of two) in measured switching costs. We find that customer demographic characteristics have little effect on switching, but that systems usage measures and systems quality are associated with reduced switching. We also find that firm characteristics such as product line breadth and quality reduce switching and may also reduce customer attrition. Overall, we conclude that online brokerage firms appear to have different abilities in retaining customers and have considerable control over their switching costs.